Cisco Unified Contact Center vs. Vonage Contact Center for Salesforce

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Unified Contact Center
Score 7.8 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
Vonage Contact Center for Salesforce
Score 7.7 out of 10
N/A
ContactWorld for Salesforce is a call center software offering from NewVoiceMedia. As its name suggests, it is optimized for integrating with Salesforce's CRM solutions.N/A
Pricing
Cisco Unified Contact CenterVonage Contact Center for Salesforce
Editions & Modules
No answers on this topic
Essentials
Contact sales team
Contact sales team
Select
Contact sales team
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Express
Contact sales team
Contact sales team
Premium
Contact sales team
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Offerings
Pricing Offerings
Cisco Unified Contact CenterVonage Contact Center for Salesforce
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 CenterVonage Contact Center for Salesforce
Top Pros
Top Cons
Features
Cisco Unified Contact CenterVonage Contact Center for Salesforce
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Unified Contact Center
9.7
40 Ratings
15% above category average
Vonage Contact Center for Salesforce
6.0
4 Ratings
32% below category average
Agent dashboard9.740 Ratings3.02 Ratings
Validate callers9.636 Ratings8.03 Ratings
Outbound response9.636 Ratings3.02 Ratings
Call forwarding9.737 Ratings3.13 Ratings
Click-to-call (CTC)9.730 Ratings7.04 Ratings
Warm transfer9.835 Ratings5.14 Ratings
Predictive dialing9.827 Ratings9.01 Ratings
Interactive voice response9.734 Ratings5.03 Ratings
REST APIs9.730 Ratings8.02 Ratings
Call scripts9.735 Ratings8.01 Ratings
Call tracking9.638 Ratings2.03 Ratings
Multichannel integration9.730 Ratings10.01 Ratings
CRM software integration9.630 Ratings7.04 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
Vonage Contact Center for Salesforce
6.5
4 Ratings
24% below category average
Inbound call routing9.838 Ratings7.03 Ratings
Omnichannel inbound routing9.730 Ratings10.02 Ratings
Recording8.834 Ratings4.14 Ratings
Quality management9.835 Ratings5.13 Ratings
Call analytics9.836 Ratings4.13 Ratings
Historical reporting9.639 Ratings4.14 Ratings
Live reporting9.739 Ratings4.14 Ratings
Customer surveys8.627 Ratings10.02 Ratings
Customer interaction analytics8.729 Ratings10.02 Ratings
Best Alternatives
Cisco Unified Contact CenterVonage Contact Center for Salesforce
Small Businesses
CloudTalk
CloudTalk
Score 9.4 out of 10
CloudTalk
CloudTalk
Score 9.4 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 CenterVonage Contact Center for Salesforce
Likelihood to Recommend
9.6
(49 ratings)
2.1
(6 ratings)
Likelihood to Renew
9.1
(5 ratings)
-
(0 ratings)
Usability
8.3
(7 ratings)
-
(0 ratings)
Support Rating
7.5
(16 ratings)
10.0
(1 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 CenterVonage Contact Center for Salesforce
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
Vonage
If an organiziation was fully on Salesforce and rely on that type of routing, I would recommend Vonage to them. They would also need a good support system to be able to build/maintain and manage it as well. If they do not need this or have the bandwidth, I would not recommend this product at all. They also struggled with our billing and could not tell us what they were charging for
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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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Vonage
  • The design of ContactWorld is wonderful, very easy to use and not too busy on the eyes.
  • ContactWorld also makes it easier to find specific clients for specific industries, the groupings of everything are nice and neat and easy to use.
  • ContactWorld has made it much easier for my company to stay on the same page regarding customer information and interest.
Read full review
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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Vonage
  • Third party implementation consult
  • British date format and time zone in U.S. market
  • No one answers their 800 number on their website
  • Report is not easy to read
  • Calls that were not answered wouldn’t make it to Salesforce report
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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
Vonage
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.
Read full review
Vonage
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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Vonage
I have personally not used their support, but I hear from our admin that it is good.
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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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Vonage
Noble was the outgoing system. If you are in the UK, then you find that there is little support from the US function for any challenges you face. It feels like Noble is aware of Salesforce, however it doesn't really integrate with Salesforce. Natterbox also looked like a good product, however I feel they are a little while off being on the same level as New Voice Media. It's worth throwing them in the mix with any consideration though.
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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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Vonage
No answers on this topic
Professional Services
Cisco
Scripting not supported
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Vonage
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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Vonage
  • Saved us time
  • Saved us manual effort
  • Improved efficiency
  • Made our sales jobs easier
  • More time spent toward other goals due to this simple tool
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ScreenShots