What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
110 Ratings
Cisco Unified Contact Center
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
110 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.1 out of 100
Based on 110 reviews and ratings
Microsoft Dynamics 365
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
753 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.7 out of 100
Based on 753 reviews and ratings
Feature Set Ratings
Contact Center Software
8.4
Cisco Unified Contact Center
84%

Microsoft Dynamics 365
Feature Set Not Supported
N/A
Cisco Unified Contact Center ranks higher in 13/13 features
Cisco Unified Contact Center ranks higher in 13/13 features
Agent dashboard
8.5
85%
35 Ratings

N/A
0 Ratings
Validate callers
8.7
87%
31 Ratings

N/A
0 Ratings
Outbound response
8.2
82%
31 Ratings

N/A
0 Ratings
Call forwarding
8.5
85%
33 Ratings

N/A
0 Ratings
Click-to-call (CTC)
8.4
84%
26 Ratings

N/A
0 Ratings
Warm transfer
8.6
86%
30 Ratings

N/A
0 Ratings
Predictive dialing
8.3
83%
22 Ratings

N/A
0 Ratings
Interactive voice response
8.6
86%
29 Ratings

N/A
0 Ratings
REST APIs
8.4
84%
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
8.4
84%
25 Ratings

N/A
0 Ratings
CRM software integration
7.7
77%
25 Ratings

N/A
0 Ratings
Workforce Optimization (WFO)
8.4
Cisco Unified Contact Center
84%

Microsoft Dynamics 365
Feature Set Not Supported
N/A
Cisco Unified Contact Center ranks higher in 9/9 features
Cisco Unified Contact Center ranks higher in 9/9 features
Inbound call routing
8.9
89%
33 Ratings

N/A
0 Ratings
Omnichannel inbound routing
8.5
85%
25 Ratings

N/A
0 Ratings
Recording
8.7
87%
32 Ratings

N/A
0 Ratings
Quality management
8.5
85%
31 Ratings

N/A
0 Ratings
Call analytics
8.3
83%
32 Ratings

N/A
0 Ratings
Historical reporting
8.1
81%
34 Ratings

N/A
0 Ratings
Live reporting
8.2
82%
34 Ratings

N/A
0 Ratings
Customer surveys
8.2
82%
25 Ratings

N/A
0 Ratings
Customer interaction analytics
8.6
86%
27 Ratings

N/A
0 Ratings
Sales Force Automation
Cisco Unified Contact Center
Feature Set Not Supported
N/A

8.5
Microsoft Dynamics 365
85%
Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) ranks higher in 9/9 features
Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) ranks higher in 9/9 features
Customer data management / contact management
N/A
0 Ratings

8.1
81%
69 Ratings
Workflow management
N/A
0 Ratings

7.8
78%
67 Ratings
Territory management
N/A
0 Ratings

8.2
82%
51 Ratings
Opportunity management
N/A
0 Ratings

8.9
89%
63 Ratings
Integration with email client (e.g., Outlook or Gmail)
N/A
0 Ratings

9.3
93%
66 Ratings
Contract management
N/A
0 Ratings

8.2
82%
52 Ratings
Quote & order management
N/A
0 Ratings

8.8
88%
48 Ratings
Interaction tracking
N/A
0 Ratings

8.6
86%
61 Ratings
Channel / partner relationship management
N/A
0 Ratings

8.4
84%
51 Ratings
Customer Service & Support
Cisco Unified Contact Center
Feature Set Not Supported
N/A

7.7
Microsoft Dynamics 365
77%
Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) ranks higher in 3/3 features
Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) ranks higher in 3/3 features
Case management
N/A
0 Ratings

7.7
77%
51 Ratings
Call center management
N/A
0 Ratings

8.2
82%
45 Ratings
Help desk management
N/A
0 Ratings

7.3
73%
50 Ratings
Marketing Automation
Cisco Unified Contact Center
Feature Set Not Supported
N/A

8.0
Microsoft Dynamics 365
80%
Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) ranks higher in 2/2 features
Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) ranks higher in 2/2 features
Lead management
N/A
0 Ratings

