Cisco Unified Contact Center vs. Dialpad Ai Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Unified Contact Center
Score 8.4 out of 10
N/A
Cisco Unified Contact Center is a contact center platform that can support up to 24,000 agents. It supports call routing, omnichannel integrations, and a management portal for creating customer profiles, segmentation, and resource monitoring.N/A
Dialpad Ai Contact Center
Score 7.9 out of 10
N/A
Dialpad Ai Contact Center is an inbound or outbound call center platform and solution, that helps companies connect with customers across all channels and skip the repetitive questions, retaining reviewable conversations and context history.N/A
Pricing
Cisco Unified Contact CenterDialpad Ai Contact Center
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Cisco Unified Contact CenterDialpad Ai Contact Center
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsMust contact sales team for pricing.
More Pricing Information
Community Pulse
Cisco Unified Contact CenterDialpad Ai Contact Center
Top Pros
Top Cons
Features
Cisco Unified Contact CenterDialpad Ai Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Unified Contact Center
9.5
40 Ratings
13% above category average
Dialpad Ai Contact Center
7.8
20 Ratings
7% below category average
Agent dashboard9.540 Ratings8.419 Ratings
Validate callers9.536 Ratings7.819 Ratings
Outbound response9.436 Ratings8.219 Ratings
Call forwarding9.537 Ratings8.419 Ratings
Click-to-call (CTC)9.630 Ratings8.617 Ratings
Warm transfer9.735 Ratings7.916 Ratings
Predictive dialing9.727 Ratings5.913 Ratings
Interactive voice response9.634 Ratings8.317 Ratings
REST APIs9.630 Ratings7.19 Ratings
Call scripts9.535 Ratings7.214 Ratings
Call tracking9.438 Ratings8.318 Ratings
Multichannel integration9.630 Ratings7.712 Ratings
CRM software integration9.430 Ratings7.412 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Cisco Unified Contact Center
9.3
41 Ratings
12% above category average
Dialpad Ai Contact Center
8.4
20 Ratings
1% above category average
Inbound call routing9.738 Ratings8.820 Ratings
Omnichannel inbound routing9.630 Ratings8.39 Ratings
Recording8.835 Ratings8.818 Ratings
Quality management9.636 Ratings7.914 Ratings
Call analytics9.737 Ratings8.918 Ratings
Historical reporting9.539 Ratings8.916 Ratings
Live reporting9.639 Ratings8.414 Ratings
Customer surveys8.828 Ratings7.89 Ratings
Customer interaction analytics8.930 Ratings8.111 Ratings
Best Alternatives
Cisco Unified Contact CenterDialpad Ai Contact Center
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco Unified Contact CenterDialpad Ai Contact Center
Likelihood to Recommend
9.4
(49 ratings)
8.3
(21 ratings)
Likelihood to Renew
9.1
(5 ratings)
9.2
(2 ratings)
Usability
8.3
(7 ratings)
-
(0 ratings)
Support Rating
7.5
(15 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
8.0
(2 ratings)
-
(0 ratings)
Professional Services
8.0
(1 ratings)
-
(0 ratings)
User Testimonials
Cisco Unified Contact CenterDialpad Ai Contact Center
Likelihood to Recommend
Cisco
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.
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Dialpad
We have a mix of Ai Contact Center and regular Departments in Dialpad Ai Contact Center - we mostly use the Ai Contact Center for our high-volume area or areas we need to keep track of in more detail. In our smaller clinics, with few staff, Ai Contact Center doesn't make sense to use to we have them setup as Departments instead.
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Pros
Cisco
  • 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.
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Dialpad
  • The ease of use and integration into our local IT infrastructure
  • It improved business process agility especially for the work from home agents
  • It improved our customer relations/service with fewer dropped calls
  • It gives managers better reporting capabilities and call usage statistics
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Cons
Cisco
  • 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.
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Dialpad
  • If a department has a need for 5+ call centers, it is a bit more difficult to manager and report on.
  • Maybe a little more granuality in Agent help cards so it shows cards that are relevant to agents tenure. May have some agents that need certain help, where others wouldnt need it because of their experience
  • Self service options
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Likelihood to Renew
Cisco
if it is up to me I would maintain its use. I was not able to make those decisions previously.
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Dialpad
I cannot think of one single reason we would stop using Dialpad. There has been too much positive feedback from our staff as well as the ease of use and training for new hires is big incentive to renew. We've looked at other VoIP products and price versus feature set is overwhelmingly in favor of continuing to use Dialpad.
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Usability
Cisco
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.
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Dialpad
No answers on this topic
Support Rating
Cisco
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.
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Dialpad
No answers on this topic
Alternatives Considered
Cisco
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.
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Dialpad
Dialpad is the evolution of MiCloud, it does everything MiCloud did and then some and it does it better. The level of flexibility and customization provided by Dialpad allowed us to go to the next level in terms of productivity and interconnection, their interface is user-friendly and provides real-time data to aid in decision-making processes.
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Contract Terms and Pricing Model
Cisco
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.
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Dialpad
No answers on this topic
Professional Services
Cisco
Scripting not supported
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Dialpad
No answers on this topic
Return on Investment
Cisco
  • 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
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Dialpad
  • The callback feature has saved clients a lot of hold time
  • The voicemail system has allowed cases to be handled properly by client's being able to leave a message for the proper agent
  • The Ai transcript feature has helped dozens of agents, as well as the company, avoid a lot of hassle, time, and lost money due to verifying conversations and information that normally would be much harder to confirm without it
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ScreenShots