Cisco Unified Contact Center vs. LiveAgent

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Unified Contact Center
Score 8.4 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
LiveAgent
Score 8.6 out of 10
Small Businesses (1-50 employees)
LiveAgent is a help desk software designed to help users bring personalization to customer interactions. LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. It offers customer segmentation, automation, built-in CRM, and an analytics package, as well as gamification features, ultimately containing are over 180+ help desk features, and 200+ integrations. The solution boasts users among companies like BMW, Yamaha,…
$9
per month
Pricing
Cisco Unified Contact CenterLiveAgent
Editions & Modules
No answers on this topic
Free
$0
per month
Small
$9
per month per seat
Medium
$29
per month per seat
Large
$49
per month per seat
Enterprise
$69
per month per seat
Downloadable licence
11,950
20 agents
Offerings
Pricing Offerings
Cisco Unified Contact CenterLiveAgent
Free Trial
NoYes
Free/Freemium Version
NoYes
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 CenterLiveAgent
Top Pros
Top Cons
Features
Cisco Unified Contact CenterLiveAgent
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Unified Contact Center
9.5
40 Ratings
13% above category average
LiveAgent
-
Ratings
Agent dashboard9.540 Ratings00 Ratings
Validate callers9.536 Ratings00 Ratings
Outbound response9.436 Ratings00 Ratings
Call forwarding9.537 Ratings00 Ratings
Click-to-call (CTC)9.630 Ratings00 Ratings
Warm transfer9.735 Ratings00 Ratings
Predictive dialing9.727 Ratings00 Ratings
Interactive voice response9.634 Ratings00 Ratings
REST APIs9.630 Ratings00 Ratings
Call scripts9.535 Ratings00 Ratings
Call tracking9.438 Ratings00 Ratings
Multichannel integration9.630 Ratings00 Ratings
CRM software integration9.430 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Cisco Unified Contact Center
9.3
41 Ratings
12% above category average
LiveAgent
-
Ratings
Inbound call routing9.738 Ratings00 Ratings
Omnichannel inbound routing9.630 Ratings00 Ratings
Recording8.835 Ratings00 Ratings
Quality management9.636 Ratings00 Ratings
Call analytics9.737 Ratings00 Ratings
Historical reporting9.539 Ratings00 Ratings
Live reporting9.639 Ratings00 Ratings
Customer surveys8.828 Ratings00 Ratings
Customer interaction analytics8.930 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
LiveAgent
7.8
59 Ratings
1% below category average
Organize and prioritize service tickets00 Ratings8.056 Ratings
Expert directory00 Ratings7.947 Ratings
Subscription-based notifications00 Ratings6.942 Ratings
ITSM collaboration and documentation00 Ratings6.738 Ratings
Ticket creation and submission00 Ratings8.558 Ratings
Ticket response00 Ratings8.659 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
LiveAgent
9.7
52 Ratings
22% above category average
External knowledge base00 Ratings9.649 Ratings
Internal knowledge base00 Ratings9.747 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
LiveAgent
8.3
58 Ratings
8% above category average
Customer portal00 Ratings9.653 Ratings
IVR00 Ratings6.728 Ratings
Social integration00 Ratings8.050 Ratings
Email support00 Ratings7.754 Ratings
Help Desk CRM integration00 Ratings9.546 Ratings
Best Alternatives
Cisco Unified Contact CenterLiveAgent
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco Unified Contact CenterLiveAgent
Likelihood to Recommend
9.4
(49 ratings)
8.2
(117 ratings)
Likelihood to Renew
9.1
(5 ratings)
9.3
(4 ratings)
Usability
8.3
(7 ratings)
8.0
(4 ratings)
Support Rating
7.5
(15 ratings)
9.3
(24 ratings)
Implementation Rating
-
(0 ratings)
9.1
(2 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 CenterLiveAgent
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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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.
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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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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.
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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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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.
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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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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.
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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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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.
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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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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.
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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.
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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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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!
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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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QualityUnit, LLC
No answers on this topic
Professional Services
Cisco
Scripting not supported
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QualityUnit, LLC
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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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.
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ScreenShots

LiveAgent Screenshots

Screenshot of Inside of TicketsScreenshot of Chat - Support ViewScreenshot of Chat - Customer ViewScreenshot of Chat - Fully Customizable