What users are saying about
5 Ratings
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Score 8 out of 100
68 Ratings
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Score 7.4 out of 100

Likelihood to Recommend

Altitude

  • 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.
Anonymous | TrustRadius Reviewer

Cisco Unified Contact Center

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Altitude
9.7
Cisco Unified Contact Center
7.1
Agent dashboard
Altitude
9.0
Cisco Unified Contact Center
7.1
Validate callers
Altitude
10.0
Cisco Unified Contact Center
7.5
Outbound response
Altitude
10.0
Cisco Unified Contact Center
7.0
Call forwarding
Altitude
10.0
Cisco Unified Contact Center
7.2
Click-to-call (CTC)
Altitude
9.0
Cisco Unified Contact Center
7.3
Warm transfer
Altitude
10.0
Cisco Unified Contact Center
7.5
Predictive dialing
Altitude
10.0
Cisco Unified Contact Center
6.8
Interactive voice response
Altitude
10.0
Cisco Unified Contact Center
7.6
REST APIs
Altitude
9.0
Cisco Unified Contact Center
7.2
Call scripts
Altitude
10.0
Cisco Unified Contact Center
6.5
Call tracking
Altitude
10.0
Cisco Unified Contact Center
7.9
Multichannel integration
Altitude
10.0
Cisco Unified Contact Center
6.6
CRM software integration
Altitude
9.0
Cisco Unified Contact Center
6.6

Workforce Optimization (WFO)

Altitude
9.6
Cisco Unified Contact Center
7.0
Inbound call routing
Altitude
10.0
Cisco Unified Contact Center
7.9
Omnichannel inbound routing
Altitude
10.0
Cisco Unified Contact Center
7.0
Recording
Altitude
10.0
Cisco Unified Contact Center
6.7
Quality management
Altitude
9.0
Cisco Unified Contact Center
6.7
Call analytics
Altitude
8.0
Cisco Unified Contact Center
7.2
Historical reporting
Altitude
10.0
Cisco Unified Contact Center
7.6
Live reporting
Altitude
10.0
Cisco Unified Contact Center
7.1
Customer surveys
Altitude
Cisco Unified Contact Center
6.1
Customer interaction analytics
Altitude
Cisco Unified Contact Center
6.4

Pros

Altitude

  • 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
Anonymous | TrustRadius Reviewer

Cisco Unified Contact Center

  • 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.
James Riley | TrustRadius Reviewer

Cons

Altitude

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

Altitude

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

Altitude

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

Altitude

No score
No answers yet
No answers on this topic

Cisco Unified Contact Center

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.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Altitude

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.
Anonymous | TrustRadius Reviewer

Cisco Unified Contact Center

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
Anonymous | TrustRadius Reviewer

Return on Investment

Altitude

  • 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)
Anonymous | 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

Pricing Details

Altitude

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

Altitude
9.0
Cisco Unified Contact Center
6.7

Likelihood to Renew

Altitude
Cisco Unified Contact Center
9.1

Usability

Altitude
Cisco Unified Contact Center
7.3

Support Rating

Altitude
Cisco Unified Contact Center
7.8

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