8.7
87%
61 Ratings
Email marketing
N/A
0 Ratings

7.2
72%
62 Ratings
CRM Project Management
Cisco Unified Contact Center
Feature Set Not Supported
N/A

8.3
Microsoft Dynamics 365
83%
Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) ranks higher in 3/3 features
Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) ranks higher in 3/3 features
Task management
N/A
0 Ratings

8.4
84%
59 Ratings
Billing and invoicing management
N/A
0 Ratings

8.3
83%
44 Ratings
Reporting
N/A
0 Ratings

8.1
81%
53 Ratings
CRM Reporting & Analytics
Cisco Unified Contact Center
Feature Set Not Supported
N/A

8.4
Microsoft Dynamics 365
84%
Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) ranks higher in 3/3 features
Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) ranks higher in 3/3 features
Forecasting
N/A
0 Ratings

8.9
89%
55 Ratings
Pipeline visualization
N/A
0 Ratings

7.9
79%
61 Ratings
Customizable reports
N/A
0 Ratings

8.6
86%
64 Ratings
Customization
Cisco Unified Contact Center
Feature Set Not Supported
N/A

7.9
Microsoft Dynamics 365
79%
Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) ranks higher in 4/4 features
Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) ranks higher in 4/4 features
Custom fields
N/A
0 Ratings

8.2
82%
66 Ratings
Custom objects
N/A
0 Ratings

8.0
80%
62 Ratings
Scripting environment
N/A
0 Ratings

7.6
76%
48 Ratings
API for custom integration
N/A
0 Ratings

7.6
76%
52 Ratings
Security
Cisco Unified Contact Center
Feature Set Not Supported
N/A

8.3
Microsoft Dynamics 365
83%
Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) ranks higher in 2/2 features
Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) ranks higher in 2/2 features
Single sign-on capability
N/A
0 Ratings

8.5
85%
56 Ratings
Role-based user permissions
N/A
0 Ratings

8.1
81%
57 Ratings
Social CRM
Cisco Unified Contact Center
Feature Set Not Supported
N/A

7.9
Microsoft Dynamics 365
79%
Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) ranks higher in 2/2 features
Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) ranks higher in 2/2 features
Social data
N/A
0 Ratings

8.0
80%
36 Ratings
Social engagement
N/A
0 Ratings

7.9
79%
37 Ratings
Integrations with 3rd-party Software
Cisco Unified Contact Center
Feature Set Not Supported
N/A

8.2
Microsoft Dynamics 365
82%
Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) ranks higher in 2/2 features
Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) ranks higher in 2/2 features
Marketing automation
N/A
0 Ratings

8.4
84%
56 Ratings
Compensation management
N/A
0 Ratings

8.0
80%
29 Ratings
Platform
Cisco Unified Contact Center
Feature Set Not Supported
N/A

8.0
Microsoft Dynamics 365
80%
Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) ranks higher in 1/1 features
Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) ranks higher in 1/1 features
Mobile access
N/A
0 Ratings

8.0
80%
48 Ratings
Attribute Ratings
- Cisco Unified Contact Center is rated higher in 4 areas: Likelihood to Renew, Usability, Contract Terms and Pricing Model, Professional Services
- Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) is rated higher in 1 area: Support Rating
- Cisco Unified Contact Center and Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM) are tied in 1 area: Likelihood to Recommend
Likelihood to Recommend
7.8
Cisco Unified Contact Center
78%
43 Ratings

