Avaya Call Center Elite vs. Cisco Unified Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Avaya Call Center Elite
Score 7.9 out of 10
N/A
Avaya Call Center Elite is used to run a full-featured call center that handles inbound and outbound contacts, manageable with real-time and historical reporting insights. The CC Elite solution offers options for contact handling so customers are treated in a more efficient manner, enabling agents to more effectively respond to their needs.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
Avaya Call Center EliteCisco Unified Contact Center
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Avaya Call Center EliteCisco 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
Community Pulse
Avaya Call Center EliteCisco Unified Contact Center
Considered Both Products
Avaya Call Center Elite
Chose Avaya Call Center Elite
Avaya has been tried and true. The issue with the other places is everybody has the new bells and whistles that they think everybody wants, but when you have certain entities as big organizations, it's hard to always go to a cloud product or to go to uplift everything to …
Cisco Unified Contact Center
Chose Cisco Unified Contact Center
Cisco is right in line with these solutions from a call agent management solution. While it may require more effort to build reports (or even exporting them to manipulate the data to look the way I need), Cisco offers access to all of the data I need.
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
Avaya Call Center EliteCisco Unified Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Avaya Call Center Elite
7.3
24 Ratings
14% below category average
Cisco Unified Contact Center
9.5
40 Ratings
13% above category average
Agent dashboard7.314 Ratings9.540 Ratings
Validate callers7.518 Ratings9.536 Ratings
Outbound response6.813 Ratings9.436 Ratings
Call forwarding8.520 Ratings9.537 Ratings
Click-to-call (CTC)7.613 Ratings9.630 Ratings
Warm transfer8.021 Ratings9.735 Ratings
Predictive dialing7.411 Ratings9.727 Ratings
Interactive voice response7.214 Ratings9.634 Ratings
REST APIs6.99 Ratings9.630 Ratings
Call scripts7.817 Ratings9.535 Ratings
Call tracking8.819 Ratings9.438 Ratings
Multichannel integration5.211 Ratings9.630 Ratings
CRM software integration5.914 Ratings9.430 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Avaya Call Center Elite
7.2
20 Ratings
14% below category average
Cisco Unified Contact Center
9.3
41 Ratings
12% above category average
Inbound call routing8.017 Ratings9.738 Ratings
Omnichannel inbound routing7.28 Ratings9.630 Ratings
Recording7.316 Ratings8.835 Ratings
Quality management7.113 Ratings9.636 Ratings
Call analytics6.815 Ratings9.737 Ratings
Historical reporting7.217 Ratings9.539 Ratings
Live reporting7.216 Ratings9.639 Ratings
Customer surveys6.56 Ratings8.828 Ratings
Customer interaction analytics7.69 Ratings8.930 Ratings
Best Alternatives
Avaya Call Center EliteCisco Unified Contact Center
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 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
Avaya Call Center EliteCisco Unified Contact Center
Likelihood to Recommend
8.0
(32 ratings)
9.4
(49 ratings)
Likelihood to Renew
9.1
(1 ratings)
9.1
(5 ratings)
Usability
9.1
(1 ratings)
8.3
(7 ratings)
Support Rating
9.1
(1 ratings)
7.5
(15 ratings)
Implementation Rating
9.1
(1 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
8.0
(2 ratings)
Professional Services
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
Avaya Call Center EliteCisco Unified Contact Center
Likelihood to Recommend
Avaya
The way Technology is expanding, Elite can be utilized and integrated into any environment as long as it keeps pace with the merging needs. I strongly recommend that there needs to be more innovation within the product to bring it back to where it was in the past.
Read full review
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.
Read full review
Pros
Avaya
  • I think the reporting cause Elite does really good with reporting related to CMS and with the proper to-left knee programming. It performs well from a routing perspective. It will identify where the call needs to be routed to and it will cure it to that group pretty effectively. We've also found it to be relatively stable. You don't hear a lot of incidents about Call Center Elite going down. Sometimes it might be a database that might be having an issue or something else, but you never hear the call center has gone down or we can't route calls. You normally don't hear that. So it's been relatively stable.
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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.
Read full review
Cons
Avaya
  • I do feel that their support definitely needs a room for improvement. There is not a lot and I say that as in from the technology support side of it is the support definitely needs to be a lot better and that's because if we're running into troubles or issues, there's not a lot of help outside of when we go to Avaya to help fix it. We get a little down a bumpy road trying to get that fixed. The last time I was here, I worked up there.
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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.
Read full review
Likelihood to Renew
Avaya
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.
Read full review
Usability
Avaya
Very easy to use.
Read full review
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.
Read full review
Support Rating
Avaya
Avaya always has good partners for support.
Read full review
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
Avaya
I've used a C Experience portal, Contact Center Elite for Avaya Symposium, and Symposium Express for other manufacturers. I've used the Cisco solution for the Cisco. I believe the Contact Center Elite is the easiest of all the products for the enterprise industry and it's got the best user feel to be able to integrate it into your phone system
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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
Avaya
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
Avaya
No answers on this topic
Cisco
Scripting not supported
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Return on Investment
Avaya
  • Once purchased and running, you don't need to worry about it for years.
  • Support price is following the other companies. Price is good.
  • When you need to upgrade it the cost can grow fast as most of the time you need to replace hardware.
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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