What users are saying about
49 Ratings
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Top Rated
110 Ratings
49 Ratings
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Score 7.4 out of 100

Cisco Unified Contact Center

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Top Rated
110 Ratings
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Score 8.1 out of 100

Feature Set Ratings

    Contact Center Software

    3CX

    Feature Set Not Supported
    N/A
    8.4

    Cisco Unified Contact Center

    84%
    Cisco Unified Contact Center ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    8.5
    85%
    35 Ratings

    Validate callers

    N/A
    0 Ratings
    8.7
    87%
    31 Ratings

    Outbound response

    N/A
    0 Ratings
    8.2
    82%
    31 Ratings

    Call forwarding

    N/A
    0 Ratings
    8.5
    85%
    33 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    8.4
    84%
    26 Ratings

    Warm transfer

    N/A
    0 Ratings
    8.6
    86%
    30 Ratings

    Predictive dialing

    N/A
    0 Ratings
    8.3
    83%
    22 Ratings

    Interactive voice response

    N/A
    0 Ratings
    8.6
    86%
    29 Ratings

    REST APIs

    N/A
    0 Ratings
    8.4
    84%
    25 Ratings

    Call scripts

    N/A
    0 Ratings
    8.5
    85%
    30 Ratings

    Call tracking

    N/A
    0 Ratings
    8.4
    84%
    33 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.4
    84%
    25 Ratings

    CRM software integration

    N/A
    0 Ratings
    7.7
    77%
    25 Ratings

    Workforce Optimization (WFO)

    3CX

    Feature Set Not Supported
    N/A
    8.4

    Cisco Unified Contact Center

    84%
    Cisco Unified Contact Center ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    8.9
    89%
    33 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.5
    85%
    25 Ratings

    Recording

    N/A
    0 Ratings
    8.7
    87%
    32 Ratings

    Quality management

    N/A
    0 Ratings
    8.5
    85%
    31 Ratings

    Call analytics

    N/A
    0 Ratings
    8.3
    83%
    32 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.1
    81%
    34 Ratings

    Live reporting

    N/A
    0 Ratings
    8.2
    82%
    34 Ratings

    Customer surveys

    N/A
    0 Ratings
    8.2
    82%
    25 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.6
    86%
    27 Ratings

    Attribute Ratings

    • Cisco Unified Contact Center is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    6.5

    3CX

    65%
    12 Ratings
    7.8

    Cisco Unified Contact Center

    78%
    43 Ratings

    Likelihood to Renew

    3CX

    N/A
    0 Ratings
    9.1

    Cisco Unified Contact Center

    91%
    5 Ratings

    Usability

    3CX

    N/A
    0 Ratings
    8.3

    Cisco Unified Contact Center

    83%
    7 Ratings

    Support Rating

    5.4

    3CX

    54%
    4 Ratings
    7.5

    Cisco Unified Contact Center

    75%
    18 Ratings

    Contract Terms and Pricing Model

    3CX

    N/A
    0 Ratings
    8.0

    Cisco Unified Contact Center

    80%
    2 Ratings

    Professional Services

    3CX

    N/A
    0 Ratings
    8.0

    Cisco Unified Contact Center

    80%
    1 Rating

    Likelihood to Recommend

    3CX

    In many scenarios decision is driven by budget and compared to other solutions at the time of purchase [3CX] was simply the cheapest solution for what it has to offer. If you are looking for integrations, extensibility, and advanced functionalities, this might not be a solution for you. At the time of use (and this may have changed by now), there was a lack of APIs, CLI commands, and similar so nothing could be automated with the system. There are ways of importing data through CSV but automation would solve us so much time and support calls if we were able to connect with other systems.
    Anonymous | TrustRadius Reviewer

    Cisco Unified Contact Center

    I would recommend it to other people in my contact and business circle, but if I recommend it to someone who has certain difficulties in accessing some tools within Cisco, he may have great difficulty in getting help because of the support that is lacking in most of the times.
    Gustavo Alves | TrustRadius Reviewer

    Pros

    3CX

    • Simplicity: Using a single 3CX interface we can manage every phone and extension used throughout our company.
    • Flexibility: There are a wide variety of options to configure each extension and phone. Changing anything after the hardware is deployed is very easy.
    • Portability: Phones with 3CX can be easily moved or repurposed within an office or at remote locations, including users' homes. The mobile app allows users to use their office extension anywhere without exposing their cell number.
    Anonymous | TrustRadius Reviewer

    Cisco Unified Contact Center

    • Provides you with a solid routing engine that was built to handle Service Provider level throughput - if you need stability and a work horse this is the platform for you.
    • The core features on the whole are good, but where UCCE is very good is the eco-system of Solutions Plus partner integrations that expand on the core capabilities with the market leaders in areas such as WFO, Campaign Management, Biometrics and Natural Language.
    • The investment Cisco makes in the CC space means they are always improving the platform features, scale and reliability.
    Anonymous | TrustRadius Reviewer

    Cons

    3CX

    • I would like to be able to see direct-dial numbers on the handsets. Currently that is not possible but that would be a nice feature.
    • You need an SBC per location, which can be a point of failure.
    • You also need a server that might get disconnected, which is another point of failure.
    Daniel Merkl | TrustRadius Reviewer

    Cisco Unified Contact Center

    • After 25+ years, the product still requires experienced and highly skilled engineers to deploy the product properly per Cisco Best Practice guidelines.
    • Third-party integrations are also very cumbersome and require highly skilled and experienced engineers and significant time and financial investment to deploy.
    • Upgrading the product is cumbersome and requires Cisco ATP or Cisco AS which is time consuming and very expensive.
    James Riley | TrustRadius Reviewer

    Pricing Details

    3CX

    General

    Free Trial
    Yes
    Free/Freemium Version
    Yes
    Premium Consulting/Integration Services
    Yes
    Entry-level set up fee?
    Optional

    Starting Price

    $0

    3CX Editions & Modules

    Edition
    StandardFree
    Pro1.082
    Enterprise1.312
    1. none
    2. per user/per month
    Additional Pricing Details
    Price displayed is based on 25 users. 3CX pricing is based on the number of simultaneous calls your business requires or in other words, how many calls your system needs to support at once. Unlike other PBX vendors there is no per extension cost.

