What users are saying about
Top Rated
180 Ratings
71 Ratings
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Score 7.4 out of 100
Top Rated
180 Ratings
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Score 7.6 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

RingCentral

RingCentral excels for us in office environments where everyone has/needs an individual phone (either desk or via their computer). It is also uniquely suited for situations where workers may move between offices, work from home either during the day or after hours, or be on call in the evenings or weekends. The capabilities of the smartphone app means you are always on the office phone system, even showing a Caller ID as your office when calling a prospect, client, etc. This has been a surprising and much-liked feature for attorney's who don't want to expose their cell or home phone numbers in a call. Located in a hurricane-prone state, RingCentral is ideal for their resiliency to disaster that can keep local businesses connected and working after a hurricane. Having experienced that multiple times in the last 16 years with RingCentral, I can say that they have always worked flawlessly for us.
David Yates | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

Cloud PBX

Cisco Unified Contact Center
RingCentral
8.1
Hosted PBX
Cisco Unified Contact Center
RingCentral
8.1
Multi-level Interactive Voice Response (IVR)
Cisco Unified Contact Center
RingCentral
8.0
User templates
Cisco Unified Contact Center
RingCentral
7.8
Call reports
Cisco Unified Contact Center
RingCentral
8.0
Directory of employee names
Cisco Unified Contact Center
RingCentral
8.7

Call Management

Cisco Unified Contact Center
RingCentral
8.5
Answering rules
Cisco Unified Contact Center
RingCentral
8.5
Call recording
Cisco Unified Contact Center
RingCentral
9.1
Call park
Cisco Unified Contact Center
RingCentral
8.6
Call screening
Cisco Unified Contact Center
RingCentral
7.8
Message alerts
Cisco Unified Contact Center
RingCentral
8.3

VoIP system collaboration

Cisco Unified Contact Center
RingCentral
8.0
Video conferencing
Cisco Unified Contact Center
RingCentral
8.0
Audio conferencing
Cisco Unified Contact Center
RingCentral
8.4
Video screen sharing
Cisco Unified Contact Center
RingCentral
8.1
Instant messaging
Cisco Unified Contact Center
RingCentral
7.3

Mobile apps

Cisco Unified Contact Center
RingCentral
7.9
Mobile app for iOS
Cisco Unified Contact Center
RingCentral
8.0
Mobile app for Android
Cisco Unified Contact Center
RingCentral
7.8

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

RingCentral

  • RingCentral service is solid and resilient to issues.
  • RingCentral is easy to manage as an admin. Users, login styles, extensions, hardware, extensions, and more are always configurable and it makes it easy to support users.
  • RingCentral offers many hardware options. It is easy to procure new hardware as well as outfit older hardware with the help of an adapter.
Tristan Dobbs | 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

RingCentral

  • The team chat interface of the Glip application (also called Jupiter) isn't as refined as other chat interfaces. For example, it doesn't indicate when team members have read a message.
  • The integration of Glip with on-premise Exchange is non-existent and not on the development radar.
  • RingCentral personnel were not familiar with supporting paging devices, even though the platform does offer integration with some paging equipment manufacturers.
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

RingCentral

RingCentral 10.0
Based on 8 answers
We are grandfathered into our unlimited toll-free minutes plan. We are very unlikely to switch because of that. It has been the major factor saving us a lot of money compared to switching to other solutions. I don't know any other company that still offers these unlimited plans.
Justin Bongard | 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

RingCentral

RingCentral 9.0
Based on 2 answers
RingCentral is a flexible and versatile platform. But there is always room for improvement. While I as a technologically inclined user have no problem navigating the interface and configuring my extension to my hearts content. I have had some negative experiences with less technologically inclined users having difficulty with the smartphone app (mostly they are trying to handle calls while in areas with poor 4G signal), I wish RingCentral had a better way of handling these calls or rejecting them if data rates are too low.
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

RingCentral

RingCentral 7.0
Based on 34 answers
Their customer support is top notch an provide us with all the answers we need quickly and concisely. We especially appreciated their Installation Services team who got us up and running on their platform within the short time frame we presented and had almost flawless performance in porting our services over to their platform
Jon Shurtliff | TrustRadius Reviewer

Implementation Rating

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

RingCentral

RingCentral 9.0
Based on 2 answers
If someone has an existing system I tell them to keep that running initially and keep RingCentral separate initially until the system is configured and tested to one's satisfaction. After testing and configuration is completed, then roll over the main phone numbers to the new RingCentral system. I've seen one person who immediately flipped over to RingCentral without properly configuring/testing the software and had many issues with missed customer calls until I helped him sort out his configuration
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

RingCentral

We used Vonage and a local softphone called Communicator prior to switching to RingCentral. Vonage dropped calls left and right and made it very difficult to use in general. Communicator linked to our CRMs, which was nice, but when installing call forwarding it automatically uploaded all CRM contacts into our personal phones and did not remove them even when the program was deleted. This was incredibly annoying, as in order to make a personal call to someone in our contacts, we had to sift through tens of thousands of contacts. RingCentral is simple, user friendly, and only does what it needs to.
Jillian Straw | 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

RingCentral

  • Low-cost teleconferencing and web-conferencing - Competitors for either can easily cost just as much as the full RingCentral platform
  • Able to offer more customized services to partners/clients
  • No need for any special hardware - just need a computer with internet
  • Low investment to integrate with a CRM
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

Cisco Unified Contact Center Editions & Modules

Additional Pricing Details

RingCentral

General

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

RingCentral Editions & Modules

Edition
Essentials (up to 20 users)$39.991
Standard$49.991
Premium$54.991
Ultimate$69.991
  1. per user/per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
6.6
RingCentral
7.6

Likelihood to Renew

Cisco Unified Contact Center
9.1
RingCentral
10.0

Usability

Cisco Unified Contact Center
7.3
RingCentral
9.0

Support Rating

Cisco Unified Contact Center
7.8
RingCentral
7.0

Implementation Rating

Cisco Unified Contact Center
RingCentral
9.0

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