NICE CXone and Cisco Webex Contact Center compete in the contact center technology space. Cisco Webex Contact Center is perceived as superior due to its comprehensive features and strong integration capabilities.
Features: NICE CXone provides advanced analytics, AI-driven customer insights, and flexible integrations to enhance service efficiency. Cisco Webex Contact Center offers seamless integration with Cisco collaboration tools, a strong focus on security, and scalability, providing comprehensive connectivity options.
Ease of Deployment and Customer Service: Cisco Webex Contact Center offers a reliable cloud-based deployment model with strong support to minimize downtime. NICE CXone provides a flexible cloud solution with personalized customer service, but Cisco Webex is notable for its streamlined integration with existing infrastructure, reducing deployment disruptions.
Pricing and ROI: NICE CXone offers cost-effective solutions with a notable ROI through competitive pricing and efficient resource use. Cisco Webex Contact Center may have higher initial costs but offers significant ROI through improved operational efficiency and feature-rich offerings, making it valuable for long-term investments.
Cisco Webex Contact Center is a Software-as-a-Service (SaaS) offering that creates a single, global queue in the cloud from which to route omnichannel customer interactions to one or more teams, sites, or outsource partners.
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:
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.
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