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Cisco Webex Contact Center vs NICE CXone comparison

Cisco and NICE are both solutions in the Contact Center as a Service (CCaaS) category. Cisco is ranked #6 with an average rating of 7.8, while NICE is ranked #4 with an average rating of 8.4. Cisco holds a 10.4% mindshare in CCS, compared to NICE’s 11.5% mindshare. Additionally, 100% of Cisco users are willing to recommend the solution, compared to 96% of NICE users who would recommend it.

Cisco Webex Contact Center

Read 7 Cisco Webex Contact Center reviews

1,360 Views
1,142 Comparison Views

100% willing to recommend

NICE CXone

Read 16 NICE CXone reviews

3,085 Views
1,141 Comparison Views

96% willing to recommend

Cisco Webex Contact Center

NICE CXone

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 30, 2025

NICE CXone and Cisco Webex Contact Center are prominent players in the contact center solutions market. NICE CXone tends to have an upper hand in flexibility and support, whereas Cisco offers advanced features that might justify its higher cost.

Features: NICE CXone offers robust analytics, AI-driven insights, and extensive integrations, complemented by powerful reporting tools and customizable dashboards. Cisco Webex Contact Center provides exceptional omnichannel capabilities, seamless collaboration tools, and advanced AI features, ideal for feature-rich environments.

Room for Improvement: NICE CXone could improve by offering more extensive performance management tools, enhancing the flexibility of manual data extraction, and providing more integrated solutions. Cisco Webex Contact Center might benefit from reducing complexity in deployment, streamlining third-party integrations, and improving cost transparency.

Ease of Deployment and Customer Service: NICE CXone is known for straightforward deployment and responsive customer service, ensuring smoother transitions and quick resolutions. Cisco Webex Contact Center requires more resources for a comprehensive setup but is backed by strong technical support, making it suitable for more complex needs.

Pricing and ROI: NICE CXone is recognized for cost-effectiveness with flexible pricing that suits various business sizes, promising fast ROI. Cisco Webex Contact Center, while having higher initial costs, offers long-term ROI through its advanced features and process efficiency.

To learn more, read our detailed Cisco Webex Contact Center vs. NICE CXone Report (Updated: December 2025).

Buyer's Guide

Cisco Webex Contact Center vs. NICE CXone

December 2025

Download the complete report

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Review summaries and opinions

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

Categories and Ranking

Cisco Webex Contact Center

Ranking in Contact Center as a Service (CCaaS)

6th

Average Rating

8.4

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

No ranking in other categories

NICE CXone

Ranking in Contact Center as a Service (CCaaS)

4th

Average Rating

8.4

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

Workforce Engagement Management (2nd), IVR Systems (1st), Live Chat (1st), Knowledge Management Software (6th), AI Customer Experience Personalization (5th)

Mindshare comparison

As of February 2026, in the Contact Center as a Service (CCaaS) category, the mindshare of Cisco Webex Contact Center is 10.4%, down from 12.4% compared to the previous year. The mindshare of NICE CXone is 11.5%, up from 10.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center as a Service (CCaaS) Market Share Distribution
Product	Market Share (%)
NICE CXone	11.5%
Cisco Webex Contact Center	10.4%
Other	78.1%

Contact Center as a Service (CCaaS)

Featured Reviews

Norm Hubert

Network Technical Advisor at a government with 10,001+ employees

Omnichannel features have improved collaboration and now provide smoother virtual meetings

We have experience with Cisco products. I have no experience with their Cisco Duo, the XDR, or Secure Access. Secure Access is for the Secure Web Gateway or the SASE solution or DNS security. I have no experience with ThousandEyes, XDR, Duo, or the other products. I think Cisco Webex Contact Center is pretty good, and I do not see where they could improve as it is a pretty successful product. I do not pay for the licensing, but I know they offer free options, and I am not part of the licensing part. We switched over to Webex because they centralized it as part of our government, providing it for both voice and video. I would rate this review a 9.

