What users are saying about
68 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 7.4 out of 100
Based on 68 reviews and ratings
48 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>Score 7.8 out of 100
Based on 48 reviews and ratings
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.

Verified User
Professional in Information Technology
Telecommunications Company, 10,001+ employeesFive9
Well suited:Environments that don't require texting, and where users are highly technical and able to troubleshoot on your own. We've found that we need an internal tools manager AND an expert on each sales/support team to successfully onboard new team members and ensure current team members know how to use the tool.Not well-suited
- Organizations that rely on texting.
- Organizations with low tech literacy on their teams.
- Organizations with little ability to manage tools like this.

Verified User
Director in Quality Assurance
Higher Education Company, 201-500 employeesFeature Rating Comparison
Contact Center Software
Cisco Unified Contact Center
7.1
Five9
7.9
Agent dashboard
Cisco Unified Contact Center
7.1
Five9
7.0
Validate callers
Cisco Unified Contact Center
7.5
Five9
8.0
Outbound response
Cisco Unified Contact Center
7.0
Five9
8.0
Call forwarding
Cisco Unified Contact Center
7.2
Five9
6.0
Click-to-call (CTC)
Cisco Unified Contact Center
7.3
Five9
—
Warm transfer
Cisco Unified Contact Center
7.5
Five9
7.0
Predictive dialing
Cisco Unified Contact Center
6.8
Five9
8.0
Interactive voice response
Cisco Unified Contact Center
7.6
Five9
—
REST APIs
Cisco Unified Contact Center
7.2
Five9
—
Call scripts
Cisco Unified Contact Center
6.5
Five9
—
Call tracking
Cisco Unified Contact Center
7.9
Five9
9.0
Multichannel integration
Cisco Unified Contact Center
6.6
Five9
9.0
CRM software integration
Cisco Unified Contact Center
6.6
Five9
9.0
Workforce Optimization (WFO)
Cisco Unified Contact Center
7.0
Five9
9.1
Inbound call routing
Cisco Unified Contact Center
7.9
Five9
9.0
Omnichannel inbound routing
Cisco Unified Contact Center
7.0
Five9
—
Recording
Cisco Unified Contact Center
6.7
Five9
9.0
Quality management
Cisco Unified Contact Center
6.7
Five9
9.3
Call analytics
Cisco Unified Contact Center
7.2
Five9
9.0
Historical reporting
Cisco Unified Contact Center
7.6
Five9
9.0
Live reporting
Cisco Unified Contact Center
7.1
Five9
9.0
Customer surveys
Cisco Unified Contact Center
6.2
Five9
—
Customer interaction analytics
Cisco Unified Contact Center
6.4
Five9
—
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.
Services Team Lead - Technical Services
NTT Ltd.Information Technology and Services, 10,001+ employees
Five9
- Availability- Five9 has servers in multiple regions and an entire team monitoring 24/7 to make sure we do not have down time.
- Scalability- We can quickly increase our licenses up and down based on the needs of our clients.
- Security- We do not have to worry about security.
- Quality of voice- we are able to use Five9's soft phones and sustain a high quality of voice.
- Single code set and cloud based software as a service. Competitors we looked at were typically more of a collection of applications.
- Speed/Ease of use- We can manage Five9 with a single administrator vs an IT department.
- Compliance- for outbound dialing compliance is built in. We also use their TCPA solution for dialing cellular phones.
- Future proof: Five9 continues to invest in making their virtual contact center better. This in turn makes our service offering stronger.
President & CEO
BernardOutsourcing/Offshoring, 501-1000 employees
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.

Verified User
Engineer in Information Technology
Government Administration Company, 501-1000 employeesFive9
- Java based desktop application is a pain to keep updated.
- The user interface for the agent desktop application is clunky and outdated. It could use a facelift.
- The help center for documentation isn't well organized and the documentation needs substantial editing.
Support Improvement Manager
OrderUpFood & Beverages, 51-200 employees
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 employeesFive9
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.

Verified User
Professional in Information Technology
Telecommunications Company, 10,001+ employeesFive9
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.

Verified User
Director in Customer Service
Retail Company, 10,001+ employeesFive9
Five9 8.4
Based on 12 answers
Five9's Customer Support team is also based in Manila Philippines, thus turnaround email response times for our reported issues are great for our requirements. Their CS agents also facilitate mobile calls to followup on outstanding issues and operate on a 24/7 schedule. We've also had experience working with the senior tech agents to investigate recurring issues to completion.

Verified User
General Manager in Customer Service
Consumer Electronics Company, 51-200 employeesAlternatives Considered
Cisco Unified Contact Center
Since [Cisco Unified Contact Center] UCC has been around forever, there has been little to no effort to enhance UCCE/X as core platforms. Chances are good they will be sunset sooner than later. CVP has potential as an on prem solution. The future is Webex Contact Center as long as it can keep up with platforms in the CCaaS Magic Quadrant

Verified User
Engineer in Information Technology
Financial Services Company, 10,001+ employeesFive9
While we use Invoca and LeadsPedia for more granular tracking and data, Five9 has always sort of been the end all be all. If it's in Five9, it's pretty concrete that the info in Five9 is the correct information. It doesn't matter which campaign a call came through, if it came through at all, it will be seen in Five9.

Verified User
Strategist in Marketing
Security & Investigations Company, 5001-10,000 employeesReturn 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.
Ingeniero
Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees
Five9
- We are able to contact more clients on a daily basis
- We are able to record and monitor phone calls for quality assurance
- We are able to measure all KPI's for agent performance
- The Do Not Call list is incredibly easy to add and remove clients
Paralegal/Supervisor
Summit ConversionsLegal Services, 11-50 employees
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
Five9
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required