What users are saying about
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108 Ratings

Cisco Unified Contact Center

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108 Ratings
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Score 7.8 out of 100
17 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

Cisco Unified Contact Center

In order to understand historical data, trends, and anticipated volume I need to manually piece together information from several different reports. [With Cisco Unified Contact Center it] is difficult for me to understand why calls were not handled (ie. agent availability, staffing, internal errors, complications, simply low volume, etc.) Reporting and statistics is difficult to analyze. I have trouble understanding trends. I can't anticipate growth or staffing needs.
Alyson Sherlock | TrustRadius Reviewer

Sangoma Asterisk

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Unified Contact Center
8.3
Sangoma Asterisk
Agent dashboard
Cisco Unified Contact Center
8.3
Sangoma Asterisk
Validate callers
Cisco Unified Contact Center
8.8
Sangoma Asterisk
Outbound response
Cisco Unified Contact Center
8.0
Sangoma Asterisk
Call forwarding
Cisco Unified Contact Center
8.3
Sangoma Asterisk
Click-to-call (CTC)
Cisco Unified Contact Center
8.3
Sangoma Asterisk
Warm transfer
Cisco Unified Contact Center
8.4
Sangoma Asterisk
Predictive dialing
Cisco Unified Contact Center
8.1
Sangoma Asterisk
Interactive voice response
Cisco Unified Contact Center
8.3
Sangoma Asterisk
REST APIs
Cisco Unified Contact Center
8.2
Sangoma Asterisk
Call scripts
Cisco Unified Contact Center
8.5
Sangoma Asterisk
Call tracking
Cisco Unified Contact Center
8.4
Sangoma Asterisk
Multichannel integration
Cisco Unified Contact Center
8.3
Sangoma Asterisk
CRM software integration
Cisco Unified Contact Center
7.6
Sangoma Asterisk

Workforce Optimization (WFO)

Cisco Unified Contact Center
8.1
Sangoma Asterisk
Inbound call routing
Cisco Unified Contact Center
8.6
Sangoma Asterisk
Omnichannel inbound routing
Cisco Unified Contact Center
8.5
Sangoma Asterisk
Recording
Cisco Unified Contact Center
8.5
Sangoma Asterisk
Quality management
Cisco Unified Contact Center
8.0
Sangoma Asterisk
Call analytics
Cisco Unified Contact Center
7.8
Sangoma Asterisk
Historical reporting
Cisco Unified Contact Center
7.7
Sangoma Asterisk
Live reporting
Cisco Unified Contact Center
7.7
Sangoma Asterisk
Customer surveys
Cisco Unified Contact Center
7.9
Sangoma Asterisk
Customer interaction analytics
Cisco Unified Contact Center
8.3
Sangoma Asterisk

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

Sangoma Asterisk

  • 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.
Lisa Burns | 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

Sangoma Asterisk

  • 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.
Brian Duffy | 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

Sangoma Asterisk

No score
No answers yet
No answers on this topic

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

Sangoma Asterisk

No score
No answers yet
No answers on this topic

Support Rating

Cisco Unified Contact Center

Cisco Unified Contact Center 7.7
Based on 11 answers
For call centers that don't mind a little manual work and do not want integration to other products, this solution is great! Lots of data is available and the management of call center agents is easily done with the Cisco Unified Contact Center application.
Anonymous | TrustRadius Reviewer

Sangoma Asterisk

Sangoma Asterisk 8.0
Based on 2 answers
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
Lisa Burns | TrustRadius Reviewer

Alternatives Considered

Cisco Unified Contact Center

For customers that don't prefer the cloud solutions because they're afraid of data leak and instead prefer the on-premise solution to maintain their customers' sensitive data on their contact centers, i.e. banking sector, UCCE would win. This doesn't mean the cloud CCaaS won't maintain or secure the data, sometimes it's just a matter of governmental regulations that the organization should follow/comply with. From the business requirements complexity perspective, UCCE would also win because the ecosystem, features, and capabilities within it give you the freedom to build up the contact center within that. However, you will exert extra effort in the implementation phase to fulfill that. Otherwise, you might go for CCaaS if your requirements aren't complex with fewer third-party integrations and if you need to come up with your contact center in a short implementation time.
Mostafa Awad | TrustRadius Reviewer

Sangoma Asterisk

[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.
Luca Campanelli | TrustRadius Reviewer

Return on Investment

Cisco Unified Contact Center

  • It gives us an idea of how difficult and tiresome it can be to implement a program like this for 2000+ employees.
  • We have reached AHT and CSAT goals that we have never reached before.
  • In general, it has been a good idea to implement this program despite the setbacks it gave, it has been worth it.
Brandon Marmol | TrustRadius Reviewer

Sangoma Asterisk

  • 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
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

Sangoma Asterisk

General

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

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
7.3
Sangoma Asterisk
9.4

Likelihood to Renew

Cisco Unified Contact Center
9.1
Sangoma Asterisk

Usability

Cisco Unified Contact Center
7.3
Sangoma Asterisk

Support Rating

Cisco Unified Contact Center
7.7
Sangoma Asterisk
8.0

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