What users are saying about
71 Ratings
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Score 7.4 out of 100
1 Rating
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Score 7.3 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

OneContact CC

Collab OneContact is an all around platform that can be used in any situation. It can be used in situation where there isn't a PBX. I've seen some solutions where the platform is integrated, using SIP with a CUCM.
Rui Ferraz | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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

OneContact CC

  • Call Flow, ACD and IVR.
  • Dynamic platform with the possibility to integrate with the client existing solution.
  • Was built to stand alone, with no need for a supporting PBX, or a advanced reporting module.
Rui Ferraz | 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

OneContact CC

  • The need to have a Microsoft SQL Server 2012/2014 Standard in order to save the media interactions.
  • The email module needs a little more work.
Rui Ferraz | 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

OneContact CC

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

OneContact CC

No score
No answers yet
No answers on this topic

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

OneContact CC

No score
No answers yet
No answers on this topic

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

OneContact CC

CUCCX is a great platform but it can't be considered when working with other manufacturers, even if they support SIP. For this reason, when you're building a network that isn't just installed by one provider, I would suggest an approach different from CUCCX (considering VoIP and CC platforms, not routing or switching).OneContact allows the integration between platforms, allowing short number dialing between different contexts, recording other advanced telephony solution.Collab's Customer interaction Hub is a great solution for clients that need a CRM, but don't need much complexity, this mini-CRM is a great asset against the competition and facilitates the deployment of an omni-channel Contact Center.
Rui Ferraz | 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

OneContact CC

  • It has a low initial CAPEX
  • It has low maintenance
  • The manufacterer support can be a considerable cost.
Rui Ferraz | TrustRadius Reviewer

Pricing Details

Cisco Unified Contact Center

General

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

OneContact CC

General

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

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
6.6
OneContact CC
7.3

Likelihood to Renew

Cisco Unified Contact Center
9.1
OneContact CC

Usability

Cisco Unified Contact Center
7.3
OneContact CC

Support Rating

Cisco Unified Contact Center
7.8
OneContact CC

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