Altitude vs Cisco Unified Contact Center

Likelihood to Recommend

Both inbound and outbound interactions for telephony, social media (Twitter and Facebook out of the box), email, chat and more.
Powerful predictive dialing--gives the option to change between dialing modes without interruptions.
Offers the possibility to load customer data and tie interactions with specific customers to get a better idea of the customer's journey.
Offers the possibility to save interaction outcomes and present them in monitoring and reports.
Cannot replace a corporate PBX.

Verified User

Engineer in Engineering

Computer Software Company, 51-200 employees

Large and complex customer environments where the call flows integrate with multiple back-end systems within a customer's Data Center are a good fit for UCCE. It also caters well for customers with a widely distributed workforce that are connected via good networking links or have remote workers. Small contact centers with simplistic call flows and no future need for complexity like Biometrics and the like would do better from choosing a contact center such as Contact Centre Express or Webex CC as an example.

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Verified User

Professional in Information Technology

Telecommunications Company, 10,001+ employees

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Feature Rating Comparison

Altitude

Cisco Unified Contact Center

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Altitude

Cisco Unified Contact Center

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

Predictive outbound
Offers a reliable CRM-lite option
GDPR platform module
Customizable reports
Powerful IVR flows with many options
Web-based management and agent applications available

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Verified User

Engineer in Engineering

Computer Software Company, 51-200 employees

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Provides a great cradle-to-grave reporting capability of a customer journey through the Customer Contact Center.
Integrations with numerous third-party vendors providing the end-user several choices in vendors offering similar offerings.
The User community is vast, yet tight knit and collaborative spirited.
Documentation set is vast
Reliable once installed correctly and patched regularly.

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James Riley

Services Team Lead - Technical Services

NTT Ltd.Information Technology and Services, 10,001+ employees

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Cons

User interface
Offers no direct access to its database
Support responsiveness could be better

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Verified User

Engineer in Engineering

Computer Software Company, 51-200 employees

View all 1 answers on this topic

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.

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Verified User

Engineer in Information Technology

Government Administration Company, 501-1000 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

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.

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Verified User

Technician in Information Technology

Insurance Company, 201-500 employees

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Usability

No score

No answers yet

No answers on this topic

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.

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Verified User

Professional in Information Technology

Telecommunications Company, 10,001+ employees

View all 1 answers on this topic

Support Rating

No score

No answers yet

No answers on this topic

Cisco Unified Contact Center 7.8

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.

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Verified User

Director in Customer Service

Retail Company, 10,001+ employees

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Alternatives Considered

Altitude uCI offers some CRM capabilities that Genesys Cloud does not. It offers the option to store multi-dimensional interaction outcomes and presents them in reports. Altitude uCI agent scripts can be more elaborate than Genesys Could ones, and its reports are fully customizable. While Genesys Cloud is moving toward that direction, it still doesn't offer the level of customizability Altitude Xperience does.

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Verified User

Engineer in Engineering

Computer Software Company, 51-200 employees

View all 1 answers on this topic

Since [Cisco Unified Contact Center] UCC has been around forever, there has been little to no effort to enhance UCCE/X as core platforms. Chances are good they will be sunset sooner than later. CVP has potential as an on prem solution. The future is Webex Contact Center as long as it can keep up with platforms in the CCaaS Magic Quadrant

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Verified User

Engineer in Information Technology

Financial Services Company, 10,001+ employees

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Return on Investment

Reliable prediction improves productivity
Multichannel integration offers an all-in-one solution
Offers its own custom-made PBX solution that is more reasonably priced than standalone PBX solutions
Can work with existing corporate PBXs (Cisco, Alcatel, Avaya)

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Verified User

Engineer in Engineering

Computer Software Company, 51-200 employees

View all 1 answers on this topic

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.

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Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

Altitude

Cisco Unified Contact Center

Altitude

Cisco Unified Contact Center

Altitude

Cisco Unified Contact Center

Altitude

Cisco Unified Contact Center

Likelihood to Recommend

Altitude

Cisco Unified Contact Center

Feature Rating Comparison

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

Altitude

Cisco Unified Contact Center

Cons

Altitude

Cisco Unified Contact Center

Likelihood to Renew

Altitude

Cisco Unified Contact Center

Usability

Altitude

Cisco Unified Contact Center

Support Rating

Altitude

Cisco Unified Contact Center

Alternatives Considered

Altitude

Cisco Unified Contact Center

Return on Investment

Altitude

Cisco Unified Contact Center

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Rating Summary

Add comparison