What users are saying about
7 Ratings
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111 Ratings
7 Ratings
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Score 8.6 out of 100

Cisco Unified Contact Center

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111 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

Broadvoice

Having the Broadvoice B-system came thru for us when the internet went down at our location. We were able to login into the Broadvoice systems from our phones and forward all calls to our cell phones. This allowed our contact with our customers to go interrupted. This is seen as a great advantage to our company so we could continue business and keep our customers happy.
Lori Higgs | TrustRadius Reviewer

Cisco Unified Contact Center

In order to understand historical data, trends, and anticipated volume I need to manually piece together information from several different reports. [With Cisco Unified Contact Center it] is difficult for me to understand why calls were not handled (ie. agent availability, staffing, internal errors, complications, simply low volume, etc.) Reporting and statistics is difficult to analyze. I have trouble understanding trends. I can't anticipate growth or staffing needs.
Alyson Sherlock | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Broadvoice
Cisco Unified Contact Center
8.3
Agent dashboard
Broadvoice
Cisco Unified Contact Center
8.3
Validate callers
Broadvoice
Cisco Unified Contact Center
8.8
Outbound response
Broadvoice
Cisco Unified Contact Center
8.0
Call forwarding
Broadvoice
Cisco Unified Contact Center
8.3
Click-to-call (CTC)
Broadvoice
Cisco Unified Contact Center
8.3
Warm transfer
Broadvoice
Cisco Unified Contact Center
8.4
Predictive dialing
Broadvoice
Cisco Unified Contact Center
8.1
Interactive voice response
Broadvoice
Cisco Unified Contact Center
8.3
REST APIs
Broadvoice
Cisco Unified Contact Center
8.2
Call scripts
Broadvoice
Cisco Unified Contact Center
8.5
Call tracking
Broadvoice
Cisco Unified Contact Center
8.4
Multichannel integration
Broadvoice
Cisco Unified Contact Center
8.3
CRM software integration
Broadvoice
Cisco Unified Contact Center
7.6

Workforce Optimization (WFO)

Broadvoice
Cisco Unified Contact Center
8.1
Inbound call routing
Broadvoice
Cisco Unified Contact Center
8.6
Omnichannel inbound routing
Broadvoice
Cisco Unified Contact Center
8.5
Recording
Broadvoice
Cisco Unified Contact Center
8.5
Quality management
Broadvoice
Cisco Unified Contact Center
8.1
Call analytics
Broadvoice
Cisco Unified Contact Center
7.8
Historical reporting
Broadvoice
Cisco Unified Contact Center
7.7
Live reporting
Broadvoice
Cisco Unified Contact Center
7.7
Customer surveys
Broadvoice
Cisco Unified Contact Center
7.9
Customer interaction analytics
Broadvoice
Cisco Unified Contact Center
8.3

Pros

Broadvoice

  • The ease of call transfer.
  • Ability to have calls forwarded through the b-hive app keeps people from being tied to their desk phone.
  • Great customer service.
  • Integration with Salesforce.
Kevin J. Campisano, CPA | 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

Broadvoice

  • Make B-Hive easer to navigate.
  • Faxing features could use more work.
  • Improve network through the phone. Have issues when the phone has problems; the computer can't connect to the network when it's going through it.
Anonymous | 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

Likelihood to Renew

Broadvoice

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

Broadvoice

Broadvoice 8.2
Based on 1 answer
At first, it seemed "daunting" to use but that is very much the same with a lot of things that are new. Broadvoice supplies great Quick Sheets to main topics, such as Feature Codes, Flow Charts, User Guides, which are easy to read and follow. Once it is used often, it is easy to understand, follow, and make changes to fit your company
Lori Higgs | TrustRadius Reviewer

Cisco Unified Contact Center

Cisco Unified Contact Center 7.3
Based on 1 answer
Once set up and working it is a solid platform but it does take quite a bit of up front effort from a team of knowledgeable technical staff. The script editor and management tools are pretty intuitive and the Web Reskilling tool allows agents to be re-skilled on the fly so that is useful. The MIS tool is okay, but if you really want a good MI presentation layer then you need to invest in an add-on.
Anonymous | TrustRadius Reviewer

Support Rating

Broadvoice

No score
No answers yet
No answers on this topic

Cisco Unified Contact Center

Cisco Unified Contact Center 7.6
Based on 11 answers
For call centers that don't mind a little manual work and do not want integration to other products, this solution is great! Lots of data is available and the management of call center agents is easily done with the Cisco Unified Contact Center application.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Broadvoice

This has really been our first experience using an app such as b-hive organization-wide for our phone system, so I don't have much to stack up against it. I just really appreciate the ease of using our original phone system via this app without having to go to some other product/service.
Anonymous | TrustRadius Reviewer

Cisco Unified Contact Center

For customers that don't prefer the cloud solutions because they're afraid of data leak and instead prefer the on-premise solution to maintain their customers' sensitive data on their contact centers, i.e. banking sector, UCCE would win. This doesn't mean the cloud CCaaS won't maintain or secure the data, sometimes it's just a matter of governmental regulations that the organization should follow/comply with. From the business requirements complexity perspective, UCCE would also win because the ecosystem, features, and capabilities within it give you the freedom to build up the contact center within that. However, you will exert extra effort in the implementation phase to fulfill that. Otherwise, you might go for CCaaS if your requirements aren't complex with fewer third-party integrations and if you need to come up with your contact center in a short implementation time.
Mostafa Awad | TrustRadius Reviewer

Return on Investment

Broadvoice

  • The cost per user is less than our previous provider.
  • The flexibility that VOIP provides allows for easy in opening different locations and staying connected.
  • Integration with Salesforce will be a huge step forward for our current CRM.
Kevin J. Campisano, CPA | TrustRadius Reviewer

Cisco Unified Contact Center

  • It gives us an idea of how difficult and tiresome it can be to implement a program like this for 2000+ employees.
  • We have reached AHT and CSAT goals that we have never reached before.
  • In general, it has been a good idea to implement this program despite the setbacks it gave, it has been worth it.
Brandon Marmol | TrustRadius Reviewer

Screenshots

Pricing Details

Broadvoice

General

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

Broadvoice Editions & Modules

Edition
b-hive Metered Seat Cloud PBX$101
b-hive Standard Seat Cloud PBX$181
b-hive Pro Seat Cloud PBX$231
b-hive Standard Seat - Call Paths$72
b-hive Pro Seat - Call Paths$102
SIP Trunking - Metered$113
SIP Trunking - Unlimited$173
Contact CenterContact Sales
  1. per month per user
  2. per month
  3. per month per user
  4. none
Additional Pricing Details
Pricing Based on 3 Year Terms

Cisco Unified Contact Center

General

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

Cisco Unified Contact Center Editions & Modules

Additional Pricing Details
Must contact sales team for pricing.

Rating Summary

Likelihood to Recommend

Broadvoice
8.6
Cisco Unified Contact Center
7.3

Likelihood to Renew

Broadvoice
Cisco Unified Contact Center
9.1

Usability

Broadvoice
8.2
Cisco Unified Contact Center
7.3

Support Rating

Broadvoice
Cisco Unified Contact Center
7.6

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