What users are saying about
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Top Rated
178 Ratings
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Top Rated
110 Ratings

8x8 Contact Center

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Top Rated
178 Ratings
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Score 7.7 out of 100

Cisco Unified Contact Center

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Top Rated
110 Ratings
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Score 8.2 out of 100

Feature Set Ratings

  • Cisco Unified Contact Center ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

7.4

8x8 Contact Center

74%
8.4

Cisco Unified Contact Center

84%
Cisco Unified Contact Center ranks higher in 12/13 features

Agent dashboard

8.0
80%
69 Ratings
8.5
85%
35 Ratings

Validate callers

7.0
70%
62 Ratings
8.7
87%
31 Ratings

Outbound response

8.3
83%
59 Ratings
8.2
82%
31 Ratings

Call forwarding

7.8
78%
77 Ratings
8.5
85%
33 Ratings

Click-to-call (CTC)

6.6
66%
41 Ratings
8.4
84%
26 Ratings

Warm transfer

8.3
83%
71 Ratings
8.6
86%
30 Ratings

Predictive dialing

6.6
66%
28 Ratings
8.3
83%
22 Ratings

Interactive voice response

7.6
76%
41 Ratings
8.6
86%
29 Ratings

REST APIs

7.2
72%
25 Ratings
8.4
84%
25 Ratings

Call scripts

7.6
76%
40 Ratings
8.5
85%
30 Ratings

Call tracking

6.9
69%
67 Ratings
8.4
84%
33 Ratings

Multichannel integration

8.3
83%
37 Ratings
8.4
84%
25 Ratings

CRM software integration

6.2
62%
36 Ratings
7.7
77%
25 Ratings

Workforce Optimization (WFO)

8.2

8x8 Contact Center

82%
8.4

Cisco Unified Contact Center

84%
Cisco Unified Contact Center ranks higher in 6/9 features

Inbound call routing

8.6
86%
64 Ratings
8.9
89%
33 Ratings

Omnichannel inbound routing

9.1
91%
32 Ratings
8.5
85%
25 Ratings

Recording

8.1
81%
62 Ratings
8.7
87%
32 Ratings

Quality management

7.3
73%
60 Ratings
8.5
85%
31 Ratings

Call analytics

7.8
78%
63 Ratings
8.3
83%
32 Ratings

Historical reporting

8.2
82%
57 Ratings
8.1
81%
34 Ratings

Live reporting

9.0
90%
1 Rating
8.2
82%
34 Ratings

Customer surveys

7.6
76%
27 Ratings
8.2
82%
25 Ratings

Customer interaction analytics

N/A
0 Ratings
8.6
86%
27 Ratings

Attribute Ratings

  • 8x8 Contact Center is rated higher in 1 area: Likelihood to Recommend
  • Cisco Unified Contact Center is rated higher in 3 areas: Usability, Support Rating, Contract Terms and Pricing Model
  • 8x8 Contact Center and Cisco Unified Contact Center are tied in 1 area: Likelihood to Renew

Likelihood to Recommend

7.9

8x8 Contact Center

79%
84 Ratings
7.8

Cisco Unified Contact Center

78%
43 Ratings

Likelihood to Renew

9.1

8x8 Contact Center

91%
1 Rating
9.1

Cisco Unified Contact Center

91%
5 Ratings

Usability

8.1

8x8 Contact Center

81%
16 Ratings
8.3

Cisco Unified Contact Center

83%
7 Ratings

Support Rating

6.4

8x8 Contact Center

64%
73 Ratings
7.5

Cisco Unified Contact Center

75%
18 Ratings

Implementation Rating

9.1

8x8 Contact Center

91%
1 Rating

Cisco Unified Contact Center

N/A
0 Ratings

Contract Terms and Pricing Model

7.3

8x8 Contact Center

73%
1 Rating
8.0

Cisco Unified Contact Center

80%
2 Ratings

Professional Services

8x8 Contact Center

N/A
0 Ratings
8.0

Cisco Unified Contact Center

80%
1 Rating

Likelihood to Recommend

8x8 Contact Center

8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
Amye Roberson | 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

8x8 Contact Center

  • Tracks all inbound and outbound calls from our organization.
  • Gives us the ability to record and review calls.
  • Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
Gary Savage | 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

8x8 Contact Center

  • Post-sale support through the online ticket system is painfully slow.
  • It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
  • The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
Anonymous | 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

8x8 Contact Center

General

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

Starting Price

Cisco Unified Contact Center

General

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

Starting Price

Likelihood to Renew

8x8 Contact Center

8x8 Contact Center 9.1
Based on 1 answer
No answer on this topic is available.

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

8x8 Contact Center

8x8 Contact Center 8.1
Based on 16 answers
The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
Kelly Disera | TrustRadius Reviewer

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

8x8 Contact Center

8x8 Contact Center 6.4
Based on 73 answers
The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
Chris Nguyen | 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

Implementation Rating

8x8 Contact Center

8x8 Contact Center 9.1
Based on 1 answer
It was extremely easy
Amye Roberson | TrustRadius Reviewer

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Alternatives Considered

8x8 Contact Center

Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
Chris Bugg | 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

8x8 Contact Center

8x8 Contact Center 7.3
Based on 1 answer
It is pretty much "Par for the course" with the options out there with other vendors.
Keith Simpson | TrustRadius Reviewer

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

8x8 Contact Center

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

8x8 Contact Center

  • The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
  • We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.
Michael Furman | 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

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