What users are saying about
1 Ratings
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Score 8 out of 101
36 Ratings
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Score 8 out of 101

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Likelihood to Recommend

Acarda Outbound

I think that Acarda is a fantastic tool for any company that is perhaps not selling software, not offering technical support, has minimal technical needs internally, and wants a tool that just works well. We have had issues with support and dropped calls from other outbound and VOIP systems, Acarda was a really solid platform. I would imagine that the average Sales, Billing and Support Team of a small business or StartUp would find a lot to love here.
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Cisco Unified Contact Center

Well suited if you are running a call center and need to track/ record call volume. UCCX can be a pretty useful team for any organization management in order to make a decision by call traffic. UCCX can help in making the right decisions (increase/decrease workforce) add or move resources from low/normal traffic departments to high intense call volume departments
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Feature Rating Comparison

Contact Center Software

Acarda Outbound
Cisco Unified Contact Center
9.3
Agent dashboard
Acarda Outbound
Cisco Unified Contact Center
8.5
Validate callers
Acarda Outbound
Cisco Unified Contact Center
9.0
Outbound response
Acarda Outbound
Cisco Unified Contact Center
9.5
Call forwarding
Acarda Outbound
Cisco Unified Contact Center
9.5
Click-to-call (CTC)
Acarda Outbound
Cisco Unified Contact Center
9.0
Warm transfer
Acarda Outbound
Cisco Unified Contact Center
9.0
Predictive dialing
Acarda Outbound
Cisco Unified Contact Center
9.0
Interactive voice response
Acarda Outbound
Cisco Unified Contact Center
9.5
REST APIs
Acarda Outbound
Cisco Unified Contact Center
10.0
Call scripts
Acarda Outbound
Cisco Unified Contact Center
8.5
Call tracking
Acarda Outbound
Cisco Unified Contact Center
10.0
Multichannel integration
Acarda Outbound
Cisco Unified Contact Center
10.0
CRM software integration
Acarda Outbound
Cisco Unified Contact Center
10.0

Workforce Optimization (WFO)

Acarda Outbound
Cisco Unified Contact Center
9.6
Inbound call routing
Acarda Outbound
Cisco Unified Contact Center
10.0
Omnichannel inbound routing
Acarda Outbound
Cisco Unified Contact Center
10.0
Recording
Acarda Outbound
Cisco Unified Contact Center
10.0
Quality management
Acarda Outbound
Cisco Unified Contact Center
10.0
Call analytics
Acarda Outbound
Cisco Unified Contact Center
9.5
Historical reporting
Acarda Outbound
Cisco Unified Contact Center
9.0
Live reporting
Acarda Outbound
Cisco Unified Contact Center
8.0
Customer surveys
Acarda Outbound
Cisco Unified Contact Center
10.0
Customer interaction analytics
Acarda Outbound
Cisco Unified Contact Center
10.0

Pros

  • Simple Setup.
  • Great Support Team.
  • Never dropped calls.
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  • Stability in the software not crashing every week. I have had issues with a server not failing over to the backup server, then not failing back again in an older version. 6.x I believe.
  • I had no crashes or lockups when upgraded to 8.x. I attribute this to the stable servers and software. Not to mention regular maintenance is easier when supervisors support you.
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Cons

  • Lacked the level of integrations we needed with other software.
  • That's it. It was great otherwise.
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  • Reliance on Microsoft is huge pit fall
  • Need ICM modern API's
  • Multi hypervisor support
  • Support for automation tools (puppet,chefe,etc)
  • CVP migration off of windows
Mark Pareja profile photo

Likelihood to Renew

No score
No answers yet
No answers on this topic
Cisco Unified Contact Center9.8
Based on 4 answers
The new features being released provide a next generation approach to call routing and handling.
Mark Pareja profile photo

Alternatives Considered

I am not super familiar with the competitors because we moved away from this style of support soon after adopting Acarda, but I had no complaints while using it.
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Cisco Unified Contact Center Express was a replacement for legacy Avaya scripting with vectors and VDNs. This is much more intuitive and flexible
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Return on Investment

  • Easy to get started with.
  • Great workflow, especially for people starting in the industry.
  • Helped us meet our daily call goals.
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  • Reporting allows for training and development of customer service representatives.
  • Provide basic call recording as part of the system for training of agents without the need of separate recording servers.
  • Allows for agents to efficiently handle customer calls.
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Pricing Details

Acarda Outbound

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

Cisco Unified Contact Center

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Additional Pricing Details