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Top Rated
279 Ratings
71 Ratings
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Score 7.7 out of 100

Salesforce Service Cloud

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Top Rated
279 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.8 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

Salesforce Service Cloud

[Salesforce Service Cloud is] great at capturing detailed customer information. The information layout is easy to navigate and you don't have to move through a lot of different screens or places within the software to get a thorough understanding of the customer. Where it is less appropriate- I don't know of a way to check if someone else is viewing or working on a customer case at the same time. There may be an issue where two people are working on a case simultaneously and not even know it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Unified Contact Center
7.2
Salesforce Service Cloud
Agent dashboard
Cisco Unified Contact Center
7.1
Salesforce Service Cloud
Validate callers
Cisco Unified Contact Center
7.9
Salesforce Service Cloud
Outbound response
Cisco Unified Contact Center
6.8
Salesforce Service Cloud
Call forwarding
Cisco Unified Contact Center
6.8
Salesforce Service Cloud
Click-to-call (CTC)
Cisco Unified Contact Center
7.6
Salesforce Service Cloud
Warm transfer
Cisco Unified Contact Center
6.1
Salesforce Service Cloud
Predictive dialing
Cisco Unified Contact Center
6.9
Salesforce Service Cloud
Interactive voice response
Cisco Unified Contact Center
7.8
Salesforce Service Cloud
REST APIs
Cisco Unified Contact Center
7.3
Salesforce Service Cloud
Call scripts
Cisco Unified Contact Center
7.7
Salesforce Service Cloud
Call tracking
Cisco Unified Contact Center
8.1
Salesforce Service Cloud
Multichannel integration
Cisco Unified Contact Center
6.7
Salesforce Service Cloud
CRM software integration
Cisco Unified Contact Center
6.9
Salesforce Service Cloud

Workforce Optimization (WFO)

Cisco Unified Contact Center
7.0
Salesforce Service Cloud
Inbound call routing
Cisco Unified Contact Center
8.4
Salesforce Service Cloud
Omnichannel inbound routing
Cisco Unified Contact Center
7.2
Salesforce Service Cloud
Recording
Cisco Unified Contact Center
6.5
Salesforce Service Cloud
Quality management
Cisco Unified Contact Center
6.2
Salesforce Service Cloud
Call analytics
Cisco Unified Contact Center
7.4
Salesforce Service Cloud
Historical reporting
Cisco Unified Contact Center
6.8
Salesforce Service Cloud
Live reporting
Cisco Unified Contact Center
7.1
Salesforce Service Cloud
Customer surveys
Cisco Unified Contact Center
6.8
Salesforce Service Cloud
Customer interaction analytics
Cisco Unified Contact Center
6.9
Salesforce Service Cloud

Incident and problem management

Cisco Unified Contact Center
Salesforce Service Cloud
7.1
Organize and prioritize service tickets
Cisco Unified Contact Center
Salesforce Service Cloud
7.5
Expert directory
Cisco Unified Contact Center
Salesforce Service Cloud
6.5
Subscription-based notifications
Cisco Unified Contact Center
Salesforce Service Cloud
6.9
ITSM collaboration and documentation
Cisco Unified Contact Center
Salesforce Service Cloud
6.9
Ticket creation and submission
Cisco Unified Contact Center
Salesforce Service Cloud
7.4
Ticket response
Cisco Unified Contact Center
Salesforce Service Cloud
7.2

Self Help Community

Cisco Unified Contact Center
Salesforce Service Cloud
6.7
External knowledge base
Cisco Unified Contact Center
Salesforce Service Cloud
6.7
Internal knowledge base
Cisco Unified Contact Center
Salesforce Service Cloud
6.8

Multi-Channel Help

Cisco Unified Contact Center
Salesforce Service Cloud
7.2
Customer portal
Cisco Unified Contact Center
Salesforce Service Cloud
6.4
IVR
Cisco Unified Contact Center
Salesforce Service Cloud
7.0
Social integration
Cisco Unified Contact Center
Salesforce Service Cloud
7.6
Email support
Cisco Unified Contact Center
Salesforce Service Cloud
7.4
Help Desk CRM integration
Cisco Unified Contact Center
Salesforce Service Cloud
7.5

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

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

  • 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

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

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 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

Salesforce Service Cloud

Salesforce Service Cloud 8.3
Based on 10 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 6 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 8.3
Based on 6 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 7.9
Based on 12 answers
Fully engaged support TAC team with great experience. The platform is extremely stable and rarely gives issue. With the extensive features in version 11.5, you couldn't ask for more. The sleek look and feel of the agent desktop called finesse makes extra easy for agents to manage their states and manage workflows. Above all, the BI you get from the native reporting component called CUIC is incredibly over the top. The administration of the platform is extremely easy and it can be integrated with other components to enhance functionality.
Michał Sabat | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 7.4
Based on 30 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

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

Salesforce Service Cloud

A CRM should be simple to set up and stable enough to develop with your business. Since they aren't designed to fit across all areas of your business or address more nuanced business needs, some CRM solutions that claim to be easy can actually trigger problems as you scale. Salesforce solutions cover sales, operation, marketing, and more, so Salesforce customers can also reduce their total stack and save money. If you're a budding solo entrepreneur or work for a large corporation in a heavily controlled market, there's a Salesforce solution for you.
Suresh K.S Kumar | 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

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

Pricing Details

Cisco Unified Contact Center

General

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

Salesforce Service Cloud

General

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

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
7.6
Salesforce Service Cloud
7.1

Likelihood to Renew

Cisco Unified Contact Center
9.1
Salesforce Service Cloud
9.6

Usability

Cisco Unified Contact Center
7.3
Salesforce Service Cloud
8.3

Reliability and Availability

Cisco Unified Contact Center
Salesforce Service Cloud
8.7

Performance

Cisco Unified Contact Center
Salesforce Service Cloud
8.3

Support Rating

Cisco Unified Contact Center
7.9
Salesforce Service Cloud
7.4

Online Training

Cisco Unified Contact Center
Salesforce Service Cloud
9.0

Add comparison