Cisco Unified Contact Center vs Salesforce Service Cloud

• 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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• Flexibility of data tracked, displayed, reported on, and customized.
• Single source of truth for support, implementations, sales and management.
• Ability to integrate through built-in app exchange and easy API.
• Reporting and emailed reports with direct links to drill down into data.
• Do virtually whatever you "need" to do.

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• 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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• Incredibly complex to set up and configure.
• Multiple points of potential failure.
• Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
• Front-facing community is extremely difficult to configure and comes with many limitations.
• No help is provided by Salesforce without expensive Premiere Support plans.
• Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.

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• 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.

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• While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
• Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
• We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool

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