What users are saying about
71 Ratings
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Score 7.4 out of 100
1 Rating
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Score 9 out of 100

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.
Anonymous | TrustRadius Reviewer

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.
Vítor Hugo Pacheco | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Unified Contact Center
7.2
GoContact
9.1
Agent dashboard
Cisco Unified Contact Center
7.2
GoContact
8.0
Validate callers
Cisco Unified Contact Center
7.6
GoContact
9.0
Outbound response
Cisco Unified Contact Center
7.0
GoContact
10.0
Call forwarding
Cisco Unified Contact Center
7.4
GoContact
8.0
Click-to-call (CTC)
Cisco Unified Contact Center
7.5
GoContact
Warm transfer
Cisco Unified Contact Center
7.5
GoContact
9.0
Predictive dialing
Cisco Unified Contact Center
6.4
GoContact
10.0
Interactive voice response
Cisco Unified Contact Center
7.7
GoContact
10.0
REST APIs
Cisco Unified Contact Center
7.2
GoContact
Call scripts
Cisco Unified Contact Center
6.7
GoContact
9.0
Call tracking
Cisco Unified Contact Center
8.0
GoContact
9.0
Multichannel integration
Cisco Unified Contact Center
6.6
GoContact
9.0
CRM software integration
Cisco Unified Contact Center
6.6
GoContact
9.0

Workforce Optimization (WFO)

Cisco Unified Contact Center
7.1
GoContact
8.5
Inbound call routing
Cisco Unified Contact Center
8.0
GoContact
8.0
Omnichannel inbound routing
Cisco Unified Contact Center
7.1
GoContact
8.0
Recording
Cisco Unified Contact Center
6.8
GoContact
9.0
Quality management
Cisco Unified Contact Center
6.9
GoContact
Call analytics
Cisco Unified Contact Center
7.2
GoContact
8.0
Historical reporting
Cisco Unified Contact Center
7.7
GoContact
9.0
Live reporting
Cisco Unified Contact Center
7.1
GoContact
9.0
Customer surveys
Cisco Unified Contact Center
6.4
GoContact
Customer interaction analytics
Cisco Unified Contact Center
6.7
GoContact

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.
James Riley | TrustRadius Reviewer

GoContact

  • Outbound Campaings
  • Dashboards
  • Scripting
Vítor Hugo Pacheco | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

GoContact

  • External SIP Phone method
  • Managing DDI's
  • Workforce Management
Vítor Hugo Pacheco | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

GoContact

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.
Anonymous | TrustRadius Reviewer

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.
Vítor Hugo Pacheco | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

GoContact

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.
Vítor Hugo Pacheco | TrustRadius Reviewer

Alternatives Considered

Cisco Unified Contact Center

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.
Anonymous | TrustRadius Reviewer

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.
Vítor Hugo Pacheco | TrustRadius Reviewer

Return 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.
Arturo Lopez | TrustRadius Reviewer

GoContact

  • Fast Implementation during COVID19
  • Fair Retribution Model
  • Techincal Support easy to acess
Vítor Hugo Pacheco | TrustRadius Reviewer

Pricing Details

Cisco Unified Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

GoContact

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
6.6
GoContact
9.0

Likelihood to Renew

Cisco Unified Contact Center
9.1
GoContact

Usability

Cisco Unified Contact Center
7.3
GoContact
8.0

Support Rating

Cisco Unified Contact Center
7.8
GoContact
10.0

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