<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
4 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 5.5 out of 100

Feature Set Ratings

    Contact Center Software

    8.4

    Cisco Unified Contact Center

    84%

    Microsoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated

    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 - Gamification (FantasySalesTeam), deprecated

    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 Gamification

    Cisco Unified Contact Center

    Feature Set Not Supported
    N/A
    7.2

    Microsoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated

    72%
    Microsoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated ranks higher in 9/9 features

    Sales contest templates

    N/A
    0 Ratings
    5.0
    50%
    1 Rating

    Custom sales contests

    N/A
    0 Ratings
    7.0
    70%
    1 Rating

    Team competitions

    N/A
    0 Ratings
    8.0
    80%
    1 Rating

    Contest flexibility

    N/A
    0 Ratings
    7.0
    70%
    1 Rating

    Sales rep view

    N/A
    0 Ratings
    7.0
    70%
    1 Rating

    Game notifications & updates

    N/A
    0 Ratings
    8.0
    80%
    1 Rating

    Social competition / Game collaboration

    N/A
    0 Ratings
    8.0
    80%
    1 Rating

    Sales performance reporting

    N/A
    0 Ratings
    6.0
    60%
    1 Rating

    TV streaming

    N/A
    0 Ratings
    9.0
    90%
    1 Rating

    Attribute Ratings

    • Cisco Unified Contact Center is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

    Likelihood to Recommend

    7.8

    Cisco Unified Contact Center

    78%
    43 Ratings
    6.0

    Microsoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated

    60%
    1 Rating

    Likelihood to Renew

    9.1

    Cisco Unified Contact Center

    91%
    5 Ratings

    Microsoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated

    N/A
    0 Ratings

    Usability

    8.3

    Cisco Unified Contact Center

    83%
    7 Ratings
    8.0

    Microsoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated

    80%
    1 Rating

    Support Rating

    7.5

    Cisco Unified Contact Center

    75%
    18 Ratings
    7.0

    Microsoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated

    70%
    1 Rating

    Contract Terms and Pricing Model

    8.0

    Cisco Unified Contact Center

    80%
    2 Ratings

    Microsoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated

    N/A
    0 Ratings

    Professional Services

    8.0

    Cisco Unified Contact Center

    80%
    1 Rating

    Microsoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated

    N/A
    0 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 - Gamification (FantasySalesTeam), deprecated

    This is a great way to help show people's progress to others. I also liked the way we can set up rewards for those that hit the target. It would be nice to be able to have the data into PowerBI as well since most people are moving reports and KPI's in PowerBI.
    Anonymous | 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 - Gamification (FantasySalesTeam), deprecated

    • Easy to setup
    • Easy for people to view the dashboard
    • Great KPI's out of the box
    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 - Gamification (FantasySalesTeam), deprecated

    • Sometimes the workflows did not fire correctly
    • Creating custom KPI's are harder to setup
    • Wish to have these in a PowerBI
    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

    Starting Price

    Microsoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated

    General

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

    Starting Price

    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 - Gamification (FantasySalesTeam), deprecated

    No score
    No answers yet
    No answers on this topic

    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 - Gamification (FantasySalesTeam), deprecated

    Microsoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated 8.0
    Based on 1 answer
    It was easy for end users to use the system, or be able to put in on a TV to show the reports. I did not give it a 9 or 10 as the usability for an admin. It takes a good amount of time and knowledge around where to go to to do your job.
    Anonymous | 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 - Gamification (FantasySalesTeam), deprecated

    Microsoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated 7.0
    Based on 1 answer
    I gave it a seven rating for support. The support we used was just the whitepapers and documentation that Microsoft provides. Microsoft does very well in its documentation. I think its pretty simple to install and configure the system, it's pretty basic on getting it setup.
    Anonymous | 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 - Gamification (FantasySalesTeam), deprecated

    We used MS Dynamics 365 Gamification because we did not have a Power BI team. The dashboards and animations are better than just having a dashboard. It was also nice to have the KPI's already built, where we did not have to build them to do something so simple. Liked how easy the updates were between the Dynamics system.
    Anonymous | 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 - Gamification (FantasySalesTeam), deprecated

    No score
    No answers yet
    No answers on this topic

    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 - Gamification (FantasySalesTeam), deprecated

    No score
    No answers yet
    No answers on this topic

    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 - Gamification (FantasySalesTeam), deprecated

    • It helped us close more cases.
    Anonymous | TrustRadius Reviewer

    Add comparison