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Top Rated
157 Ratings
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Top Rated
113 Ratings

Avaya OneCloud CCaaS

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Top Rated
157 Ratings
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Score 7.8 out of 100

Cisco Unified Contact Center

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Top Rated
113 Ratings
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Score 8.2 out of 100

Feature Set Ratings

  • Avaya OneCloud CCaaS ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

9.0

Avaya OneCloud CCaaS

90%
8.4

Cisco Unified Contact Center

84%
Avaya OneCloud CCaaS ranks higher in 13/13 features

Agent dashboard

9.1
91%
25 Ratings
8.5
85%
35 Ratings

Validate callers

9.2
92%
24 Ratings
8.7
87%
31 Ratings

Outbound response

9.0
90%
24 Ratings
8.2
82%
31 Ratings

Call forwarding

9.3
93%
26 Ratings
8.6
86%
33 Ratings

Click-to-call (CTC)

8.8
88%
21 Ratings
8.5
85%
26 Ratings

Warm transfer

8.9
89%
25 Ratings
8.7
87%
30 Ratings

Predictive dialing

8.4
84%
21 Ratings
8.4
84%
22 Ratings

Interactive voice response

8.8
88%
21 Ratings
8.6
86%
29 Ratings

REST APIs

9.0
90%
20 Ratings
8.4
84%
25 Ratings

Call scripts

9.2
92%
22 Ratings
8.5
85%
30 Ratings

Call tracking

9.3
93%
25 Ratings
8.4
84%
33 Ratings

Multichannel integration

8.9
89%
24 Ratings
8.4
84%
25 Ratings

CRM software integration

9.2
92%
23 Ratings
7.7
77%
25 Ratings

Workforce Optimization (WFO)

9.0

Avaya OneCloud CCaaS

90%
8.5

Cisco Unified Contact Center

85%
Avaya OneCloud CCaaS ranks higher in 9/9 features

Inbound call routing

9.3
93%
27 Ratings
8.9
89%
33 Ratings

Omnichannel inbound routing

9.2
92%
25 Ratings
8.5
85%
25 Ratings

Recording

8.8
88%
25 Ratings
8.7
87%
32 Ratings

Quality management

8.9
89%
25 Ratings
8.5
85%
31 Ratings

Call analytics

8.9
89%
25 Ratings
8.3
83%
32 Ratings

Historical reporting

8.7
87%
25 Ratings
8.1
81%
34 Ratings

Live reporting

9.1
91%
25 Ratings
8.2
82%
34 Ratings

Customer surveys

9.0
90%
23 Ratings
8.3
83%
25 Ratings

Customer interaction analytics

8.9
89%
23 Ratings
8.6
86%
27 Ratings

Attribute Ratings

  • Avaya OneCloud CCaaS is rated higher in 1 area: Likelihood to Recommend
  • Cisco Unified Contact Center is rated higher in 3 areas: Likelihood to Renew, Usability, Support Rating

Likelihood to Recommend

8.4

Avaya OneCloud CCaaS

84%
44 Ratings
7.9

Cisco Unified Contact Center

79%
43 Ratings

Likelihood to Renew

8.0

Avaya OneCloud CCaaS

80%
13 Ratings
9.1

Cisco Unified Contact Center

91%
5 Ratings

Usability

8.0

Avaya OneCloud CCaaS

80%
6 Ratings
8.3

Cisco Unified Contact Center

83%
7 Ratings

Availability

7.0

Avaya OneCloud CCaaS

70%
2 Ratings

Cisco Unified Contact Center

N/A
0 Ratings

Performance

10.0

Avaya OneCloud CCaaS

100%
2 Ratings

Cisco Unified Contact Center

N/A
0 Ratings

Support Rating

6.3

Avaya OneCloud CCaaS

63%
6 Ratings
7.5

Cisco Unified Contact Center

75%
18 Ratings

Implementation Rating

9.1

Avaya OneCloud CCaaS

91%
6 Ratings

Cisco Unified Contact Center

N/A
0 Ratings

Contract Terms and Pricing Model

Avaya OneCloud CCaaS

N/A
0 Ratings
8.0

Cisco Unified Contact Center

80%
2 Ratings

Professional Services

Avaya OneCloud CCaaS

N/A
0 Ratings
8.0

Cisco Unified Contact Center

80%
1 Rating

Likelihood to Recommend

Avaya OneCloud CCaaS

Great for conference calls internationally. Connectivity is great and it's user friendly. Great for organizations looking to communicate globally, and also for sales teams. Not the best fit for smaller organizations as there are cheaper and easier to implement solutions out there if the requirement is just for internal communication
Aly Hajiani | TrustRadius Reviewer

