Top Rated
115 Ratings
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Score 8.3 out of 100
23 Ratings
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Score 8.6 out of 100

Feature Set Ratings

    Contact Center Software

    8.5

    Cisco Unified Contact Center

    85%

    Sangoma Asterisk

    Feature Set Not Supported
    N/A
    Cisco Unified Contact Center ranks higher in 13/13 features

    Agent dashboard

    8.6
    86%
    35 Ratings
    N/A
    0 Ratings

    Validate callers

    8.7
    87%
    31 Ratings
    N/A
    0 Ratings

    Outbound response

    8.3
    83%
    31 Ratings
    N/A
    0 Ratings

    Call forwarding

    8.7
    87%
    33 Ratings
    N/A
    0 Ratings

    Click-to-call (CTC)

    8.6
    86%
    26 Ratings
    N/A
    0 Ratings

    Warm transfer

    8.8
    88%
    30 Ratings
    N/A
    0 Ratings

    Predictive dialing

    8.5
    85%
    22 Ratings
    N/A
    0 Ratings

    Interactive voice response

    8.6
    86%
    29 Ratings
    N/A
    0 Ratings

    REST APIs

    8.5
    85%
    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

    8.5
    85%
    25 Ratings
    N/A
    0 Ratings

    CRM software integration

    7.8
    78%
    25 Ratings
    N/A
    0 Ratings

    Workforce Optimization (WFO)

    8.6

    Cisco Unified Contact Center

    86%

    Sangoma Asterisk

    Feature Set Not Supported
    N/A
    Cisco Unified Contact Center ranks higher in 9/9 features

    Inbound call routing

    9.0
    90%
    33 Ratings
    N/A
    0 Ratings

    Omnichannel inbound routing

    8.6
    86%
    25 Ratings
    N/A
    0 Ratings

    Recording

    8.8
    88%
    32 Ratings
    N/A
    0 Ratings

    Quality management

    8.7
    87%
    31 Ratings
    N/A
    0 Ratings

    Call analytics

    8.5
    85%
    32 Ratings
    N/A
    0 Ratings

    Historical reporting

    8.3
    83%
    34 Ratings
    N/A
    0 Ratings

    Live reporting

    8.4
    84%
    34 Ratings
    N/A
    0 Ratings

    Customer surveys

    8.4
    84%
    25 Ratings
    N/A
    0 Ratings

    Customer interaction analytics

    8.8
    88%
    27 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Sangoma Asterisk is rated higher in 2 areas: Likelihood to Recommend, Support Rating

    Likelihood to Recommend

    8.0

    Cisco Unified Contact Center

    80%
    43 Ratings
    9.5

    Sangoma Asterisk

    95%
    6 Ratings

    Likelihood to Renew

    9.1

    Cisco Unified Contact Center

    91%
    5 Ratings

    Sangoma Asterisk

    N/A
    0 Ratings

    Usability

    8.3

    Cisco Unified Contact Center

    83%
    7 Ratings

    Sangoma Asterisk

    N/A
    0 Ratings

    Support Rating

    7.5

    Cisco Unified Contact Center

    75%
    18 Ratings
    8.0

    Sangoma Asterisk

    80%
    2 Ratings

    Contract Terms and Pricing Model

    8.0

    Cisco Unified Contact Center

    80%
    2 Ratings

    Sangoma Asterisk

    N/A
    0 Ratings

    Professional Services

    8.0

    Cisco Unified Contact Center

    80%
    1 Rating

    Sangoma Asterisk

    N/A
    0 Ratings

    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

    Sangoma

    Digium Asterisk is well suited for a city government as a communications solution for internal and external use. Other options like PBX are more expensive and hard to escalate. VoIP makes it easier to use the communications infrastructure instead that already exists rather than having to wire every phone when the solution is a digital or analog phone. In my city, government offices are not in the same place, which makes it harder to communicate everything together.
    Read full review

    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

    Sangoma

    • Call forwarding that I can trust stays on even if my phone "refreshes."
    • Ability to setup various call rules and save them to use as needed.
    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

    Sangoma

    • Documentation is scarce, so you have to learn by trial and error.
    • Not cloud-based, and there's no mobile app.
    • The ability to email voicemail messages would be great.
    Read full review

    Pricing Details

    Cisco Unified Contact Center

    Starting Price

    Editions & Modules

    Cisco Unified Contact Center editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Must contact sales team for pricing.

      Pricing Info

      Sangoma Asterisk

      Starting Price

      Editions & Modules

      Sangoma Asterisk editions and modules pricing
      EditionModules

      Footnotes

        Offerings

        Free Trial
        Free/Freemium Version
        Premium Consulting/Integration Services

        Entry-level set up fee?

        No setup fee

        Additional Details

        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

        Sangoma

        No answers on this topic

        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.
        Read full review

        Sangoma

        No answers on this topic

        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.
        Read full review

        Sangoma

        I have asked in the not so recent past about having my phone updated with my saved Digium "favorites" list but it doesn't seem that this is possible
        Read full review

        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

        Sangoma

        [Based on] my experience, we initially had to deal with Avaya PBXs, the same applies to client instrumentation (telephones, etc.). Surely we are talking about a product much more "business-like", but the management and implementation has a high cost and is not as simple as it can be (or better) with Asterisk.
        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.
        Read full review

        Sangoma

        No answers on this topic

        Professional Services

        Cisco

        Scripting not supported
        Read full review

        Sangoma

        No answers on this topic

        Return on Investment

        Cisco

        • 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.
        Read full review

        Sangoma

        • being zero cost, we saved at least 3 million on what a legacy pbx would have cost
        • the savings and speed means lower cost on our service making us more competitive
        • stability
        Read full review

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