Cisco Unified Contact Center vs. GoContact

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Unified Contact Center
Score 8.6 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
GoContact
Score 10.0 out of 10
N/A
GoContact in Portugal is a company specialized in integrated solutions for Contact Centers (IPBX + Contact Center Software + Communications). GoContact's integrated Contact Center platform provides IPBX, IVR, Inbound / Outbound Services, Scripts, Tickets, Chat, CRM, Reporting /Analytics, Quality, E-learning, SMS, and Text to Speech.N/A
Pricing
Cisco Unified Contact CenterGoContact
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Cisco Unified Contact CenterGoContact
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
Features
Cisco Unified Contact CenterGoContact
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Unified Contact Center
9.6
40 Ratings
14% above category average
GoContact
9.4
2 Ratings
12% above category average
Agent dashboard9.640 Ratings9.02 Ratings
Validate callers9.636 Ratings10.02 Ratings
Outbound response9.536 Ratings9.02 Ratings
Call forwarding9.737 Ratings9.02 Ratings
Click-to-call (CTC)9.730 Ratings9.01 Ratings
Warm transfer9.735 Ratings10.02 Ratings
Predictive dialing9.727 Ratings10.02 Ratings
Interactive voice response9.734 Ratings9.02 Ratings
REST APIs9.730 Ratings10.01 Ratings
Call scripts9.635 Ratings9.02 Ratings
Call tracking9.538 Ratings9.02 Ratings
Multichannel integration9.730 Ratings9.02 Ratings
CRM software integration9.530 Ratings10.02 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Cisco Unified Contact Center
9.4
41 Ratings
13% above category average
GoContact
9.4
2 Ratings
13% above category average
Inbound call routing9.738 Ratings10.02 Ratings
Omnichannel inbound routing9.730 Ratings10.02 Ratings
Recording8.834 Ratings9.02 Ratings
Quality management9.735 Ratings10.01 Ratings
Call analytics9.836 Ratings9.02 Ratings
Historical reporting9.639 Ratings9.02 Ratings
Live reporting9.639 Ratings9.02 Ratings
Customer surveys8.727 Ratings9.01 Ratings
Customer interaction analytics8.829 Ratings10.01 Ratings
Best Alternatives
Cisco Unified Contact CenterGoContact
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 CenterGoContact
Likelihood to Recommend
9.6
(49 ratings)
10.0
(2 ratings)
Likelihood to Renew
9.1
(5 ratings)
-
(0 ratings)
Usability
8.3
(7 ratings)
8.0
(1 ratings)
Support Rating
7.5
(16 ratings)
10.0
(1 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 CenterGoContact
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.
Read full review
GoContact
GoContact is a good choice for medium and larger contact centers who deal with more than 2k calls per day for example. This software is a leader in managing Outbound Campaigns and it's easy to use. It's also suitable if you don't have a CRM and want to manage tickets and omnichannel customer service. If you just want an easy to use and easy to setup software and just making occasional outbound calls there's cheaper solutions.
Read full review
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.
Read full review
GoContact
  • Outbound Campaings
  • Dashboards
  • Scripting
Read full review
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.
Read full review
GoContact
  • External SIP Phone method
  • Managing DDI's
  • Workforce Management
Read full review
Likelihood to Renew
Cisco
if it is up to me I would maintain its use. I was not able to make those decisions previously.
Read full review
GoContact
No answers on this topic
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.
Read full review
GoContact
Every user adapts quicky to the workspace and functionality but technically it should be easier to deal with the soft phone configuration. Team Leaders and Business Managers can get all the information they need to make decisions with a high level of usability. GoContact should think about bringing their software to an app version like their competition is doing.
Read full review
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.
Read full review
GoContact
Their support was in fact an extension of my team since day 1 and helped us in a big way with training, set up and solving operational doubts and issues in a fast and truly interested way. Personally, I had an account manager 24/7 at my disposal without any additional charge or something. They also care about our business and provide tips so we can get better results.
Read full review
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.
Read full review
GoContact
Since I was looking for a solution that allowed me to move about 50 door-to-door sellers to remote telemarketing work I needed a solution that was easy and fast to set up and to manage from a distance. GoContact is a leader in massive outbound solutions and very well recommended by people in my network.
Read full review
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.
Read full review
GoContact
No answers on this topic
Professional Services
Cisco
Scripting not supported
Read full review
GoContact
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
Read full review
GoContact
  • Fast Implementation during COVID19
  • Fair Retribution Model
  • Techincal Support easy to acess
Read full review
ScreenShots