Cisco Unified Contact Center vs. Google Cloud Contact Center AI

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Unified Contact Center
Score 8.7 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
Google Cloud Contact Center AI
Score 8.9 out of 10
N/A
Google has launched a cloud based contact center software which uses artificial intelligence (AI) to improve the customer experience and provide real-time insights for agents. Announced in July 2018, this product adds three core AI functionalities to the contact center software tool belt with its Dialogflow feature: virtual agents, AI assistance for human agents, and contact center analytics. Google’s product streamlines inbound and outbound communications by…N/A
Pricing
Cisco Unified Contact CenterGoogle Cloud Contact Center AI
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Cisco Unified Contact CenterGoogle Cloud Contact Center AI
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
Community Pulse
Cisco Unified Contact CenterGoogle Cloud Contact Center AI
Top Pros

No answers on this topic

Top Cons

No answers on this topic

Features
Cisco Unified Contact CenterGoogle Cloud Contact Center AI
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Unified Contact Center
9.2
39 Ratings
9% above category average
Google Cloud Contact Center AI
8.4
13 Ratings
0% above category average
Agent dashboard9.239 Ratings8.513 Ratings
Validate callers9.135 Ratings7.911 Ratings
Outbound response9.035 Ratings8.211 Ratings
Call forwarding9.236 Ratings8.611 Ratings
Click-to-call (CTC)9.330 Ratings8.911 Ratings
Warm transfer9.434 Ratings8.810 Ratings
Predictive dialing9.426 Ratings8.39 Ratings
Interactive voice response9.333 Ratings8.411 Ratings
REST APIs9.429 Ratings7.211 Ratings
Call scripts9.134 Ratings8.211 Ratings
Call tracking9.037 Ratings8.411 Ratings
Multichannel integration9.329 Ratings8.712 Ratings
CRM software integration8.829 Ratings8.711 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Cisco Unified Contact Center
9.2
40 Ratings
10% above category average
Google Cloud Contact Center AI
8.6
13 Ratings
3% above category average
Inbound call routing9.537 Ratings8.312 Ratings
Omnichannel inbound routing9.329 Ratings8.111 Ratings
Recording8.934 Ratings8.813 Ratings
Quality management9.435 Ratings8.911 Ratings
Call analytics9.636 Ratings9.012 Ratings
Historical reporting9.238 Ratings9.011 Ratings
Live reporting9.338 Ratings8.410 Ratings
Customer surveys8.927 Ratings8.18 Ratings
Customer interaction analytics9.029 Ratings8.410 Ratings
Best Alternatives
Cisco Unified Contact CenterGoogle Cloud Contact Center AI
Small Businesses
CloudTalk
CloudTalk
Score 9.6 out of 10
CloudTalk
CloudTalk
Score 9.6 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.6 out of 10
CloudTalk
CloudTalk
Score 9.6 out of 10
Enterprises
Webex Contact Center
Webex Contact Center
Score 9.1 out of 10
Webex Contact Center
Webex Contact Center
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco Unified Contact CenterGoogle Cloud Contact Center AI
Likelihood to Recommend
9.0
(48 ratings)
8.5
(13 ratings)
Likelihood to Renew
9.1
(5 ratings)
9.0
(1 ratings)
Usability
8.3
(7 ratings)
9.0
(1 ratings)
Support Rating
7.5
(15 ratings)
-
(0 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 CenterGoogle Cloud Contact Center AI
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.
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Google
Well suited for sites where the product is hardware because with those if there are any questions then the site could help eliminate having to contact the company directly and waiting for answers days later. This would be suited for products as the answer could be given and the more complex questions would be directed to the company.
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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.
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Google
  • Google Cloud Contact Center AI is based on the same foundation infrastructure and services as Google Assistant, therefore, it is robust and flexible. The APIs are very well built and documented as well. Any newbie can start using the service with a very little learning curve.
  • Seamless integrations are also a great add-on. Google makes sure that Contact Center AI service integrates well with leading customer service platforms which helps any user to use only the required functionalities from Contact Center AI and meanwhile use any other primary platform.
  • Robust documentation which is always alive and is updated within no time is of great help! Google makes sure its end customers know what to do where and when in clear plain text and any issues/ bugs are also documented.
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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.
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Google
  • It's still in the beginning phase of sentimental Analysis and more data sets can really help during tough conversations.
  • Automation can be made a little simpler and basic for anyone to be able to work on it.
  • Each instance of the software can have its own AI learning for a wider range of real time issues.
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Likelihood to Renew
Cisco
if it is up to me I would maintain its use. I was not able to make those decisions previously.
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Google
We are happy with the implementation and functionality of the software and associated systems. In general, unless something better can replace this system we intend on continuing. We think the ease of systems implementation and integration adds value and substantiates the use and excellent functionality of the product and associated services.
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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.
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Google
Generally intuitive and easy to learn. I would like more guides but the learning curve is rather quick and makes the software rather an easy study for the average user. Generally, the support and functionality of the software make for a generally good outcome and easy implementation of the software and user experience.
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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.
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Google
No answers on this topic
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.
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Google
Only IBM Watson Assistant has been the one we have used in the company, in fact, it was the first to use it because currently in the market there are not many options to use, and if there are they are not receiving enough publicity, so we have limited ourselves to google cloud contact center AI.
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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.
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Google
No answers on this topic
Professional Services
Cisco
Scripting not supported
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Google
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
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Google
  • Reduced the number of minutes spent by live agents on trivial queries.
  • Our client saved thousands of dollars by using the AI contact center as now the agents spend most of their time solving real issues.
  • Customer satisfaction got increased exponentially.
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ScreenShots