What users are saying about
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
60 Ratings
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

Playvox

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
60 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 9.1 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

Playvox

I think that Playvox would work well in many environments. It’s a great way to keep your employees connected as well as always on the same page. You are able to provide your entire workforce with all of your companies policies and procedures in one place without having to have a physical handbook that you are always needing to update.
Fallon Penrod | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

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

Playvox

  • Quality statistical reports by agent and group are easy to understand and compare.
  • The coach sessions can be configured in an easy and friendly way, practically intuitive.
  • The learning section where you can place both the support material and the evaluation, it evaluates and gives the score at the moment offering a comparison with the rest of the agents.
Gretty Gutierrez | 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

Playvox

  • One area I can see for improvement would be to allow an individual to post a GIF in a reply. Right now, replies are limited to attachments and emojis. The ability for an agent to use a GIF, as in the initial post, would be fun.
  • The type is quite small. I do believe an increase in font size would also improve Playvox.
  • One other item I would like to see improved upon would be the brightness or lack thereof, of the wording. Sometimes when posting, the font is so light you can barely see it. Now, this does not speak of the functionality of the program, but the impact may be greater if we could see what we were typing. It is very faint...
Shauna Stermer | 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

Playvox

Playvox 9.0
Based on 2 answers
It's an excellent tool that makes our support team better and happier. Playvox support is also extremely responsive and helpful.
Sarah Holdgrafer | TrustRadius Reviewer

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

Playvox

Playvox 9.6
Based on 2 answers
Playvox is so user friendly for both the person creating the platform and the agents using the platform to read their reviews, look at training documents and turning in their karma points.
Chrissie Nelms | TrustRadius Reviewer

Reliability and Availability

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Playvox

Playvox 9.1
Based on 1 answer
It is working properly
Anonymous | TrustRadius Reviewer

Performance

Cisco Unified Contact Center

No answers on this topic

Playvox

well I'm a playvox user since 2019 and I don't remember when I had an issues with it's speed or performance
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

Playvox

Playvox 8.7
Based on 3 answers
We have had multiple live trainings (Zoom). The training at the beginning of the set up was top notch. We had some additional questions about coaching and they jumped on the opportunity to help us. We have a designated trainer and account manager.
Chrissie Nelms | TrustRadius Reviewer

Implementation Rating

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Playvox

Playvox 9.1
Based on 1 answer
Well I think it works
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

Playvox

Playvox is by far superior to both of these platforms, by a wide margin. Stella Connect is a mess to use reporting wise and Scorebuddy is so basic it looks like an early 2000s school project. I wouldn't go back to either of them and would stick with Playvox if it were all up to me to decide.
Mihail Marinov | TrustRadius Reviewer

Scalability

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Playvox

Playvox 9.1
Based on 1 answer
playvox is one of the used platform in my department which is working properly in any time that's why I rate it
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

Playvox

  • Playvox additionally permits a specialist to have some good times when on break, answer open inquiries, and still return to work thereafter; in this manner, prompting more joyful specialists and better communications with Clients.
  • Business goals incorporate the capacity to meet measurements. Playvox permits the specialist to see their zone for development. This outcomes in a positive effect on a business.
  • Workers report understanding the assumptions on any association, and instructing straightforwardly to them causes them to feel more sure they are managing their responsibilities competently, and more certain they can get the assistance they need if any territory needs improvement. They feel, by and large, that the organization is more put resources into them.
Mostafa Hesham | TrustRadius Reviewer

Screenshots

Pricing Details

Cisco Unified Contact Center

General

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

Playvox

General

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

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
6.6
Playvox
9.1

Likelihood to Renew

Cisco Unified Contact Center
9.1
Playvox
9.0

Usability

Cisco Unified Contact Center
7.3
Playvox
9.6

Reliability and Availability

Cisco Unified Contact Center
Playvox
9.1

Support Rating

Cisco Unified Contact Center
7.8
Playvox
8.7

Implementation Rating

Cisco Unified Contact Center
Playvox
9.1

Scalability

Cisco Unified Contact Center
Playvox
9.1

Add comparison