Cisco Unified Contact Center vs CloudTalk

What users are saying about

Learn More

Score 8.2 out of 10

Based on 110 reviews and ratings

Learn More

Score 8.1 out of 10

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

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

Contract Terms and Pricing Model

8.0

Cisco Unified Contact Center

80%

2 Ratings

CloudTalk

N/A

0 Ratings

Cisco Unified Contact Center

80%

1 Rating

CloudTalk

N/A

0 Ratings

Pros

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.

Read full review

Verified User

Professional in Information Technology

Telecommunications Company, 10,001+ employees

View all 43 answers on this topic

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.

Read full review

Verified User

Manager in Customer Service

Information Technology & Services Company, 11-50 employees

View all 34 answers on this topic

Cons

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.

Read full review

James Riley

Services Team Lead - Technical Services

NTT Ltd.Information Technology and Services, 10,001+ employees

View all 43 answers on this topic

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.

Read full review

Samantha Semuhin

Senior Support Manager

TaskworldComputer Software, 51-200 employees

View all 34 answers on this topic

Yes

Entry-level set up fee?

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 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.

Read full review

Verified User

Technician in Information Technology

Insurance Company, 201-500 employees

View all 5 answers on this topic

CloudTalk 8.2

Based on 1 answer

It is working and affordable

Read full review

Trevor Nicholson

CFO (Chief Financial Officer)

PlanetWatchers (UK) LimitedComputer Software, 11-50 employees

View all 1 answers on this topic

Usability

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.

Read full review

Pratham Radadiya

Full Stack Engineer

CensusComputer Games, 501-1000 employees

View all 7 answers on this topic

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.

Read full review

Ieva Lukstiņa

Customer Support

Discover Car HireLeisure, Travel & Tourism, 51-200 employees

View all 5 answers on this topic

Support Rating

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.

Read full review

Verified User

Engineer in Engineering

Information Technology & Services Company, 51-200 employees

View all 18 answers on this topic

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!

Read full review

Stanislav Bouda

Account Manager

QualityUnitInformation Technology and Services, 51-200 employees

View all 17 answers on this topic

Alternatives Considered

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.

Read full review

Alyson Sherlock

Customer Operations Manager

Berxi- Berkshire Hathaway Specialty InsuranceInsurance, 1-10 employees

View all 43 answers on this topic

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.

Read full review

Logan Brown

Head of Sales and CS

UFA Trader LIMITEDWholesale, 201-500 employees

View all 34 answers on this topic

Contract Terms and Pricing Model

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.

Read full review

Verified User

Consultant in Engineering

Information Technology & Services Company, 10,001+ employees

View all 2 answers on this topic

No score

No answers yet

No answers on this topic

Professional Services

Cisco Unified Contact Center 8.0

Based on 1 answer

Scripting not supported

Read full review

Verified User

Consultant in Engineering

Information Technology & Services Company, 10,001+ employees

View all 1 answers on this topic

No score

No answers yet

No answers on this topic

Return on Investment

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.

Read full review

Mostafa Awad

Senior Genesys System Engineer

IST NetworksInformation Technology & Services, 201-500 employees

View all 43 answers on this topic

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

Read full review

Pablo Ritchie

Product Manager

Migrante Sociedad FinancieraFinancial Services, 51-200 employees

View all 34 answers on this topic

Screenshots

—

See All (9) CloudTalk Screenshots

Cisco Unified Contact Center

CloudTalk

Cisco Unified Contact Center

CloudTalk

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Cisco Unified Contact Center

CloudTalk

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Cisco Unified Contact Center

CloudTalk

Cisco Unified Contact Center

CloudTalk

Cisco Unified Contact Center

CloudTalk

Cisco Unified Contact Center

CloudTalk

Cisco Unified Contact Center

CloudTalk

Cisco Unified Contact Center

CloudTalk

Cisco Unified Contact Center

CloudTalk

Likelihood to Recommend

Cisco Unified Contact Center

CloudTalk

Pros

Cisco Unified Contact Center

CloudTalk

Cons

Cisco Unified Contact Center

CloudTalk