71 Ratings
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Score 7.4 out of 100
Top Rated
626 Ratings
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Score 7.8 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

Microsoft Dynamics 365

All told, if it hadn't been for the fact that we were testing it with both employees who knew CRM lingo and those who were new, we wouldn't have found such an issue. The program itself can be very useful for people who already manage CRMs, who know how to use them, who know how to run and manage employees on them, namely because of the "one-stop-shop" concept in data visibility. When it came down to it though, if you have high-turnover, then this product will devolve into only being used for it's base components. Down the middle, we found that the people who'd been in marketing for 4-5 years fell into the product easily because of the way it was written. Everyone before that, with novice experience, thought it was written like a textbook for a graduate class - little to no leeway if you don't happen to know one specific term
Patrick Stephens | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Unified Contact Center
7.2
Microsoft Dynamics 365
Agent dashboard
Cisco Unified Contact Center
7.2
Microsoft Dynamics 365
Validate callers
Cisco Unified Contact Center
7.6
Microsoft Dynamics 365
Outbound response
Cisco Unified Contact Center
7.0
Microsoft Dynamics 365
Call forwarding
Cisco Unified Contact Center
7.4
Microsoft Dynamics 365
Click-to-call (CTC)
Cisco Unified Contact Center
7.5
Microsoft Dynamics 365
Warm transfer
Cisco Unified Contact Center
7.5
Microsoft Dynamics 365
Predictive dialing
Cisco Unified Contact Center
6.4
Microsoft Dynamics 365
Interactive voice response
Cisco Unified Contact Center
7.7
Microsoft Dynamics 365
REST APIs
Cisco Unified Contact Center
7.2
Microsoft Dynamics 365
Call scripts
Cisco Unified Contact Center
6.7
Microsoft Dynamics 365
Call tracking
Cisco Unified Contact Center
8.0
Microsoft Dynamics 365
Multichannel integration
Cisco Unified Contact Center
6.6
Microsoft Dynamics 365
CRM software integration
Cisco Unified Contact Center
6.6
Microsoft Dynamics 365

Workforce Optimization (WFO)

Cisco Unified Contact Center
7.1
Microsoft Dynamics 365
Inbound call routing
Cisco Unified Contact Center
8.0
Microsoft Dynamics 365
Omnichannel inbound routing
Cisco Unified Contact Center
7.1
Microsoft Dynamics 365
Recording
Cisco Unified Contact Center
6.8
Microsoft Dynamics 365
Quality management
Cisco Unified Contact Center
6.9
Microsoft Dynamics 365
Call analytics
Cisco Unified Contact Center
7.2
Microsoft Dynamics 365
Historical reporting
Cisco Unified Contact Center
7.7
Microsoft Dynamics 365
Live reporting
Cisco Unified Contact Center
7.1
Microsoft Dynamics 365
Customer surveys
Cisco Unified Contact Center
6.4
Microsoft Dynamics 365
Customer interaction analytics
Cisco Unified Contact Center
6.7
Microsoft Dynamics 365

Sales Force Automation

Cisco Unified Contact Center
Microsoft Dynamics 365
8.0
Customer data management / contact management
Cisco Unified Contact Center
Microsoft Dynamics 365
8.5
Workflow management
Cisco Unified Contact Center
Microsoft Dynamics 365
7.9
Territory management
Cisco Unified Contact Center
Microsoft Dynamics 365
7.8
Opportunity management
Cisco Unified Contact Center
Microsoft Dynamics 365
8.5
Integration with email client (e.g., Outlook or Gmail)
Cisco Unified Contact Center
Microsoft Dynamics 365
8.2
Contract management
Cisco Unified Contact Center
Microsoft Dynamics 365
7.5
Quote & order management
Cisco Unified Contact Center
Microsoft Dynamics 365
7.7
Interaction tracking
Cisco Unified Contact Center
Microsoft Dynamics 365
8.0
Channel / partner relationship management
Cisco Unified Contact Center
Microsoft Dynamics 365
8.0

Customer Service & Support

Cisco Unified Contact Center
Microsoft Dynamics 365
8.3
Case management
Cisco Unified Contact Center
Microsoft Dynamics 365
8.6
Call center management
Cisco Unified Contact Center
Microsoft Dynamics 365
8.0
Help desk management
Cisco Unified Contact Center
Microsoft Dynamics 365
8.3

