What users are saying about
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107 Ratings
42 Ratings

Cisco Unified Contact Center

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107 Ratings
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Score 7.8 out of 100
42 Ratings
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Score 8 out of 100

Likelihood to Recommend

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

Clicktools

For any organization that is using salesforce.com and needs to implement a survey system that directly ties back to their salesforce.com system I would highly recommend Clicktools. We tried building our own customer satisfaction survey and it was not worth the effort, especially as our questions are ever changing. The integration with the case module was easy to configure
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

Cisco Unified Contact Center
8.1
Clicktools
Inbound call routing
Cisco Unified Contact Center
8.6
Clicktools
Omnichannel inbound routing
Cisco Unified Contact Center
8.5
Clicktools
Recording
Cisco Unified Contact Center
8.5
Clicktools
Quality management
Cisco Unified Contact Center
8.0
Clicktools
Call analytics
Cisco Unified Contact Center
7.8
Clicktools
Historical reporting
Cisco Unified Contact Center
7.7
Clicktools
Live reporting
Cisco Unified Contact Center
7.7
Clicktools
Customer surveys
Cisco Unified Contact Center
7.9
Clicktools
Customer interaction analytics
Cisco Unified Contact Center
8.3
Clicktools

Survey Format & Appearance

Cisco Unified Contact Center
Clicktools
8.3
Survey templates
Cisco Unified Contact Center
Clicktools
7.0
Themes
Cisco Unified Contact Center
Clicktools
8.9
Custom logo/branding
Cisco Unified Contact Center
Clicktools
8.9

Survey Content

Cisco Unified Contact Center
Clicktools
8.9
Changes to live survey
Cisco Unified Contact Center
Clicktools
8.9
Question design help
Cisco Unified Contact Center
Clicktools
8.9
Multiple question types
Cisco Unified Contact Center
Clicktools
8.9

Survey Logic

Cisco Unified Contact Center
Clicktools
8.0
Survey logic flexibility
Cisco Unified Contact Center
Clicktools
8.0

Survey Reporting & Analytics

Cisco Unified Contact Center
Clicktools
9.5
Response tracking
Cisco Unified Contact Center
Clicktools
9.9
Data export
Cisco Unified Contact Center
Clicktools
9.9
Standard reports
Cisco Unified Contact Center
Clicktools
9.0
Custom reports
Cisco Unified Contact Center
Clicktools
9.9
Analytics
Cisco Unified Contact Center
Clicktools
9.0

Survey Administration & Security

Cisco Unified Contact Center
Clicktools
8.9
Access controls
Cisco Unified Contact Center
Clicktools
8.9
Compliance
Cisco Unified Contact Center
Clicktools
9.0

Survey Distribution

Cisco Unified Contact Center
Clicktools
9.0
Vendor-offered crowdsourcing
Cisco Unified Contact Center
Clicktools
10.0
Respondent restrictions
Cisco Unified Contact Center
Clicktools
8.0

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

Clicktools

  • Integration with Salesforce: it is critical to us as we use Salesforce, and a lot of record management is automated thanks to great Clicktools integration with Salesforce.
  • Responsiveness of technical support: a lot of program staff across our organization use Clicktools every day, so having a quick response time to troubleshoot arising issues is important.
  • User-friendly interface: Clicktools improved their interface to make it more user-friendly which improves efficiency.
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

Clicktools

  • Speed - the quality of graphics is high and a lot of info is being pulled, it can take quite a bit of time to produce results.
  • I am unable to open multiple tabs to run several functions within Clicktools simultaneously.
  • Easier/more intuitive graphics uploading.
  • Run reports based on a certain factor (i.e. if there is a particular product we continuously run reports on, I would like to see a chart comparison of how that products scores have varied over time).
Lauren Maunder | 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

Clicktools

Clicktools 9.0
Based on 12 answers
We have loved using Clicktools and will continue to use it for the foreseeable future. The price and Salesforce integration is what really sets it apart from any other solution out there. I have learned a great deal about surveys and how to manage them in a CRM by using Clicktools. We will certainly be renewing our contract.
Anonymous | TrustRadius Reviewer

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

Clicktools

Clicktools 8.2
Based on 4 answers
ClickTools is very easy to use and get started doing the basics. Anyone will be able to easily log in an create a survey from day 1. Skip logic can be a little tricky and is less user friendly, so testing is very important. I would say that, overall, usability is good.
Jennifer Robertson | TrustRadius Reviewer

Performance

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Clicktools

Clicktools 8.0
Based on 2 answers
ClickTools is always available when I need it. The interface is quick and does not drag. Survey responses show up quickly after a survey is submitted. The survey analyzer is swift as well. There is no waiting around for something to process when you are using ClickTools.
Jennifer Robertson | TrustRadius Reviewer

Support Rating

Cisco Unified Contact Center

Cisco Unified Contact Center 7.7
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

Clicktools

Clicktools 8.8
Based on 6 answers
I get frustrated by not being able to find the answers to my questions online by myself. I would rather search FAQs and find things that way, but it seems I always have to contact support to get the answer I need. They need a more robust support center so you can do it yourself. But on the upside, when I do contact support, they respond immediately and usually solve my problem quickly
Kristi Eide | TrustRadius Reviewer

Implementation Rating

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Clicktools

Clicktools 9.6
Based on 5 answers
If you are setting up integration with a CRM (Salesforce) get this done early on in the process. You can always do it later, but it's easiest to lay your foundation first and then build up and around it later
Kristi Eide | TrustRadius Reviewer

Alternatives Considered

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

Clicktools

There was no need to create survey landing pages from Salesforce for external polls, we could decide where survey results were captured in Salesforce (if at all - can report straight from CT), and with simple html skills we could brand everything
Joy Wallis | TrustRadius Reviewer

Return on Investment

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

Clicktools

  • Clicktools plays a crucial role in our Net Promoter Score (NPS) survey. Twice a year we deploy the survey, and because of the flexibility of ClickTools and its integration with SFDC, we've seen a 40% response rate in a survey that formally only received 6-7%.
Katie Meeker | TrustRadius Reviewer

Pricing Details

Cisco Unified Contact Center

General

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

Clicktools

General

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

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
7.3
Clicktools
8.9

Likelihood to Renew

Cisco Unified Contact Center
9.1
Clicktools
9.0

Usability

Cisco Unified Contact Center
7.3
Clicktools
8.2

Performance

Cisco Unified Contact Center
Clicktools
8.0

Support Rating

Cisco Unified Contact Center
7.7
Clicktools
8.8

Online Training

Cisco Unified Contact Center
Clicktools
7.0

Implementation Rating

Cisco Unified Contact Center
Clicktools
9.6

Scalability

Cisco Unified Contact Center
Clicktools
7.0

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