What users are saying about
83 Ratings
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Based on 83 reviews and ratings
Cisco Unified Contact Center
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Top Rated
110 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.1 out of 100
Based on 110 reviews and ratings
Feature Set Ratings
Contact Center Software
Avaya OneCloud UCaaS
Feature Set Not Supported
N/A
8.4
Cisco Unified Contact Center
84%
Cisco Unified Contact Center ranks higher in 13/13 features
Cisco Unified Contact Center ranks higher in 13/13 features
Agent dashboard
N/A
0 Ratings
8.5
85%
35 Ratings
Validate callers
N/A
0 Ratings
8.7
87%
31 Ratings
Outbound response
N/A
0 Ratings
8.2
82%
31 Ratings
Call forwarding
N/A
0 Ratings
8.5
85%
33 Ratings
Click-to-call (CTC)
N/A
0 Ratings
8.4
84%
26 Ratings
Warm transfer
N/A
0 Ratings
8.6
86%
30 Ratings
Predictive dialing
N/A
0 Ratings
8.3
83%
22 Ratings
Interactive voice response
N/A
0 Ratings
8.6
86%
29 Ratings
REST APIs
N/A
0 Ratings
8.4
84%
25 Ratings
Call scripts
N/A
0 Ratings
8.5
85%
30 Ratings
Call tracking
N/A
0 Ratings
8.4
84%
33 Ratings
Multichannel integration
N/A
0 Ratings
8.4
84%
25 Ratings
CRM software integration
N/A
0 Ratings
7.7
77%
25 Ratings
Workforce Optimization (WFO)
Avaya OneCloud UCaaS
Feature Set Not Supported
N/A
8.4
Cisco Unified Contact Center
84%
Cisco Unified Contact Center ranks higher in 9/9 features
Cisco Unified Contact Center ranks higher in 9/9 features
Inbound call routing
N/A
0 Ratings
8.9
89%
33 Ratings
Omnichannel inbound routing
N/A
0 Ratings
8.5
85%
25 Ratings
Recording
N/A
0 Ratings
8.7
87%
32 Ratings
Quality management
N/A
0 Ratings
8.5
85%
31 Ratings
Call analytics
N/A
0 Ratings
8.3
83%
32 Ratings
Historical reporting
N/A
0 Ratings
8.1
81%
34 Ratings
Live reporting
N/A
0 Ratings
8.2
82%
34 Ratings
Customer surveys
N/A
0 Ratings
8.2
82%
25 Ratings
Customer interaction analytics
N/A
0 Ratings
8.6
86%
27 Ratings
Attribute Ratings
- Avaya OneCloud UCaaS is rated higher in 5 areas: Likelihood to Recommend, Usability, Support Rating, Contract Terms and Pricing Model, Professional Services
Likelihood to Recommend
9.5
Avaya OneCloud UCaaS
95%
28 Ratings
7.8
Cisco Unified Contact Center
78%
43 Ratings
Likelihood to Renew
Avaya OneCloud UCaaS
N/A
0 Ratings
9.1
Cisco Unified Contact Center
91%
5 Ratings
Usability
9.1
Avaya OneCloud UCaaS
91%
4 Ratings
8.3
Cisco Unified Contact Center
83%
7 Ratings
Availability
9.7
Avaya OneCloud UCaaS
97%
3 Ratings
Cisco Unified Contact Center
N/A
0 Ratings
Performance
9.5
Avaya OneCloud UCaaS
95%
3 Ratings
Cisco Unified Contact Center
N/A
0 Ratings
Support Rating
9.7
Avaya OneCloud UCaaS
97%
26 Ratings
7.5
Cisco Unified Contact Center
75%
18 Ratings
Contract Terms and Pricing Model
9.1
Avaya OneCloud UCaaS
91%
3 Ratings
8.0
Cisco Unified Contact Center
80%
2 Ratings
Professional Services
9.6
Avaya OneCloud UCaaS
96%
2 Ratings
8.0
Cisco Unified Contact Center
80%
1 Rating
Likelihood to Recommend
Avaya OneCloud UCaaS
The Avaya solution only adds to the collaboration of companies with unlimited meetings and no time limit. Cloud recording features not depending on local storage space. The software has high build quality and allows high quality video calls from anywhere.
Analista de infraestrutura
Grupo BoticárioChemicals, 501-1000 employees
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.
Técnico de Prevenção a Fraude
FISDesign, 1001-5000 employees
Pros
Avaya OneCloud UCaaS
- Extreme audio and video quality during online meetings.
- It allows grouping many people at the same time in a meeting room, being able to create several simultaneous ones.
- Amazing interface and easy to use.
- It works very well on mobile devices.
- It works via the web.
Analista de sistemas
TIVITInformation Technology & Services, 201-500 employees
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.

