What users are saying about
Top Rated
116 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100
136 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.8 out of 100

Feature Set Ratings

    Contact Center Software

    8.5

    Cisco Unified Contact Center

    85%

    LiveAgent

    Feature Set Not Supported
    N/A
    Cisco Unified Contact Center ranks higher in 13/13 features

    Agent dashboard

    8.6
    86%
    35 Ratings
    N/A
    0 Ratings

    Validate callers

    8.7
    87%
    31 Ratings
    N/A
    0 Ratings

    Outbound response

    8.3
    83%
    31 Ratings
    N/A
    0 Ratings

    Call forwarding

    8.7
    87%
    33 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    8.6
    86%
    26 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.8
    88%
    30 Ratings
    N/A
    0 Ratings

    Predictive dialing

    8.5
    85%
    22 Ratings
    N/A
    0 Ratings

    Interactive voice response

    8.7
    87%
    29 Ratings
    N/A
    0 Ratings

    REST APIs

    8.5
    85%
    25 Ratings
    N/A
    0 Ratings

    Call scripts

    8.5
    85%
    30 Ratings
    N/A
    0 Ratings

    Call tracking

    8.4
    84%
    33 Ratings
    N/A
    0 Ratings

    Multichannel integration

    8.5
    85%
    25 Ratings
    N/A
    0 Ratings

    CRM software integration

    7.8
    78%
    25 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.6

    Cisco Unified Contact Center

    86%

    LiveAgent

    Feature Set Not Supported
    N/A
    Cisco Unified Contact Center ranks higher in 9/9 features

    Inbound call routing

    9.0
    90%
    33 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    8.6
    86%
    25 Ratings
    N/A
    0 Ratings

    Recording

    8.8
    88%
    32 Ratings
    N/A
    0 Ratings

    Quality management

    8.7
    87%
    31 Ratings
    N/A
    0 Ratings

    Call analytics

    8.5
    85%
    32 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.3
    83%
    34 Ratings
    N/A
    0 Ratings

    Live reporting

    8.4
    84%
    34 Ratings
    N/A
    0 Ratings

    Customer surveys

    8.4
    84%
    25 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    8.8
    88%
    27 Ratings
    N/A
    0 Ratings

    Incident and problem management

    Cisco Unified Contact Center

    Feature Set Not Supported
    N/A
    8.6

    LiveAgent

    86%
    LiveAgent ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    8.6
    86%
    53 Ratings

    Expert directory

    N/A
    0 Ratings
    8.3
    83%
    45 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    8.3
    83%
    42 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.8
    78%
    38 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    9.3
    93%
    55 Ratings

    Ticket response

    N/A
    0 Ratings
    9.3
    93%
    56 Ratings

    Self Help Community

    Cisco Unified Contact Center

    Feature Set Not Supported
    N/A
    8.8

    LiveAgent

    88%
    LiveAgent ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    8.6
    86%
    47 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    9.0
    90%
    45 Ratings

    Multi-Channel Help

    Cisco Unified Contact Center

    Feature Set Not Supported
    N/A
    8.4

    LiveAgent

    84%
    LiveAgent ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    8.6
    86%
    51 Ratings

    IVR

    N/A
    0 Ratings
    7.9
    79%
    27 Ratings

    Social integration

    N/A
    0 Ratings
    8.2
    82%
    49 Ratings

    Email support

    N/A
    0 Ratings
    9.4
    94%
    51 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    7.8
    78%
    44 Ratings

    Attribute Ratings

    • Cisco Unified Contact Center is rated higher in 1 area: Usability
    • LiveAgent is rated higher in 3 areas: Likelihood to Recommend, Likelihood to Renew, Support Rating

    Likelihood to Recommend

    8.0

    Cisco Unified Contact Center

    80%
    43 Ratings
    9.3

    LiveAgent

    93%
    114 Ratings

    Likelihood to Renew

    9.1

    Cisco Unified Contact Center

    91%
    5 Ratings
    9.3

    LiveAgent

    93%
    4 Ratings

    Usability

    8.3

    Cisco Unified Contact Center

    83%
    7 Ratings
    8.0

    LiveAgent

    80%
    4 Ratings

    Support Rating

    7.5

    Cisco Unified Contact Center

    75%
    18 Ratings
    9.3

    LiveAgent

    93%
    27 Ratings

    Implementation Rating

    Cisco Unified Contact Center

    N/A
    0 Ratings
    9.1

    LiveAgent

    91%
    6 Ratings

    Contract Terms and Pricing Model

    8.0

    Cisco Unified Contact Center

    80%
    2 Ratings

    LiveAgent

    N/A
    0 Ratings

    Professional Services

    8.0

    Cisco Unified Contact Center

    80%
    1 Rating

    LiveAgent

    N/A
    0 Ratings

    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.
    Read full review

    QualityUnit, LLC

    LiveAgent is great for companies that want to help customers with their issues. It is also great for getting sales for our company. During our chats, if a customer is interested, we like to ask for the sale. It is too easy for the customers to say no. So it is nice that with LiveAgent, they have an automatic process where the customer can enter their item and address information and it is easy for our agents to get the sale.
    Read full review

    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.
    Read full review

    QualityUnit, LLC

    • 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.
    Read full review

    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.
    Read full review

    QualityUnit, LLC

    • 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.
    Read full review

    Pricing Details

    Cisco Unified Contact Center

    Starting Price

    Editions & Modules

    Cisco Unified Contact Center editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Must contact sales team for pricing.

      Pricing Info

      LiveAgent

      Starting Price

      $15 per month

      Editions & Modules

      LiveAgent editions and modules pricing
      EditionModules
      Downloadable licence11,9501
      Ticket152
      Ticket+Chat293
      All-inclusive494

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Likelihood to Renew

      Cisco

      if it is up to me I would maintain its use. I was not able to make those decisions previously.
      Read full review

      QualityUnit, LLC

      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.
      Read full review

      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.
      Read full review

      QualityUnit, LLC

      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.
      Read full review

      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.
      Read full review

      QualityUnit, LLC

      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.
      Read full review

      Implementation Rating

      Cisco

      No answers on this topic

      QualityUnit, LLC

      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.
      Read full review

      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.
      Read full review

      QualityUnit, LLC

      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!
      Read full review

      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.
      Read full review

      QualityUnit, LLC

      No answers on this topic

      Professional Services

      Cisco

      Scripting not supported
      Read full review

      QualityUnit, LLC

      No answers on this topic

      Return on Investment

      Cisco

      • 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.
      Read full review

      QualityUnit, LLC

      • 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.
      Read full review

      Screenshots

      Add comparison