We performed a comparison between Cisco Webex Contact Center and NICE CXone based on real PeerSpot user reviews.
Find out what your peers are saying about Genesys, Five9, Amazon Web Services (AWS) and others in Contact Center as a Service (CCaaS)."I rate the product's scalability a ten out of ten."
"The central management tool, Control Hub, holds significant value for the management team."
"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."
"Being able to listen in on a call, which is exceptionally good with training."
"We are able to see the calls in queue and able to see if someone is available or not."
"It has the ability to edit the HTML, as well as the WYSIWYG."
"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."
"I have found the ease of use of the ACD to be most valuable along with the inView dashboard."
"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."
"Customer support is terrific. The team is personable, informed, and responsive."
"With the solution, I face issues when trying to use the screen share option."
"I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific."
"MindTouch would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing."
"It could improve the quality of calls."
"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."
"It is a hassle, if you are busy and caught up with something, that it will log you out."
"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."
"inContact should offer a way to send faxes."
"One of the biggest missing pieces is a link checker."
Earn 20 points
Cisco Webex Contact Center is ranked 4th in Contact Center as a Service (CCaaS) with 2 reviews while NICE CXone is ranked 6th in Contact Center as a Service (CCaaS). Cisco Webex Contact Center is rated 9.6, while NICE CXone is rated 8.2. The top reviewer of Cisco Webex Contact Center writes "A low-priced product that offers great scalability options". On the other hand, the top reviewer of NICE CXone writes "Enables us to have full visualization on all metrics and to manage and staff our center as necessary". Cisco Webex Contact Center is most compared with Amazon Connect, Cisco Finesse, Five9, TTEC Humanify and Genesys Cloud CX, whereas NICE CXone is most compared with Nuance IVR, Genesys Cloud CX, Sprinklr, ServiceNow and Five9.
See our list of best Contact Center as a Service (CCaaS) vendors.
We monitor all Contact Center as a Service (CCaaS) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