7.8
Microsoft Dynamics 365
78%
89 Ratings
Likelihood to Renew
9.1
Cisco Unified Contact Center
91%
5 Ratings

7.9
Microsoft Dynamics 365
79%
19 Ratings
Usability
8.3
Cisco Unified Contact Center
83%
7 Ratings

7.8
Microsoft Dynamics 365
78%
19 Ratings
Support Rating
7.5
Cisco Unified Contact Center
75%
18 Ratings

8.1
Microsoft Dynamics 365
81%
13 Ratings
Online Training
Cisco Unified Contact Center
N/A
0 Ratings

7.5
Microsoft Dynamics 365
75%
2 Ratings
Implementation Rating
Cisco Unified Contact Center
N/A
0 Ratings

9.5
Microsoft Dynamics 365
95%
8 Ratings
Contract Terms and Pricing Model
8.0
Cisco Unified Contact Center
80%
2 Ratings

5.7
Microsoft Dynamics 365
57%
4 Ratings
Professional Services
8.0
Cisco Unified Contact Center
80%
1 Rating

7.5
Microsoft Dynamics 365
75%
2 Ratings
Likelihood to Recommend
Cisco Unified Contact Center
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.
Técnico de Prevenção a Fraude
FISDesign, 1001-5000 employees
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
Director Of Communications
Freelance/ConsultationEducation Management, 51-200 employees
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.

Verified User
Professional in Information Technology
Telecommunications Company, 10,001+ employeesMicrosoft 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.

Verified User
Engineer in Information Technology
Food & Beverages Company, 51-200 employeesCons
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.
Services Team Lead - Technical Services
NTT Ltd.Information Technology and Services, 10,001+ employees
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.
Systems & Data Manager
APTIMConstruction, 10,001+ employees
Pricing Details
Cisco Unified Contact Center
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Microsoft Dynamics 365
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Starting Price
$44 per month
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.

Verified User
Technician in Information Technology
Insurance Company, 201-500 employeesMicrosoft 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.
Analyst / CRM Administrator
Partners Rx51-200 employees
Usability
Cisco Unified Contact Center
Cisco Unified Contact Center 8.3
Based on 7 answers
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.
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.
Full Stack Engineer
CensusComputer Games, 501-1000 employees
Microsoft Dynamics 365
Microsoft Dynamics 365 7.8
Based on 19 answers
Because it is a comfortable and accessible tool, which allows any new person who comes to the company to learn easily. The value for money is good, also the interface and the features it offers. When we have had an incident they have fixed it quickly, so it has become a reliable ally for our day to day.
Social Media Manager
MiguelRevelles.comMarketing and Advertising, 1-10 employees
Support Rating
Cisco Unified Contact Center
Cisco Unified Contact Center 7.5
Based on 18 answers
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.

Verified User
Engineer in Engineering
Information Technology & Services Company, 51-200 employeesMicrosoft Dynamics 365
Microsoft Dynamics 365 8.1
Based on 13 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.
Marketing Specialist
ThyssenKrupp Rotek IncorporatedMechanical or Industrial Engineering, 201-500 employees
Implementation Rating
Cisco Unified Contact Center
No score
No answers yet
No answers on this topic
Microsoft Dynamics 365
Microsoft Dynamics 365 9.5
Based on 8 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.
Marketing Director
TriNet (Accord Human Resources)Retail, 201-500 employees
Alternatives Considered
Cisco Unified Contact Center
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.
Customer Operations Manager
Berxi- Berkshire Hathaway Specialty InsuranceInsurance, 1-10 employees
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.
Applications Consultant
Fujitsu UKComputer Software, 10,001+ employees
Contract Terms and Pricing Model
Cisco Unified Contact Center
Cisco Unified Contact Center 8.0
Based on 2 answers
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.

Verified User
Consultant in Engineering
Information Technology & Services Company, 10,001+ employeesMicrosoft Dynamics 365
Microsoft Dynamics 365 5.7
Based on 4 answers
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.
Marketing Product Management
ClopsmithInformation Technology & Services, 11-50 employees
Professional Services
Cisco Unified Contact Center
Cisco Unified Contact Center 8.0
Based on 1 answer
Scripting not supported

Verified User
Consultant in Engineering
Information Technology & Services Company, 10,001+ employeesMicrosoft Dynamics 365
Microsoft Dynamics 365 7.5
Based on 2 answers
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.
Marketing Product Management
ClopsmithInformation Technology & Services, 11-50 employees
Return on Investment
Cisco Unified Contact Center
- 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.
Senior Genesys System Engineer
IST NetworksInformation Technology & Services, 201-500 employees
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

Verified User
Manager in Marketing
Information Technology and Services Company, 51-200 employees