What users are saying about
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108 Ratings

Cisco Unified Contact Center

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108 Ratings
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Score 7.8 out of 100
5 Ratings
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Score 9.6 out of 100

Likelihood to Recommend

Cisco Unified Contact Center

In order to understand historical data, trends, and anticipated volume I need to manually piece together information from several different reports. [With Cisco Unified Contact Center it] is difficult for me to understand why calls were not handled (ie. agent availability, staffing, internal errors, complications, simply low volume, etc.) Reporting and statistics is difficult to analyze. I have trouble understanding trends. I can't anticipate growth or staffing needs.
Alyson Sherlock | TrustRadius Reviewer

Lead Liaison LMA

I think Lead Liaison could work well for new companies without an existing tech stack as you can also use it as your CRM.For a more mature company, especially one with multiple existing platform, I do not think it is worth switching, as all of the features will likely seem inferior to alternative specialist tools, many of which are cheaper, better supported and better integrated
James Summers | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Unified Contact Center
8.3
Lead Liaison LMA
Agent dashboard
Cisco Unified Contact Center
8.3
Lead Liaison LMA
Validate callers
Cisco Unified Contact Center
8.8
Lead Liaison LMA
Outbound response
Cisco Unified Contact Center
8.0
Lead Liaison LMA
Call forwarding
Cisco Unified Contact Center
8.3
Lead Liaison LMA
Click-to-call (CTC)
Cisco Unified Contact Center
8.3
Lead Liaison LMA
Warm transfer
Cisco Unified Contact Center
8.4
Lead Liaison LMA
Predictive dialing
Cisco Unified Contact Center
8.1
Lead Liaison LMA
Interactive voice response
Cisco Unified Contact Center
8.3
Lead Liaison LMA
REST APIs
Cisco Unified Contact Center
8.2
Lead Liaison LMA
Call scripts
Cisco Unified Contact Center
8.5
Lead Liaison LMA
Call tracking
Cisco Unified Contact Center
8.4
Lead Liaison LMA
Multichannel integration
Cisco Unified Contact Center
8.3
Lead Liaison LMA
CRM software integration
Cisco Unified Contact Center
7.6
Lead Liaison LMA

Workforce Optimization (WFO)

Cisco Unified Contact Center
8.1
Lead Liaison LMA
Inbound call routing
Cisco Unified Contact Center
8.6
Lead Liaison LMA
Omnichannel inbound routing
Cisco Unified Contact Center
8.5
Lead Liaison LMA
Recording
Cisco Unified Contact Center
8.5
Lead Liaison LMA
Quality management
Cisco Unified Contact Center
8.0
Lead Liaison LMA
Call analytics
Cisco Unified Contact Center
7.8
Lead Liaison LMA
Historical reporting
Cisco Unified Contact Center
7.7
Lead Liaison LMA
Live reporting
Cisco Unified Contact Center
7.7
Lead Liaison LMA
Customer surveys
Cisco Unified Contact Center
7.9
Lead Liaison LMA
Customer interaction analytics
Cisco Unified Contact Center
8.3
Lead Liaison LMA

Email & Online Marketing

Cisco Unified Contact Center
Lead Liaison LMA
5.7
WYSIWYG email editor
Cisco Unified Contact Center
Lead Liaison LMA
1.0
Dynamic content
Cisco Unified Contact Center
Lead Liaison LMA
9.1
Ability to test dynamic content
Cisco Unified Contact Center
Lead Liaison LMA
9.1
Landing pages
Cisco Unified Contact Center
Lead Liaison LMA
1.0
A/B testing
Cisco Unified Contact Center
Lead Liaison LMA
8.8
Mobile optimization
Cisco Unified Contact Center
Lead Liaison LMA
9.1
Email deliverability reporting
Cisco Unified Contact Center
Lead Liaison LMA
1.8
List management
Cisco Unified Contact Center
Lead Liaison LMA
2.7
Triggered drip sequences
Cisco Unified Contact Center
Lead Liaison LMA
8.6

Lead Management

Cisco Unified Contact Center
Lead Liaison LMA
4.6
Lead nurturing
Cisco Unified Contact Center
Lead Liaison LMA
1.9
Lead scoring and grading
Cisco Unified Contact Center
Lead Liaison LMA
3.7
Data quality management
Cisco Unified Contact Center
Lead Liaison LMA
9.1
Automated sales alerts and tasks
Cisco Unified Contact Center
Lead Liaison LMA
3.6

Campaign Management

Cisco Unified Contact Center
Lead Liaison LMA
8.7
Calendaring
Cisco Unified Contact Center
Lead Liaison LMA
8.6
Event/webinar marketing
Cisco Unified Contact Center
Lead Liaison LMA
8.8

Social Media Marketing

Cisco Unified Contact Center
Lead Liaison LMA
8.8
Social sharing and campaigns
Cisco Unified Contact Center
Lead Liaison LMA
8.8
Social profile integration
Cisco Unified Contact Center
Lead Liaison LMA
8.8

Reporting & Analytics

Cisco Unified Contact Center
Lead Liaison LMA
1.2
Dashboards
Cisco Unified Contact Center
Lead Liaison LMA
1.8
Standard reports
Cisco Unified Contact Center
Lead Liaison LMA
1.0
Custom reports
Cisco Unified Contact Center
Lead Liaison LMA
1.0

