What users are saying about
Cisco Unified Contact Center
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Top Rated
110 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.2 out of 100
Based on 110 reviews and ratings
Top Rated
317 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.3 out of 100
Based on 317 reviews and ratings
Feature Set Ratings
Contact Center Software
8.4
Cisco Unified Contact Center
84%
Salesforce Service Cloud
Feature Set Not Supported
N/A
Cisco Unified Contact Center ranks higher in 13/13 features
Cisco Unified Contact Center ranks higher in 13/13 features
Agent dashboard
8.5
85%
35 Ratings
N/A
0 Ratings
Validate callers
8.7
87%
31 Ratings
N/A
0 Ratings
Outbound response
8.2
82%
31 Ratings
N/A
0 Ratings
Call forwarding
8.5
85%
33 Ratings
N/A
0 Ratings
Click-to-call (CTC)
8.4
84%
26 Ratings
N/A
0 Ratings
Warm transfer
8.6
86%
30 Ratings
N/A
0 Ratings
Predictive dialing
8.3
83%
22 Ratings
N/A
0 Ratings
Interactive voice response
8.6
86%
29 Ratings
N/A
0 Ratings
REST APIs
8.4
84%
25 Ratings
N/A
0 Ratings
Call scripts
8.5
85%
30 Ratings
N/A
0 Ratings
Call tracking
8.4
84%
33 Ratings
N/A
0 Ratings
Multichannel integration
8.4
84%
25 Ratings
N/A
0 Ratings
CRM software integration
7.7
77%
25 Ratings
N/A
0 Ratings
Workforce Optimization (WFO)
8.4
Cisco Unified Contact Center
84%
Salesforce Service Cloud
Feature Set Not Supported
N/A
Cisco Unified Contact Center ranks higher in 9/9 features
Cisco Unified Contact Center ranks higher in 9/9 features
Inbound call routing
8.9
89%
33 Ratings
N/A
0 Ratings
Omnichannel inbound routing
8.5
85%
25 Ratings
N/A
0 Ratings
Recording
8.7
87%
32 Ratings
N/A
0 Ratings
Quality management
8.5
85%
31 Ratings
N/A
0 Ratings
Call analytics
8.3
83%
32 Ratings
N/A
0 Ratings
Historical reporting
8.1
81%
34 Ratings
N/A
0 Ratings
Live reporting
8.2
82%
34 Ratings
N/A
0 Ratings
Customer surveys
8.2
82%
25 Ratings
N/A
0 Ratings
Customer interaction analytics
8.6
86%
27 Ratings
N/A
0 Ratings
Incident and problem management
Cisco Unified Contact Center
Feature Set Not Supported
N/A
7.6
Salesforce Service Cloud
76%
Salesforce Service Cloud ranks higher in 6/6 features
Salesforce Service Cloud ranks higher in 6/6 features
Organize and prioritize service tickets
N/A
0 Ratings
8.2
82%
55 Ratings
Expert directory
N/A
0 Ratings
7.0
70%
40 Ratings
Subscription-based notifications
N/A
0 Ratings
7.1
71%
47 Ratings
ITSM collaboration and documentation
N/A
0 Ratings
7.2
72%
42 Ratings
Ticket creation and submission
N/A
0 Ratings
7.9
79%
56 Ratings
Ticket response
N/A
0 Ratings
7.9
79%
55 Ratings
Self Help Community
Cisco Unified Contact Center
Feature Set Not Supported
N/A
7.0
Salesforce Service Cloud
70%
Salesforce Service Cloud ranks higher in 2/2 features
Salesforce Service Cloud ranks higher in 2/2 features
External knowledge base
N/A
0 Ratings
6.8
68%
46 Ratings
Internal knowledge base
N/A
0 Ratings
7.2
72%
51 Ratings
Multi-Channel Help
Cisco Unified Contact Center
Feature Set Not Supported
N/A
7.7
Salesforce Service Cloud
77%
Salesforce Service Cloud ranks higher in 5/5 features
Salesforce Service Cloud ranks higher in 5/5 features
Customer portal
N/A
0 Ratings
7.2
72%
39 Ratings
IVR
N/A
0 Ratings
7.2
72%
25 Ratings
Social integration
N/A
0 Ratings
7.8
78%
34 Ratings
Email support
N/A
0 Ratings
8.0
80%
56 Ratings
Help Desk CRM integration
N/A
0 Ratings
8.0
80%
49 Ratings
Attribute Ratings
- Cisco Unified Contact Center is rated higher in 1 area: Support Rating
- Salesforce Service Cloud is rated higher in 2 areas: Likelihood to Renew, Usability
- Cisco Unified Contact Center and Salesforce Service Cloud are tied in 1 area: Likelihood to Recommend
Likelihood to Recommend
7.8
Cisco Unified Contact Center
78%
43 Ratings
7.8
Salesforce Service Cloud
78%
62 Ratings
Likelihood to Renew
9.1
Cisco Unified Contact Center
91%
5 Ratings
9.6
Salesforce Service Cloud
96%
4 Ratings
Usability
8.3
Cisco Unified Contact Center
83%
7 Ratings
8.4
Salesforce Service Cloud
84%
11 Ratings
Availability
Cisco Unified Contact Center
N/A
0 Ratings
8.7
Salesforce Service Cloud
87%
7 Ratings
Performance
Cisco Unified Contact Center
N/A
0 Ratings
8.6
Salesforce Service Cloud
86%
7 Ratings
Support Rating
7.5
Cisco Unified Contact Center
75%
18 Ratings
7.3
Salesforce Service Cloud
73%
29 Ratings
Online Training
Cisco Unified Contact Center
N/A
0 Ratings
9.0
Salesforce Service Cloud
90%
1 Rating
Contract Terms and Pricing Model
8.0
Cisco Unified Contact Center
80%
2 Ratings
Salesforce Service Cloud
N/A
0 Ratings
Professional Services
8.0
Cisco Unified Contact Center
80%
1 Rating
Salesforce Service Cloud
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.
Técnico de Prevenção a Fraude
FISDesign, 1001-5000 employees
Salesforce Service Cloud
Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes. If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
Head of ICT Solutions
Arvato UKOutsourcing/Offshoring, 1001-5000 employees
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.