Verified User
Professional in Information Technology
Telecommunications Company, 10,001+ employeesCons
Avaya OneCloud UCaaS
- I would like to see more of their in office communications systems. Right now they seem outpaced by competitors even though their core services are superior.
- The interface could be updated a little. There is a lot of interaction that the operator needs to go through that could be automated.
Communications Specialist
Yazaki North AmericaAutomotive, 10,001+ employees
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.
Services Team Lead - Technical Services
NTT Ltd.Information Technology and Services, 10,001+ employees
Pricing Details
Avaya OneCloud UCaaS
General
Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Starting Price
—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 UCaaS
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.

Verified User
Technician in Information Technology
Insurance Company, 201-500 employeesUsability
Avaya OneCloud UCaaS
Avaya OneCloud UCaaS 9.1
Based on 4 answers
There are few times that we have not been able to take advantage of the tool, but those moments are related to the bandwidth of each person in [their] home. Those who have low signal cannot access meetings on the platform smoothly.
Reponsable de Alianzas
Fundación Huerta NiñoNon-profit Organization Management, 11-50 employees
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.
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.
Full Stack Engineer
CensusComputer Games, 501-1000 employees
Reliability and Availability
Avaya OneCloud UCaaS
Avaya OneCloud UCaaS 9.7
Based on 3 answers
We have never had problems with Avaya Spaces instabilities or inoperability. I believe the Avaya server is Tier3 with 99.9% availability. The meeting rooms are always active and can be accessed from anywhere and from any device because it has an official app on Android and iOS. I do not recommend going through the browser in meeting rooms because the experience is not so positive.
Analista de infraestrutura
Grupo BoticárioChemicals, 501-1000 employees
Cisco Unified Contact Center
No score
No answers yet
No answers on this topic
Performance
Avaya OneCloud UCaaS
Avaya OneCloud UCaaS 9.5
Based on 3 answers
The software is really great, the only problem being the integration with email platforms like Outlook. It is necessary to create a plugin to optimize the invitation experience. But I have nothing to complain about the rest. It's perfect, the experience during the meetings and the audio and image quality are differentiated and with excellent quality. Avaya Spaces works great on PC, web and apps and gives us a lot of mobility.
Analista de infraestrutura
Grupo BoticárioChemicals, 501-1000 employees
Cisco Unified Contact Center
No score
No answers yet
No answers on this topic
Support Rating
Avaya OneCloud UCaaS
Avaya OneCloud UCaaS 9.7
Based on 26 answers
The support is good. Avaya is one of the largest companies in this area of unified communications. Support can be activated by phone and email. Our team has already triggered a few times and from what they told me everything was normal and fast. The price is a little expensive but I believe it is worth buying together for more security.
Computer Security Specialist
Grupo BoticárioChemicals, 5001-10,000 employees
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.

Verified User
Engineer in Engineering
Information Technology & Services Company, 51-200 employeesAlternatives Considered
Avaya OneCloud UCaaS
I have experienced less technical problems with Avaya compared to other platforms. Avaya was easy to implement for all ages as it didn't require a lot to log into sessions for the younger grade students and the features are simple enough that my first graders can use Avaya without the help of their parents.

Verified User
Administrator in Other
Education Management Company, 11-50 employeesCisco 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.
Customer Operations Manager
Berxi- Berkshire Hathaway Specialty InsuranceInsurance, 1-10 employees
Contract Terms and Pricing Model
Avaya OneCloud UCaaS
Avaya OneCloud UCaaS 9.1
Based on 3 answers
The intermediate version prices are cheaper than the leading video conferencing tools, but it does not have the recording feature. If I could change one thing, I would put this cloud recording functionality in this intermediate version of Avaya Spaces as well. I believe it would be a big differentiator from the competition.
Analista de infraestrutura
Grupo BoticárioChemicals, 501-1000 employees
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.

Verified User
Consultant in Engineering
Information Technology & Services Company, 10,001+ employeesProfessional Services
Avaya OneCloud UCaaS
Avaya OneCloud UCaaS 9.6
Based on 2 answers
One of the features of the PRO version, known as Power, is the possibility to record unlimited meetings in the Avaya cloud without worrying about storage space. We keep it for 30 days and then an intern downloads it to our internal network. This version also allowed us to do some events with more than 100 people connected without causing any network instability.
Analista de infraestrutura
Grupo BoticárioChemicals, 501-1000 employees
Cisco Unified Contact Center
Cisco Unified Contact Center 8.0
Based on 1 answer
Scripting not supported

Verified User
Consultant in Engineering
Information Technology & Services Company, 10,001+ employeesReturn on Investment
Avaya OneCloud UCaaS
- Single number reach has helped our operations team to be connected anytime required.
- Management team is with Mobile client where decision making is quick and no calls are lost as mobile is available all the time.
- Voice Quality is extremely good and helps in getting many ppl in conference with ease.
- Voicemail system is used to leave important message when not available and Call Back feature is extremely great.

Verified User
Engineer in Sales
Telecommunications Company, 501-1000 employeesCisco 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.
Senior Genesys System Engineer
IST NetworksInformation Technology & Services, 201-500 employees