What users are saying about
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27 Ratings
72 Ratings
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Score 7.4 out of 100

CloudTalk

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27 Ratings
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Score 7.4 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

CloudTalk

Voice calls [with CloudTalk] work very well from pretty much everywhere, you just need to have a good network connection and the audio quality of the phone call will be perfect.This is really helpful to avoid for example roaming costs and also to have one single phone number to be contacted by the customers.Where I find that CloudTalk can improve is on their native iOS application where sometimes is unstable.
Frederico Rocha | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Unified Contact Center
7.2
CloudTalk
8.0
Agent dashboard
Cisco Unified Contact Center
7.2
CloudTalk
8.0
Validate callers
Cisco Unified Contact Center
7.6
CloudTalk
7.8
Outbound response
Cisco Unified Contact Center
7.0
CloudTalk
7.9
Call forwarding
Cisco Unified Contact Center
7.4
CloudTalk
8.1
Click-to-call (CTC)
Cisco Unified Contact Center
7.5
CloudTalk
8.1
Warm transfer
Cisco Unified Contact Center
7.5
CloudTalk
8.1
Predictive dialing
Cisco Unified Contact Center
6.4
CloudTalk
7.7
Interactive voice response
Cisco Unified Contact Center
7.7
CloudTalk
8.4
REST APIs
Cisco Unified Contact Center
7.2
CloudTalk
7.6
Call scripts
Cisco Unified Contact Center
6.7
CloudTalk
8.1
Call tracking
Cisco Unified Contact Center
8.0
CloudTalk
7.9
Multichannel integration
Cisco Unified Contact Center
6.6
CloudTalk
7.8
CRM software integration
Cisco Unified Contact Center
6.6
CloudTalk
8.2

Workforce Optimization (WFO)

Cisco Unified Contact Center
7.1
CloudTalk
7.9
Inbound call routing
Cisco Unified Contact Center
8.0
CloudTalk
8.0
Omnichannel inbound routing
Cisco Unified Contact Center
7.1
CloudTalk
7.6
Recording
Cisco Unified Contact Center
6.8
CloudTalk
7.9
Quality management
Cisco Unified Contact Center
6.9
CloudTalk
8.1
Call analytics
Cisco Unified Contact Center
7.2
CloudTalk
8.3
Historical reporting
Cisco Unified Contact Center
7.7
CloudTalk
7.9
Live reporting
Cisco Unified Contact Center
7.1
CloudTalk
8.0
Customer surveys
Cisco Unified Contact Center
6.4
CloudTalk
7.6
Customer interaction analytics
Cisco Unified Contact Center
6.7
CloudTalk
8.0

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

CloudTalk

  • Very easy to setup and configure. It took literally a few minutes to start making our first calls.
  • Integrates with many CRM systems. We've connected with Zendesk for calls and texts to generate tickets automatically.
  • Great selection of virtual numbers for international calls.
  • Great customer support team with quick replies.
  • Call quality is generally good, especially for the price.
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

CloudTalk

  • Callback can be a bit annoying and hard to distinguish between if it's a callback or an incoming call. If we miss a call, we have it set to do an automatic callback, but if for whatever reason I don't want it to call back, and I click on the X when the callback starts, as far as I know there is no way to delete future callbacks for that particular call, as in override the system. It would be nice if there was a popup instead that was a reminder to callback, as opposed to just calling back and having the call popup, which then forces you to do something.
  • Call flows could be made a little more intuitive
  • Website fields should have darker borders to tell where the fields are
Anonymous | 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

CloudTalk

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

CloudTalk

CloudTalk 9.1
Based on 4 answers
CloudTalk is super easy to use and has a great quality. It helps to communicate with the clients easily and we can feel that the sound quality is high, while speaking to the client and while listening to the recordings. This is for our department essential in our day to day work.
Ieva Lukstiņa | TrustRadius Reviewer

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

CloudTalk

CloudTalk 7.3
Based on 16 answers
They are skilled, experienced, and anytime I need something and contact the support time, I get the right person who understands my needs and reacts to them accordingly. So far I was only pleasantly surprised by the level of support these guys provide and coming from a customer service oriented background myself, I can only say keep it up guys, you are doing a fantastic job!
Stanislav Bouda | TrustRadius Reviewer

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

CloudTalk

It was a gamble if I'm being honest, plus this is a very nuanced and intricate topic. We didn't necessarily substitute one for the other, it was a much needed state of affairs where we needed the call monitoring and agent tracking pros of CloudTalk more so than ever before.
Logan Brown | 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

CloudTalk

  • For a similar price it is not necessary to manage so many cell phone accounts
  • Unlike basic telephony. It is possible to have more control of the interactions with our clients.
  • For administrators it allows better control of commercial actions or the corresponding area for communication issues
Pablo Ritchie | TrustRadius Reviewer

Screenshots

Pricing Details

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

CloudTalk

General

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

CloudTalk Editions & Modules

Edition
CloudTalk Essential$25.001
CloudTalk Custom-2
CloudTalk Expert$40.003
CloudTalk Starter$20.003
  1. per user/month (invoiced annually)
  2. per user or company/month (invoiced annually)
  3. per user/month (invoiced annually)
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
6.6
CloudTalk
8.2

Likelihood to Renew

Cisco Unified Contact Center
9.1
CloudTalk

Usability

Cisco Unified Contact Center
7.3
CloudTalk
9.1

Support Rating

Cisco Unified Contact Center
7.8
CloudTalk
7.3

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