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NICE CXone vs Cisco Webex Comparison

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Overview

Category Leaders

NICE inContact delivers the most complete and customer-focused cloud platform for companies to transform their customer experiences.

Category Leaders

Cisco Webex is a cloud-based communication & collaboration app which combines screen sharing with voice & video conferencing,...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Screenshots

Pricing

Starting from
$

100

/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$

14.95

/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

196

178

58

17

8

  • Value for money
  • Ease of use
  • Features
  • Customer support
89%
would recommend this app

5

4

3

2

1

2,627

1,918

464

78

16

  • Value for money
  • Ease of use
  • Features
  • Customer support
95%
would recommend this app

Pros

This is perfect solution and plugs in perfectly with other NICE products like IEX, QR WFM, etc. Its so much easy for the dev team to configure, integrate and customize the user experience.
I love how easy it is to use, there was little to no training required to understand how to use it. It's really good at tracking hours/minutes rendered which is quite helpful in my line of work.
Is a easy tool super useful to contact internal and external persons, have different options for reporting, charts that help you to evaluate you and your team.

Pros

Cisco Webex has good functionality, is pretty intuitive to use, and the chat functions work well to ask questions, exchange information and the visual clarity is good.
Webex has an easy interface and is good with some integrations like outlook. Webex has a good mobile app.
I love that it allows chatting with individuals during a conference, which is very helpful. The group chats, polls, raise hands; all these features are pretty cool and easy to use.

Cons

The connection problems and calls not being connected with MaxAgent and being listed as "Refused" when it was not a lack of answering that caused it.
I don't know if this is a possibility because none of the administrators have found a fix for this but I absolutely hate how there seems to be no way to choose to receive a call.
Bad UI, slow customer service, difficult reporting, limited integrations.

Cons

Webex's design is atrocious, and its legacy features live behind separate interfaces—which are somehow even worse than the design of the main UX—that make them incredibly confusing to use.
Everytime you scroll through the people in the room, all the camera screens have to reload. Half the people in our room have audio problems and it's very ugly to the eye.
We have had trouble with the video when everyone first started working from home and opted for audio-only. I have also experience the inability to recorded meetings.
  • Vendor responds to reviews
  • Last review15 days ago
  • Vendor responds to reviews
  • Last review8 days ago

