72 Ratings
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Score 7.4 out of 100
2 Ratings
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Score 3.3 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

Verint Express (formerly KANA Express), discontinued

If your business has more than 50 users, don't use KANA Express. User management and setup is not intuitive, and back-end email management takes a large amount of time.If your business emails more than one recipient and expects replies from more than one recipient, don't use KANA Express. The system is built for one-question-in, one-answer-out. Anything more than that requires extra customization or is impossible, according to their development team.If managing your inbound email either internally or externally is critical to your operations, don't use KANA Express. Downtime is more frequent than is acceptable, and their Netherlands advanced support team's hours make down-time in the western hemisphere a lot longer than it needs to be.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Unified Contact Center
7.2
Verint Express (formerly KANA Express), discontinued
Agent dashboard
Cisco Unified Contact Center
7.2
Verint Express (formerly KANA Express), discontinued
Validate callers
Cisco Unified Contact Center
7.6
Verint Express (formerly KANA Express), discontinued
Outbound response
Cisco Unified Contact Center
7.0
Verint Express (formerly KANA Express), discontinued
Call forwarding
Cisco Unified Contact Center
7.4
Verint Express (formerly KANA Express), discontinued
Click-to-call (CTC)
Cisco Unified Contact Center
7.5
Verint Express (formerly KANA Express), discontinued
Warm transfer
Cisco Unified Contact Center
7.5
Verint Express (formerly KANA Express), discontinued
Predictive dialing
Cisco Unified Contact Center
6.4
Verint Express (formerly KANA Express), discontinued
Interactive voice response
Cisco Unified Contact Center
7.7
Verint Express (formerly KANA Express), discontinued
REST APIs
Cisco Unified Contact Center
7.2
Verint Express (formerly KANA Express), discontinued
Call scripts
Cisco Unified Contact Center
6.7
Verint Express (formerly KANA Express), discontinued
Call tracking
Cisco Unified Contact Center
8.0
Verint Express (formerly KANA Express), discontinued
Multichannel integration
Cisco Unified Contact Center
6.6
Verint Express (formerly KANA Express), discontinued
CRM software integration
Cisco Unified Contact Center
6.6
Verint Express (formerly KANA Express), discontinued

Workforce Optimization (WFO)

Cisco Unified Contact Center
7.1
Verint Express (formerly KANA Express), discontinued
Inbound call routing
Cisco Unified Contact Center
8.0
Verint Express (formerly KANA Express), discontinued
Omnichannel inbound routing
Cisco Unified Contact Center
7.1
Verint Express (formerly KANA Express), discontinued
Recording
Cisco Unified Contact Center
6.8
Verint Express (formerly KANA Express), discontinued
Quality management
Cisco Unified Contact Center
6.9
Verint Express (formerly KANA Express), discontinued
Call analytics
Cisco Unified Contact Center
7.2
Verint Express (formerly KANA Express), discontinued
Historical reporting
Cisco Unified Contact Center
7.7
Verint Express (formerly KANA Express), discontinued
Live reporting
Cisco Unified Contact Center
7.1
Verint Express (formerly KANA Express), discontinued
Customer surveys
Cisco Unified Contact Center
6.4
Verint Express (formerly KANA Express), discontinued
Customer interaction analytics
Cisco Unified Contact Center
6.7
Verint Express (formerly KANA Express), discontinued

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

Verint Express (formerly KANA Express), discontinued

  • Allows you to manage multiple email queues with different business rules.
  • User interface is somewhat intuitive, allowing users to navigate fairly easily.
  • Admin controls allow for a considerable variety of customization.
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

Verint Express (formerly KANA Express), discontinued

  • KANA Express is NOT set up for business models where email is conversational and involves multiple recipients and responses. If your business model is one-question-in, one-answer-out, then KANA Express will probably work for you.
  • Since signing on with them, KANA Express' support team has been severely lacking in expertise and acceptable turnaround times, especially when the platform encounters a system-wide issue to leads to downtime. Our assigned sales contacts jumped ship with the company almost immediately after we went live, which is never a good sign.
  • Admin panel and functions are very antiquated and not user-friendly at all. Email management through the admin tool lacks crucial insight that prevents admin users from being able to easily route and manage emails. Our organization had to write our own KANA user guides that KANA Express then took and started using themselves and for other clients.
  • The KANA Express platform does not have proper spam or auto-reply management tools. Admin users must manually turn off the KANA Express auto-response emails in order to prevent email loops with other parties' auto-responses.
  • Analytics options are lacking. Admin users must run at least three separate reports in order to gather appropriate insight as to user activities and metrics.
  • Email queue/user set up is not intuitive. If adding a new queue or user, all users must be manually adjusted to include that new queue. There is no mass-edit tool for KANA Express users.
Anonymous | 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

Verint Express (formerly KANA Express), discontinued

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

Verint Express (formerly KANA Express), discontinued

No score
No answers yet
No answers on this topic

Support Rating

Cisco Unified Contact Center

Cisco Unified Contact Center 7.8
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

Verint Express (formerly KANA Express), discontinued

No score
No answers yet
No answers on this topic

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

Verint Express (formerly KANA Express), discontinued

No answers on this topic

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

Verint Express (formerly KANA Express), discontinued

  • KANA Express was originally presented as an excellent alternative to Fastraq, an email management system that was in EOL during the time we were shopping for alternatives. Unfortunately, our originally planned ROI was not achieved due to lost functionality and broken sales promises, leaving us with an email management system that's built more on workarounds than out-of-the-box solutions, requiring considerable time for admin activities that could be avoided by a better-designed system.
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

Verint Express (formerly KANA Express), discontinued

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
6.6
Verint Express (formerly KANA Express), discontinued
3.0

Likelihood to Renew

Cisco Unified Contact Center
9.1
Verint Express (formerly KANA Express), discontinued

Usability

Cisco Unified Contact Center
7.3
Verint Express (formerly KANA Express), discontinued

Support Rating

Cisco Unified Contact Center
7.8
Verint Express (formerly KANA Express), discontinued

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