What users are saying about
71 Ratings
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Score 7.7 out of 100
87 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

Cisco Unified Contact Center

Large and complex customer environments where the call flows integrate with multiple back-end systems within a customer's Data Center are a good fit for UCCE. It also caters well for customers with a widely distributed workforce that are connected via good networking links or have remote workers. Small contact centers with simplistic call flows and no future need for complexity like Biometrics and the like would do better from choosing a contact center such as Contact Centre Express or Webex CC as an example.
Anonymous | TrustRadius Reviewer

Twilio

Twilio provides a set of highly robust building blocks for communication and connectivity. It works extremely well with our business which fluctuates in demand and we can scale up and scale down very easily at any time.Especially the programmable wireless service allows us to deploy equipment anywhere without worrying about figuring out a short term contract with the local cell carriers.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Unified Contact Center
7.2
Twilio
Agent dashboard
Cisco Unified Contact Center
7.1
Twilio
Validate callers
Cisco Unified Contact Center
7.9
Twilio
Outbound response
Cisco Unified Contact Center
6.8
Twilio
Call forwarding
Cisco Unified Contact Center
6.8
Twilio
Click-to-call (CTC)
Cisco Unified Contact Center
7.6
Twilio
Warm transfer
Cisco Unified Contact Center
6.1
Twilio
Predictive dialing
Cisco Unified Contact Center
6.9
Twilio
Interactive voice response
Cisco Unified Contact Center
7.8
Twilio
REST APIs
Cisco Unified Contact Center
7.3
Twilio
Call scripts
Cisco Unified Contact Center
7.7
Twilio
Call tracking
Cisco Unified Contact Center
8.1
Twilio
Multichannel integration
Cisco Unified Contact Center
6.7
Twilio
CRM software integration
Cisco Unified Contact Center
6.9
Twilio

Workforce Optimization (WFO)

Cisco Unified Contact Center
7.0
Twilio
Inbound call routing
Cisco Unified Contact Center
8.4
Twilio
Omnichannel inbound routing
Cisco Unified Contact Center
7.2
Twilio
Recording
Cisco Unified Contact Center
6.5
Twilio
Quality management
Cisco Unified Contact Center
6.2
Twilio
Call analytics
Cisco Unified Contact Center
7.4
Twilio
Historical reporting
Cisco Unified Contact Center
6.8
Twilio
Live reporting
Cisco Unified Contact Center
7.1
Twilio
Customer surveys
Cisco Unified Contact Center
6.8
Twilio
Customer interaction analytics
Cisco Unified Contact Center
6.9
Twilio

Pros

Cisco Unified Contact Center

  • Provides a great cradle-to-grave reporting capability of a customer journey through the Customer Contact Center.
  • Integrations with numerous third-party vendors providing the end-user several choices in vendors offering similar offerings.
  • The User community is vast, yet tight knit and collaborative spirited.
  • Documentation set is vast
  • Reliable once installed correctly and patched regularly.
James Riley | TrustRadius Reviewer

Twilio

  • Time-based one-time password (TOTP) backup - If you lose your phone or another authentication device, Authy keeps an encrypted cloud backup of your TOTPs.
  • Multi-Device Support - Your TOTPs are no longer tied to a single device - Authy supports multiple devices (including Apple Watch!).
  • Excellent User Interface - Authy makes it easy to make sure you're entering the right TOTP for your application.
Anonymous | 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

Twilio

  • Setting up response sequences should be more intuitive like an email sequence software or a chatbot service where you can send users through flows based on actions.
  • Less code setup or having a graphical user interface to set it up would be nice then to be able to just export the code of what we need and send it over to developers.
  • Easier multi-media sending for images, videos, or files needed.
Evan Laird | 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

Twilio

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

Twilio

Twilio 9.6
Based on 4 answers
The versatility of integrating this into code is just perfect. You can design your code and just use their API for specific functions. Dealing with vendors with this solution with API's is usually more complicated because they are designed with a single goal in mind, let's say appointment reminders, but with Twilio you get the essence of being free to send a text message for whatever reason, and that with custom code is a very powerful tool.
Kenny Meza | TrustRadius Reviewer

Support Rating

Cisco Unified Contact Center

Cisco Unified Contact Center 7.9
Based on 12 answers
Fully engaged support TAC team with great experience. The platform is extremely stable and rarely gives issue. With the extensive features in version 11.5, you couldn't ask for more. The sleek look and feel of the agent desktop called finesse makes extra easy for agents to manage their states and manage workflows. Above all, the BI you get from the native reporting component called CUIC is incredibly over the top. The administration of the platform is extremely easy and it can be integrated with other components to enhance functionality.
Michał Sabat | TrustRadius Reviewer

Twilio

Twilio 8.0
Based on 17 answers
I give Authy a 10 here simply because it has been so easy that I have not had to reach out to support, either Authy's or a vendor. It just works and is one less thing to worry about for 2FA. I have not lost access to a resource secured by 2FA since switching to Authy.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Cisco Unified Contact Center

Unified Contact Center proved itself best with end user requirement and also best for integration perspective where we can easily mitigate complex call flow requirements.Technically it is best to understand if our terminology is clear or protocol level knowledge is perfect.Also, if we aim to integrate third party vendors for call recording, call quality management, display, historical reporting it is the best one.
Anonymous | TrustRadius Reviewer

Twilio

Amazon Connect, Plivo, and Tokbox are other services that offer WebRTC solutions. Amazon connect, while a good solution if you're already using AWS for your website, is quite expensive compared to the other two options here. Comparatively, Plivo is slightly cheaper than Twilio WebRTC. It can be a good avenue to pursue assuming their support team is as responsive as Twilio's. Finally, Tokbox is quite a popular WebRTC solution. Their prices are comparable to Twilio's, however, their solutions can get expensive when you look to archive communications.
Anonymous | 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

Twilio

  • Our ROI was improved compared to our previous providers. Twilio Voice fees are very reasonable comparing with similar alternatives.
  • We can add easily new phone numbers for as little as US$1 for newcomers and offices, just with the click of a button inside Twilio admin console.
Anonymous | TrustRadius Reviewer

Screenshots

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

Twilio

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Twilio Editions & Modules

Edition
Programmable Messaging$0.00751
Programmable Voice$0.00852
Twilio SendGrid Marketing Campaigns$153
Programmable Video$0.00154
Twilio SendGrid Email API$14.955
Twilio Flex (Contact Center)$16
Twilio Flex (Contact Center)$1507
Programmable Voice$0.0138
Twilio Conversations$0.059
Twilio Authy$0.0910
Programmable Wireless$2.0011
Programmable Wireless$0.112
  1. per message sent or received
  2. per minute to receive a call
  3. per month for 5,000 contacts and 15,000 emails. Your first 2,000 contacts are free
  4. per min per participant
  5. per month up to 100k emails. (Up to 40k emails free for 30 days)
  6. per active user hour (5000 hours free)
  7. per named user per month (5000 hours free)
  8. per min to make a call
  9. per active user per month
  10. per authentication
  11. per SIM card
  12. per MB
Additional Pricing Details
1. Pay-as-you-go pricing: Simple usage-based pricing means you don’t get locked into big contracts. 2. Volume discounts: Discounts trigger as your usage grows, so you always get a fair price. 3. Start building today with free trial credit and full API access.

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
7.6
Twilio
9.0

Likelihood to Renew

Cisco Unified Contact Center
9.1
Twilio

Usability

Cisco Unified Contact Center
7.3
Twilio
9.6

Support Rating

Cisco Unified Contact Center
7.9
Twilio
8.0

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