What users are saying about
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107 Ratings
24 Ratings

Cisco Unified Contact Center

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107 Ratings
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Score 7.8 out of 100
24 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

Cisco Unified Contact Center

In order to understand historical data, trends, and anticipated volume I need to manually piece together information from several different reports. [With Cisco Unified Contact Center it] is difficult for me to understand why calls were not handled (ie. agent availability, staffing, internal errors, complications, simply low volume, etc.) Reporting and statistics is difficult to analyze. I have trouble understanding trends. I can't anticipate growth or staffing needs.
Alyson Sherlock | TrustRadius Reviewer

RingDNA

We switched over from SalesLoft and other than the conversational intelligence feature, everything else has felt like a significant downgrade. Conversational AI sounds valuable in theory but [I feel] has not been put into use at all by management. SalesLoft integrated with SF much more seamlessly. I loved having SalesLoft embedded into the very same SF window where I can dial, message, log calls, etc without having to have a separate window open. [In my experience] The RingDNA interface is not nearly as clean and intuitive. It gets the job done as a basic dialer but for a full-on sales tool, [I feel] there are too many manuals, cumbersome hindrances that disrupt the daily workflow. Once these things get patched up, I would feel a lot better towards RingDNA. My experience with RingDNA has been shared by the vast majority of the sales floor (the ones actually using it).
Wolf Weisz | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Unified Contact Center
8.3
RingDNA
Agent dashboard
Cisco Unified Contact Center
8.3
RingDNA
Validate callers
Cisco Unified Contact Center
8.8
RingDNA
Outbound response
Cisco Unified Contact Center
8.0
RingDNA
Call forwarding
Cisco Unified Contact Center
8.3
RingDNA
Click-to-call (CTC)
Cisco Unified Contact Center
8.3
RingDNA
Warm transfer
Cisco Unified Contact Center
8.4
RingDNA
Predictive dialing
Cisco Unified Contact Center
8.1
RingDNA
Interactive voice response
Cisco Unified Contact Center
8.3
RingDNA
REST APIs
Cisco Unified Contact Center
8.2
RingDNA
Call scripts
Cisco Unified Contact Center
8.5
RingDNA
Call tracking
Cisco Unified Contact Center
8.4
RingDNA
Multichannel integration
Cisco Unified Contact Center
8.3
RingDNA
CRM software integration
Cisco Unified Contact Center
7.6
RingDNA

Workforce Optimization (WFO)

Cisco Unified Contact Center
8.1
RingDNA
Inbound call routing
Cisco Unified Contact Center
8.6
RingDNA
Omnichannel inbound routing
Cisco Unified Contact Center
8.5
RingDNA
Recording
Cisco Unified Contact Center
8.5
RingDNA
Quality management
Cisco Unified Contact Center
8.0
RingDNA
Call analytics
Cisco Unified Contact Center
7.8
RingDNA
Historical reporting
Cisco Unified Contact Center
7.7
RingDNA
Live reporting
Cisco Unified Contact Center
7.7
RingDNA
Customer surveys
Cisco Unified Contact Center
7.9
RingDNA
Customer interaction analytics
Cisco Unified Contact Center
8.3
RingDNA

Preview Dialer

Cisco Unified Contact Center
RingDNA
8.2
Contact preview
Cisco Unified Contact Center
RingDNA
8.1
Dialer-CRM integration
Cisco Unified Contact Center
RingDNA
7.8
Call notes & tags
Cisco Unified Contact Center
RingDNA
8.3
Automatic call logging
Cisco Unified Contact Center
RingDNA
8.6

Core Dialer

Cisco Unified Contact Center
RingDNA
8.7
Outbound dialing
Cisco Unified Contact Center
RingDNA
9.1
Inbound routing
Cisco Unified Contact Center
RingDNA
9.0
Click-to-call
Cisco Unified Contact Center
RingDNA
8.6
Recorded voicemail drop
Cisco Unified Contact Center
RingDNA
9.2
Dialer contact import
Cisco Unified Contact Center
RingDNA
7.9
Campaign & list management
Cisco Unified Contact Center
RingDNA
8.2