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Morvin Arun Pinto

Cx Product Manager at a comms service provider with 10,001+ employees

Omnichannel features have unified journeys and AI now speeds up responses for our agents

NICE CXone is a good feature, but it is expensive and costlier than other products such as Genesis or other alternatives. When it comes to solutioning, there are too many SKUs, which are line items or components that could have been bundled together. For example, CXone agent licenses do not include QM in the basic packages, whereas in the Genesis world it is bundled. The price comparison is higher compared to Genesis or other platforms. I have been using Genesis for three to four years across multiple customers, and now that NICE CXone has become available, I have started comparing all the features and benefits. I find there are some gaps, with more features available but at a higher cost for NICE. Regarding cost-effectiveness and return on investment of NICE CXone, the main challenge is working with the NICE team. The speed of onboarding is lengthy and people-dependent initially. When comparing with other OEMs and CCaaS products, the UI interface and partner portal have multiple access points. I need to log into different portals for NICE CXone, whereas my other competitor platforms offer single sign-on where I can log in once and access all partner-led programs and learning materials in one location. There is room for improvement in this area, though gradually NICE can change this approach.

Read full review

Quotes from Members

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

Pros

"The technical support for Cisco Webex Contact Center is high quality and I would rate it at least nine out of ten."

"The collaboration function is an important feature. The tool is used for telecommuting and distance communication. For example, you can use Webex if you have a global service or team that needs to collaborate online."

"Cisco technical support is outstanding."

"The best features of Cisco Webex Contact Center are the ease of use, and while the platform has pretty standard features, it is definitely easy to use, and the impact of the omnichannel communication on customer experience consistency is quite good."

"The most valuable features of Cisco Webex Contact Center are that both software platforms are the same, with only the video conference being different, the quality is acceptable for our needs, and it is easy to contact customers and easy to open issues regarding hardware problems."

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

"I assess the impact of the omnichannel capabilities on customer journey consistency as excellent, as it is a single pane of glass solution where all channels and omnichannel features are available, which is very supportive and increases customer productivity overall."

"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."

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

"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."

"The system is very flexible and powerful, especially for organizations wanting to control their environment."

"The technical support for NICE CXone is outstanding."

"Some of the best features with NICE CXone are the real-time visibility that you have, which empowers you to make adjustments on the fly, such as turning on and off your queues and adjusting how we route calls to our agents."

More NICE CXone pros

Cons

"The scalability of the solution is limited in that it cannot scale out effectively. This is why I have attempted to use Microsoft Teams to achieve greater scalability than Cisco Webex because I believe Cisco Webex is very expensive."

"It is not straightforward for beginners but is very straightforward for those familiar with it. It can be a little complicated for those who have not worked on it before."

"With the solution, I face issues when trying to use the screen share option."

"When we deal with them, there is sometimes a lot of back and forth due to our unique requirements, as nobody is perfect."

"Cisco Webex Contact Center needs more improvements, especially as they lagged behind initially in adopting cloud technologies."

"When comparing Cisco to free collaboration tools like Google Meet and Teams, often included with Microsoft licenses, some clients, particularly those not in the enterprise sector, might prefer the free or more cost-effective options."

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

"NICE CXone is a good feature, but it is expensive and costlier than other products such as Genesis or other alternatives."

"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."

"inContact should offer a way to send faxes."

"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."

"Compared to challengers such as Zoom, which seem more cost-effective, NICE CXone's suite of products is very modular, so as they provide new services, you have to add to your existing package and this balloons your costs since there's an additional license needed to use the new tools."

"It could improve the quality of calls."

More NICE CXone cons

Pricing and Cost Advice

"Price-wise, it is a cheap product, especially when compared to Microsoft Teams."

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

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Top Industries

By visitors reading reviews

Computer Software Company

13%

Financial Services Firm

12%

Insurance Company

10%

University

Financial Services Firm

12%

Computer Software Company

10%

Manufacturing Company

Insurance Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	10
Midsize Enterprise	5
Large Enterprise	4

Questions from the Community

What is your experience regarding pricing and costs for Cisco Webex Contact Center?

The price of Cisco Webex Contact Center needs to be revised a little bit.

See all answers

What needs improvement with Cisco Webex Contact Center?