Marketing Automation

Cisco Unified Contact Center
Microsoft Dynamics 365
7.9
Lead management
Cisco Unified Contact Center
Microsoft Dynamics 365
8.2
Email marketing
Cisco Unified Contact Center
Microsoft Dynamics 365
7.6

CRM Project Management

Cisco Unified Contact Center
Microsoft Dynamics 365
8.1
Task management
Cisco Unified Contact Center
Microsoft Dynamics 365
8.3
Billing and invoicing management
Cisco Unified Contact Center
Microsoft Dynamics 365
8.2
Reporting
Cisco Unified Contact Center
Microsoft Dynamics 365
7.8

CRM Reporting & Analytics

Cisco Unified Contact Center
Microsoft Dynamics 365
8.1
Forecasting
Cisco Unified Contact Center
Microsoft Dynamics 365
8.0
Pipeline visualization
Cisco Unified Contact Center
Microsoft Dynamics 365
8.5
Customizable reports
Cisco Unified Contact Center
Microsoft Dynamics 365
7.8

Customization

Cisco Unified Contact Center
Microsoft Dynamics 365
7.9
Custom fields
Cisco Unified Contact Center
Microsoft Dynamics 365
8.3
Custom objects
Cisco Unified Contact Center
Microsoft Dynamics 365
7.8
Scripting environment
Cisco Unified Contact Center
Microsoft Dynamics 365
7.7
API for custom integration
Cisco Unified Contact Center
Microsoft Dynamics 365
7.7

Security

Cisco Unified Contact Center
Microsoft Dynamics 365
8.9
Single sign-on capability
Cisco Unified Contact Center
Microsoft Dynamics 365
9.0
Role-based user permissions
Cisco Unified Contact Center
Microsoft Dynamics 365
8.9

Social CRM

Cisco Unified Contact Center
Microsoft Dynamics 365
7.6
Social data
Cisco Unified Contact Center
Microsoft Dynamics 365
7.4
Social engagement
Cisco Unified Contact Center
Microsoft Dynamics 365
7.8

Integrations with 3rd-party Software

Cisco Unified Contact Center
Microsoft Dynamics 365
8.0
Marketing automation
Cisco Unified Contact Center
Microsoft Dynamics 365
8.1
Compensation management
Cisco Unified Contact Center
Microsoft Dynamics 365
7.9

Platform

Cisco Unified Contact Center
Microsoft Dynamics 365
6.8
Mobile access
Cisco Unified Contact Center
Microsoft Dynamics 365
6.8

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

Microsoft Dynamics 365

  • Some useful out-of-the-box features, like mass uploads of Leads from trade shows or when qualifying a Lead, CRM automatically creates the Opportunity, Contact, and Account for you, etc.
  • Really powerful customizations through the user interface to improve user experience. Things like Business Rules, for example, if Field A = 1, then Field B = 2 and Field C = 2, if Field A = 2, then Field B and Field C don't apply, so automatically hide them.
  • Or other functionality that improves user experience, like Business Process Flows. These walk users step by step through our business process, helping them know when certain actions should take place, and at what point other data is now required. We've used this extensively with our Lead to Opportunity to Quote to Order process, helping users understand the business process each step of the way.
  • Customizations built on top of the platform now called model-driven PowerApps. You can have connections to "typical" data, like Accounts, Contacts, or Opportunities, for example, but then connect that data to custom entities, records that only apply to your specific business. This is all done through the user interface and allows you to customize and automate specific line-of-business applications for your specific needs.
  • Behind the scenes, D365 CE is built on SQL. So the data conforms to industry standards and makes it much easier to interact with. Your developers and IT team will thank you.
Anonymous | 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