Platform & Infrastructure

Cisco Unified Contact Center
Lead Liaison LMA
6.3
API
Cisco Unified Contact Center
Lead Liaison LMA
1.0
Role-based workflow & approvals
Cisco Unified Contact Center
Lead Liaison LMA
8.8
Customizability
Cisco Unified Contact Center
Lead Liaison LMA
1.0
Integration with Salesforce.com
Cisco Unified Contact Center
Lead Liaison LMA
9.1
Integration with Microsoft Dynamics CRM
Cisco Unified Contact Center
Lead Liaison LMA
9.1
Integration with SugarCRM
Cisco Unified Contact Center
Lead Liaison LMA
9.1

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

Lead Liaison LMA

  • The form customization is perfect. Very easy to use.
  • The insight we get from the form's (GPS) data is nice as we do not have to mandate fields anymore.
  • The ability to pass thru a lot of data on the back end works for our process. The internal receiver (customer service or sales reps) of the form data knows exactly what campaign the lead came from, what clinical specialty is tied to the prospect and what product is of interest. All seamlessly.
Linda Stacy | 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

Lead Liaison LMA

  • Would be nice for a note section in the contacts OR a complete CRM within
  • Honestly, at this point I could not make any "worthy" suggestions I am happy thus far!
Cindy K. Brown | 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

Lead Liaison LMA

Lead Liaison LMA 9.1
Based on 1 answer
Why move from a product that is help grown the speed on Marketing ROI? We see that the dashboards, flexibility and tracking are meeting and exceeding the business needs we had outlined. The support they provide is consistent, available and responsive. They will work with you until your issue is resolved.
Troy Rockman | TrustRadius Reviewer

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

Lead Liaison LMA

Lead Liaison LMA 8.2
Based on 1 answer
One item you did not ask, but should be in around customer support. They do a great job of working with you, training and ongoing questions. Lead Liaison is always available and easy to get answers. The dashboards are great to gain business trends. The social media management is easy and a great way to ensure content is being tracked. The ability to gain tracking code for additional tactics. Our team enjoys the easy access and useability. We work with our clients to make sure they have a tool that we can use to scale for their needs. Lead Liaison makes it easy for us to help clients understand that Marketing ROI is closer to their finger tips than ever before.
Troy Rockman | TrustRadius Reviewer

Support Rating

Cisco Unified Contact Center

Cisco Unified Contact Center 7.7
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

Lead Liaison LMA

Lead Liaison LMA 9.1
Based on 1 answer
Lead Liaison has tremendous support. I''ve never gone more than a hour or so without a response. They are quick to understand my request, review the options for solution and deliver the best option with the best outcome. Also, the good part is that I don't need support all the time because the product is so easy.
Troy Rockman | TrustRadius Reviewer

Implementation Rating

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Lead Liaison LMA

Lead Liaison LMA 9.1
Based on 1 answer
Any issue with the adoption of the product were on our end. I wish we had the band width to run faster so we can know more faster. Our team enjoys the dashboards and ease of using the product. I know our clients are appreciating the results of the information as well.
Troy Rockman | TrustRadius Reviewer

Alternatives Considered

Cisco Unified Contact Center

For customers that don't prefer the cloud solutions because they're afraid of data leak and instead prefer the on-premise solution to maintain their customers' sensitive data on their contact centers, i.e. banking sector, UCCE would win. This doesn't mean the cloud CCaaS won't maintain or secure the data, sometimes it's just a matter of governmental regulations that the organization should follow/comply with. From the business requirements complexity perspective, UCCE would also win because the ecosystem, features, and capabilities within it give you the freedom to build up the contact center within that. However, you will exert extra effort in the implementation phase to fulfill that. Otherwise, you might go for CCaaS if your requirements aren't complex with fewer third-party integrations and if you need to come up with your contact center in a short implementation time.
Mostafa Awad | TrustRadius Reviewer

Lead Liaison LMA

We were poached from a competitor where we were getting 2600% ROI. This was a bad business decision on our part. Lead Liaison promised the same level of visitor identification with many more extra features but it never stacked up. After 12 months we actually did not see a return on investment greater than the original investment. Conversely the competitor has seen a 1700% ROI just in month 1 upon returning to them. So having using Lead Forensics before and after using Lead Liaison it's clear what the variable is.
James Summers | TrustRadius Reviewer

Return on Investment

Cisco Unified Contact Center

  • It gives us an idea of how difficult and tiresome it can be to implement a program like this for 2000+ employees.
  • We have reached AHT and CSAT goals that we have never reached before.
  • In general, it has been a good idea to implement this program despite the setbacks it gave, it has been worth it.
Brandon Marmol | TrustRadius Reviewer

Lead Liaison LMA

  • Ability to create custom forms per campaign.
Linda Stacy | TrustRadius Reviewer

Screenshots

Cisco Unified Contact Center

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
Must contact sales team for pricing.

Lead Liaison LMA

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
$499

Lead Liaison LMA Editions & Modules

Edition
Visitor Tracking$2501
Sales and Marketing Automation$5002
  1. Page Views per Month
  2. # of Licensed Contacts
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
7.3
Lead Liaison LMA
1.0

Likelihood to Renew

Cisco Unified Contact Center
9.1
Lead Liaison LMA
9.1

Usability

Cisco Unified Contact Center
7.3
Lead Liaison LMA
8.2

Support Rating

Cisco Unified Contact Center
7.7
Lead Liaison LMA
9.1

Implementation Rating

Cisco Unified Contact Center
Lead Liaison LMA
9.1

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