Verified User
Professional in Information Technology
Telecommunications Company, 10,001+ employeesSalesforce Service Cloud
- 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.
Director of Product Development
BeyondPay, Inc.Computer Software, 11-50 employees
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.
Services Team Lead - Technical Services
NTT Ltd.Information Technology and Services, 10,001+ employees
Salesforce Service Cloud
- 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.

Verified User
Technician in Customer Service
Hospital & Health Care Company, 11-50 employeesPricing Details
Cisco Unified Contact Center
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Salesforce Service Cloud
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$65 per month
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.

Verified User
Technician in Information Technology
Insurance Company, 201-500 employeesSalesforce Service Cloud
Salesforce Service Cloud 9.6
Based on 4 answers
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.

Verified User
Analyst in Information Technology
Information Technology and Services Company, 51-200 employeesUsability
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.
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.
Full Stack Engineer
CensusComputer Games, 501-1000 employees
Salesforce Service Cloud
Salesforce Service Cloud 8.4
Based on 11 answers
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.

Verified User
Manager in Customer Service
Computer Software Company, 51-200 employeesReliability and Availability
Cisco Unified Contact Center
No score
No answers yet
No answers on this topic
Salesforce Service Cloud
Salesforce Service Cloud 8.7
Based on 7 answers
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.

Verified User
Administrator in Information Technology
Computer Software Company, 201-500 employeesPerformance
Cisco Unified Contact Center
No score
No answers yet
No answers on this topic
Salesforce Service Cloud
Salesforce Service Cloud 8.6
Based on 7 answers
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
Technical Support Manager
Videojet TechnologiesPrinting, 1001-5000 employees
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.

Verified User
Engineer in Engineering
Information Technology & Services Company, 51-200 employeesSalesforce Service Cloud
Salesforce Service Cloud 7.3
Based on 29 answers
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.

Verified User
Project Manager in Marketing
Automotive Company, 5001-10,000 employeesAlternatives 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.
Customer Operations Manager
Berxi- Berkshire Hathaway Specialty InsuranceInsurance, 1-10 employees
Salesforce Service Cloud
I have used Microsoft Dynamics in the past and I feel that Salesforce compares positively to it. While both software offers cloud based service and a mobile app, Microsoft Dynamics doesn't support integration with Gmail. One of the reasons we like Salesforce so much is that it can integrate with your email.

Verified User
Engineer in Engineering
Building Materials Company, 1001-5000 employeesContract 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.

Verified User
Consultant in Engineering
Information Technology & Services Company, 10,001+ employeesSalesforce Service Cloud
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

Verified User
Consultant in Engineering
Information Technology & Services Company, 10,001+ employeesSalesforce Service Cloud
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.
Senior Genesys System Engineer
IST NetworksInformation Technology & Services, 201-500 employees
Salesforce Service Cloud
- 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

Verified User
Program Manager in Customer Service
Computer Software Company, 10,001+ employees