    Cisco Unified Contact Center

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    Cisco Unified Contact Center Editions & Modules

    Additional Pricing Details
    Must contact sales team for pricing.

    Likelihood to Renew

    3CX

    No score
    No answers yet
    No answers on this topic

    Cisco Unified Contact Center

    Cisco Unified Contact Center 9.1
    Based on 5 answers
    if it is up to me I would maintain its use. I was not able to make those decisions previously.
    Anonymous | TrustRadius Reviewer

    Usability

    3CX

    No score
    No answers yet
    No answers on this topic

    Cisco Unified Contact Center

    Cisco Unified Contact Center 8.3
    Based on 7 answers
    To be honest, there are tools better than Cisco Unified Contact Center
    because it largely depends on third party integrations with better
    alternatives available now a days. However, Cisco Unified Contact Center has its own standards in terms of user experience and client satisfactions which serves every customers with a flawless experience.
    Pratham Radadiya | TrustRadius Reviewer

    Support Rating

    3CX

    3CX 5.4
    Based on 4 answers
    The 3CX Phone System is only a five because while they provide set-up/how-to/Q and A documents to help your district or company get started, they do not offer support for free. The documents provided, though, are good enough for you to get you up and running. We also found a good source of help through a sip trunk provider, which was a 3CX reseller provider.
    Laura Steinbrink | TrustRadius Reviewer

    Cisco Unified Contact Center

    Cisco Unified Contact Center 7.5
    Based on 18 answers
    Cisco Unified Contact center is a very smart & reliable solution to go for. Its active-active sight base architecture and [customizable] features really help to deliver efficient customer service, enhanced next-gen experience, and uninterrupted operations. I believe every [organization] should opt for it if required.
    Anonymous | TrustRadius Reviewer

    Alternatives Considered

    3CX

    The main differences between 8x8, Inc. and 3CX is pricing and ease of use in my opinion. The 3CX system uses annual based pricing plans based on of simultaneous calls your company needs, not the number of extensions/users and offers a free plan. 8x8, Inc. charges per extension with different plans. We currently have 19 extensions so the 3CX system makes more sense for us, however, if your company only has a few extensions you may want to throughly consider both options. In my experience, it was difficult to add new extensions and phones with 8x8 because at least at that time we had 8x8 I could not add anything on the web admin. I had to call a sales rep which took a lot more time. Also, if you didn't purchase a phone and/or headset directly from 8x8 at a usually higher price than Amazon for example then you would have to spend anywhere from 30 minutes to hours on the phone with 8x8 tech support to program the phone to work with the 8x8 system so adding a new extension could turn into a long ordeal. I can easily add new extensions on 3CX directly in the web cpanel. Granted, if you are actually adding a new phone number you would need to purchase that number from a company like ATT first before adding it to 3CX. The difference between a phone number and an extension would be a phone number allows a customer to call in directly using that number. The extension would require the customer to call the main business number then be transferred to the extension. 3CX provides a list of supported phone models on their website
    Anonymous | TrustRadius Reviewer

    Cisco Unified Contact Center

    Similar I guess, however, I feel like Avaya was more suited for a contact center and allowed for all information to be in one place. The QA Forms were more flexible and easy to review. Predicative analysis was available to assist with scheduling and staffing. It was easier to manipulate and implement- I didn't need to go through 3 different parties to make a simply modification.
    Alyson Sherlock | TrustRadius Reviewer

    Contract Terms and Pricing Model

    3CX

    No score
    No answers yet
    No answers on this topic

    Cisco Unified Contact Center

    Cisco Unified Contact Center 8.0
    Based on 2 answers
    Licenses are very expensive. The customer has to buy IP telephony or Unified Communication and Collaboration Licenses and for Contact Center Solution licenses separately. There must be a price tone down as the competition is really high. New customers are willing to go for cloud-based solutions [that] are cheaper and easy to deploy.
    Anonymous | TrustRadius Reviewer

    Professional Services

    3CX

    No score
    No answers yet
    No answers on this topic

    Cisco Unified Contact Center

    Cisco Unified Contact Center 8.0
    Based on 1 answer
    Scripting not supported
    Anonymous | TrustRadius Reviewer

    Return on Investment

    3CX

    • 3CX has a lot to offer for a very low cost as its business model is based on simultaneous calls and not per device. It's very cost effective and very affordable.
    • As the 3CX server does not require a high-performance server to run, with the Public Cloud option, it might allow even further savings.
    Artur Bittencourt | TrustRadius Reviewer

    Cisco Unified Contact Center

    • Simplifications in the suite are needed because we faced hard times with its implementation.
    • The product is price worthy when comparing it with what it really provides and offers.
    • Helps large-size organizations/businesses provide a good customer experience that complies with their complex business requirements.
    Mostafa Awad | TrustRadius Reviewer

    Screenshots

    Cisco Unified Contact Center

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