What users are saying about
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Top Rated
110 Ratings
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Top Rated
42 Ratings

Cisco Unified Contact Center

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Top Rated
110 Ratings
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Score 8.2 out of 100

CloudTalk

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Top Rated
42 Ratings
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Score 8.1 out of 100

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

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

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.
Gustavo Alves | 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

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

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

  • 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

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.
Samantha Semuhin | 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

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
  1. per user/month (invoiced annually)
  2. per user or company/month (invoiced annually)
  3. 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.
Anonymous | TrustRadius Reviewer

CloudTalk

CloudTalk 8.2
Based on 1 answer
It is working and affordable
Trevor Nicholson | TrustRadius Reviewer

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

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.
Ieva Lukstiņa | TrustRadius Reviewer

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

CloudTalk

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!
Stanislav Bouda | TrustRadius Reviewer

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

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

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

CloudTalk

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

CloudTalk

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

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

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