Cisco Unified Contact Center vs. Microsoft Dynamics 365

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Unified Contact Center
Score 8.6 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
Microsoft Dynamics 365
Score 7.8 out of 10
N/A
Microsoft Dynamics 365 is a CRM providing sales, marketing, and service functionality. It is offered as SaaS and on-premise. Dynamics 365 is part of the larger Dynamics suite of business intelligence and ERP products.
$44
per month
Pricing
Cisco Unified Contact CenterMicrosoft Dynamics 365
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Cisco Unified Contact CenterMicrosoft Dynamics 365
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsMust contact sales team for pricing.
More Pricing Information
Community Pulse
Cisco Unified Contact CenterMicrosoft Dynamics 365
Top Pros
Top Cons
Features
Cisco Unified Contact CenterMicrosoft Dynamics 365
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Unified Contact Center
9.6
40 Ratings
14% above category average
Microsoft Dynamics 365
-
Ratings
Agent dashboard9.640 Ratings00 Ratings
Validate callers9.636 Ratings00 Ratings
Outbound response9.536 Ratings00 Ratings
Call forwarding9.737 Ratings00 Ratings
Click-to-call (CTC)9.730 Ratings00 Ratings
Warm transfer9.735 Ratings00 Ratings
Predictive dialing9.727 Ratings00 Ratings
Interactive voice response9.734 Ratings00 Ratings
REST APIs9.730 Ratings00 Ratings
Call scripts9.635 Ratings00 Ratings
Call tracking9.538 Ratings00 Ratings
Multichannel integration9.730 Ratings00 Ratings
CRM software integration9.530 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Cisco Unified Contact Center
9.4
41 Ratings
13% above category average
Microsoft Dynamics 365
-
Ratings
Inbound call routing9.738 Ratings00 Ratings
Omnichannel inbound routing9.730 Ratings00 Ratings
Recording8.834 Ratings00 Ratings
Quality management9.735 Ratings00 Ratings
Call analytics9.836 Ratings00 Ratings
Historical reporting9.639 Ratings00 Ratings
Live reporting9.639 Ratings00 Ratings
Customer surveys8.727 Ratings00 Ratings
Customer interaction analytics8.829 Ratings00 Ratings
Sales Force Automation
Comparison of Sales Force Automation features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
Microsoft Dynamics 365
7.9
69 Ratings
3% above category average
Customer data management / contact management00 Ratings8.868 Ratings
Workflow management00 Ratings7.266 Ratings
Territory management00 Ratings8.150 Ratings
Opportunity management00 Ratings8.362 Ratings
Integration with email client (e.g., Outlook or Gmail)00 Ratings7.565 Ratings
Contract management00 Ratings8.351 Ratings
Quote & order management00 Ratings8.347 Ratings
Interaction tracking00 Ratings7.159 Ratings
Channel / partner relationship management00 Ratings7.450 Ratings
Customer Service & Support
Comparison of Customer Service & Support features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
Microsoft Dynamics 365
7.0
54 Ratings
7% below category average
Case management00 Ratings7.950 Ratings
Call center management00 Ratings8.044 Ratings
Help desk management00 Ratings4.948 Ratings
Marketing Automation
Comparison of Marketing Automation features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
Microsoft Dynamics 365
7.7
66 Ratings
2% above category average
Lead management00 Ratings8.360 Ratings
Email marketing00 Ratings7.261 Ratings
CRM Project Management
Comparison of CRM Project Management features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
Microsoft Dynamics 365
7.7
63 Ratings
2% above category average
Task management00 Ratings7.358 Ratings
Billing and invoicing management00 Ratings7.443 Ratings
Reporting00 Ratings8.352 Ratings
CRM Reporting & Analytics
Comparison of CRM Reporting & Analytics features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
Microsoft Dynamics 365
8.8
64 Ratings
15% above category average
Forecasting00 Ratings9.154 Ratings
Pipeline visualization00 Ratings9.160 Ratings
Customizable reports00 Ratings8.363 Ratings
Customization
Comparison of Customization features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
Microsoft Dynamics 365
7.8
66 Ratings
3% above category average
Custom fields00 Ratings8.265 Ratings
Custom objects00 Ratings8.060 Ratings
Scripting environment00 Ratings8.247 Ratings
API for custom integration00 Ratings6.651 Ratings
Security
Comparison of Security features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
Microsoft Dynamics 365
7.8
61 Ratings
7% below category average
Single sign-on capability00 Ratings8.355 Ratings
Role-based user permissions00 Ratings7.456 Ratings
Social CRM
Comparison of Social CRM features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
Microsoft Dynamics 365
7.8
36 Ratings
7% above category average
Social data00 Ratings8.335 Ratings
Social engagement00 Ratings7.436 Ratings
Integrations with 3rd-party Software
Comparison of Integrations with 3rd-party Software features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
Microsoft Dynamics 365
7.4
55 Ratings
3% above category average
Marketing automation00 Ratings7.455 Ratings
Compensation management00 Ratings7.428 Ratings
Platform
Comparison of Platform features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
Microsoft Dynamics 365
8.3
47 Ratings
10% above category average
Mobile access00 Ratings8.347 Ratings
Best Alternatives
Cisco Unified Contact CenterMicrosoft Dynamics 365
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Salesmate
Salesmate
Score 9.8 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Creatio
Creatio
Score 9.2 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Creatio
Creatio
Score 9.2 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco Unified Contact CenterMicrosoft Dynamics 365
Likelihood to Recommend
9.6
(49 ratings)
7.8
(88 ratings)
Likelihood to Renew
9.1
(5 ratings)
8.0
(20 ratings)
Usability
8.3
(7 ratings)
8.0
(18 ratings)
Support Rating
7.5
(16 ratings)
7.9
(11 ratings)
Online Training
-
(0 ratings)
7.5
(2 ratings)
Implementation Rating
-
(0 ratings)
9.2
(4 ratings)
Contract Terms and Pricing Model
8.0
(2 ratings)
3.9
(3 ratings)
Professional Services
8.0
(1 ratings)
9.0
(1 ratings)
User Testimonials
Cisco Unified Contact CenterMicrosoft Dynamics 365
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
Microsoft
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
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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.
Read full review
Microsoft
  • 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.
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
Microsoft
  • 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.
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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.
Read full review
Microsoft
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.
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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.
Read full review
Microsoft
My review can help others to choose the correct CRM like Microsoft Dynamics 365 CRM. I see lots of great things in Microsoft Dynamics 365 that make your business easy and smooth also MS allows users to customize the software according to their needs. So Thought I should share my experience with others.
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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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Microsoft
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.
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Implementation Rating
Cisco
No answers on this topic
Microsoft
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.
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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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Microsoft
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.
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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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Microsoft
On our purchase, I'd been interrogated about our usage. Our needs are met by Microsoft Dynamics 365, which is simple to use. With so much data and information available, we must ensure that it is presented correctly to managers. Due to a lack of use, we don't have to spend as much money on Salesforce.
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Professional Services
Cisco
Scripting not supported
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Microsoft
My company's preferred program right now is Microsoft Dynamics 365. We use it to keep track of customers and important sales metrics in a streamlined manner. Anyone familiar with CRMs will find the tool extremely useful. Considering that we have a good turnover, this product will be used for its basic segments. As a result, there are few chances of error with Microsoft dynamics because it is so easy to use. Many options for recording data on these leads are available. It meets our needs and pays off.
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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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Microsoft
  • 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
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