What users are saying about
8 Ratings
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Score 7.3 out of 100
59 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

8x8 Express

For the price, having all of these features is amazing. If you have separate divisions and want to not have a ton of crossover with calls this is a great setup. It isn’t a great setup if you need only one phone since it doesn’t make sense since you won’t use most of the features.
Luke Sullivan | TrustRadius Reviewer

Cisco Unified Contact Center

Cisco Unified Contact Center (UCCE) is best suited in the Large Enterprise Contact Centers that are geographically diverse (over 4K seats), and need to still support older ACD or PBX investments or have a need for a central routing platform to complement an array of ACD or PBX vendor connections.Nice InContact and Genesys PureCloud offerings are better suited to survive the next 5-10 years as they require less investment in deployment and implementation costs, Data Center space, hardware, etc.
James Riley | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

8x8 Express
Cisco Unified Contact Center
7.6
Agent dashboard
8x8 Express
Cisco Unified Contact Center
7.3
Validate callers
8x8 Express
Cisco Unified Contact Center
7.8
Outbound response
8x8 Express
Cisco Unified Contact Center
7.5
Call forwarding
8x8 Express
Cisco Unified Contact Center
7.9
Click-to-call (CTC)
8x8 Express
Cisco Unified Contact Center
8.0
Warm transfer
8x8 Express
Cisco Unified Contact Center
8.0
Predictive dialing
8x8 Express
Cisco Unified Contact Center
7.5
Interactive voice response
8x8 Express
Cisco Unified Contact Center
7.9
REST APIs
8x8 Express
Cisco Unified Contact Center
7.5
Call scripts
8x8 Express
Cisco Unified Contact Center
6.6
Call tracking
8x8 Express
Cisco Unified Contact Center
8.6
Multichannel integration
8x8 Express
Cisco Unified Contact Center
6.9
CRM software integration
8x8 Express
Cisco Unified Contact Center
7.3

Workforce Optimization (WFO)

8x8 Express
Cisco Unified Contact Center
7.6
Inbound call routing
8x8 Express
Cisco Unified Contact Center
8.3
Omnichannel inbound routing
8x8 Express
Cisco Unified Contact Center
7.3
Recording
8x8 Express
Cisco Unified Contact Center
7.4
Quality management
8x8 Express
Cisco Unified Contact Center
7.5
Call analytics
8x8 Express
Cisco Unified Contact Center
7.7
Historical reporting
8x8 Express
Cisco Unified Contact Center
8.4
Live reporting
8x8 Express
Cisco Unified Contact Center
7.9
Customer surveys
8x8 Express
Cisco Unified Contact Center
6.5
Customer interaction analytics
8x8 Express
Cisco Unified Contact Center
7.0

Pros

8x8 Express

  • Being able to forward calls to my cell phone when I am out of office.
  • So much functionality. So many options.
  • One set price instead of a bunch of add-on fees.
Luke Sullivan | TrustRadius Reviewer

Cisco Unified Contact Center

  • Call Control & Call routing. UCCX approach is simple and effective.
  • Reporting and accounting. With workforce optimization, you go beyond-- live call intercepts, supervisory control, call recordings, evaluation forms, surveys, workflows etc.
  • Skills, CSQ, Triggers, Call control group.
  • Ease of administration.
  • Modern innovative agent desktop software.
  • Finesse Administration and API.
Anonymous | TrustRadius Reviewer

Cons

8x8 Express

  • Setup is a pain.
  • Transferring numbers take a long time.
Luke Sullivan | TrustRadius Reviewer

Cisco Unified Contact Center

  • The Enterprise version Cisco Unified Contact Center has a lot of sunk cost involved and harder to support due to the expertise involved.
  • Licensing and ongoing support is also a huge undertaking. Licensing is hard to understand for Cisco in general. When you have created a certification for understanding Cisco Licensing maybe that is a hint to simplify your licensing instead.
  • The Express Unified Contact Center version is getting outdated and has capacity limitations. The Enterprise version is a huge undertaking to implement and get approved cost wise.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

8x8 Express

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

Support Rating

8x8 Express

8x8 Express 5.5
Based on 1 answer
If you get less than 4 phones you fall into the online only customer service. There were a couple of times that I could have used more assistance but figuring it out online was a bit of a hassle.
Luke Sullivan | TrustRadius Reviewer

Cisco Unified Contact Center

Cisco Unified Contact Center 7.9
Based on 10 answers
For call centers that don't mind a little manual work and do not want integration to other products, this solution is great! Lots of data is available and the management of call center agents is easily done with the Cisco Unified Contact Center application.
Anonymous | TrustRadius Reviewer

Alternatives Considered

8x8 Express

I love 8x8. Having not used Polycom phones before, the hardest part was learning how to set up and use the actual phones. 8x8 makes it a seamless transition from using other service providers. Their customer service is excellent although if you get their cheapest plan you will only get online assistance.
Luke Sullivan | TrustRadius Reviewer

Cisco Unified Contact Center

The Avaya solution was not up to date any longer and we began a search for a one-vendor-solution. If you compare the features they are quite similar and offer benefits on both sides. We went with Cisco since they are the market-leader
Anonymous | TrustRadius Reviewer

Return on Investment

8x8 Express

  • We are still learning all the nuances but we miss much fewer calls.
  • Transitioning calls to the appropriate person is much easier.
  • Ease of use.
Luke Sullivan | TrustRadius Reviewer

Cisco Unified Contact Center

  • I consider that the quality of service and functions are necessary for those who need an agent service.
  • The reporting and analysis of calls with customers help improve the satisfaction of the help provided.
  • Customers are satisfied with all the tools. The platform is complete.
Arturo Lopez | TrustRadius Reviewer

Screenshots

8x8 Express

Cisco Unified Contact Center

Pricing Details

8x8 Express

General

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

Cisco Unified Contact Center

General

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

Rating Summary

Likelihood to Recommend

8x8 Express
9.1
Cisco Unified Contact Center
8.1

Likelihood to Renew

8x8 Express
Cisco Unified Contact Center
9.1

Support Rating

8x8 Express
5.5
Cisco Unified Contact Center
7.9

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