What users are saying about
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108 Ratings
Top Rated
133 Ratings

Cisco Unified Contact Center

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108 Ratings
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Score 7.8 out of 100
Top Rated
133 Ratings
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Score 9.2 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

LiveAgent

I think [LiveAgent] is great from a customer service perspective, though I don't know that I would recommend it for B2B purposes. It has so many features that are fantastic as far as creating a great customer experience goes, I just think it is far more geared toward B2C than B2B.
Maddie Porter | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

Incident and problem management

Cisco Unified Contact Center
LiveAgent
9.0
Organize and prioritize service tickets
Cisco Unified Contact Center
LiveAgent
9.2
Expert directory
Cisco Unified Contact Center
LiveAgent
8.5
Subscription-based notifications
Cisco Unified Contact Center
LiveAgent
9.1
ITSM collaboration and documentation
Cisco Unified Contact Center
LiveAgent
8.2
Ticket creation and submission
Cisco Unified Contact Center
LiveAgent
9.6
Ticket response
Cisco Unified Contact Center
LiveAgent
9.5

Self Help Community

Cisco Unified Contact Center
LiveAgent
9.0
External knowledge base
Cisco Unified Contact Center
LiveAgent
8.8
Internal knowledge base
Cisco Unified Contact Center
LiveAgent
9.2

Multi-Channel Help

Cisco Unified Contact Center
LiveAgent
8.7
Customer portal
Cisco Unified Contact Center
LiveAgent
9.1
IVR
Cisco Unified Contact Center
LiveAgent
8.6
Social integration
Cisco Unified Contact Center
LiveAgent
8.4
Email support
Cisco Unified Contact Center
LiveAgent
9.5
Help Desk CRM integration
Cisco Unified Contact Center
LiveAgent
8.0

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

LiveAgent

  • Having the ability to transfer tickets or chats has proven useful when we are working with a customer who has a specific type of inquiry - perhaps a sales question or an employment request. We’ve found it helpful to have the ability to transfer the chat to the online agent best equipped to answer the inquiry so we are able to serve our customers to the highest standard and with an immediate response.
  • We find being able to add notes and labels to previous chats and tickets incredibly helpful in data collection and also in our ability to work as a dynamic team. By being able to sort our chats and tickets into an organized system that our company created, we can work cohesively to review old conversations for continuity, opportunities for growth, and with transparency between departments.
Shelby Wischan | 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

LiveAgent

  • LA doesn't provide you SMS integration.
  • You cannot divert your phone call from your local carrier to LA agent directly. You need to get a third party number which is way much costly. Also, if you get a third party number to divert your calls from a local carrier to LA, then the callers have to wait more than the usual time in order to get them connected with the Customer Support Team.
  • WhatsApp Integration also unavailable.
Hammad Bin Idrees | 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

LiveAgent

LiveAgent 9.3
Based on 4 answers
I am giving this rating as Live Agent is a very good software that is essential to any small or big business that provides customer support services. It gives you the possibility to manage any of your clients issues, answer questions and keep a good relationship with them by providing quick solutions.
Šarūnė Šaulytė | 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

LiveAgent

LiveAgent 8.0
Based on 4 answers
The initial setup, onboarding and training is easy. The system provides 2 graphic version of interfaces in black or white default colors. I would appreciate, if there were more. Some of the setup forms are not correctly resized. Overall, I'm always able to find what I am looking for in LiveAgent.
Luis McDonnell | 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

LiveAgent

LiveAgent 9.3
Based on 28 answers
The one time that I contacted the customer support at LiveAgent, they were very quick to help me out and the customer support representative walked me through every thing that I needed to know to set up what I needed. Over all, the support staff at LiveAgent were perfect.
Anonymous | TrustRadius Reviewer

Implementation Rating

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

LiveAgent

LiveAgent 9.1
Based on 6 answers
Implementation was quick and when not counting a bug on our website, it took a couple hours. It was mostly done on our end or with the assistance of LiveAgent's live chat support team. We recommend to check out LiveAgent's tutorial videos on their youtube channel or browsing their knowledge base - we've almost always found answers to our queries there.
Luis McDonnell | 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

LiveAgent

Before making the decision, we evaluated many tools, but none of them met all of our needs or the costs we could bear for them, until we found LiveAgent. The implementation process was super simple and supported by the LiveAgent support team, who are excellent!
Federico Valverde Cabrera | 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

LiveAgent

  • Less expensive than having multiple individual email accounts.
  • LiveAgent has helped decrease our errors since it's more straightforward than sharing a traditional inbox with multiple team members.
  • Sometimes the emails sent from LiveAgent end up in our customer's spam/junk folder because the auto-generated alpha-numeric ticket looks suspicious.
Alissa Burch | 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.

LiveAgent

General

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

LiveAgent Editions & Modules

On-premise Edition
Downloadable licence$11,9501
  1. 20 agents
SaaS Edition
Ticket$151
Ticket+Chat$291
All-inclusive$391
  1. per agent
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
7.3
LiveAgent
9.5

Likelihood to Renew

Cisco Unified Contact Center
9.1
LiveAgent
9.3

Usability

Cisco Unified Contact Center
7.3
LiveAgent
8.0

Support Rating

Cisco Unified Contact Center
7.7
LiveAgent
9.3

Implementation Rating

Cisco Unified Contact Center
LiveAgent
9.1

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