Cisco Unified Contact Center vs. DCDial

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.

Incentivized

This software is very useful to all companies that want to increase their sales through customer service or call centers for their sales. It has worked very well for us, being able to solve minor failures, it is one of the best-priced software, compared to everything it offers.

Incentivized

• 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.

Incentivized

• 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.

• 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.

Incentivized

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

if it is up to me I would maintain its use. I was not able to make those decisions previously.

Incentivized

Cisco Unified Contact Center is a scalable product . Can be used in amy organizational units not only the contact center . Can be used for many IT Helpdesk setups and any internal or external CC . We can use it to automate the outbound dialing as well for marketting and invoices and other use cases

Incentivized

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.

Incentivized

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.

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.

Incentivized

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.

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.

Incentivized

Scripting not supported

Incentivized

• A smoother route to helping end users with critical needs
• With quick assist while on hold, less calls come into the pool while agents have the ability to assist more critical needs
• The ability to work remotely during an extreme event assisting end users

Incentivized

• 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).