What users are saying about
71 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.4 out of 100
1 Rating
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8 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

CrazyCall

If you are looking for an easy and affordable call service to increase the productivity of your sales team, then look no further than CrazyCall. It has all the basic features that a sales member could need: quick dialing, recording, automatic logging and tracking of calls, and reporting. If you are looking for a call service to integrate with your CRM, then be sure to do your homework and ask to see if CrazyCall has the ability to integrate with your CRM.
Adam Montgomery | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Unified Contact Center
7.2
CrazyCall
7.5
Agent dashboard
Cisco Unified Contact Center
7.2
CrazyCall
6.0
Validate callers
Cisco Unified Contact Center
7.6
CrazyCall
7.0
Outbound response
Cisco Unified Contact Center
7.0
CrazyCall
8.0
Call forwarding
Cisco Unified Contact Center
7.4
CrazyCall
8.0
Click-to-call (CTC)
Cisco Unified Contact Center
7.5
CrazyCall
9.0
Warm transfer
Cisco Unified Contact Center
7.5
CrazyCall
8.0
Predictive dialing
Cisco Unified Contact Center
6.4
CrazyCall
7.0
Interactive voice response
Cisco Unified Contact Center
7.7
CrazyCall
7.0
REST APIs
Cisco Unified Contact Center
7.2
CrazyCall
7.0
Call scripts
Cisco Unified Contact Center
6.7
CrazyCall
8.0
Call tracking
Cisco Unified Contact Center
8.0
CrazyCall
9.0
Multichannel integration
Cisco Unified Contact Center
6.6
CrazyCall
7.0
CRM software integration
Cisco Unified Contact Center
6.6
CrazyCall
7.0

Workforce Optimization (WFO)

Cisco Unified Contact Center
7.1
CrazyCall
5.4
Inbound call routing
Cisco Unified Contact Center
8.0
CrazyCall
4.0
Omnichannel inbound routing
Cisco Unified Contact Center
7.1
CrazyCall
4.0
Recording
Cisco Unified Contact Center
6.8
CrazyCall
8.0
Quality management
Cisco Unified Contact Center
6.9
CrazyCall
7.0
Call analytics
Cisco Unified Contact Center
7.2
CrazyCall
5.0
Historical reporting
Cisco Unified Contact Center
7.7
CrazyCall
5.0
Live reporting
Cisco Unified Contact Center
7.1
CrazyCall
5.0
Customer surveys
Cisco Unified Contact Center
6.4
CrazyCall
6.0
Customer interaction analytics
Cisco Unified Contact Center
6.7
CrazyCall
5.0

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

CrazyCall

  • One-click dialing directly from the computer is definitely a strength.
  • Local numbers used in dialing to increase the number of connections is an asset.
  • The pricing is a plus. It is one of the most affordable calling tools on the market.
Adam Montgomery | 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

CrazyCall

  • Inbound call functionally is still limited and not something that my team utilizes.
  • The reporting features for the some of the lower pricing tiers are very limited.
  • Downloading reports from the cloud can be quite slow at times.
Adam Montgomery | 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

CrazyCall

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

CrazyCall

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

CrazyCall

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

CrazyCall

CrazyCall integrated with our CRM better than the other competitors. The integration was seamless and offered exactly what we were looking for. Some of the other competitors that we were evaluating were not able to integrate with our CRM in the same manner. That is why we ended up going with CrazyCall
Adam Montgomery | 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

CrazyCall

  • Our sales team is making more calls and the calls have improved in quality....this is leading to more customer interactions.
  • Our customer service has improved with the call recording. We are able to go back and listen to issues and customize our responses based on the recordings.
  • Managers are better able to identify sales members who are consistently meeting their call targets. This has improved our goal-setting and reward system.
Adam Montgomery | TrustRadius Reviewer

Screenshots

Cisco Unified Contact Center

Pricing Details

Cisco Unified Contact Center

General

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

Cisco Unified Contact Center Editions & Modules

Additional Pricing Details

CrazyCall

General

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

CrazyCall Editions & Modules

Edition
Plan B$201
Plan A$101
Plan C$401
  1. per user / month
Additional Pricing Details
Plans priced per user / month. Exclusive of connection costs. Competitive rates available.

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
6.6
CrazyCall
8.0

Likelihood to Renew

Cisco Unified Contact Center
9.1
CrazyCall

Usability

Cisco Unified Contact Center
7.3
CrazyCall

Support Rating

Cisco Unified Contact Center
7.8
CrazyCall

Add comparison