Cisco Unified Contact Center vs Salesforce Service Cloud | TrustRadius

What users are saying about

Score 7.7 out of 10

Based on 71 reviews and ratings

Score 7.8 out of 10

Based on 279 reviews and ratings

Feature Rating Comparison

Cisco Unified Contact Center

Salesforce Service Cloud

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Cisco Unified Contact Center

Salesforce Service Cloud

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Cisco Unified Contact Center

Salesforce Service Cloud

Organize and prioritize service tickets

Expert directory

Subscription-based notifications

ITSM collaboration and documentation

Ticket creation and submission

Ticket response

Cisco Unified Contact Center

Salesforce Service Cloud

External knowledge base

Internal knowledge base

Cisco Unified Contact Center

Salesforce Service Cloud

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

Pros

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.

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Services Team Lead - Technical Services

NTT Ltd.Information Technology and Services, 10,001+ employees

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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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Director of Product Development

BeyondPay, Inc.Computer Software, 11-50 employees

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Cons

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.

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Verified User

Engineer in Information Technology

Government Administration Company, 501-1000 employees

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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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Verified User

Technician in Customer Service

Hospital & Health Care Company, 11-50 employees

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Likelihood to Renew

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.

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Verified User

Technician in Information Technology

Insurance Company, 201-500 employees

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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.

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Verified User

Analyst in Information Technology

Information Technology and Services Company, 51-200 employees

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Usability

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.

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Verified User

Professional in Information Technology

Telecommunications Company, 10,001+ employees

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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.

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Verified User

Manager in Customer Service

Computer Software Company, 51-200 employees

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Reliability and Availability

No score

No answers yet

No answers on this topic

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.

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Verified User

Administrator in Information Technology

Computer Software Company, 201-500 employees

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Performance

No score

No answers yet

No answers on this topic

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.

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Technical Support Manager

Videojet TechnologiesPrinting, 1001-5000 employees

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Support Rating

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.

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Infrastructure Engineer I

QuadPrinting, 10,001+ employees

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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.

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Verified User

Project Manager in Marketing

Automotive Company, 5001-10,000 employees

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Alternatives Considered

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.

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Verified User

Engineer in Customer Service

Telecommunications Company, 5001-10,000 employees

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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.

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Suresh K.S Kumar

Genesys Solutions Architect

HCL TechnologiesMedical Devices, 10,001+ employees

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Return on Investment

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.

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Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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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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Verified User

Program Manager in Customer Service

Computer Software Company, 10,001+ employees

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Screenshots

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See All (6) Salesforce Service Cloud Screenshots

Pricing Details

General

Free Trial

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Free/Freemium Version

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Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

Cisco Unified Contact Center

Salesforce Service Cloud

Cisco Unified Contact Center

Salesforce Service Cloud

Cisco Unified Contact Center

Salesforce Service Cloud

Cisco Unified Contact Center

Salesforce Service Cloud

Cisco Unified Contact Center

Salesforce Service Cloud

Cisco Unified Contact Center

Salesforce Service Cloud

Cisco Unified Contact Center

Salesforce Service Cloud

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