Cisco Unified Contact Center

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.
Gustavo Alves | TrustRadius Reviewer

Pros

Avaya OneCloud CCaaS

  • Strengths of Avaya include the ability to answer incoming calls in a convenient format for employees.
  • The use of Avaya proves the user-friendly design and a way for employees to adjust settings in a clear and concise manner to adjust for his or her preferences.
  • Avaya also allows the employee to transfer and conference calls in an easy drag-and-drop method and is very user-friendly.
  • The functionality of Avaya allows for the virtual employee to log in, choose various auxiliaries chosen by your company to ensure schedule adherence and maintain corroboration with other applications and software programs.
Shauna Stermer | TrustRadius Reviewer

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

Avaya OneCloud CCaaS

  • Avaya could use some improvement in moving calls off the system when they have arrived at a far destination. This is a technical point and will not be often encountered by users or most technicians and really is no fault of Avaya but crossing over into local telephone systems around the world would be a great advantage.
  • The methods for interacting with some of the menus are rather involved. The system is highly complex but at this time it is mature enough to start bringing all the control features under one roof rather than through three separate interfaces.
Alfred Brock | TrustRadius Reviewer

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

Pricing Details

Avaya OneCloud CCaaS

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Required

Starting Price

$48 per month

Cisco Unified Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

Likelihood to Renew

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 8.0
Based on 13 answers
I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.
Michelle VanderBand | TrustRadius Reviewer

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

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 8.0
Based on 6 answers
I find Avaya easy to use but I am not a beginner. I think it is much more difficult for beginners unless the administrator has some basic programming skills. The system is getting more difficult to use but I enjoy learning and haven't found myself stumped yet.
Michelle VanderBand | TrustRadius Reviewer

Cisco Unified Contact Center

Cisco Unified Contact Center 8.3
Based on 7 answers
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.
Pratham Radadiya | TrustRadius Reviewer

Support Rating

Avaya OneCloud CCaaS

Avaya OneCloud CCaaS 6.3
Based on 6 answers
I give it this rating because the support services of Avaya have proven to be reliable when needed. Great feedback for our queries has always been received from the support agents. 24/7 availability of support, which is very essential as our Call Center department also functions this way, therefore, the knowledge and technical support we require is always available to us.
Uchenna Ezumezuh | TrustRadius Reviewer

Cisco Unified Contact Center

Cisco Unified Contact Center 7.5
Based on 18 answers
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.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Avaya OneCloud CCaaS

There are other vendors out there, Cisco, Mitel, Shortel, etc.... We also sell Panasonic systems. Panasonic fills a gap/price point for the businesses that wants to rely on us to manage their phone system, and get their foot in the door with a phone system. The Panasonic from an administration side can be rough on a system administrator trying to do their own MAC work. Cisco and the others all have their benefits, and drawbacks. Each have their own pricing and feature models, so it is really a wash in a matter of speaking until you get into the realm of support, licensing, and integrating with 3rd party vendors.If you do need to rely on a 3rd party vendor to integrate with your AVAYA solution, if the vendor is a Dev Connect partner you know it will work. Avaya spends weeks with vendors testing and creating documentation on how to integrate a multitude of solutions with their partners. Other competitors are lacking in this department.
Richard Heller | TrustRadius Reviewer

Cisco Unified Contact Center

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.
Alyson Sherlock | TrustRadius Reviewer

Contract Terms and Pricing Model

Avaya OneCloud CCaaS

No score
No answers yet
No answers on this topic

Cisco Unified Contact Center

Cisco Unified Contact Center 8.0
Based on 2 answers
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.
Anonymous | TrustRadius Reviewer

Professional Services

Avaya OneCloud CCaaS

No score
No answers yet
No answers on this topic

Cisco Unified Contact Center

Cisco Unified Contact Center 8.0
Based on 1 answer
Scripting not supported
Anonymous | TrustRadius Reviewer

Return on Investment

Avaya OneCloud CCaaS

  • 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.
Anonymous | TrustRadius Reviewer

Cisco Unified Contact Center

  • Simplifications in the suite are needed because we faced hard times with its implementation.
  • The product is price worthy when comparing it with what it really provides and offers.
  • Helps large-size organizations/businesses provide a good customer experience that complies with their complex business requirements.
Mostafa Awad | TrustRadius Reviewer

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