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Top Rated
110 Ratings

Cisco Unified Contact Center

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Top Rated
110 Ratings
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Score 8.1 out of 100
3 Ratings
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Score 8.4 out of 100

Feature Set Ratings

  • TELUS (formerly Xavient Digital) Cloud Contact Center (TC3) ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

8.4

Cisco Unified Contact Center

84%
9.5

TELUS Cloud Contact Center (TC3)

95%
TELUS (formerly Xavient Digital) Cloud Contact Center (TC3) ranks higher in 12/13 features

Agent dashboard

8.5
85%
35 Ratings
9.1
91%
2 Ratings

Validate callers

8.7
87%
31 Ratings
8.6
86%
2 Ratings

Outbound response

8.2
82%
31 Ratings
10.0
100%
1 Rating

Call forwarding

8.5
85%
33 Ratings
9.5
95%
2 Ratings

Click-to-call (CTC)

8.4
84%
26 Ratings
9.5
95%
2 Ratings

Warm transfer

8.6
86%
30 Ratings
9.1
91%
2 Ratings

Predictive dialing

8.3
83%
22 Ratings
10.0
100%
1 Rating

Interactive voice response

8.6
86%
29 Ratings
9.5
95%
2 Ratings

REST APIs

8.4
84%
25 Ratings
9.0
90%
1 Rating

Call scripts

8.5
85%
30 Ratings
10.0
100%
1 Rating

Call tracking

8.4
84%
33 Ratings
8.5
85%
2 Ratings

Multichannel integration

8.4
84%
25 Ratings
10.0
100%
1 Rating

CRM software integration

7.7
77%
25 Ratings
10.0
100%
1 Rating

Workforce Optimization (WFO)

8.4

Cisco Unified Contact Center

84%
9.5

TELUS Cloud Contact Center (TC3)

95%
TELUS (formerly Xavient Digital) Cloud Contact Center (TC3) ranks higher in 9/9 features

Inbound call routing

8.9
89%
33 Ratings
9.5
95%
2 Ratings

Omnichannel inbound routing

8.5
85%
25 Ratings
10.0
100%
1 Rating

Recording

8.7
87%
32 Ratings
9.1
91%
2 Ratings

Quality management

8.5
85%
31 Ratings
9.1
91%
2 Ratings

Call analytics

8.3
83%
32 Ratings
9.1
91%
2 Ratings

Historical reporting

8.1
81%
34 Ratings
9.1
91%
2 Ratings

Live reporting

8.2
82%
34 Ratings
10.0
100%
1 Rating

Customer surveys

8.2
82%
25 Ratings
10.0
100%
1 Rating

Customer interaction analytics

8.6
86%
27 Ratings
10.0
100%
1 Rating

Attribute Ratings

  • TELUS (formerly Xavient Digital) Cloud Contact Center (TC3) is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

7.8

Cisco Unified Contact Center

78%
43 Ratings
9.1

TELUS Cloud Contact Center (TC3)

91%
2 Ratings

Likelihood to Renew

9.1

Cisco Unified Contact Center

91%
5 Ratings

TELUS Cloud Contact Center (TC3)

N/A
0 Ratings

Usability

8.3

Cisco Unified Contact Center

83%
7 Ratings

TELUS Cloud Contact Center (TC3)

N/A
0 Ratings

Support Rating

7.5

Cisco Unified Contact Center

75%
18 Ratings

TELUS Cloud Contact Center (TC3)

N/A
0 Ratings

Contract Terms and Pricing Model

8.0

Cisco Unified Contact Center

80%
2 Ratings

TELUS Cloud Contact Center (TC3)

N/A
0 Ratings

Professional Services

8.0

Cisco Unified Contact Center

80%
1 Rating

TELUS Cloud Contact Center (TC3)

N/A
0 Ratings

Likelihood to Recommend

Cisco Unified Contact Center

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.
Gustavo Alves | TrustRadius Reviewer

TELUS Cloud Contact Center (TC3)

TELUS Cloud Contact Center offers the best cloud services software to handle customer requests, place an order, track product delivery experience, and handle a lot of customers, it enables co-browsing and talking to customers and screen sharing all is possible at the operational level 24/7. It takes customer experience to a higher level is because it invested in the latest tech in order to bring seamless cloud services across devices and apps anywhere and at any time that saving time and cost as well. It actively encourages users to engage customers remotely no matter whether they are at home or at the enterprise. Its contact support is one of the best features of the product. It let you collaborate with new tech apparatus and various platforms without much cost and hassle. Thanks, TELUS Cloud Contact Center.
Sayed Manzar Hassan | TrustRadius Reviewer

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

TELUS Cloud Contact Center (TC3)

  • Easy to [manage] users
  • Easy to setup features
  • Multiple device/apps to access the services
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

TELUS Cloud Contact Center (TC3)

  • At times glitches show up while connecting several apps, however, it is not difficult to fix and manage across multiple platforms.
  • The cost of the apparatus is not so competitive in order to pull more customers to the international market, that being said, if an individual wants to set up a home-based contact center then it has to be affordable like it offers services to big enterprises.
  • Here and there is some mess with functionality while the connecting voices of multiple customers can be easily fixable.
Sayed Manzar Hassan | TrustRadius Reviewer

Pricing Details

Cisco Unified Contact Center

General

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

Starting Price

TELUS Cloud Contact Center (TC3)

General

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

Starting Price

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

TELUS Cloud Contact Center (TC3)

No score
No answers yet
No answers on this topic

Usability

Cisco Unified Contact Center

Cisco Unified Contact Center 8.3
Based on 7 answers
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.
Pratham Radadiya | TrustRadius Reviewer

TELUS Cloud Contact Center (TC3)

No score
No answers yet
No answers on this topic

Support Rating

Cisco Unified Contact Center

Cisco Unified Contact Center 7.5
Based on 18 answers
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.
Anonymous | TrustRadius Reviewer

TELUS Cloud Contact Center (TC3)

No score
No answers yet
No answers on this topic

Alternatives Considered

Cisco Unified Contact Center

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.
Alyson Sherlock | TrustRadius Reviewer

TELUS Cloud Contact Center (TC3)

Shaw Smart Voice
Anonymous | TrustRadius Reviewer

Contract Terms and Pricing Model

Cisco Unified Contact Center

Cisco Unified Contact Center 8.0
Based on 2 answers
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.
Anonymous | TrustRadius Reviewer

TELUS Cloud Contact Center (TC3)

No score
No answers yet
No answers on this topic

Professional Services

Cisco Unified Contact Center

Cisco Unified Contact Center 8.0
Based on 1 answer
Scripting not supported
Anonymous | TrustRadius Reviewer

TELUS Cloud Contact Center (TC3)

No score
No answers yet
No answers on this topic

Return on Investment

Cisco Unified Contact Center

  • 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.
Mostafa Awad | TrustRadius Reviewer

TELUS Cloud Contact Center (TC3)

  • Cloud integration is easy on multiple channel apps and CRM gives the best response and saves time.
  • There is not any glitch in the voice handling of customers and agents easily route calls to remote agents.
  • Co-browsing and screen sharing is the best feature of its multitasking while one call with the consumer.
Sayed Manzar Hassan | TrustRadius Reviewer

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