What users are saying about
Cisco Unified Contact Center
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Top Rated
110 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.2 out of 100
Based on 110 reviews and ratings
5 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 9.1 out of 100
Based on 5 reviews and ratings
Feature Set Ratings
Contact Center Software
8.4
Cisco Unified Contact Center
84%
DCDial
Feature Set Not Supported
N/A
Cisco Unified Contact Center ranks higher in 13/13 features
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%
DCDial
Feature Set Not Supported
N/A
Cisco Unified Contact Center ranks higher in 9/9 features
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
- DCDial is rated higher in 2 areas: Likelihood to Recommend, Support Rating
Likelihood to Recommend
7.8
Cisco Unified Contact Center
78%
43 Ratings
9.6
DCDial
96%
3 Ratings
Likelihood to Renew
9.1
Cisco Unified Contact Center
91%
5 Ratings
DCDial
N/A
0 Ratings
Usability
8.3
Cisco Unified Contact Center
83%
7 Ratings
DCDial
N/A
0 Ratings
Support Rating
7.5
Cisco Unified Contact Center
75%
18 Ratings
10.0
DCDial
100%
1 Rating
Contract Terms and Pricing Model
8.0
Cisco Unified Contact Center
80%
2 Ratings
DCDial
N/A
0 Ratings
Professional Services
8.0
Cisco Unified Contact Center
80%
1 Rating
DCDial
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.
Técnico de Prevenção a Fraude
FISDesign, 1001-5000 employees
DCDial
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.
SVP Infrastructure & Operations
Penske Truck LeasingTransportation/Trucking/Railroad, 10,001+ employees
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.

Verified User
Professional in Information Technology
Telecommunications Company, 10,001+ employeesDCDial
- Integrates seamlessly with our CRM products.
- Call tracking capabilities.
- A fully compliant call center suite.
Project Manager
OmobonoMarketing & Advertising, 51-200 employees
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.
Services Team Lead - Technical Services
NTT Ltd.Information Technology and Services, 10,001+ employees
DCDial
- I'd update their system design a bit to make it more visually appealing but it doesn't impact my productivity.

Verified User
Employee in Legal
Financial Services Company, 11-50 employeesPricing Details
Cisco Unified Contact Center
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—DCDial
General
Free Trial
Yes
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.

Verified User
Technician in Information Technology
Insurance Company, 201-500 employeesDCDial
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.
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.
Full Stack Engineer
CensusComputer Games, 501-1000 employees
DCDial
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.

Verified User
Engineer in Engineering
Information Technology & Services Company, 51-200 employeesDCDial
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.

Verified User
Employee in Legal
Financial Services Company, 11-50 employeesAlternatives 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.
Customer Operations Manager
Berxi- Berkshire Hathaway Specialty InsuranceInsurance, 1-10 employees
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.

Verified User
Employee in Legal
Financial Services Company, 11-50 employeesContract 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.

Verified User
Consultant in Engineering
Information Technology & Services Company, 10,001+ employeesDCDial
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

Verified User
Consultant in Engineering
Information Technology & Services Company, 10,001+ employeesDCDial
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.
Senior Genesys System Engineer
IST NetworksInformation Technology & Services, 201-500 employees
DCDial
- Call tracking capabilities.
- Easy monitoring and reporting features.
- Compliant call center suite.
Project Manager
OmobonoMarketing & Advertising, 51-200 employees