Cisco Unified Contact Center Express vs NICE CXone comparison

Cisco and NICE are both solutions in the IVR Systems category. Cisco is ranked #4, while NICE is ranked #3 with an average rating of 8.0. Cisco holds a 7.5% mindshare in IS, compared to NICE’s 17.3% mindshare. Additionally, 100% of Cisco users are willing to recommend the solution, compared to 96% of NICE users who would recommend it.

Cisco Unified Contact Cente...

Read 1 Cisco Unified Contact Center Express review

195 Views
174 Comparison Views

100% willing to recommend

NICE CXone

Read 12 NICE CXone reviews

335 Views
247 Comparison Views

96% willing to recommend

Cisco Unified Contact Cente...

NICE CXone

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Cisco Unified Contact Center Express and NICE CXone based on real PeerSpot user reviews.

Find out what your peers are saying about Nuance, Genesys, NICE and others in IVR Systems.

To learn more, read our detailed Genesys Voice Platform vs. NICE CXone Report (Updated: October 2024).

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Genesys Voice Platform vs. NICE CXone

October 2024

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Categories and Ranking

Cisco Unified Contact Cente...

Ranking in IVR Systems

4th

Average Rating

9.0

Number of Reviews

Ranking in other categories

Contact Center Infrastructure (3rd)

NICE CXone

Ranking in IVR Systems

3rd

Average Rating

8.2

Reviews Sentiment

8.1

Number of Reviews

Ranking in other categories

Workforce Engagement Management (4th), Knowledge Management Software (7th), Contact Center as a Service (CCaaS) (7th)

Mindshare comparison

As of November 2024, in the IVR Systems category, the mindshare of Cisco Unified Contact Center Express is 7.5%, down from 14.1% compared to the previous year. The mindshare of NICE CXone is 17.3%, up from 16.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IVR Systems

Featured Reviews

Gamil Radman

Operation Director at Dammam University

Interactive voice response and automatic call distribution help to improve our customer service

Our primary use case is for customer service, in higher education and healthcare This solution provides uni-channel service support and is fully integrated with our DB. The new Cisco Finesse is really amazing. The most valuable features of this solution are the IVR (Interactive voice response)…

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James Arvidson

Managing Partner at CX Partners Inc

A software that enables centers to operate more efficiently, increase the quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvemen

One of the best aspects of CXone is its omnichannel experience. It treats all contacts, whether phone, chat, email, or SMS, through the same system, allowing for consistent reporting and a true omnichannel experience. The platform is very flexible. You can customize it to do almost anything as long as it's based on logic, which has been incredibly valuable. In terms of analytics, CXone offers consistent, accessible data across all channels. In the past, different systems like Avaya for phones or separate platforms for chat and email made it hard to compare performance across channels. With CXone, you get the same data points across all interactions, making decision-making much easier. It also allows for deeper reporting, like IVR reporting, where you can see what options people choose and create custom KPIs for better insight.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"This solution provides uni-channel Service support and is fully integrated with our DB."

"Being able to listen in on a call, which is exceptionally good with training."

"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."

"inContact has helped our organization greatly by allowing us to see at a glance which agents are available to receive calls and those who are not, we are able to see why not."

"Customer support is terrific. The team is personable, informed, and responsive."

"It's easier as a supervisor to do your job more efficiently. You can have multiple things open at once to watch everything, being able to take one look at a page and see everything you need rather then having to flip through multiple programs. This is such a time saver. I get a lot more done in my day due to being able to keep my opened programs down to a minimum."

"We are able to see the calls in queue and able to see if someone is available or not."

"It is easy to look up and playback calls with this system as it categorizes the different types of calls that come through my call center. I like that inContact is always updating and continues to improve. The quality of its recorded calls is among the best that I have had experience with."

"It has the ability to edit the HTML, as well as the WYSIWYG."

Cons

"This solution could be improved with better support for higher education and healthcare."

"inContact should offer a way to send faxes."

"It could improve the quality of calls."

"One of the biggest missing pieces is a link checker."

"It is a hassle, if you are busy and caught up with something, that it will log you out."

"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."

"Your docs go on their servers and getting them out is difficult, especially if you want to switch to another authoring format, e.g., Markdown. There are no converters and an automated extraction of the docs from the CMS is not available."

