Cisco Unified Contact Center vs DCDial

Likelihood to Recommend

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.

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Verified User

Professional in Information Technology

Telecommunications Company, 10,001+ employees

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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.

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Verified User

Employee in Legal

Financial Services Company, 11-50 employees

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Feature Rating Comparison

Cisco Unified Contact Center

DCDial

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Cisco Unified Contact Center

DCDial

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

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.

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James Riley

Services Team Lead - Technical Services

NTT Ltd.Information Technology and Services, 10,001+ employees

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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.

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Verified User

Employee in Legal

Financial Services Company, 11-50 employees

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Cons

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.

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Verified User

Engineer in Information Technology

Government Administration Company, 501-1000 employees

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

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Verified User

Employee in Legal

Financial Services Company, 11-50 employees

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Likelihood to Renew

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.

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Verified User

Technician in Information Technology

Insurance Company, 201-500 employees

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No score

No answers yet

No answers on this topic

Usability

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.

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Verified User

Professional in Information Technology

Telecommunications Company, 10,001+ employees

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No score

No answers yet

No answers on this topic

Support Rating

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.

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Verified User

Director in Customer Service

Retail Company, 10,001+ employees

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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.

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Verified User

Employee in Legal

Financial Services Company, 11-50 employees

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Alternatives Considered

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.

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Verified User

Engineer in Customer Service

Telecommunications Company, 5001-10,000 employees

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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.

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Verified User

Employee in Legal

Financial Services Company, 11-50 employees

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Return on Investment

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.

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Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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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).

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Verified User

Employee in Legal

Financial Services Company, 11-50 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

Cisco Unified Contact Center

DCDial

Cisco Unified Contact Center

DCDial

Cisco Unified Contact Center

DCDial

Cisco Unified Contact Center

DCDial

Likelihood to Recommend