Microsoft Dynamics 365

  • Microsoft Dynamics 365 storage & license cost can prohibit some large deployments or even cost-sensitive small projects from using the platform (although I'm certain most deployments would realize a positive ROI if implemented correctly with process automation).
  • The cost and licensing document for Dynamics 365 is 61 pages and will take a rocket scientist to understand it. It's better to just have your Microsoft help estimate the cost if they are willing to help you that.
  • The documentation on how to first fully understand the Out of the Box default solution and settings is lacking or even non-existing. This has the potential to derail Dynamic 365 launches and implementations from the gitgo. Want to use an out of the box entity?.. well it's probably related to 5 other entities that require configuration and full understanding of it to successful implement. And you ask where is the laymen guide or instructions?... User groups and forums. In Summary, Microsoft can up its game in deployment training and supporting documentation.
  • Microsoft needs to incentivize more external platforms to build app connectors for easy integration, such as ZenDesk, Slack, Tableau, etc. Even the current connector apps such as Salesforce, MailChimp, Docusign are useless or don't work at all.
  • Several limitations inhibit successful Dynamics 365 deployments such as: limited number of Rollup field calculations (summarizing fields on child/related records), limited number rows that can exported to Excel via advanced find, Dynamics 365 files, log and database storage size limit is extremely small and will always require purchasing additional storage (for Online deployments).
  • New user buy-in or acceptance or system platform changes can be difficult if a solid change management plan isn't enacted.
  • Don't expect much help from Microsoft on implementation or solutions unless it's a technical flaw with the platform. Microsoft relies on their MVP partner network to consult for implementations at a hefty cost. Hiring a knowledgeable and savvy Dynamics 365 System Administrator can reduce the need for consultant support; of course, this is dependant upon many many variables.
Justin Pink | 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

Microsoft Dynamics 365

Microsoft Dynamics 365 7.9
Based on 19 answers
CRM has allowed us to keep all of our data in one place that is easy for all users within the company to view. I came into the company after they had been using CRM for about 4 years. They have all said that since we have used this it has helped us control work processes better, it has allowed us to be able to track things so much better, and has been something that has helped unite many processes that used to be all over the place.We are currently using CRM 4.0 and are planning on upgrading in the next 18 months to the 2011 version. Support for 4.0 is almost all but dried up. Understandably so. Some of the customization we have done, and a plugins we use, are now contained within the 2011 version so we are looking forward to that upgrade.We use an email marketing company as well, and they primarily support the 2011 version, but their product connects and is integrated within CRM. This is a great benefit as well so that all of our marketing information can be contained in one location.
Chris Jensen | 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

Microsoft Dynamics 365

Microsoft Dynamics 365 8.4
Based on 11 answers
As told before in the review, Microsoft Dynamics 365 is a one-stop solution for the overall business, it involves all departments in the organization, and makes business functionalities smooth by timely follow-ups, customer retention, customer engagements, and helps in maintaining a good relationship between customers and the businesses.
Vijayalakshmi G K | 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

Microsoft Dynamics 365

Microsoft Dynamics 365 9.0
Based on 4 answers
Our partner, Ledgeview Partners has been FANTASTIC to work with. They are always timely in their response and have taken time to understand our business and our specific needs. We've made a lot of advanced customizations and they have been a great help in making those updates.
Todd Jankowski | TrustRadius Reviewer

Implementation Rating

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Microsoft Dynamics 365

Microsoft Dynamics 365 9.2
Based on 4 answers
We used a data warehouse to house our data, and our IT team and implementation vendor worked diligently ahead of time to construct idea implementation plans. Out of millions of records- we had less than a dozen errors, which is remarkable. My major insight is simply having a group of completely devoted individuals working towards your goal who fully understand the desired outcome. Focused resources for implementation season are critical to success.
Sara Tsoodle | 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

Microsoft Dynamics 365

Salesforce has more desirable functions than Microsoft Dynamics 365, at a competitive price. Its user interface is far more superior, it has more customization, easier customization, and out of the box it is more pleasing to the eye and to the end user. If the client doesn't have a deep-rooted connection with Microsoft I wouldn't leap to Dynamics 365.
Alexander Cooper | 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

Microsoft Dynamics 365

  • It is hard to say, the reason why we are using Microsoft Dynamics CRM is because it is provided to us for free.
  • It could be worthwhile to investigate whether an alternative CRM (even though paid) can be used to boost the ROI
Anonymous | TrustRadius Reviewer

Pricing Details

Cisco Unified Contact Center

General

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

Microsoft Dynamics 365

General

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

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
6.6
Microsoft Dynamics 365
8.2

Likelihood to Renew

Cisco Unified Contact Center
9.1
Microsoft Dynamics 365
7.9

Usability

Cisco Unified Contact Center
7.3
Microsoft Dynamics 365
8.4

Support Rating

Cisco Unified Contact Center
7.8
Microsoft Dynamics 365
9.0

Online Training

Cisco Unified Contact Center
Microsoft Dynamics 365
7.5

Implementation Rating

Cisco Unified Contact Center
Microsoft Dynamics 365
9.2

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