What users are saying about
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107 Ratings
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Cisco Unified Contact Center

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107 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

OmniTouch

No answers on this topic

Cisco Unified Contact Center

In order to understand historical data, trends, and anticipated volume I need to manually piece together information from several different reports. [With Cisco Unified Contact Center it] is difficult for me to understand why calls were not handled (ie. agent availability, staffing, internal errors, complications, simply low volume, etc.) Reporting and statistics is difficult to analyze. I have trouble understanding trends. I can't anticipate growth or staffing needs.
Alyson Sherlock | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

OmniTouch
Cisco Unified Contact Center
8.3
Agent dashboard
OmniTouch
Cisco Unified Contact Center
8.3
Validate callers
OmniTouch
Cisco Unified Contact Center
8.8
Outbound response
OmniTouch
Cisco Unified Contact Center
8.0
Call forwarding
OmniTouch
Cisco Unified Contact Center
8.3
Click-to-call (CTC)
OmniTouch
Cisco Unified Contact Center
8.3
Warm transfer
OmniTouch
Cisco Unified Contact Center
8.4
Predictive dialing
OmniTouch
Cisco Unified Contact Center
8.1
Interactive voice response
OmniTouch
Cisco Unified Contact Center
8.3
REST APIs
OmniTouch
Cisco Unified Contact Center
8.2
Call scripts
OmniTouch
Cisco Unified Contact Center
8.5
Call tracking
OmniTouch
Cisco Unified Contact Center
8.4
Multichannel integration
OmniTouch
Cisco Unified Contact Center
8.3
CRM software integration
OmniTouch
Cisco Unified Contact Center
7.6

Workforce Optimization (WFO)

OmniTouch
Cisco Unified Contact Center
8.1
Inbound call routing
OmniTouch
Cisco Unified Contact Center
8.6
Omnichannel inbound routing
OmniTouch
Cisco Unified Contact Center
8.5
Recording
OmniTouch
Cisco Unified Contact Center
8.5
Quality management
OmniTouch
Cisco Unified Contact Center
8.0
Call analytics
OmniTouch
Cisco Unified Contact Center
7.8
Historical reporting
OmniTouch
Cisco Unified Contact Center
7.7
Live reporting
OmniTouch
Cisco Unified Contact Center
7.7
Customer surveys
OmniTouch
Cisco Unified Contact Center
7.9
Customer interaction analytics
OmniTouch
Cisco Unified Contact Center
8.3

Pros

OmniTouch

No answers on this topic

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

OmniTouch

No answers on this topic

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

Likelihood to Renew

OmniTouch

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

OmniTouch

No score
No answers yet
No answers on this topic

Cisco Unified Contact Center

Cisco Unified Contact Center 7.3
Based on 1 answer
Once set up and working it is a solid platform but it does take quite a bit of up front effort from a team of knowledgeable technical staff. The script editor and management tools are pretty intuitive and the Web Reskilling tool allows agents to be re-skilled on the fly so that is useful. The MIS tool is okay, but if you really want a good MI presentation layer then you need to invest in an add-on.
Anonymous | TrustRadius Reviewer

Support Rating

OmniTouch

No score
No answers yet
No answers on this topic

Cisco Unified Contact Center

Cisco Unified Contact Center 7.7
Based on 11 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

OmniTouch

No answers on this topic

Cisco Unified Contact Center

For customers that don't prefer the cloud solutions because they're afraid of data leak and instead prefer the on-premise solution to maintain their customers' sensitive data on their contact centers, i.e. banking sector, UCCE would win. This doesn't mean the cloud CCaaS won't maintain or secure the data, sometimes it's just a matter of governmental regulations that the organization should follow/comply with. From the business requirements complexity perspective, UCCE would also win because the ecosystem, features, and capabilities within it give you the freedom to build up the contact center within that. However, you will exert extra effort in the implementation phase to fulfill that. Otherwise, you might go for CCaaS if your requirements aren't complex with fewer third-party integrations and if you need to come up with your contact center in a short implementation time.
Mostafa Awad | TrustRadius Reviewer

Return on Investment

OmniTouch

No answers on this topic

Cisco Unified Contact Center

  • It gives us an idea of how difficult and tiresome it can be to implement a program like this for 2000+ employees.
  • We have reached AHT and CSAT goals that we have never reached before.
  • In general, it has been a good idea to implement this program despite the setbacks it gave, it has been worth it.
Brandon Marmol | TrustRadius Reviewer

Pricing Details

OmniTouch

General

Free Trial
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

OmniTouch
Cisco Unified Contact Center
7.3

Likelihood to Renew

OmniTouch
Cisco Unified Contact Center
9.1

Usability

OmniTouch
Cisco Unified Contact Center
7.3

Support Rating

OmniTouch
Cisco Unified Contact Center
7.7

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