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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Score 8.1 out of 100
1 Rating
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Score 7.3 out of 100

Feature Set Ratings

    Contact Center Software

    8.4

    Cisco Unified Contact Center

    84%

    OneContact CC

    Feature Set Not Supported
    N/A
    Cisco Unified Contact Center ranks higher in 13/13 features

    Agent dashboard

    8.5
    85%
    35 Ratings
    N/A
    0 Ratings

    Validate callers

    8.7
    87%
    31 Ratings
    N/A
    0 Ratings

    Outbound response

    8.2
    82%
    31 Ratings
    N/A
    0 Ratings

    Call forwarding

    8.5
    85%
    33 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    8.4
    84%
    26 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.6
    86%
    30 Ratings
    N/A
    0 Ratings

    Predictive dialing

    8.3
    83%
    22 Ratings
    N/A
    0 Ratings

    Interactive voice response

    8.6
    86%
    29 Ratings
    N/A
    0 Ratings

    REST APIs

    8.4
    84%
    25 Ratings
    N/A
    0 Ratings

    Call scripts

    8.5
    85%
    30 Ratings
    N/A
    0 Ratings

    Call tracking

    8.4
    84%
    33 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.4
    84%
    25 Ratings
    N/A
    0 Ratings

    CRM software integration

    7.7
    77%
    25 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.4

    Cisco Unified Contact Center

    84%

    OneContact CC

    Feature Set Not Supported
    N/A
    Cisco Unified Contact Center ranks higher in 9/9 features

    Inbound call routing

    8.9
    89%
    33 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    8.5
    85%
    25 Ratings
    N/A
    0 Ratings

    Recording

    8.7
    87%
    32 Ratings
    N/A
    0 Ratings

    Quality management

    8.5
    85%
    31 Ratings
    N/A
    0 Ratings

    Call analytics

    8.3
    83%
    32 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.1
    81%
    34 Ratings
    N/A
    0 Ratings

    Live reporting

    8.2
    82%
    34 Ratings
    N/A
    0 Ratings

    Customer surveys

    8.2
    82%
    25 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    8.6
    86%
    27 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Cisco Unified Contact Center is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    7.8

    Cisco Unified Contact Center

    78%
    43 Ratings
    7.3

    OneContact CC

    73%
    1 Rating

    Likelihood to Renew

    9.1

    Cisco Unified Contact Center

    91%
    5 Ratings

    OneContact CC

    N/A
    0 Ratings

    Usability

    8.3

    Cisco Unified Contact Center

    83%
    7 Ratings

    OneContact CC

    N/A
    0 Ratings

    Support Rating

    7.5

    Cisco Unified Contact Center

    75%
    18 Ratings

    OneContact CC

    N/A
    0 Ratings

    Contract Terms and Pricing Model

    8.0

    Cisco Unified Contact Center

    80%
    2 Ratings

    OneContact CC

    N/A
    0 Ratings

    Professional Services

    8.0

    Cisco Unified Contact Center

    80%
    1 Rating

    OneContact CC

    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

    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

    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

    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

    • 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

    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

    Pricing Details

    Cisco Unified Contact Center

    General

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

    Starting Price

    OneContact CC

    General

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

    Starting Price

    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 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

    OneContact CC

    No score
    No answers yet
    No answers on this topic

    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

    OneContact CC

    No score
    No answers yet
    No answers on this topic

    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

    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

    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

    OneContact CC

    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

    OneContact CC

    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

    OneContact CC

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

    Add comparison