Cisco Unified Contact Center vs. Microsoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Unified Contact Center
Score 8.6 out of 10
N/A
Cisco Unified Contact Center is a contact center platform that can support up to 24,000 agents. It supports call routing, omnichannel integrations, and a management portal for creating customer profiles, segmentation, and resource monitoring.N/A
Microsoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated
Score 5.5 out of 10
N/A
Microsoft Dynamics 365 - Gamification is the product formerly known as FantasySalesTeam, originally developed by the Austin based company of the same name, a sales gamification platform acquired by Microsoft (August, 2015). The product has been discontinued since September 2021, and is no longer functional.N/A
Pricing
Cisco Unified Contact CenterMicrosoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Cisco Unified Contact CenterMicrosoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsMust contact sales team for pricing.
More Pricing Information
Community Pulse
Cisco Unified Contact CenterMicrosoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated
Top Pros
Top Cons

No answers on this topic

Features
Cisco Unified Contact CenterMicrosoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Unified Contact Center
9.7
40 Ratings
15% above category average
Microsoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated
-
Ratings
Agent dashboard9.640 Ratings00 Ratings
Validate callers9.636 Ratings00 Ratings
Outbound response9.636 Ratings00 Ratings
Call forwarding9.737 Ratings00 Ratings
Click-to-call (CTC)9.730 Ratings00 Ratings
Warm transfer9.835 Ratings00 Ratings
Predictive dialing9.727 Ratings00 Ratings
Interactive voice response9.734 Ratings00 Ratings
REST APIs9.730 Ratings00 Ratings
Call scripts9.635 Ratings00 Ratings
Call tracking9.638 Ratings00 Ratings
Multichannel integration9.730 Ratings00 Ratings
CRM software integration9.630 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Cisco Unified Contact Center
9.4
41 Ratings
13% above category average
Microsoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated
-
Ratings
Inbound call routing9.738 Ratings00 Ratings
Omnichannel inbound routing9.730 Ratings00 Ratings
Recording8.834 Ratings00 Ratings
Quality management9.735 Ratings00 Ratings
Call analytics9.836 Ratings00 Ratings
Historical reporting9.639 Ratings00 Ratings
Live reporting9.739 Ratings00 Ratings
Customer surveys8.727 Ratings00 Ratings
Customer interaction analytics8.729 Ratings00 Ratings
Sales Gamification
Comparison of Sales Gamification features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
Microsoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated
7.2
1 Ratings
7% below category average
Sales contest templates00 Ratings5.01 Ratings
Custom sales contests00 Ratings7.01 Ratings
Team competitions00 Ratings8.01 Ratings
Contest flexibility00 Ratings7.01 Ratings
Sales rep view00 Ratings7.01 Ratings
Game notifications & updates00 Ratings8.01 Ratings
Social competition / Game collaboration00 Ratings8.01 Ratings
Sales performance reporting00 Ratings6.01 Ratings
TV streaming00 Ratings9.01 Ratings
Best Alternatives
Cisco Unified Contact CenterMicrosoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10

No answers on this topic

Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Everstage
Everstage
Score 9.5 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Everstage
Everstage
Score 9.5 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco Unified Contact CenterMicrosoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated
Likelihood to Recommend
9.6
(49 ratings)
6.0
(1 ratings)
Likelihood to Renew
9.1
(5 ratings)
-
(0 ratings)
Usability
8.3
(7 ratings)
8.0
(1 ratings)
Support Rating
7.5
(16 ratings)
7.0
(1 ratings)
Contract Terms and Pricing Model
8.0
(2 ratings)
-
(0 ratings)
Professional Services
8.0
(1 ratings)
-
(0 ratings)
User Testimonials
Cisco Unified Contact CenterMicrosoft Dynamics 365 - Gamification (FantasySalesTeam), deprecated
Likelihood to Recommend
Cisco
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.
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Microsoft
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.
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Pros
Cisco
  • 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.
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Microsoft
  • Easy to setup
  • Easy for people to view the dashboard
  • Great KPI's out of the box
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Cons
Cisco
  • 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.
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Microsoft
  • 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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Likelihood to Renew
Cisco
if it is up to me I would maintain its use. I was not able to make those decisions previously.
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Microsoft
No answers on this topic
Usability
Cisco
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.
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Microsoft
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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Support Rating
Cisco
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.
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Microsoft
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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Alternatives Considered
Cisco
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.
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Microsoft
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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Contract Terms and Pricing Model
Cisco
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.
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Microsoft
No answers on this topic
Professional Services
Cisco
Scripting not supported
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Microsoft
No answers on this topic
Return on Investment
Cisco
  • A smoother route to helping end users with critical needs
  • With quick assist while on hold, less calls come into the pool while agents have the ability to assist more critical needs
  • The ability to work remotely during an extreme event assisting end users
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Microsoft
  • It helped us close more cases.
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ScreenShots