What users are saying about
Top Rated
113 Ratings
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Score 8.2 out of 100
1 Rating
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Score 8 out of 100

Feature Set Ratings

  • Nectar Desk ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

8.4

Cisco Unified Contact Center

84%
9.2

Nectar Desk

92%
Nectar Desk ranks higher in 12/13 features

Agent dashboard

8.5
85%
35 Ratings
9.0
90%
1 Rating

Validate callers

8.7
87%
31 Ratings
10.0
100%
1 Rating

Outbound response

8.2
82%
31 Ratings
9.0
90%
1 Rating

Call forwarding

8.6
86%
33 Ratings
10.0
100%
1 Rating

Click-to-call (CTC)

8.5
85%
26 Ratings
10.0
100%
1 Rating

Warm transfer

8.7
87%
30 Ratings
10.0
100%
1 Rating

Predictive dialing

8.4
84%
22 Ratings
9.0
90%
1 Rating

Interactive voice response

8.6
86%
29 Ratings
10.0
100%
1 Rating

REST APIs

8.4
84%
25 Ratings
9.0
90%
1 Rating

Call scripts

8.5
85%
30 Ratings
9.0
90%
1 Rating

Call tracking

8.4
84%
33 Ratings
9.0
90%
1 Rating

Multichannel integration

8.5
85%
25 Ratings
8.0
80%
1 Rating

CRM software integration

7.7
77%
25 Ratings
8.0
80%
1 Rating

Workforce Optimization (WFO)

8.5

Cisco Unified Contact Center

85%
8.6

Nectar Desk

86%
Nectar Desk ranks higher in 5/9 features

Inbound call routing

8.9
89%
33 Ratings
9.0
90%
1 Rating

Omnichannel inbound routing

8.5
85%
25 Ratings
8.0
80%
1 Rating

Recording

8.7
87%
32 Ratings
9.0
90%
1 Rating

Quality management

8.6
86%
31 Ratings
9.0
90%
1 Rating

Call analytics

8.4
84%
32 Ratings
8.0
80%
1 Rating

Historical reporting

8.2
82%
34 Ratings
8.0
80%
1 Rating

Live reporting

8.3
83%
34 Ratings
9.0
90%
1 Rating

Customer surveys

8.3
83%
25 Ratings
N/A
0 Ratings

Customer interaction analytics

8.7
87%
27 Ratings
9.0
90%
1 Rating

Attribute Ratings

  • Nectar Desk is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

7.9

Cisco Unified Contact Center

79%
43 Ratings
8.0

Nectar Desk

80%
1 Rating

Likelihood to Renew

9.1

Cisco Unified Contact Center

91%
5 Ratings

Nectar Desk

N/A
0 Ratings

Usability

8.3

Cisco Unified Contact Center

83%
7 Ratings

Nectar Desk

N/A
0 Ratings

Support Rating

7.5

Cisco Unified Contact Center

75%
18 Ratings

Nectar Desk

N/A
0 Ratings

Contract Terms and Pricing Model

8.0

Cisco Unified Contact Center

80%
2 Ratings

Nectar Desk

N/A
0 Ratings

Professional Services

8.0

Cisco Unified Contact Center

80%
1 Rating

Nectar Desk

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.
Gustavo Alves | TrustRadius Reviewer

Nectar Desk

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.
Anonymous | TrustRadius Reviewer

Pros

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.
Anonymous | TrustRadius Reviewer

Nectar Desk

  • 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.
Anonymous | TrustRadius Reviewer

Cons

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.
James Riley | TrustRadius Reviewer

Nectar Desk

  • 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.
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

Starting Price

Nectar Desk

General

Free Trial
Yes
Free/Freemium Version
Yes
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.
Anonymous | TrustRadius Reviewer

Nectar Desk

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.
Pratham Radadiya | TrustRadius Reviewer

Nectar Desk

No score
No answers yet
No answers on this topic

Support 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.
Anonymous | TrustRadius Reviewer

Nectar Desk

No score
No answers yet
No answers on this topic

Alternatives 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.
Alyson Sherlock | TrustRadius Reviewer

Nectar Desk

No answers on this topic

Contract 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.
Anonymous | TrustRadius Reviewer

Nectar Desk

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
Anonymous | TrustRadius Reviewer

Nectar Desk

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.
Mostafa Awad | TrustRadius Reviewer

Nectar Desk

  • 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.
Anonymous | TrustRadius Reviewer

Screenshots

Cisco Unified Contact Center

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