What users are saying about
72 Ratings
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Score 7.4 out of 100
1 Rating
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Score 10 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

DCDial

Any business can utilize DCDial, however, DCDial is less appropriate for companies that have a very small number of customers and simply do not need a dialer to reach out to them.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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

DCDial

  • Payment IVR. Now, there is no need to call us every time when a client wants to make a payment. Now, they can do that on their own at any time.
  • Compliance Suite. DCDial is fully-compliant. Once we've set up our account, we don't have to worry about compliance anymore.
  • Payment Processing. DCDial offers lots of ways to collect payments and the most amazing thing is that they don't charge for payment processing features; they all are included in the plan.
Anonymous | 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

DCDial

  • I'd update their system design a bit to make it more visually appealing but it doesn't impact my productivity.
Anonymous | 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

DCDial

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

DCDial

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

DCDial

DCDial 10.0
Based on 1 answer
I gave DCDial the 10/10 rating because our team loves DCDial ever since we had our initial demo with Haze and I personally got really impressed by DCDial's functionality.
Anonymous | TrustRadius Reviewer

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

DCDial

We have evaluated CallFire, CallHub, CloudTalk, and PhoneBurner, but unlike DCDial, none of them offer Click Campaigns that require us to press each phone number manually (non-automated dialing) to dial a specific person and ensure compliance at the same time. As the debt collection agency, we have to make sure we are fully compliant.
Anonymous | 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

DCDial

  • Our team managed to eliminate the number of unproductive calls.
  • We were able to increase agent connection rates.
  • Inbound callers are happy now because they don't have to wait in a queue (decreased customer wait time).
Anonymous | 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

DCDial

General

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

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
6.6
DCDial
10.0

Likelihood to Renew

Cisco Unified Contact Center
9.1
DCDial

Usability

Cisco Unified Contact Center
7.3
DCDial

Support Rating

Cisco Unified Contact Center
7.8
DCDial
10.0

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