What users are saying about
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108 Ratings
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Top Rated
392 Ratings

Cisco Unified Contact Center

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108 Ratings
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Score 7.8 out of 100

Talkdesk

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Top Rated
392 Ratings
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Score 8.3 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

Talkdesk

Talkdesk has been very well suited to our organization (the only organization in which I've used Talkdesk) and was the best fit at the time we signed on for the service. It can easily handle the 50-300+ agents and average of a five-digit weekly call volume that we have experienced over the past five years. Additionally, we've used it across both remote and center-based agents on Mac, PC, and Chrome based hardware with no global issues or difficulties. There may be volumes or infrastructures that would prevent Talkdesk from consideration, however I have not personally experienced any limitations.
Travis McCully | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Unified Contact Center
8.3
Talkdesk
8.4
Agent dashboard
Cisco Unified Contact Center
8.3
Talkdesk
8.3
Validate callers
Cisco Unified Contact Center
8.8
Talkdesk
8.6
Outbound response
Cisco Unified Contact Center
8.0
Talkdesk
8.0
Call forwarding
Cisco Unified Contact Center
8.3
Talkdesk
8.6
Click-to-call (CTC)
Cisco Unified Contact Center
8.3
Talkdesk
8.9
Warm transfer
Cisco Unified Contact Center
8.4
Talkdesk
9.1
Predictive dialing
Cisco Unified Contact Center
8.1
Talkdesk
7.7
Interactive voice response
Cisco Unified Contact Center
8.3
Talkdesk
8.6
REST APIs
Cisco Unified Contact Center
8.2
Talkdesk
8.1
Call scripts
Cisco Unified Contact Center
8.5
Talkdesk
7.9
Call tracking
Cisco Unified Contact Center
8.4
Talkdesk
8.5
Multichannel integration
Cisco Unified Contact Center
8.3
Talkdesk
8.1
CRM software integration
Cisco Unified Contact Center
7.6
Talkdesk
8.3

Workforce Optimization (WFO)

Cisco Unified Contact Center
8.1
Talkdesk
8.5
Inbound call routing
Cisco Unified Contact Center
8.6
Talkdesk
8.7
Omnichannel inbound routing
Cisco Unified Contact Center
8.5
Talkdesk
8.2
Recording
Cisco Unified Contact Center
8.5
Talkdesk
9.3
Quality management
Cisco Unified Contact Center
8.0
Talkdesk
8.5
Call analytics
Cisco Unified Contact Center
7.8
Talkdesk
8.5
Historical reporting
Cisco Unified Contact Center
7.7
Talkdesk
8.4
Live reporting
Cisco Unified Contact Center
7.7
Talkdesk
8.5
Customer surveys
Cisco Unified Contact Center
7.9
Talkdesk
8.2
Customer interaction analytics
Cisco Unified Contact Center
8.3
Talkdesk
8.1

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

Talkdesk

  • The interface is great. It's familiar, very similar to that on your smartphone.
  • The updates to the Live Dashboard are incredible. It is obvious that they spent time in making meaningful improvements.
  • Talkdesk support is top-notch. They are always kind and extremely responsive.
  • As an admin, the controls are nice and constantly updated.
Anonymous | 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

Talkdesk

  • We would like to see improvements with the UI. There are some small things that are hard to use, even after the improvements.
  • We need the ability to share reports with others. Currently, each person has to make their own reports, which can be time consuming for the inexperienced.
  • From an administrative perspective, we would like the ability to edit or remove things like call queues (ring groups) and the recordings we use to communicate info to the customer.
Sara Shepherd | 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

Talkdesk

Talkdesk 8.5
Based on 8 answers
It's not a 10 because we're always open to some technological, fiscal improvement that may come along. I've opted for an 8 because the product is reliable and easy to use. It fits our current needs for the most part. However, we would like to see some improvement in the reporting and easy call tracking/identification if/when questions come up regarding a particular call.
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

Talkdesk

Talkdesk 9.1
Based on 100 answers
[Talkdesk] is very user friendly. We got very positive reactions from our callcenter [employees]. They are very happy with this software because it is easy to use for them at home. Also the admin dashboard is very easy to use for me and my colleagues. The interface is very clear.
Anonymous | TrustRadius Reviewer

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

Talkdesk

Talkdesk 8.7
Based on 185 answers
If Talkdesk had a dedicated phone support line I would have given this rating an overall 10. Their knowledge base is absolutely HUGE and at times very helpful. It's easy to search through and their customer support chat system works perfectly fine, but there are just some times that you need to speak to a human on the phone to ensure you are always on the same page.
Mark de Gruiter | TrustRadius Reviewer

Implementation Rating

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 8.4
Based on 64 answers
Setup was easy enough and we were able to start making and taking calls within a week's time. The integrations did take us a little longer to get fully to where we wanted everything. Once it was all complete, there is minimal fuss to keep the system running smoothly and accurately.
Chase Slovak | 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

Talkdesk

Talkdesk is a bit easier to use and it had the HIPAA and security features we needed in order to support our customers according to our agreements. We liked Zendesk but we couldn't reach an agreement. [Additionally,] Talkdesk is easier to use.
Anonymous | 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

Talkdesk

  • The average handle times have been reduced by about 5 minutes.
  • We have been able to increase productivity via our international ability to use the system and thus, multiple time zones.
  • We are able to use the recordings for many things, but a new way is in our employee training.
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

Cisco Unified Contact Center Editions & Modules

Additional Pricing Details
Must contact sales team for pricing.

Talkdesk

General

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

Talkdesk Editions & Modules

Edition
Professional$651
Professional +Contact sales team
EnterpriseContact sales team
  1. per seat/per month
  2. none
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
7.3
Talkdesk
8.8

Likelihood to Renew

Cisco Unified Contact Center
9.1
Talkdesk
8.5

Usability

Cisco Unified Contact Center
7.3
Talkdesk
9.1

Support Rating

Cisco Unified Contact Center
7.7
Talkdesk
8.7

Implementation Rating

Cisco Unified Contact Center
Talkdesk
8.4

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