71 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.4 out of 100
4 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 6.2 out of 100

Likelihood to Recommend

Cisco Unified Contact Center

Large and complex customer environments where the call flows integrate with multiple back-end systems within a customer's Data Center are a good fit for UCCE. It also caters well for customers with a widely distributed workforce that are connected via good networking links or have remote workers. Small contact centers with simplistic call flows and no future need for complexity like Biometrics and the like would do better from choosing a contact center such as Contact Centre Express or Webex CC as an example.
Anonymous | TrustRadius Reviewer

Microsoft Dynamics 365 - Gamification

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

Feature Rating Comparison

Contact Center Software

Cisco Unified Contact Center
7.2
Microsoft Dynamics 365 - Gamification
Agent dashboard
Cisco Unified Contact Center
7.2
Microsoft Dynamics 365 - Gamification
Validate callers
Cisco Unified Contact Center
7.6
Microsoft Dynamics 365 - Gamification
Outbound response
Cisco Unified Contact Center
7.0
Microsoft Dynamics 365 - Gamification
Call forwarding
Cisco Unified Contact Center
7.4
Microsoft Dynamics 365 - Gamification
Click-to-call (CTC)
Cisco Unified Contact Center
7.5
Microsoft Dynamics 365 - Gamification
Warm transfer
Cisco Unified Contact Center
7.5
Microsoft Dynamics 365 - Gamification
Predictive dialing
Cisco Unified Contact Center
6.4
Microsoft Dynamics 365 - Gamification
Interactive voice response
Cisco Unified Contact Center
7.7
Microsoft Dynamics 365 - Gamification
REST APIs
Cisco Unified Contact Center
7.2
Microsoft Dynamics 365 - Gamification
Call scripts
Cisco Unified Contact Center
6.7
Microsoft Dynamics 365 - Gamification
Call tracking
Cisco Unified Contact Center
8.0
Microsoft Dynamics 365 - Gamification
Multichannel integration
Cisco Unified Contact Center
6.6
Microsoft Dynamics 365 - Gamification
CRM software integration
Cisco Unified Contact Center
6.6
Microsoft Dynamics 365 - Gamification

Workforce Optimization (WFO)

Cisco Unified Contact Center
7.1
Microsoft Dynamics 365 - Gamification
Inbound call routing
Cisco Unified Contact Center
8.0
Microsoft Dynamics 365 - Gamification
Omnichannel inbound routing
Cisco Unified Contact Center
7.1
Microsoft Dynamics 365 - Gamification
Recording
Cisco Unified Contact Center
6.8
Microsoft Dynamics 365 - Gamification
Quality management
Cisco Unified Contact Center
6.9
Microsoft Dynamics 365 - Gamification
Call analytics
Cisco Unified Contact Center
7.2
Microsoft Dynamics 365 - Gamification
Historical reporting
Cisco Unified Contact Center
7.7
Microsoft Dynamics 365 - Gamification
Live reporting
Cisco Unified Contact Center
7.1
Microsoft Dynamics 365 - Gamification
Customer surveys
Cisco Unified Contact Center
6.4
Microsoft Dynamics 365 - Gamification
Customer interaction analytics
Cisco Unified Contact Center
6.7
Microsoft Dynamics 365 - Gamification

Sales Gamification

Cisco Unified Contact Center
Microsoft Dynamics 365 - Gamification
7.2
Sales contest templates
Cisco Unified Contact Center
Microsoft Dynamics 365 - Gamification
5.0
Custom sales contests
Cisco Unified Contact Center
Microsoft Dynamics 365 - Gamification
7.0
Team competitions
Cisco Unified Contact Center
Microsoft Dynamics 365 - Gamification
8.0
Contest flexibility
Cisco Unified Contact Center
Microsoft Dynamics 365 - Gamification
7.0
Sales rep view
Cisco Unified Contact Center
Microsoft Dynamics 365 - Gamification
7.0
Game notifications & updates
Cisco Unified Contact Center
Microsoft Dynamics 365 - Gamification
8.0
Social competition / Game collaboration
Cisco Unified Contact Center
Microsoft Dynamics 365 - Gamification
8.0
Sales performance reporting
Cisco Unified Contact Center
Microsoft Dynamics 365 - Gamification
6.0
TV streaming
Cisco Unified Contact Center
Microsoft Dynamics 365 - Gamification
9.0

Pros

Cisco Unified Contact Center

  • 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.
James Riley | TrustRadius Reviewer

Microsoft Dynamics 365 - Gamification

  • 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

  • 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.
Anonymous | TrustRadius Reviewer

Microsoft Dynamics 365 - Gamification

  • 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

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

No score
No answers yet
No answers on this topic

Usability

Cisco Unified Contact Center

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.
Anonymous | TrustRadius Reviewer

Microsoft Dynamics 365 - Gamification

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.
Anonymous | TrustRadius Reviewer

Support Rating

Cisco Unified Contact Center

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.
Anonymous | TrustRadius Reviewer

Microsoft Dynamics 365 - Gamification

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.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Cisco Unified Contact Center

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.
Anonymous | TrustRadius Reviewer

Microsoft Dynamics 365 - Gamification

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

Return on Investment

Cisco Unified Contact Center

  • 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.
Arturo Lopez | TrustRadius Reviewer

Microsoft Dynamics 365 - Gamification

  • It helped us close more cases.
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

Microsoft Dynamics 365 - Gamification

General

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

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
6.6
Microsoft Dynamics 365 - Gamification
6.0

Likelihood to Renew

Cisco Unified Contact Center
9.1
Microsoft Dynamics 365 - Gamification

Usability

Cisco Unified Contact Center
7.3
Microsoft Dynamics 365 - Gamification
8.0

Support Rating

Cisco Unified Contact Center
7.8
Microsoft Dynamics 365 - Gamification
7.0

Add comparison