Cisco Unified Contact Center vs. VirtualPBX

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Unified Contact Center
Score 8.4 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
VirtualPBX
Score 8.9 out of 10
N/A
VirtualPBX is a VoIP solution that in addition to VoIP offers analog, smartphone, WebRTC, SIP Trunking & native calling options. It can also be used as a virtual contact center or virtual office solution.
$12
per month
Pricing
Cisco Unified Contact CenterVirtualPBX
Editions & Modules
No answers on this topic
Starter
$12.00
per month per user
Flex
$19.00
per month per user
Pro
$29.00
per month per user
Premier
$39.00
per month per user
Offerings
Pricing Offerings
Cisco Unified Contact CenterVirtualPBX
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeOptional
Additional DetailsMust contact sales team for pricing.Discount available for annual pricing.
More Pricing Information
Features
Cisco Unified Contact CenterVirtualPBX
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Unified Contact Center
9.5
40 Ratings
13% above category average
VirtualPBX
-
Ratings
Agent dashboard9.540 Ratings00 Ratings
Validate callers9.536 Ratings00 Ratings
Outbound response9.436 Ratings00 Ratings
Call forwarding9.537 Ratings00 Ratings
Click-to-call (CTC)9.630 Ratings00 Ratings
Warm transfer9.735 Ratings00 Ratings
Predictive dialing9.727 Ratings00 Ratings
Interactive voice response9.634 Ratings00 Ratings
REST APIs9.630 Ratings00 Ratings
Call scripts9.535 Ratings00 Ratings
Call tracking9.438 Ratings00 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
9.3
41 Ratings
12% above category average
VirtualPBX
-
Ratings
Inbound call routing9.738 Ratings00 Ratings
Omnichannel inbound routing9.630 Ratings00 Ratings
Recording8.835 Ratings00 Ratings
Quality management9.636 Ratings00 Ratings
Call analytics9.737 Ratings00 Ratings
Historical reporting9.539 Ratings00 Ratings
Live reporting9.639 Ratings00 Ratings
Customer surveys8.828 Ratings00 Ratings
Customer interaction analytics8.930 Ratings00 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
VirtualPBX
9.4
1 Ratings
14% above category average
Hosted PBX00 Ratings9.01 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings9.01 Ratings
User templates00 Ratings10.01 Ratings
Call reports00 Ratings9.01 Ratings
Directory of employee names00 Ratings10.01 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
VirtualPBX
9.4
1 Ratings
11% above category average
Answering rules00 Ratings10.01 Ratings
Call recording00 Ratings10.01 Ratings
Call park00 Ratings9.01 Ratings
Call screening00 Ratings9.01 Ratings
Message alerts00 Ratings9.01 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
VirtualPBX
9.8
1 Ratings
17% above category average
Video conferencing00 Ratings10.01 Ratings
Audio conferencing00 Ratings10.01 Ratings
Video screen sharing00 Ratings9.01 Ratings
Instant messaging00 Ratings10.01 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
VirtualPBX
9.0
1 Ratings
8% above category average
Mobile app for iOS00 Ratings9.01 Ratings
Mobile app for Android00 Ratings9.01 Ratings
Best Alternatives
Cisco Unified Contact CenterVirtualPBX
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
CloudTalk
CloudTalk
Score 9.5 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco Unified Contact CenterVirtualPBX
Likelihood to Recommend
9.4
(49 ratings)
10.0
(3 ratings)
Likelihood to Renew
9.1
(5 ratings)
10.0
(1 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 CenterVirtualPBX
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.
Read full review
VirtualPBX
We consider that it is a very complete internet call software that is worth having in all companies that want to increase their sales through customer service agents because, with all its tools, agents improve their workday by day.
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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.
Read full review
VirtualPBX
  • Customizable auto attendant
  • Reliability
  • Personalized phone conferencing
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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.
Read full review
VirtualPBX
  • Integration of the application and virtual management features in that area such as High Availability
Read full review
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
VirtualPBX
Once it works and has retain ROI.....keep it going
Read full review
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.
Read full review
VirtualPBX
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.
Read full review
VirtualPBX
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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VirtualPBX
Auto attendant and voice conference capabilities are a good value for SOHO users that need to make a positive impression upon their customers.
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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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VirtualPBX
No answers on this topic
Professional Services
Cisco
Scripting not supported
Read full review
VirtualPBX
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
Read full review
VirtualPBX
  • We have been able to improve greatly with this software, our communications and interactions with customers improved, and agent performance and productivity improved, which translates into higher profits for the company. It is easy to use this program, so it did not take us long to adapt to it and its functions.
Read full review
ScreenShots