Cisco Unified Contact Center vs. Nectar Desk

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Unified Contact Center
Score 7.7 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
Nectar Desk
Score 8.0 out of 10
Small Businesses (1-50 employees)
Nectar Desk is call center software for a wide variety of industries. It includes a complete suite of call center software features such as call recording, IVRs and call transfers. Additionally, it integrates with many CRM platforms in order to ensure that agents can work efficiently between Nectar Desk and their CRM. It also has advanced agent analytics which allow users to analyze their agents’ performance and make staffing adjustments as necessary.N/A
Pricing
Cisco Unified Contact CenterNectar Desk
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Cisco Unified Contact CenterNectar Desk
Free Trial
NoYes
Free/Freemium Version
NoYes
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 CenterNectar Desk
Top Pros
Top Cons
Features
Cisco Unified Contact CenterNectar Desk
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Unified Contact Center
9.8
40 Ratings
16% above category average
Nectar Desk
9.2
1 Ratings
10% above category average
Agent dashboard9.740 Ratings9.01 Ratings
Validate callers9.736 Ratings10.01 Ratings
Outbound response9.736 Ratings9.01 Ratings
Call forwarding9.837 Ratings10.01 Ratings
Click-to-call (CTC)9.830 Ratings10.01 Ratings
Warm transfer9.835 Ratings10.01 Ratings
Predictive dialing9.827 Ratings9.01 Ratings
Interactive voice response9.834 Ratings10.01 Ratings
REST APIs9.730 Ratings9.01 Ratings
Call scripts9.835 Ratings9.01 Ratings
Call tracking9.738 Ratings9.01 Ratings
Multichannel integration9.830 Ratings8.01 Ratings
CRM software integration9.830 Ratings8.01 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Cisco Unified Contact Center
9.2
41 Ratings
11% above category average
Nectar Desk
8.6
1 Ratings
5% above category average
Inbound call routing9.838 Ratings9.01 Ratings
Omnichannel inbound routing9.830 Ratings8.01 Ratings
Recording8.634 Ratings9.01 Ratings
Quality management9.835 Ratings9.01 Ratings
Call analytics9.836 Ratings8.01 Ratings
Historical reporting9.739 Ratings8.01 Ratings
Live reporting9.739 Ratings9.01 Ratings
Customer surveys8.027 Ratings00 Ratings
Customer interaction analytics8.029 Ratings9.01 Ratings
Best Alternatives
Cisco Unified Contact CenterNectar Desk
Small Businesses
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.8 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.8 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.8 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.8 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.1 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco Unified Contact CenterNectar Desk
Likelihood to Recommend
9.8
(49 ratings)
8.0
(1 ratings)
Likelihood to Renew
9.1
(5 ratings)
-
(0 ratings)
Usability
8.3
(7 ratings)
-
(0 ratings)
Support Rating
7.4
(16 ratings)
-
(0 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 CenterNectar Desk
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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NectarDesk Inc.
I would recommend Nectar Desk if you are going to launch it across an entire organization. By launching for only one department, it has been extremely difficult to not have the connectivity we want across the entire company.
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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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NectarDesk Inc.
  • Customizing Multiple Ring Groups: Allows for different call routing options depending on what phone number is dialed by a caller
  • Agent Login Tracking & Analytics: I can see minute by minute details of my team's login status and better understand how they're using their time
  • IVR Set Up: I can set up and edit/change IVR settings with the click of a few buttons, it's super easy!
  • Call History Tracking: I can easily filter and view all calls for the day to see what was inbound vs outbound, how many calls were handled by each agent, how many calls were missed, how many were outside of business hours, what the dispositions for each call were, and MORE. The Call History analytics are GREAT.
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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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NectarDesk Inc.
  • When a caller becomes assigned to an agent, SMS notifications are only sent to that agent. This is difficult for our call center manager to monitor if the team is handling all SMS replies efficiently and effectively.
  • Because Nectar Desk is a chrome-based calling software, we are limited in accessing the platform. Due to the ongoing pandemic, this presented a challenge in making sure that all agents' at-home computers were capable of running the software.
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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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NectarDesk Inc.
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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NectarDesk Inc.
No answers on this topic
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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NectarDesk Inc.
No answers on this topic
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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NectarDesk Inc.
No answers on this topic
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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NectarDesk Inc.
No answers on this topic
Professional Services
Cisco
Scripting not supported
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NectarDesk Inc.
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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NectarDesk Inc.
  • As the marketing agency that implemented this software for a client, we have 100% insight into call performance. Our client previously throughout random numbers, was always guessing on his team's performance, and now we have actual insight into how the intake team is truly performing—we know 100% of the inbound calls they make, how many outbound calls are made in a day, and how much time is spent 'idle'. This has allowed our client to hire the appropriate number of call center staff based on actual data and has allowed us to shift our marketing budget to focus on driving the right callers.
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ScreenShots

Nectar Desk Screenshots

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