Cisco Webex Contact Center currently has good service, so there is no significant need to improve. I hope they can maintain their current standard in the future. Regarding product customization fea...

See all answers

What is your primary use case for Cisco Webex Contact Center?

Cisco Webex Contact Center is typically used for meetings with customers and some suppliers.

See all answers

What needs improvement with NICE CXone?

See all answers

What is your primary use case for NICE CXone?

We use NICE CXone for inbound and outbound calling and other digital channels for contact center purposes across all verticals. We are a system integrator and telecom provider that bundles this pla...

See all answers

What advice do you have for others considering NICE CXone?

My recommendation for other organizations considering NICE CXone is that it is a good solution. Currently, I am based in India, and NICE CXone does not have a node in India to meet India's regulato...

See all answers

Comparisons

Amazon Connect vs Cisco Webex Contact Center

Compared 22% of the time

Genesys Cloud CX vs Cisco Webex Contact Center

Compared 18% of the time

Five9 vs Cisco Webex Contact Center

Compared 13% of the time

Cisco Finesse vs Cisco Webex Contact Center

Compared 8% of the time

TTEC Humanify vs Cisco Webex Contact Center

Compared 8% of the time

More Cisco Webex Contact Center Competitors

Genesys Cloud CX vs NICE CXone

Compared 14% of the time

Amazon Connect vs NICE CXone

Compared 9% of the time

Salesforce Service Cloud vs NICE CXone

Compared 7% of the time

Zendesk vs NICE CXone

Compared 6% of the time

Five9 vs NICE CXone

Compared 5% of the time

More NICE CXone Competitors

Product Reports

Buyer's Guide

Contact Center as a Service (CCaaS)

January 2026

Download Cisco Webex Contact Center product report

Buyer's Guide

NICE CXone

January 2026

Download NICE CXone product report

Also Known As

CC-One, BroadSoft CC-One

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

Overview

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.

Cisco

NICE CXone offers comprehensive solutions for managing customer support across channels, ensuring consistent reporting with integrated dashboards and efficient call management. The platform supports scalability and integration, catering to organizations of all sizes with diverse communication needs.

NICE CXone enhances customer support by providing dynamic content structuring and robust HTML editing. With omnichannel integration, users experience consistent reporting across platforms. The intuitive dashboards allow customizable views, improving supervision and training efficiency. Call management benefits from efficient tagging and audio playback, while tools like inView aid real-time data monitoring and flexible system customization. Challenges include occasional system slowness, dashboard freezes, and the need for a more user-friendly interface. Reporting features could be simplified for easier custom report creation, and users suggest enhancing call quality. The implementation process might pose difficulties, with a demand for additional layout options and interface enhancements. Despite these issues, NICE CXone remains a favored choice for comprehensive customer support solutions.

What are the key features of NICE CXone?

Dynamic Content Structuring: Improves organization of customer data.
Omnichannel Integration: Provides consistent cross-platform reporting.
Customizable Dashboards: Allows personalized supervision views.
Efficient Call Management: Includes tagging and audio playback.
Real-Time Monitoring: Supported by tools like inView.

What benefits should users seek in reviews?

Scalability: Effective for organizations of all sizes.
Integration Capabilities: Seamlessly integrates with platforms like Microsoft Dynamics 365.
Supervision Efficiency: Enhances monitoring and task assignments.
Communication Improvement: Optimizes email and call handling.

NICE CXone is extensively utilized in industries focused on customer support and workforce management, especially within call centers. It optimizes quality management through call recordings and workforce efficiency by managing agent breaks and tasks. Its integration capability with Microsoft Dynamics 365 makes it a strategic tool for organizations aiming to streamline communication processes across multiple brands.

NICE

Sample Customers

AON, Office Depot, American Red Cross

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

Buyer's Guide

Cisco Webex Contact Center vs. NICE CXone

December 2025

Free Report: Cisco Webex Contact Center vs. NICE CXone

Find out what your peers are saying about Cisco Webex Contact Center vs. NICE CXone and other solutions. Updated: December 2025.

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