What users are saying about
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Top Rated
222 Ratings
57 Ratings
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Score 8 out of 100

Talkdesk

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Top Rated
222 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

Cisco Unified Contact Center

Cisco Unified Contact Center (UCCE) is best suited in the Large Enterprise Contact Centers that are geographically diverse (over 4K seats), and need to still support older ACD or PBX investments or have a need for a central routing platform to complement an array of ACD or PBX vendor connections.Nice InContact and Genesys PureCloud offerings are better suited to survive the next 5-10 years as they require less investment in deployment and implementation costs, Data Center space, hardware, etc.
James Riley | TrustRadius Reviewer

Talkdesk

It seems to me that it is good for sales-driven companies. We use it in our customer service department which covers both sales and service and its perfect for this application. Our call volume is generally pretty low. I'm not sure how well it would work in higher volume environments. As a supervisor, I do appreciate the ability to monitor calls, and call transfers work quite well -- you have the option of doing a "warm" transfer, where you can talk to your team member while the caller is on hold, or a "hot" transfer, where you just connect the caller to your team member directly.
Bill Cummings | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Unified Contact Center
7.7
Talkdesk
8.9
Agent dashboard
Cisco Unified Contact Center
7.4
Talkdesk
8.9
Validate callers
Cisco Unified Contact Center
7.9
Talkdesk
8.9
Outbound response
Cisco Unified Contact Center
7.6
Talkdesk
9.4
Call forwarding
Cisco Unified Contact Center
8.1
Talkdesk
9.1
Click-to-call (CTC)
Cisco Unified Contact Center
8.0
Talkdesk
8.9
Warm transfer
Cisco Unified Contact Center
8.3
Talkdesk
8.9
Predictive dialing
Cisco Unified Contact Center
7.6
Talkdesk
8.6
Interactive voice response
Cisco Unified Contact Center
8.0
Talkdesk
8.8
REST APIs
Cisco Unified Contact Center
7.6
Talkdesk
8.4
Call scripts
Cisco Unified Contact Center
6.8
Talkdesk
8.7
Call tracking
Cisco Unified Contact Center
8.6
Talkdesk
9.2
Multichannel integration
Cisco Unified Contact Center
7.0
Talkdesk
8.7
CRM software integration
Cisco Unified Contact Center
7.4
Talkdesk
8.6

Workforce Optimization (WFO)

Cisco Unified Contact Center
7.7
Talkdesk
9.0
Inbound call routing
Cisco Unified Contact Center
8.4
Talkdesk
9.1
Omnichannel inbound routing
Cisco Unified Contact Center
7.4
Talkdesk
9.3
Recording
Cisco Unified Contact Center
7.7
Talkdesk
9.4
Quality management
Cisco Unified Contact Center
8.0
Talkdesk
9.0
Call analytics
Cisco Unified Contact Center
7.6
Talkdesk
8.8
Historical reporting
Cisco Unified Contact Center
8.4
Talkdesk
9.2
Live reporting
Cisco Unified Contact Center
8.0
Talkdesk
9.0
Customer surveys
Cisco Unified Contact Center
6.6
Talkdesk
8.5
Customer interaction analytics
Cisco Unified Contact Center
7.0
Talkdesk
8.6

Pros

Cisco Unified Contact Center

  • Call Control & Call routing. UCCX approach is simple and effective.
  • Reporting and accounting. With workforce optimization, you go beyond-- live call intercepts, supervisory control, call recordings, evaluation forms, surveys, workflows etc.
  • Skills, CSQ, Triggers, Call control group.
  • Ease of administration.
  • Modern innovative agent desktop software.
  • Finesse Administration and API.
Anonymous | TrustRadius Reviewer

Talkdesk

  • The talk desk reporting page is easy to read and allows us to maintain our call queue seamlessly
  • Talk desk statuses help us stay organized and know what people are working on throughout the day
  • Transferring calls is made easy with the warm transfer option
Rachel Ancheta | TrustRadius Reviewer

Cons

Cisco Unified Contact Center

  • 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.
Anonymous | TrustRadius Reviewer

Talkdesk

  • We have experienced call drops from time to time.
  • There are times when callers are unable to hear our support agents.
  • Call metric reports are not very customization with Talkdesk site. So you may need to pull call data into excel to create executive reports.
Greg Zalecki Jr. | 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 10.0
Based on 1 answer
We are invested! :)
Taylor Pineiro | TrustRadius Reviewer

Usability

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 8.8
Based on 16 answers
Talkdesk is incredibly easy to use! Its usability is one of its strongest qualities. The pie charts are especially my favorite. I love that you're able to click into them to see more specific instances of your queues and availability. This is one of the biggest reasons I would use this system!
Kyler D | TrustRadius Reviewer

Support Rating

Cisco Unified Contact Center

Cisco Unified Contact Center 8.1
Based on 8 answers
Like most Cisco Products, there is a lot of documentation around Cisco Unified Contact Center (Express and Enterprise). Most of the information that is required to maintain, administer and troubleshoot an install is available on the internet or specifically on Cisco's website. There is a large community of users, engineers, etc with different use cases, challenges and solutions to fit almost any scenario. Support is also available through Cisco TAC.
Frank Paul Onwude | TrustRadius Reviewer

Talkdesk

Talkdesk 9.0
Based on 81 answers
Support is extremely well delivered in a timely manner. I have not had any situation where I have felt not supported by the team of Talkdesk. The support is there, and it makes the whole experience so much nicer, unlike other platforms were you feel isolated once you have purchased the product.
Clara Rizzo | TrustRadius Reviewer

Implementation Rating

Cisco Unified Contact Center

No score
No answers yet
No answers on this topic

Talkdesk

Talkdesk 7.0
Based on 1 answer
It was a little confusing but it was worth it!
Taylor Pineiro | TrustRadius Reviewer

Alternatives Considered

Cisco Unified Contact Center

The Avaya solution was not up to date any longer and we began a search for a one-vendor-solution. If you compare the features they are quite similar and offer benefits on both sides. We went with Cisco since they are the market-leader
Anonymous | TrustRadius Reviewer

Talkdesk

I like both Freshdesk and Close.io in addition to Talkdesk, but the main difference is Talkdesk is better for midsize-to-large enterprises. Close.io works well for 10 people, and Freshdesk can work well for just 1 or 2 support reps, but Talkdesk was the right software for a company of our size. Talkdesk is also a good solution for multi-department teams - ie, sales and support, rather than being JUST a support software or JUST a sales-team-geared software
Becky Jewell Laughton | TrustRadius Reviewer

Return on Investment

Cisco Unified Contact Center

  • 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.
Arturo Lopez | TrustRadius Reviewer

Talkdesk

  • So far, Talkdesk has been a great asset to our Customer Service Department. We have been in business for 10 years and this software has been great and multifunctional.
  • During outages with Talkdesk, it does impact our ability to reach out to our customers. Hoping for quicker resolutions when these situations happen.
  • Talkdesk is a wonderful tool during review time. Management is able to see each individual's stats and create a thorough report.
Sanaz Salmassi | TrustRadius Reviewer

Pricing Details

Cisco Unified Contact Center

General

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

Talkdesk

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
9.8
Talkdesk
8.6

Likelihood to Renew

Cisco Unified Contact Center
9.1
Talkdesk
10.0

Usability

Cisco Unified Contact Center
Talkdesk
8.8

Support Rating

Cisco Unified Contact Center
8.1
Talkdesk
9.0

Implementation Rating

Cisco Unified Contact Center
Talkdesk
7.0

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