What users are saying about
Cisco Unified Contact Center
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Top Rated
110 Ratings
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Based on 110 reviews and ratings
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
Based on 4 reviews and ratings
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
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
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
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.
Técnico de Prevenção a Fraude
FISDesign, 1001-5000 employees
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.

Verified User
Former Employee in Information Technology
Consumer Electronics Company, 51-200 employeesPros
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 - Gamification (FantasySalesTeam), deprecated
- Easy to setup
- Easy for people to view the dashboard
- Great KPI's out of the box

Verified User
Former Employee in Information Technology
Consumer Electronics 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 - 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

Verified User
Former Employee in Information Technology
Consumer Electronics Company, 51-200 employeesPricing 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.

Verified User
Technician in Information Technology
Insurance Company, 201-500 employeesMicrosoft 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.
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 - 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.

Verified User
Former Employee in Information Technology
Consumer Electronics Company, 51-200 employeesSupport 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 - 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.

Verified User
Former Employee in Information Technology
Consumer Electronics Company, 51-200 employeesAlternatives 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 - 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.

Verified User
Former Employee in Information Technology
Consumer Electronics Company, 51-200 employeesContract 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 - 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

Verified User
Consultant in Engineering
Information Technology & Services Company, 10,001+ employeesMicrosoft 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.
Senior Genesys System Engineer
IST NetworksInformation Technology & Services, 201-500 employees
Microsoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated
- It helped us close more cases.

Verified User
Former Employee in Information Technology
Consumer Electronics Company, 51-200 employees