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Top Rated
110 Ratings
Top Rated
317 Ratings

Cisco Unified Contact Center

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Top Rated
110 Ratings
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Score 8.2 out of 100
Top Rated
317 Ratings
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Score 8.3 out of 100

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

    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

    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

    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

    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

    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.
    Gustavo Alves | TrustRadius Reviewer

    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.
    Gordon Dalgleish | TrustRadius Reviewer

    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

    Salesforce 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.
    Jonathan Tanis | 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

    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.
    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

    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.
    Anonymous | TrustRadius Reviewer

    Salesforce 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.
    Anonymous | TrustRadius Reviewer

    Usability

    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.
    Pratham Radadiya | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Reliability 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.
    Anonymous | TrustRadius Reviewer

    Performance

    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.
    Hans Hong | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Salesforce 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.
    Anonymous | TrustRadius Reviewer

    Alternatives 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.
    Alyson Sherlock | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Contract 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.
    Anonymous | TrustRadius Reviewer

    Salesforce 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
    Anonymous | TrustRadius Reviewer

    Salesforce 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.
    Mostafa Awad | TrustRadius Reviewer

    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
    Anonymous | TrustRadius Reviewer

    Screenshots

    Cisco Unified Contact Center

    Add comparison