Cisco Unified Contact Center vs. TELUSCloud Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Unified Contact Center
Score 8.6 out of 10
N/A
Cisco Unified Contact Center is a contact center platform that can support up to 24,000 agents. It supports call routing, omnichannel integrations, and a management portal for creating customer profiles, segmentation, and resource monitoring.N/A
TELUS Cloud Contact Center (TC3)
Score 5.2 out of 10
N/A
TELUS Cloud Contact Center (TC3) is a hosted, on-demand, multi-tenant omnichannel contact center solution based on Cisco’s Hosted Collaboration platform - an end-to-end, fully managed, enterprise grade solution that allows entities to focus on their core business while leveraging TELUS International's CX expertise. TELUS International is the company formed from Xavient Digital, after that company's acquisition by TELUS in 2018.N/A
Pricing
Cisco Unified Contact CenterTELUSCloud Contact Center
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Cisco Unified Contact CenterTELUS Cloud Contact Center (TC3)
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsMust contact sales team for pricing.
More Pricing Information
Community Pulse
Cisco Unified Contact CenterTELUSCloud Contact Center
Top Pros
Top Cons
Features
Cisco Unified Contact CenterTELUSCloud Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Unified Contact Center
9.6
40 Ratings
14% above category average
TELUSCloud Contact Center
8.3
1 Ratings
1% below category average
Agent dashboard9.640 Ratings8.01 Ratings
Validate callers9.536 Ratings7.01 Ratings
Outbound response9.536 Ratings00 Ratings
Call forwarding9.637 Ratings9.01 Ratings
Click-to-call (CTC)9.630 Ratings9.01 Ratings
Warm transfer9.735 Ratings8.01 Ratings
Predictive dialing9.727 Ratings00 Ratings
Interactive voice response9.634 Ratings9.01 Ratings
REST APIs9.630 Ratings00 Ratings
Call scripts9.535 Ratings00 Ratings
Call tracking9.538 Ratings8.01 Ratings
Multichannel integration9.630 Ratings00 Ratings
CRM software integration9.430 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Cisco Unified Contact Center
9.4
41 Ratings
13% above category average
TELUSCloud Contact Center
8.2
1 Ratings
1% below category average
Inbound call routing9.738 Ratings9.01 Ratings
Omnichannel inbound routing9.630 Ratings00 Ratings
Recording8.835 Ratings8.01 Ratings
Quality management9.736 Ratings8.01 Ratings
Call analytics9.737 Ratings8.01 Ratings
Historical reporting9.539 Ratings8.01 Ratings
Live reporting9.639 Ratings00 Ratings
Customer surveys8.828 Ratings00 Ratings
Customer interaction analytics8.830 Ratings00 Ratings
Best Alternatives
Cisco Unified Contact CenterTELUSCloud Contact Center
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco Unified Contact CenterTELUSCloud Contact Center
Likelihood to Recommend
9.5
(49 ratings)
8.0
(1 ratings)
Likelihood to Renew
9.1
(5 ratings)
-
(0 ratings)
Usability
8.3
(7 ratings)
-
(0 ratings)
Support Rating
7.5
(15 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
8.0
(2 ratings)
-
(0 ratings)
Professional Services
8.0
(1 ratings)
-
(0 ratings)
User Testimonials
Cisco Unified Contact CenterTELUSCloud Contact Center
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.
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TELUS International
A universal communication platform
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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.
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TELUS International
  • Easy to [manage] users
  • Easy to setup features
  • Multiple device/apps to access the services
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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.
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TELUS International
  • Hardware features
  • Some set up are not flexible
  • Cost
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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
TELUS International
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.
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TELUS International
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.
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TELUS International
No answers on this topic
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.
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TELUS International
Shaw Smart Voice
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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.
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TELUS International
No answers on this topic
Professional Services
Cisco
Scripting not supported
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TELUS International
No answers on this topic
Return on Investment
Cisco
  • A smoother route to helping end users with critical needs
  • With quick assist while on hold, less calls come into the pool while agents have the ability to assist more critical needs
  • The ability to work remotely during an extreme event assisting end users
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TELUS International
  • Save on cost when combining other services
  • Easier to communicate with remote employees
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ScreenShots