Cisco Unified Contact Center vs Microsoft Dynamics 365 - Gamification | TrustRadius

What users are saying about

Score 7.4 out of 10

Based on 71 reviews and ratings

Score 6.2 out of 10

Based on 4 reviews and ratings

Feature Rating Comparison

Cisco Unified Contact Center

Microsoft Dynamics 365 - Gamification

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Cisco Unified Contact Center

Microsoft Dynamics 365 - Gamification

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Cisco Unified Contact Center

Microsoft Dynamics 365 - Gamification

Sales contest templates

Custom sales contests

Team competitions

Contest flexibility

Sales rep view

Game notifications & updates

Social competition / Game collaboration

Sales performance reporting

TV streaming

Pros

Provides a great cradle-to-grave reporting capability of a customer journey through the Customer Contact Center.
Integrations with numerous third-party vendors providing the end-user several choices in vendors offering similar offerings.
The User community is vast, yet tight knit and collaborative spirited.
Documentation set is vast
Reliable once installed correctly and patched regularly.

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Services Team Lead - Technical Services

NTT Ltd.Information Technology and Services, 10,001+ employees

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Easy to setup
Easy for people to view the dashboard
Great KPI's out of the box

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Verified User

Former Employee in Information Technology

Consumer Electronics Company, 51-200 employees

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Cons

The Enterprise version Cisco Unified Contact Center has a lot of sunk cost involved and harder to support due to the expertise involved.
Licensing and ongoing support is also a huge undertaking. Licensing is hard to understand for Cisco in general. When you have created a certification for understanding Cisco Licensing maybe that is a hint to simplify your licensing instead.
The Express Unified Contact Center version is getting outdated and has capacity limitations. The Enterprise version is a huge undertaking to implement and get approved cost wise.

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Verified User

Engineer in Information Technology

Government Administration Company, 501-1000 employees

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

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Verified User

Former Employee in Information Technology

Consumer Electronics Company, 51-200 employees

View all 1 answers on this topic

Likelihood to Renew

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.

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Verified User

Technician in Information Technology

Insurance Company, 201-500 employees

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No score

No answers yet

No answers on this topic

Usability

Cisco Unified Contact Center 7.3

Based on 1 answer

Once set up and working it is a solid platform but it does take quite a bit of up front effort from a team of knowledgeable technical staff. The script editor and management tools are pretty intuitive and the Web Reskilling tool allows agents to be re-skilled on the fly so that is useful. The MIS tool is okay, but if you really want a good MI presentation layer then you need to invest in an add-on.

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Verified User

Professional in Information Technology

Telecommunications Company, 10,001+ employees

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Microsoft Dynamics 365 - Gamification 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.

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Verified User

Former Employee in Information Technology

Consumer Electronics Company, 51-200 employees

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Support Rating

Cisco Unified Contact Center 7.8

Based on 11 answers

For call centers that don't mind a little manual work and do not want integration to other products, this solution is great! Lots of data is available and the management of call center agents is easily done with the Cisco Unified Contact Center application.

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Verified User

Director in Customer Service

Retail Company, 10,001+ employees

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Microsoft Dynamics 365 - Gamification 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.

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Verified User

Former Employee in Information Technology

Consumer Electronics Company, 51-200 employees

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Alternatives Considered

Unified Contact Center proved itself best with end user requirement and also best for integration perspective where we can easily mitigate complex call flow requirements.Technically it is best to understand if our terminology is clear or protocol level knowledge is perfect.Also, if we aim to integrate third party vendors for call recording, call quality management, display, historical reporting it is the best one.

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Verified User

Engineer in Customer Service

Telecommunications Company, 5001-10,000 employees

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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.

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Verified User

Former Employee in Information Technology

Consumer Electronics Company, 51-200 employees

View all 1 answers on this topic

Return on Investment

I consider that the quality of service and functions are necessary for those who need an agent service.
The reporting and analysis of calls with customers help improve the satisfaction of the help provided.
Customers are satisfied with all the tools. The platform is complete.

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Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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It helped us close more cases.

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Verified User

Former Employee in Information Technology

Consumer Electronics Company, 51-200 employees

View all 1 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

Cisco Unified Contact Center

Microsoft Dynamics 365 - Gamification

Cisco Unified Contact Center

Microsoft Dynamics 365 - Gamification

Cisco Unified Contact Center

Microsoft Dynamics 365 - Gamification

Cisco Unified Contact Center

Microsoft Dynamics 365 - Gamification

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