What users are saying about
Cisco Unified Contact Center
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Top Rated
110 Ratings
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Based on 110 reviews and ratings
2 Ratings
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Based on 2 reviews and ratings
Feature Set Ratings
- GoContact ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)
Contact Center Software
8.4
Cisco Unified Contact Center
84%
9.3
GoContact
93%
GoContact ranks higher in 13/13 features
GoContact ranks higher in 13/13 features
Agent dashboard
8.5
85%
35 Ratings
8.7
87%
2 Ratings
Validate callers
8.7
87%
31 Ratings
9.7
97%
2 Ratings
Outbound response
8.2
82%
31 Ratings
9.3
93%
2 Ratings
Call forwarding
8.5
85%
33 Ratings
8.7
87%
2 Ratings
Click-to-call (CTC)
8.4
84%
26 Ratings
9.0
90%
1 Rating
Warm transfer
8.6
86%
30 Ratings
9.7
97%
2 Ratings
Predictive dialing
8.3
83%
22 Ratings
10.0
100%
2 Ratings
Interactive voice response
8.6
86%
29 Ratings
9.3
93%
2 Ratings
REST APIs
8.4
84%
25 Ratings
10.0
100%
1 Rating
Call scripts
8.5
85%
30 Ratings
9.0
90%
2 Ratings
Call tracking
8.4
84%
33 Ratings
9.0
90%
2 Ratings
Multichannel integration
8.4
84%
25 Ratings
9.0
90%
2 Ratings
CRM software integration
7.7
77%
25 Ratings
9.7
97%
2 Ratings
Workforce Optimization (WFO)
8.4
Cisco Unified Contact Center
84%
9.3
GoContact
93%
GoContact ranks higher in 9/9 features
GoContact ranks higher in 9/9 features
Inbound call routing
8.9
89%
33 Ratings
9.4
94%
2 Ratings
Omnichannel inbound routing
8.5
85%
25 Ratings
9.4
94%
2 Ratings
Recording
8.7
87%
32 Ratings
9.0
90%
2 Ratings
Quality management
8.5
85%
31 Ratings
10.0
100%
1 Rating
Call analytics
8.3
83%
32 Ratings
8.7
87%
2 Ratings
Historical reporting
8.1
81%
34 Ratings
9.0
90%
2 Ratings
Live reporting
8.2
82%
34 Ratings
9.0
90%
2 Ratings
Customer surveys
8.2
82%
25 Ratings
9.0
90%
1 Rating
Customer interaction analytics
8.6
86%
27 Ratings
10.0
100%
1 Rating
Attribute Ratings
- Cisco Unified Contact Center is rated higher in 1 area: Usability
- GoContact is rated higher in 2 areas: Likelihood to Recommend, Support Rating
Likelihood to Recommend
7.8
Cisco Unified Contact Center
78%
43 Ratings
9.7
GoContact
97%
2 Ratings
Likelihood to Renew
9.1
Cisco Unified Contact Center
91%
5 Ratings
GoContact
N/A
0 Ratings
Usability
8.3
Cisco Unified Contact Center
83%
7 Ratings
8.0
GoContact
80%
1 Rating
Support Rating
7.5
Cisco Unified Contact Center
75%
18 Ratings
10.0
GoContact
100%
1 Rating
Contract Terms and Pricing Model
8.0
Cisco Unified Contact Center
80%
2 Ratings
GoContact
N/A
0 Ratings
Professional Services
8.0
Cisco Unified Contact Center
80%
1 Rating
GoContact
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
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.
Head of Telemarketing
GoldenergyUtilities, 51-200 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+ employeesGoContact
- Outbound Campaings
- Dashboards
- Scripting
Head of Telemarketing
GoldenergyUtilities, 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
GoContact
- External SIP Phone method
- Managing DDI's
- Workforce Management
Head of Telemarketing
GoldenergyUtilities, 51-200 employees
Pricing Details
Cisco Unified Contact Center
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—GoContact
General
Free Trial
—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 employeesGoContact
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
GoContact
GoContact 8.0
Based on 1 answer
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.
Head of Telemarketing
GoldenergyUtilities, 51-200 employees
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 employeesGoContact
GoContact 10.0
Based on 1 answer
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.
Head of Telemarketing
GoldenergyUtilities, 51-200 employees
Alternatives 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
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.
Head of Telemarketing
GoldenergyUtilities, 51-200 employees
Contract 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+ employeesGoContact
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+ employeesGoContact
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
GoContact
- Fast Implementation during COVID19
- Fair Retribution Model
- Techincal Support easy to acess
Head of Telemarketing
GoldenergyUtilities, 51-200 employees