Cisco Unified Contact Center vs. Salesforce Service Cloud

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Unified Contact Center
Score 8.4 out of 10
N/A
Cisco Unified Contact Center is a contact center platform that can support up to 24,000 agents. It supports call routing, omnichannel integrations, and a management portal for creating customer profiles, segmentation, and resource monitoring.N/A
Salesforce Service Cloud
Score 8.6 out of 10
N/A
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
$25
per month
Pricing
Cisco Unified Contact CenterSalesforce Service Cloud
Editions & Modules
No answers on this topic
Starter Suite
$25
per month
Professional
$80
per month
Enterprise
$165
per month per user
Unlimited
$165
per month per user
Unlimited+
$165
per month per user
Offerings
Pricing Offerings
Cisco Unified Contact CenterSalesforce Service Cloud
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsMust contact sales team for pricing.
More Pricing Information
Community Pulse
Cisco Unified Contact CenterSalesforce Service Cloud
Top Pros
Top Cons
Features
Cisco Unified Contact CenterSalesforce Service Cloud
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Unified Contact Center
9.5
39 Ratings
13% above category average
Salesforce Service Cloud
-
Ratings
Agent dashboard9.539 Ratings00 Ratings
Validate callers9.435 Ratings00 Ratings
Outbound response9.335 Ratings00 Ratings
Call forwarding9.536 Ratings00 Ratings
Click-to-call (CTC)9.530 Ratings00 Ratings
Warm transfer9.634 Ratings00 Ratings
Predictive dialing9.626 Ratings00 Ratings
Interactive voice response9.533 Ratings00 Ratings
REST APIs9.629 Ratings00 Ratings
Call scripts9.434 Ratings00 Ratings
Call tracking9.337 Ratings00 Ratings
Multichannel integration9.529 Ratings00 Ratings
CRM software integration9.229 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Cisco Unified Contact Center
9.3
40 Ratings
12% above category average
Salesforce Service Cloud
-
Ratings
Inbound call routing9.637 Ratings00 Ratings
Omnichannel inbound routing9.529 Ratings00 Ratings
Recording8.834 Ratings00 Ratings
Quality management9.635 Ratings00 Ratings
Call analytics9.736 Ratings00 Ratings
Historical reporting9.438 Ratings00 Ratings
Live reporting9.538 Ratings00 Ratings
Customer surveys8.927 Ratings00 Ratings
Customer interaction analytics8.929 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
Salesforce Service Cloud
8.5
63 Ratings
6% above category average
Organize and prioritize service tickets00 Ratings8.661 Ratings
Expert directory00 Ratings8.443 Ratings
Subscription-based notifications00 Ratings9.051 Ratings
ITSM collaboration and documentation00 Ratings8.047 Ratings
Ticket creation and submission00 Ratings8.961 Ratings
Ticket response00 Ratings8.360 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
Salesforce Service Cloud
8.8
59 Ratings
11% above category average
External knowledge base00 Ratings8.852 Ratings
Internal knowledge base00 Ratings8.757 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
Salesforce Service Cloud
8.8
63 Ratings
11% above category average
Customer portal00 Ratings8.843 Ratings
IVR00 Ratings8.628 Ratings
Social integration00 Ratings8.137 Ratings
Email support00 Ratings9.362 Ratings
Help Desk CRM integration00 Ratings9.254 Ratings
Best Alternatives
Cisco Unified Contact CenterSalesforce Service Cloud
Small Businesses
CloudTalk
CloudTalk
Score 9.7 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.7 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco Unified Contact CenterSalesforce Service Cloud
Likelihood to Recommend
9.3
(48 ratings)
8.8
(69 ratings)
Likelihood to Renew
9.1
(5 ratings)
9.6
(4 ratings)
Usability
8.3
(7 ratings)
8.5
(11 ratings)
Availability
-
(0 ratings)
9.0
(13 ratings)
Performance
-
(0 ratings)
8.6
(7 ratings)
Support Rating
7.5
(15 ratings)
7.6
(19 ratings)
Online Training
-
(0 ratings)
9.0
(1 ratings)
Contract Terms and Pricing Model
8.0
(2 ratings)
-
(0 ratings)
Professional Services
8.0
(1 ratings)
-
(0 ratings)
User Testimonials
Cisco Unified Contact CenterSalesforce Service Cloud
Likelihood to Recommend
Cisco
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.
Read full review
Salesforce
Salesforce Service Cloud is well suited for customer support teams who work many different channels - emails that come in from customers, support cases customers might submit on your site, or chatbot if you have this enabled in Experience Cloud. It provides options for approvals and tracking of SLAs which is especially helpful for larger customer service teams. It may not be suited for teams where a lot of their work comes from external systems or outside sources if you have a small technical team or a limited budget, since it would involve setting up a lot of integrations.
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Pros
Cisco
  • 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.
Read full review
Salesforce
  • Super fast set-up of the service from design through to production.
  • Robust method of release management from sandbox, to test, to production.
  • User access controls can be fine grain, which is great for GDPR requirements, limiting access to only necessary data.
  • Simple api integrations with other third party systems
  • Broad range of features and functionality
  • Einstein search features provides faster information mining for our agents as they help to resolve customer requests.
Read full review
Cons
Cisco
  • 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.
Read full review
Salesforce
  • 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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Likelihood to Renew
Cisco
if it is up to me I would maintain its use. I was not able to make those decisions previously.
Read full review
Salesforce
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.
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Usability
Cisco
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.
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Salesforce
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.
Read full review
Reliability and Availability
Cisco
No answers on this topic
Salesforce
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.
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Performance
Cisco
No answers on this topic
Salesforce
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.
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Support Rating
Cisco
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.
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Salesforce
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.
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Alternatives Considered
Cisco
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.
Read full review
Salesforce
Salesforce service cloud is more configurable than Zendesk and Freshdesk. It has its own inbuilt AI chatbot also which further improves service agent efficiency. Salesforce is more integration agnostic and has pre-built connectors with multiple 3rd party systems. However, in terms of pricing it is priced at a premium compared to the other solutions
Read full review
Contract Terms and Pricing Model
Cisco
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.
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Salesforce
No answers on this topic
Professional Services
Cisco
Scripting not supported
Read full review
Salesforce
No answers on this topic
Return on Investment
Cisco
  • A smoother route to helping end users with critical needs
  • With quick assist while on hold, less calls come into the pool while agents have the ability to assist more critical needs
  • The ability to work remotely during an extreme event assisting end users
Read full review
Salesforce
  • It been a great investment because it allow us to be more efficient with our time when review customer information
  • The search functionality is a little slow and can be frustrating for users
  • Others within the organization can review customer note that colleagues have entered and allows everyone to get up to speed quickly
Read full review
ScreenShots

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center