What users are saying about
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Top Rated
110 Ratings
2 Ratings

Cisco Unified Contact Center

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Top Rated
110 Ratings
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Score 8.1 out of 100
2 Ratings
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Score 9.7 out of 100

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

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

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.
Gustavo Alves | 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

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.
Anonymous | TrustRadius Reviewer

GoContact

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

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.
James Riley | TrustRadius Reviewer

GoContact

  • External SIP Phone method
  • Managing DDI's
  • Workforce Management
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

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.
Anonymous | TrustRadius Reviewer

GoContact

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.
Pratham Radadiya | 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 7.5
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.
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

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.
Alyson Sherlock | 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

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.
Anonymous | TrustRadius Reviewer

GoContact

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
Anonymous | TrustRadius Reviewer

GoContact

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.
Mostafa Awad | TrustRadius Reviewer

GoContact

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

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