71 Ratings
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Score 7.4 out of 100
13 Ratings
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Score 7.9 out of 100

Likelihood to Recommend

Cisco Unified Contact Center

Large and complex customer environments where the call flows integrate with multiple back-end systems within a customer's Data Center are a good fit for UCCE. It also caters well for customers with a widely distributed workforce that are connected via good networking links or have remote workers. Small contact centers with simplistic call flows and no future need for complexity like Biometrics and the like would do better from choosing a contact center such as Contact Centre Express or Webex CC as an example.
Anonymous | TrustRadius Reviewer

Cisco Webex Contact Center

Cisco Webex Contact Center is a cloud solution available almost everywhere around the globe. It relies on a solid and secure architecture (like every other Cisco product). It can be used for basic/modest/voice only contact center needs and also in very complex, multi-site, omnichannel, outbound, WFM, environments. Cisco also offers bundled PSTN (only in US/CAN for now but expending).
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Unified Contact Center
7.2
Cisco Webex Contact Center
7.9
Agent dashboard
Cisco Unified Contact Center
7.2
Cisco Webex Contact Center
7.0
Validate callers
Cisco Unified Contact Center
7.6
Cisco Webex Contact Center
8.8
Outbound response
Cisco Unified Contact Center
7.0
Cisco Webex Contact Center
8.6
Call forwarding
Cisco Unified Contact Center
7.4
Cisco Webex Contact Center
9.1
Click-to-call (CTC)
Cisco Unified Contact Center
7.5
Cisco Webex Contact Center
8.6
Warm transfer
Cisco Unified Contact Center
7.5
Cisco Webex Contact Center
7.0
Predictive dialing
Cisco Unified Contact Center
6.4
Cisco Webex Contact Center
7.3
Interactive voice response
Cisco Unified Contact Center
7.7
Cisco Webex Contact Center
9.1
REST APIs
Cisco Unified Contact Center
7.2
Cisco Webex Contact Center
9.1
Call scripts
Cisco Unified Contact Center
6.7
Cisco Webex Contact Center
6.4
Call tracking
Cisco Unified Contact Center
8.0
Cisco Webex Contact Center
7.3
Multichannel integration
Cisco Unified Contact Center
6.6
Cisco Webex Contact Center
7.0
CRM software integration
Cisco Unified Contact Center
6.6
Cisco Webex Contact Center
7.3

Workforce Optimization (WFO)

Cisco Unified Contact Center
7.1
Cisco Webex Contact Center
8.3
Inbound call routing
Cisco Unified Contact Center
8.0
Cisco Webex Contact Center
9.1
Omnichannel inbound routing
Cisco Unified Contact Center
7.1
Cisco Webex Contact Center
8.2
Recording
Cisco Unified Contact Center
6.8
Cisco Webex Contact Center
6.7
Quality management
Cisco Unified Contact Center
6.9
Cisco Webex Contact Center
9.1
Call analytics
Cisco Unified Contact Center
7.2
Cisco Webex Contact Center
7.0
Historical reporting
Cisco Unified Contact Center
7.7
Cisco Webex Contact Center
7.3
Live reporting
Cisco Unified Contact Center
7.1
Cisco Webex Contact Center
9.1
Customer surveys
Cisco Unified Contact Center
6.4
Cisco Webex Contact Center
9.1
Customer interaction analytics
Cisco Unified Contact Center
6.7
Cisco Webex Contact Center
9.1

Pros

Cisco Unified Contact Center

  • Provides a great cradle-to-grave reporting capability of a customer journey through the Customer Contact Center.
  • Integrations with numerous third-party vendors providing the end-user several choices in vendors offering similar offerings.
  • The User community is vast, yet tight knit and collaborative spirited.
  • Documentation set is vast
  • Reliable once installed correctly and patched regularly.
James Riley | TrustRadius Reviewer

Cisco Webex Contact Center

  • Cloud collaboration and analytics reporting for calls
  • Easier and better agent interface and call-recording solution in cloud
  • Porting of customer inbound toll-free
Anonymous | TrustRadius Reviewer

Cons

Cisco Unified Contact Center

  • The Enterprise version Cisco Unified Contact Center has a lot of sunk cost involved and harder to support due to the expertise involved.
  • Licensing and ongoing support is also a huge undertaking. Licensing is hard to understand for Cisco in general. When you have created a certification for understanding Cisco Licensing maybe that is a hint to simplify your licensing instead.
  • The Express Unified Contact Center version is getting outdated and has capacity limitations. The Enterprise version is a huge undertaking to implement and get approved cost wise.
Anonymous | TrustRadius Reviewer

Cisco Webex Contact Center

  • Integrations like ServiceNow need improvement. You have to have a separate window open for screenpops.
  • I don’t know why partners have to pay Cisco for script steps.
  • There seem to be very few customers using this platform.
Randall Crumm | TrustRadius Reviewer

Likelihood to Renew

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

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Usability

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

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Support Rating

Cisco Unified Contact Center

Cisco Unified Contact Center 7.8
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

Cisco Webex Contact Center

No score
No answers yet
No answers on this topic

Alternatives Considered

Cisco Unified Contact Center

Unified Contact Center proved itself best with end user requirement and also best for integration perspective where we can easily mitigate complex call flow requirements.Technically it is best to understand if our terminology is clear or protocol level knowledge is perfect.Also, if we aim to integrate third party vendors for call recording, call quality management, display, historical reporting it is the best one.
Anonymous | TrustRadius Reviewer

Cisco 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 offer. Everything is well and fully integrated, and easy to manage for IT teams.
Anonymous | TrustRadius Reviewer

Return on Investment

Cisco Unified Contact Center

  • I consider that the quality of service and functions are necessary for those who need an agent service.
  • The reporting and analysis of calls with customers help improve the satisfaction of the help provided.
  • Customers are satisfied with all the tools. The platform is complete.
Arturo Lopez | TrustRadius Reviewer

Cisco Webex Contact Center

  • Webex Contact Center will save us on maintenance
  • No datacenter footprint
  • No maintenance to be scheduled in-house, which saves our resources and time
Anonymous | TrustRadius Reviewer

Pricing Details

Cisco Unified Contact Center

General

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

Cisco Webex Contact Center

General

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

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
6.6
Cisco Webex Contact Center
7.0

Likelihood to Renew

Cisco Unified Contact Center
9.1
Cisco Webex Contact Center

Usability

Cisco Unified Contact Center
7.3
Cisco Webex Contact Center

Support Rating

Cisco Unified Contact Center
7.8
Cisco Webex Contact Center

Add comparison