"I have noticed that occasionally the dashboard will freeze and some things may get stuck for a while. For example, if I have a dashboard open that shows how many calls are in queue and how many are currently being handled by agents, sometimes a call that an agent is handling will get stuck on the dashboard after the agent ends the call and the dashboard will show that the call is still a live call. Our tech team has explained this to us as a ghost call. After some time (or maybe many screen refreshes) the call will go away like it has just ended."

"There are times when the data does not load and you have to keep hitting refresh. More colors and different layouts should be included in the next release."

More NICE CXone cons

Pricing and Cost Advice

Information not available

"We had a custom setup that cost us some money."

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Top Industries

By visitors reading reviews

Computer Software Company

18%

Financial Services Firm

16%

Healthcare Company

12%

Manufacturing Company

Financial Services Firm

16%

Computer Software Company

12%

Healthcare Company

10%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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Earn 20 points

What needs improvement with NICE CXone?

One area where CXone could improve is in creating a more streamlined, user-friendly interface. While the interfaces are good, they can get a bit dated over time, though NICE is usually good about u...

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What is your primary use case for NICE CXone?

I chose NICE CXone because it had the best return on investment and could scale effectively. After setting it up, I was so impressed that I went to work for NICE for three years, implementing their...

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What advice do you have for others considering NICE CXone?

Overall, I rate the solution an eight out of ten.

See all answers

Comparisons

Cisco Unified Contact Center Enterprise vs Cisco Unified Contact Center Express

Compared 53% of the time

Genesys Cloud CX vs Cisco Unified Contact Center Express

Compared 37% of the time

More Cisco Unified Contact Center Express Competitors

Genesys Cloud CX vs NICE CXone

Compared 16% of the time

Nuance IVR vs NICE CXone

Compared 13% of the time

Five9 vs NICE CXone

Compared 12% of the time

Cisco Webex Contact Center vs NICE CXone

Compared 10% of the time

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Product Reports

No data available

Buyer's Guide

NICE CXone

November 2024

Download NICE CXone product report

Also Known As

CCX

NICE inContact, NICE CXone Workforce Optimization Pro, NICE CXOne WFO Pro, CXone Workforce Optimization, inContact Workforce Optimization, CallCopy cc: Discover, cc: Discover, VPI Empower, Brand Embassy

Learn More

Video not available

Cisco

NICE

Overview

Cisco Unified Contact Center Express provides a secure, available, and sophisticated contact center software solution for up to 400 agents and interactive voice response (IVR) ports that is easy to deploy and manage. This omnichannel solution is ideal for formal and informal small to medium-size contact centers.

NICE CXone (formerly NICE inContact) is an industry-leading cloud platform designed to optimize customer and employee experiences. The solution provides a comprehensive suite of capabilities including omnichannel routing, artificial intelligence, advanced analytics, workforce engagement, and robust integration. CXone helps connect systems, uncover insights, and empower teams to provide seamless, efficient, and personalized customer journeys. The regular enhancements emphasize driving innovation in CX technology while enabling flexibility and scalability.

The Summer 2023 Release of CXone introduced several key features and improvements designed to drive greater flexibility, insights, and operational efficiency for enterprises. Key new features include:

Integration Hub - Enables seamless integration with third-party apps to eliminate data silos.
Enhanced Supervisor Workspace - Provides real-time visibility and guidance across all interaction channels to improve coaching.
Application Analytics - Offers insights into agent performance and interactions to identify optimization opportunities.
Multi-Cloud Support - Allows deployment with Microsoft Azure, expanding environment options.

Other updates focus on analytics, virtual agent integration, multi-language support, streamlined workflows, and API expansion to improve experiences and accessibility.

CXone is valuable for IT leaders seeking robust, adaptable solutions to optimize complex CX operations, and business executives aiming to enhance efficiency, experiences and decision making through actionable data.

Sample Customers

Aegean Motorway, BC Hydro, City of Biel, Houston Methodist, Linz AG, Logicalis, London Hydro, Pirelli, SickKids Foundation, Sony Corporation, Sony Marketing (Japan) Inc.

MoneyGram, Honeywell, Radisson Hotel Group, AAA, New Balance, MattressFIRM, Teleflora, Best Buy

Buyer's Guide

Genesys Voice Platform vs. NICE CXone

October 2024

Free Report: Genesys Voice Platform vs. NICE CXone

Find out what your peers are saying about Genesys Voice Platform vs. NICE CXone and other solutions. Updated: October 2024.

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