<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#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
753 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

Microsoft Dynamics 365

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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

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

    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

    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

    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

    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

    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

    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

    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

    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

    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

    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

    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

    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.
    Gustavo Alves | 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

    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.
    Anonymous | 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

    • 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.
    James Riley | 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

    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.
    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 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.
    Pratham Radadiya | TrustRadius Reviewer

    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.
    Miguel Revelles | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Microsoft 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.
    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 9.5
    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.
    Sara Tsoodle | TrustRadius Reviewer

    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.
    Alyson Sherlock | 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

    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.
    Anonymous | TrustRadius Reviewer

    Microsoft 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.
    Mst Rahima Khatun | TrustRadius Reviewer

    Professional Services

    Cisco Unified Contact Center

    Cisco Unified Contact Center 8.0
    Based on 1 answer
    Scripting not supported
    Anonymous | TrustRadius Reviewer

    Microsoft 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.
    Mst Rahima Khatun | TrustRadius Reviewer

    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.
    Mostafa Awad | 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

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