<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
110 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
43 Ratings

Cisco Unified Contact Center

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
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

Webex Contact Center

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
43 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.4 out of 100

Feature Set Ratings

  • Webex Contact Center ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

8.4

Cisco Unified Contact Center

84%
9.1

Webex Contact Center

91%
Webex Contact Center ranks higher in 13/13 features

Agent dashboard

8.5
85%
35 Ratings
9.5
95%
13 Ratings

Validate callers

8.7
87%
31 Ratings
8.7
87%
13 Ratings

Outbound response

8.2
82%
31 Ratings
9.7
97%
10 Ratings

Call forwarding

8.5
85%
33 Ratings
8.9
89%
12 Ratings

Click-to-call (CTC)

8.4
84%
26 Ratings
9.1
91%
11 Ratings

Warm transfer

8.6
86%
30 Ratings
9.6
96%
13 Ratings

Predictive dialing

8.3
83%
22 Ratings
8.6
86%
9 Ratings

Interactive voice response

8.6
86%
29 Ratings
9.0
90%
11 Ratings

REST APIs

8.4
84%
25 Ratings
8.6
86%
11 Ratings

Call scripts

8.5
85%
30 Ratings
8.6
86%
13 Ratings

Call tracking

8.4
84%
33 Ratings
9.1
91%
12 Ratings

Multichannel integration

8.4
84%
25 Ratings
9.2
92%
12 Ratings

CRM software integration

7.7
77%
25 Ratings
9.6
96%
11 Ratings

Workforce Optimization (WFO)

8.4

Cisco Unified Contact Center

84%
9.3

Webex Contact Center

93%
Webex Contact Center ranks higher in 9/9 features

Inbound call routing

8.9
89%
33 Ratings
9.0
90%
11 Ratings

Omnichannel inbound routing

8.5
85%
25 Ratings
9.3
93%
12 Ratings

Recording

8.7
87%
32 Ratings
9.7
97%
12 Ratings

Quality management

8.5
85%
31 Ratings
9.7
97%
11 Ratings

Call analytics

8.3
83%
32 Ratings
9.7
97%
12 Ratings

Historical reporting

8.1
81%
34 Ratings
8.4
84%
12 Ratings

Live reporting

8.2
82%
34 Ratings
9.4
94%
11 Ratings

Customer surveys

8.2
82%
25 Ratings
8.7
87%
11 Ratings

Customer interaction analytics

8.6
86%
27 Ratings
9.4
94%
10 Ratings

Attribute Ratings

  • Webex Contact Center is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

7.8

Cisco Unified Contact Center

78%
43 Ratings
9.6

Webex Contact Center

96%
13 Ratings

Likelihood to Renew

9.1

Cisco Unified Contact Center

91%
5 Ratings

Webex Contact Center

N/A
0 Ratings

Usability

8.3

Cisco Unified Contact Center

83%
7 Ratings

Webex Contact Center

N/A
0 Ratings

Support Rating

7.5

Cisco Unified Contact Center

75%
18 Ratings

Webex Contact Center

N/A
0 Ratings

Contract Terms and Pricing Model

8.0

Cisco Unified Contact Center

80%
2 Ratings

Webex Contact Center

N/A
0 Ratings

Professional Services

8.0

Cisco Unified Contact Center

80%
1 Rating

Webex Contact Center

N/A
0 Ratings

Likelihood to Recommend

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

Webex Contact Center

It provides a feature rich set application, all the while making deployment and management with such ease. Being in the cloud, it helps us partners and customer administrators alike to easily add, remove, change and implement the necessary changes needed as we both see fit to further accommodate the business requirements and needs.I would personally recommend this (already have been doing so) with peers in the same environment for their future migrations and movement towards the cloud.
Ericson Aragoza | TrustRadius Reviewer

Pros

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

Webex Contact Center

  • Simple and easy to use dashboard
  • Auto generation of transcripts
  • AI supporting the operator as a virtual assistant
  • Well suited for a large number of user
  • Customer support
Anonymous | TrustRadius Reviewer

Cons

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

Webex Contact Center

  • The chat space could be improved within the call rooms to be able to share quick writings.
  • In international calls there are usually failures, especially audio.
  • Being able to have an unlimited number of users at the same time in basic rooms.
J. Eduardo Medina Corona | TrustRadius Reviewer

Pricing Details

Cisco Unified Contact Center

General

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

Starting Price

Webex Contact Center

General

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

Starting Price

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

Webex Contact Center

No score
No answers yet
No answers on this topic

Usability

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

Webex Contact Center

No score
No answers yet
No answers on this topic

Support Rating

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

Webex Contact Center

No score
No answers yet
No answers on this topic

Alternatives Considered

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

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

Contract Terms and Pricing Model

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

Webex Contact Center

No score
No answers yet
No answers on this topic

Professional Services

Cisco Unified Contact Center

Cisco Unified Contact Center 8.0
Based on 1 answer
Scripting not supported
Anonymous | TrustRadius Reviewer

Webex Contact Center

No score
No answers yet
No answers on this topic

Return on Investment

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

Webex Contact Center

  • It doesn't take a lot of investment to train new Webex users.
  • Communication can be achieved from almost any device. There are some, especially Android that do not work very well.
  • It has helped us create fluid communication, where we have been able to get rid of other applications that Webex came to replace.
J. Eduardo Medina Corona | TrustRadius Reviewer

Add comparison