Altitude uCI vs. Cisco Unified Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Altitude
Score 8.0 out of 10
N/A
Altitude uCI is a configurable, modular unified communications, VoIP, and inbound or outbound contact center solution from Portuguese company Altitude Software.N/A
Cisco Unified Contact Center
Score 8.4 out of 10
N/A
Cisco Unified Contact Center is a contact center platform that can support up to 24,000 agents. It supports call routing, omnichannel integrations, and a management portal for creating customer profiles, segmentation, and resource monitoring.N/A
Pricing
Altitude uCICisco Unified Contact Center
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
AltitudeCisco Unified Contact Center
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsMust contact sales team for pricing.
More Pricing Information
Features
Altitude uCICisco Unified Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Altitude uCI
9.7
1 Ratings
15% above category average
Cisco Unified Contact Center
9.4
39 Ratings
11% above category average
Agent dashboard9.01 Ratings9.439 Ratings
Validate callers10.01 Ratings9.435 Ratings
Outbound response10.01 Ratings9.335 Ratings
Call forwarding10.01 Ratings9.536 Ratings
Click-to-call (CTC)9.01 Ratings9.530 Ratings
Warm transfer10.01 Ratings9.634 Ratings
Predictive dialing10.01 Ratings9.626 Ratings
Interactive voice response10.01 Ratings9.533 Ratings
REST APIs9.01 Ratings9.529 Ratings
Call scripts10.01 Ratings9.434 Ratings
Call tracking10.01 Ratings9.337 Ratings
Multichannel integration10.01 Ratings9.529 Ratings
CRM software integration9.01 Ratings9.229 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Altitude uCI
9.6
1 Ratings
15% above category average
Cisco Unified Contact Center
9.3
40 Ratings
12% above category average
Inbound call routing10.01 Ratings9.637 Ratings
Omnichannel inbound routing10.01 Ratings9.529 Ratings
Recording10.01 Ratings8.834 Ratings
Quality management9.01 Ratings9.635 Ratings
Call analytics8.01 Ratings9.736 Ratings
Historical reporting10.01 Ratings9.438 Ratings
Live reporting10.01 Ratings9.538 Ratings
Customer surveys00 Ratings8.927 Ratings
Customer interaction analytics00 Ratings8.929 Ratings
Best Alternatives
Altitude uCICisco Unified Contact Center
Small Businesses
CloudTalk
CloudTalk
Score 9.7 out of 10
CloudTalk
CloudTalk
Score 9.7 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.7 out of 10
CloudTalk
CloudTalk
Score 9.7 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Altitude uCICisco Unified Contact Center
Likelihood to Recommend
9.0
(1 ratings)
9.3
(48 ratings)
Likelihood to Renew
-
(0 ratings)
9.1
(5 ratings)
Usability
-
(0 ratings)
8.3
(7 ratings)
Support Rating
-
(0 ratings)
7.5
(15 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
8.0
(2 ratings)
Professional Services
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
Altitude uCICisco Unified Contact Center
Likelihood to Recommend
Altitude Software
  • 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.
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Cisco
I would recommend it to other people in my contact and business circle, but if I recommend it to someone who has certain difficulties in accessing some tools within Cisco, he may have great difficulty in getting help because of the support that is lacking in most of the times.
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Pros
Altitude Software
  • 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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Cisco
  • 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.
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Cons
Altitude Software
  • User interface
  • Offers no direct access to its database
  • Support responsiveness could be better
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Cisco
  • 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.
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Likelihood to Renew
Altitude Software
No answers on this topic
Cisco
if it is up to me I would maintain its use. I was not able to make those decisions previously.
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Usability
Altitude Software
No answers on this topic
Cisco
To be honest, there are tools better than Cisco Unified Contact Center
because it largely depends on third party integrations with better
alternatives available now a days. However, Cisco Unified Contact Center has its own standards in terms of user experience and client satisfactions which serves every customers with a flawless experience.
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Support Rating
Altitude Software
No answers on this topic
Cisco
Cisco Unified Contact center is a very smart & reliable solution to go for. Its active-active sight base architecture and [customizable] features really help to deliver efficient customer service, enhanced next-gen experience, and uninterrupted operations. I believe every [organization] should opt for it if required.
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Alternatives Considered
Altitude Software
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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Cisco
Similar I guess, however, I feel like Avaya was more suited for a contact center and allowed for all information to be in one place. The QA Forms were more flexible and easy to review. Predicative analysis was available to assist with scheduling and staffing. It was easier to manipulate and implement- I didn't need to go through 3 different parties to make a simply modification.
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Contract Terms and Pricing Model
Altitude Software
No answers on this topic
Cisco
Licenses are very expensive. The customer has to buy IP telephony or Unified Communication and Collaboration Licenses and for Contact Center Solution licenses separately. There must be a price tone down as the competition is really high. New customers are willing to go for cloud-based solutions [that] are cheaper and easy to deploy.
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Professional Services
Altitude Software
No answers on this topic
Cisco
Scripting not supported
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Return on Investment
Altitude Software
  • 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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Cisco
  • A smoother route to helping end users with critical needs
  • With quick assist while on hold, less calls come into the pool while agents have the ability to assist more critical needs
  • The ability to work remotely during an extreme event assisting end users
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ScreenShots