NICE CXone and Cisco Webex Contact Center are competitive contact center solutions. Based on user reviews, NICE CXone seems to have the upper hand in pricing and support while Cisco Webex Contact Center excels in features, making it a worthy investment.
Features: NICE CXone is praised for its comprehensive analytics, call recording, and workforce management tools. Cisco Webex Contact Center is noted for its robust integration capabilities and advanced AI-driven functionalities. Despite NICE CXone's strong analytics, Cisco Webex's integration and AI features provide a competitive edge.
Room for Improvement: Users suggest NICE CXone could benefit from a more streamlined navigation experience and improved mobile app. Cisco Webex Contact Center users indicate a need for enhanced reporting features, better user interface, and improved call quality. NICE CXone's focus is on a smoother experience, contrasting with Cisco's emphasis on robust reporting enhancements.
Ease of Deployment and Customer Service: NICE CXone users appreciate its relatively straightforward deployment and responsive customer service. Cisco Webex Contact Center's deployment process is commended for its flexibility, though some users find it complex. Both products receive favorable comments on customer service, but NICE CXone is highlighted for its smoother deployment.
Pricing and ROI: NICE CXone offers competitive pricing and positive ROI, with users noting satisfaction with cost efficiency. Cisco Webex Contact Center users acknowledge higher costs but also report strong ROI due to valuable feature sets. While NICE CXone is budget-friendly and effective, Cisco Webex Contact Center's ROI justifies its premium pricing.
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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