Key features

  • Total features108
  • "What If" Scenarios
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Application Access Control
  • Appointment Management
  • Archiving & Retention
  • Attendee Management
  • Audience Analytics
  • Audience Engagement
  • Audio Calls
  • Authentication
  • Auto Framing
  • Auto-Dialer
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Transcription
  • Availability Indicator
  • Blended Call Center
  • Brainstorming
  • Budgeting/Forecasting
  • CRM
  • Call Center Management
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Management
  • Categorization/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Conferencing
  • Contact Management
  • Contractor Management
  • Customer Database
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Forms
  • Desktop / Browser Sharing
  • Drag & Drop
  • Electronic Hand Raising
  • Email Alerts
  • Email Management
  • Employee Management
  • Employee Scheduling
  • Event Scheduling
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Sharing
  • File Transfer
  • Forecasting
  • Gamification
  • IVR / Voice Recognition
  • Inbound Call Center
  • Interaction Tracking
  • Internal Meetings
  • Invitation Management
  • Knowledge Base Management
  • Labor Forecasting
  • Lead Management
  • List Management
  • Live Chat
  • Live Streaming Production
  • Macros/Templated Responses
  • Manual Dialer
  • Meeting Management
  • Microsoft Outlook Integration
  • Mobile Access
  • Mobile Screen Sharing
  • Moderation
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Participant Screen Sharing
  • Multimedia Support
  • Multiple Camera Feeds
  • Multiple Parties
  • Multiple Scripts
  • Multistreaming
  • Network Monitoring
  • On-Demand Recording
  • On-Demand Webcasting
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Performance Monitoring
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Presentation Streaming
  • Presentation Tools
  • Preview Dialer
  • Private Chat
  • Progressive Dialer
  • Queue Management
  • Real Time Screen Sharing
  • Real-Time Chat
  • Real-time Broadcasting
  • Recording
  • Recruitment Management
  • Remote Access/Control
  • Reporting/Analytics
  • Request Assignment
  • SMS Messaging
  • SSL Security
  • Scheduled Recording
  • Screen Capture
  • Screen Recording
  • Screen Sharing
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Shift Swapping
  • Skills Tracking
  • Social Media Integration
  • Social Media Streaming
  • Speech-to-Text Analysis
  • Split/Multi-Screen
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Two-Way Audio & Video
  • User Profiles
  • Variable Workforce
  • Video Call Recording
  • Video Conferencing
  • Video Monetization Tools
  • Video Support
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features63
  • "What If" Scenarios
  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Application Access Control
  • Appointment Management
  • Archiving & Retention
  • Attendee Management
  • Audience Analytics
  • Audience Engagement
  • Audio Calls
  • Authentication
  • Auto Framing
  • Auto-Dialer
  • Automated Routing
  • Automated Scheduling
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • Automatic Transcription
  • Availability Indicator
  • Blended Call Center
  • Brainstorming
  • Budgeting/Forecasting
  • CRM
  • Call Center Management
  • Call Disposition
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scheduling
  • Call Scripting
  • Call Tagging
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Campaign Management
  • Categorization/Grouping
  • Chat/Messaging
  • Collaboration Tools
  • Communication Management
  • Computer Telephony Integration
  • Conferencing
  • Contact Management
  • Contractor Management
  • Customer Database
  • Customer History
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Forms
  • Desktop / Browser Sharing
  • Drag & Drop
  • Electronic Hand Raising
  • Email Alerts
  • Email Management
  • Employee Management
  • Employee Scheduling
  • Event Scheduling
  • Event Triggered Actions
  • FCC Compliance
  • FTC Compliance
  • Feedback Management
  • File Sharing
  • File Transfer
  • Forecasting
  • Gamification
  • IVR / Voice Recognition
  • Inbound Call Center
  • Interaction Tracking
  • Internal Meetings
  • Invitation Management
  • Knowledge Base Management
  • Labor Forecasting
  • Lead Management
  • List Management
  • Live Chat
  • Live Streaming Production
  • Macros/Templated Responses
  • Manual Dialer
  • Meeting Management
  • Microsoft Outlook Integration
  • Mobile Access
  • Mobile Screen Sharing
  • Moderation
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Participant Screen Sharing
  • Multimedia Support
  • Multiple Camera Feeds
  • Multiple Parties
  • Multiple Scripts
  • Multistreaming
  • Network Monitoring
  • On-Demand Recording
  • On-Demand Webcasting
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Performance Monitoring
  • Phone Key Input
  • Power Dialer
  • Predictive Dialer
  • Presentation Streaming
  • Presentation Tools
  • Preview Dialer
  • Private Chat
  • Progressive Dialer
  • Queue Management
  • Real Time Screen Sharing
  • Real-Time Chat
  • Real-time Broadcasting
  • Recording
  • Recruitment Management
  • Remote Access/Control
  • Reporting/Analytics
  • Request Assignment
  • SMS Messaging
  • SSL Security
  • Scheduled Recording
  • Screen Capture
  • Screen Recording
  • Screen Sharing
  • Self Service Portal
  • Service Level Agreement (SLA) Management
  • Session Recording
  • Shift Swapping
  • Skills Tracking
  • Social Media Integration
  • Social Media Streaming
  • Speech-to-Text Analysis
  • Split/Multi-Screen
  • Support Ticket Management
  • Survey/Poll Management
  • Surveys & Feedback
  • Tagging
  • Telemarketing Management
  • Text to Speech
  • Third Party Integrations
  • Time Off Management
  • Timesheet Management
  • Two-Way Audio & Video
  • User Profiles
  • Variable Workforce
  • Video Call Recording
  • Video Conferencing
  • Video Monetization Tools
  • Video Support
  • Virtual Assistant
  • VoIP
  • VoIP Connection
  • Voice Customization
  • Voice Mail
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations23
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations118
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

NICE CXone vs. Cisco Webex

See how NICE CXone and Cisco Webex stack up against each other by comparing features, pricing, ratings, integrations, security & more.