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Top Rated
110 Ratings
83 Ratings
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Score 8.8 out of 100

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

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

    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

    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.
    Arthur Rocha | 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 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.
    Bruna Rodrigues | 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 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.
    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 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.
    Anonymous | TrustRadius Reviewer

    Usability

    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.
    Diana Gervasio | 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

    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.
    Arthur Rocha | TrustRadius Reviewer

    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.
    Arthur Rocha | TrustRadius Reviewer

    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.
    Bruno Carvalho | 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 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.
    Anonymous | 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 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.
    Arthur Rocha | TrustRadius Reviewer

    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 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.
    Arthur Rocha | TrustRadius Reviewer

    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 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.
    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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