What users are saying about
Top Rated
82 Ratings
72 Ratings
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Score 7.4 out of 100
Top Rated
82 Ratings
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Score 8.1 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

Grasshopper

Grasshopper is well suited for basic needs of texting in and out as well as calling out if you would like to avoid using your personal line. It also eliminates the need to have a dedicated land land in your office or business. You can obtain a vanity number and forward calls through grasshopper.
Reyes Julliana | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

Cloud PBX

Cisco Unified Contact Center
Grasshopper
9.4
Hosted PBX
Cisco Unified Contact Center
Grasshopper
9.4
Multi-level Interactive Voice Response (IVR)
Cisco Unified Contact Center
Grasshopper
9.3
User templates
Cisco Unified Contact Center
Grasshopper
9.6
Call reports
Cisco Unified Contact Center
Grasshopper
9.3
Directory of employee names
Cisco Unified Contact Center
Grasshopper
9.3

Call Management

Cisco Unified Contact Center
Grasshopper
9.2
Answering rules
Cisco Unified Contact Center
Grasshopper
9.2
Call recording
Cisco Unified Contact Center
Grasshopper
8.6
Call park
Cisco Unified Contact Center
Grasshopper
9.1
Call screening
Cisco Unified Contact Center
Grasshopper
9.6
Message alerts
Cisco Unified Contact Center
Grasshopper
9.3

VoIP system collaboration

Cisco Unified Contact Center
Grasshopper
8.0
Video conferencing
Cisco Unified Contact Center
Grasshopper
7.9
Audio conferencing
Cisco Unified Contact Center
Grasshopper
7.7
Video screen sharing
Cisco Unified Contact Center
Grasshopper
8.2
Instant messaging
Cisco Unified Contact Center
Grasshopper
8.3

Mobile apps

Cisco Unified Contact Center
Grasshopper
8.9
Mobile app for iOS
Cisco Unified Contact Center
Grasshopper
9.0
Mobile app for Android
Cisco Unified Contact Center
Grasshopper
8.9

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

Grasshopper

  • I like that there are differing voicemails for each extension, to keep up with the image of calling a separate line.
  • I love the voicemail text emails. I believe we pay a little extra, but worth every penny for those urgent calls while I am in a meeting.
  • The cost is very reasonable for the value added to our company.
David Renberg | 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

Grasshopper

  • It would be nice to have the ability to transfer some calls to another Grasshopper IVR, for those customers who mistakenly dial the wrong number (we have two incoming numbers, one for corporate and one for sales).
  • Likewise, it would be nice to have the ability to forward to a toll-free number, which would have allowed us to work around the inability to transfer between IVRs (see above).
  • Lastly, it would be great to have an 'emergency' switch setting (default off but could be toggled on) that would let us override all IVR settings and transfer all incoming calls elsewhere (either to a direct dial or toll free number) for those rare times when we cannot take any calls (such as a weather emergency OR the one time each year we take all of our staff on a retreat) - that would allow us to send all calls to a backup answering service rather than just voicemail.
Trisha Miller | 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

Grasshopper

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

Grasshopper

Grasshopper 6.0
Based on 1 answer
The admin functions are kind of confusing in the old interface which was my most recent experience on the admin side.
Matthew Gardner | 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

Grasshopper

Grasshopper 8.4
Based on 43 answers
When I was setting up my account I contacted support a couple of times. They were also very professional, personable, and helpful. Their response is prompt and thorough. I'm confident I can get any question answered as well as help with any issue I might have. That's pretty important to me.
Diane Helbig | 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

Grasshopper

I have not used any other phone services like Grasshopper. I know that there is another option out there called Ruby, which is more like a virtual receptionist but since I did not try it out I cannot compare the two. When I started my company I found the services that Grasshopper offers to be perfect. It still works for us and we have no need to change to anything else right now.
Daniel Shatzkes CEO Entrepreneur, Manufacturer, Musician | 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

Grasshopper

  • It's allowed us to keep cost down. Other phone systems can seriously get outrageous in implementation and monthly fees!
  • It's allowed our team the confidence to work in locations outside of the office and still be seen as professionals.
  • It's decreased the amount of time spent on unwanted sales calls via the call screening application.
Courtney Mudd | TrustRadius Reviewer

Pricing Details

Cisco Unified Contact Center

General

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

Cisco Unified Contact Center Editions & Modules

Additional Pricing Details

Grasshopper

General

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

Grasshopper Editions & Modules

Edition
Solo$291
Partner$491
Small Business$891
  1. per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
6.6
Grasshopper
8.1

Likelihood to Renew

Cisco Unified Contact Center
9.1
Grasshopper

Usability

Cisco Unified Contact Center
7.3
Grasshopper
6.0

Support Rating

Cisco Unified Contact Center
7.8
Grasshopper
8.4

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