Cisco Unified Contact Center vs. Webex Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Unified Contact Center
Score 8.6 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
Webex Contact Center
Score 8.6 out of 10
N/A
Cisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent, and built-in chat and voice for collaboration between agents.N/A
Pricing
Cisco Unified Contact CenterWebex Contact Center
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Cisco Unified Contact CenterWebex 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
Cisco Unified Contact CenterWebex Contact Center
Considered Both Products
Cisco Unified Contact Center
Chose Cisco Unified Contact Center
They both work independently great. Working with Webex Contact Center and Cisco Contact Center both holds up in the end.
What I like about Cisco Contact Center, you have the ability to host locally whereas Webex Contact Center is cloud based. Both are good products I would …
Chose Cisco Unified Contact Center
Cisco Unified Contact Center is, it's a much more robust solution and much more stable, particularly if you're looking at large industry-standard companies.
Chose Cisco Unified Contact Center
I have not used other vendors solution but I am quite familiar with the Webex Contact center cloud offering. I would say they both offer the basics but the Cloud offering is clearly the future. It is still improving and has some hiccups but will be a contender for the long run. …
Webex Contact Center
Chose Webex Contact Center
Customers will benefit a great deal from webRTC, out-of-the-box VoiceBot integration, easy management of all services using a single web-based portal, and better-expected stability using newer cloud server strategies compared to former redundant servers using the A and B sides.
Chose Webex Contact Center
WxCC accelerates contact center solution deployment.
Chose Webex Contact Center
Cisco manage a complete solution and doesn't have to care or rely on other vendors. They manage their own calling solution (Webex Calling), their own Contact Center (Webex Contact Center), their own devices (webex devices, IP Cisco phones, Webex app softphone), their own PSTN …
Chose Webex Contact Center
Cisco Webex Contact Center has the edge over the on-prem services with the option to scale to a higher number of agents and greater PSTN trunk capacity, which takes longer time to ramp up on-prem, and with the existing Webex solutions for meetings, users are pretty happy with …
Top Pros
Top Cons
Features
Cisco Unified Contact CenterWebex Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Unified Contact Center
9.6
40 Ratings
14% above category average
Webex Contact Center
8.2
22 Ratings
2% below category average
Agent dashboard9.640 Ratings9.022 Ratings
Validate callers9.536 Ratings7.621 Ratings
Outbound response9.536 Ratings7.115 Ratings
Call forwarding9.637 Ratings9.020 Ratings
Click-to-call (CTC)9.630 Ratings9.019 Ratings
Warm transfer9.735 Ratings8.121 Ratings
Predictive dialing9.727 Ratings6.411 Ratings
Interactive voice response9.634 Ratings9.019 Ratings
REST APIs9.630 Ratings8.020 Ratings
Call scripts9.535 Ratings8.917 Ratings
Call tracking9.438 Ratings8.119 Ratings
Multichannel integration9.630 Ratings9.420 Ratings
CRM software integration9.430 Ratings7.719 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Cisco Unified Contact Center
9.4
41 Ratings
13% above category average
Webex Contact Center
8.5
19 Ratings
3% above category average
Inbound call routing9.738 Ratings9.018 Ratings
Omnichannel inbound routing9.630 Ratings9.018 Ratings
Recording8.835 Ratings9.818 Ratings
Quality management9.736 Ratings7.514 Ratings
Call analytics9.737 Ratings7.916 Ratings
Historical reporting9.539 Ratings8.418 Ratings
Live reporting9.639 Ratings8.117 Ratings
Customer surveys8.828 Ratings8.116 Ratings
Customer interaction analytics8.930 Ratings8.315 Ratings
Best Alternatives
Cisco Unified Contact CenterWebex 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
Cisco Unified Contact CenterWebex Contact Center
Likelihood to Recommend
9.5
(49 ratings)
8.6
(23 ratings)
Likelihood to Renew
9.1
(5 ratings)
8.2
(1 ratings)
Usability
8.3
(7 ratings)
-
(0 ratings)
Support Rating
7.5
(15 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
8.0
(2 ratings)
-
(0 ratings)
Professional Services
8.0
(1 ratings)
-
(0 ratings)
User Testimonials
Cisco Unified Contact CenterWebex Contact Center
Likelihood to Recommend
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
Cisco
- Well suited in managing a large staff base in a call centre environment. The real time data is incredibly insightful and useful - Gathering statistics for both customers and staff habits has large benefits towards creating an efficient workplace for all involved - Allows us to help staff grow in areas they might lack in with the was we can see and understand their habits
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Pros
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.
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Cisco
  • Things that it does particularly well include a really good UX or UI so that our agents as well as our administrators, can easily provide remote access from agents, new agents, and old agents, manage interactions with customers, and have a good call experience from start to finish.
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Cons
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.
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Cisco
  • Better integration with Webex Calling.
  • More on premise features integrated into the cloud solution.
  • Better documentation for pebble templates.
  • Better information for changes and when new features are available. Instead of having to look on the what’s coming webpage alerts or a pop-up inside Webex control hub would be nice.
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Likelihood to Renew
Cisco
if it is up to me I would maintain its use. I was not able to make those decisions previously.
Read full review
Cisco
No answers on this topic
Usability
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.
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Cisco
No answers on this topic
Support Rating
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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Cisco
No answers on this topic
Alternatives Considered
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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Cisco
They all have the niche, but I feel Webex is the most well rounded complete suite. It provides exactly what a business would need, from an onboarding, training, security, updates, road mapping all the way to great user experience and beyond.
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Contract Terms and Pricing Model
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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Cisco
No answers on this topic
Professional Services
Cisco
Scripting not supported
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Cisco
No answers on this topic
Return on Investment
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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Cisco
  • Increasing the number of channels agent can reach out to customers, especially text has shaved off a lot of hours from calling , leaving voicemail and waiting for customers to call back.
  • Less Downtime. No Upgrades or certificate Renewal, so fewer overtime hours.
  • Adoption of new features is now so quick, I don't have to worry about upgrading the Software or even hardware to get new features deployed.
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ScreenShots

Webex Contact Center Screenshots

Screenshot of Agent desktop viewScreenshot of View of Analyzer - Dark ModeScreenshot of Contact Center in Control Hub viewScreenshot of Supervisor desktop view