What users are saying about
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Top Rated
110 Ratings
Cisco Unified Contact Center
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Top Rated
110 Ratings
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Based on 110 reviews and ratings
CloudTalk
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Top Rated
42 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
Based on 42 reviews and ratings
Feature Set Ratings
- Cisco Unified Contact Center ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)
Contact Center Software
8.4
Cisco Unified Contact Center
84%
7.9
CloudTalk
79%
Cisco Unified Contact Center ranks higher in 10/13 features
Cisco Unified Contact Center ranks higher in 10/13 features
Agent dashboard
8.5
85%
35 Ratings
7.8
78%
34 Ratings
Validate callers
8.7
87%
31 Ratings
7.9
79%
31 Ratings
Outbound response
8.2
82%
31 Ratings
7.9
79%
31 Ratings
Call forwarding
8.5
85%
33 Ratings
8.8
88%
30 Ratings
Click-to-call (CTC)
8.4
84%
26 Ratings
8.3
83%
30 Ratings
Warm transfer
8.6
86%
30 Ratings
9.0
90%
24 Ratings
Predictive dialing
8.3
83%
22 Ratings
7.3
73%
18 Ratings
Interactive voice response
8.6
86%
29 Ratings
7.2
72%
21 Ratings
REST APIs
8.4
84%
25 Ratings
7.7
77%
23 Ratings
Call scripts
8.5
85%
30 Ratings
7.5
75%
18 Ratings
Call tracking
8.4
84%
33 Ratings
7.3
73%
28 Ratings
Multichannel integration
8.4
84%
25 Ratings
7.3
73%
22 Ratings
CRM software integration
7.7
77%
25 Ratings
8.6
86%
27 Ratings
Workforce Optimization (WFO)
8.4
Cisco Unified Contact Center
84%
7.5
CloudTalk
75%
Cisco Unified Contact Center ranks higher in 9/9 features
Cisco Unified Contact Center ranks higher in 9/9 features
Inbound call routing
8.9
89%
33 Ratings
7.6
76%
26 Ratings
Omnichannel inbound routing
8.5
85%
25 Ratings
7.4
74%
22 Ratings
Recording
8.7
87%
32 Ratings
7.2
72%
29 Ratings
Quality management
8.5
85%
31 Ratings
7.8
78%
26 Ratings
Call analytics
8.3
83%
32 Ratings
7.7
77%
30 Ratings
Historical reporting
8.1
81%
34 Ratings
6.9
69%
28 Ratings
Live reporting
8.2
82%
34 Ratings
7.8
78%
26 Ratings
Customer surveys
8.2
82%
25 Ratings
7.6
76%
20 Ratings
Customer interaction analytics
8.6
86%
27 Ratings
8.0
80%
20 Ratings
Attribute Ratings
- Cisco Unified Contact Center is rated higher in 2 areas: Likelihood to Renew, Support Rating
- CloudTalk is rated higher in 2 areas: Likelihood to Recommend, Usability
Likelihood to Recommend
7.8
Cisco Unified Contact Center
78%
43 Ratings
8.7
CloudTalk
87%
34 Ratings
Likelihood to Renew
9.1
Cisco Unified Contact Center
91%
5 Ratings
8.2
CloudTalk
82%
1 Rating
Usability
8.3
Cisco Unified Contact Center
83%
7 Ratings
8.4
CloudTalk
84%
5 Ratings
Support Rating
7.5
Cisco Unified Contact Center
75%
18 Ratings
6.1
CloudTalk
61%
17 Ratings
Implementation Rating
Cisco Unified Contact Center
N/A
0 Ratings
8.2
CloudTalk
82%
1 Rating
Contract Terms and Pricing Model
8.0
Cisco Unified Contact Center
80%
2 Ratings
CloudTalk
N/A
0 Ratings
Professional Services
8.0
Cisco Unified Contact Center
80%
1 Rating
CloudTalk
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.
Técnico de Prevenção a Fraude
FISDesign, 1001-5000 employees
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.
CEO (Chief Executive Officer)
Horizoncaravel Unipessoal, LdaReal Estate, 1-10 employees
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.

Verified User
Professional in Information Technology
Telecommunications Company, 10,001+ employeesCloudTalk
- 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.

Verified User
Manager in Customer Service
Information Technology & Services Company, 11-50 employeesCons
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.
Services Team Lead - Technical Services
NTT Ltd.Information Technology and Services, 10,001+ employees
CloudTalk
- A lot of features are still missing, some of which are pretty basic like being able to select multiple filters instead of one.
- Desktop app has had some instability issue.
- IVR needs to be self-recorded which can lead to a lower quality.
Senior Support Manager
TaskworldComputer Software, 51-200 employees
Pricing Details
Cisco Unified Contact Center
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Cisco Unified Contact Center Editions & Modules
—
Additional Pricing Details
Must contact sales team for pricing.CloudTalk
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Starting Price
$0 per user or company/month (invoiced annually)
CloudTalk Editions & Modules
Edition
CloudTalk Essential | $25.001 |
---|---|
CloudTalk Custom | -2 |
CloudTalk Expert | $40.003 |
CloudTalk Starter | $20.003 |
- per user/month (invoiced annually)
- per user or company/month (invoiced annually)
- per user/month (invoiced annually)
Additional Pricing Details
—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.

Verified User
Technician in Information Technology
Insurance Company, 201-500 employeesCloudTalk
CloudTalk 8.2
Based on 1 answer
It is working and affordable
CFO (Chief Financial Officer)
PlanetWatchers (UK) LimitedComputer Software, 11-50 employees
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.
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.
Full Stack Engineer
CensusComputer Games, 501-1000 employees
CloudTalk
CloudTalk 8.4
Based on 5 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.
Customer Support
Discover Car HireLeisure, Travel & Tourism, 51-200 employees
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.

Verified User
Engineer in Engineering
Information Technology & Services Company, 51-200 employeesCloudTalk
CloudTalk 6.1
Based on 17 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!
Account Manager
QualityUnitInformation Technology and Services, 51-200 employees
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.
Customer Operations Manager
Berxi- Berkshire Hathaway Specialty InsuranceInsurance, 1-10 employees
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.
Head of Sales and CS
UFA Trader LIMITEDWholesale, 201-500 employees
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.

Verified User
Consultant in Engineering
Information Technology & Services Company, 10,001+ employeesCloudTalk
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

Verified User
Consultant in Engineering
Information Technology & Services Company, 10,001+ employeesCloudTalk
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.
Senior Genesys System Engineer
IST NetworksInformation Technology & Services, 201-500 employees
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
Product Manager
Migrante Sociedad FinancieraFinancial Services, 51-200 employees