Call Follow-up and Quality Assurance

Cisco Unified Contact Center
RingDNA
8.4
Follow-up calls
Cisco Unified Contact Center
RingDNA
8.1
Dialer reporting & analytics
Cisco Unified Contact Center
RingDNA
8.8

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

RingDNA

  • Speed at calling through lists, loading the account data into the intelligent dallier
  • Using the calling notes and other values, as triggers into our workflows
  • Using ringDNA data in our Marketing cloud journeys for customer service and sales purposes. For example, triggering an email send based on the results of a phone call
Michael McKerlie | 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

RingDNA

  • Sometimes it loses the quality of the calls, I do not understand if it is the platform or the customers when calling.
  • They could put in a phone number checker, I've had trouble with that several times already.
  • The reports it generates tend to be limited no matter what subscription you have.
Stella Olsson | 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

RingDNA

RingDNA 10.0
Based on 1 answer
Our company is very happy with RingDNA and our experience with using it only continues to improve over time.
Shanna Kostopulos | 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

RingDNA

RingDNA 7.7
Based on 4 answers
I can say that this platform has been a great help from the beginning of the implementation and has helped exponentially to grow as a company. At no time have we had problems at the beginning or any confusion when using this software for the first time, it has always been very easy to use its interface and tool. In case we don't know something, technical support has always been helpful.
Stella Olsson | TrustRadius Reviewer

Support Rating

Cisco Unified Contact Center

Cisco Unified Contact Center 7.7
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

RingDNA

RingDNA 8.7
Based on 8 answers
It fulfills our requirements for what we were looking for among the products available in the market. They have given demos so well and address all of our issues very well. They also quoted the best price for what we had in mind. Overall, it helps us zero in on our search with all the requirements and budget in mind.
Siddarth Upadhya | TrustRadius Reviewer

Alternatives Considered

Cisco Unified Contact Center

For customers that don't prefer the cloud solutions because they're afraid of data leak and instead prefer the on-premise solution to maintain their customers' sensitive data on their contact centers, i.e. banking sector, UCCE would win. This doesn't mean the cloud CCaaS won't maintain or secure the data, sometimes it's just a matter of governmental regulations that the organization should follow/comply with. From the business requirements complexity perspective, UCCE would also win because the ecosystem, features, and capabilities within it give you the freedom to build up the contact center within that. However, you will exert extra effort in the implementation phase to fulfill that. Otherwise, you might go for CCaaS if your requirements aren't complex with fewer third-party integrations and if you need to come up with your contact center in a short implementation time.
Mostafa Awad | TrustRadius Reviewer

RingDNA

I honestly think that SalesLoft is a more complete solution as far as the user interface goes. However, Ring DNA has the added call intelligence feature that sales loft doesn't have, so we went with ring dna.
Tim Eddington | TrustRadius Reviewer

Return on Investment

Cisco Unified Contact Center

  • It gives us an idea of how difficult and tiresome it can be to implement a program like this for 2000+ employees.
  • We have reached AHT and CSAT goals that we have never reached before.
  • In general, it has been a good idea to implement this program despite the setbacks it gave, it has been worth it.
Brandon Marmol | TrustRadius Reviewer

RingDNA

  • RingDNA has a significant impact on our ability to manage our activities with our sales team
  • Analytics gives us absolute transparency across our sales and service teams
  • Essentially this enables us to truly see and act on what is happening and make overall improvements to marketing, sales and services
Michael McKerlie | 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

RingDNA

General

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

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
7.3
RingDNA
7.9

Likelihood to Renew

Cisco Unified Contact Center
9.1
RingDNA
10.0

Usability

Cisco Unified Contact Center
7.3
RingDNA
7.7

Support Rating

Cisco Unified Contact Center
7.7
RingDNA
8.7

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