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Top Rated
110 Ratings

Cisco Unified Contact Center

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Top Rated
110 Ratings
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Score 8.1 out of 100
55 Ratings
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Score 5.3 out of 100

Feature Set Ratings

  • Cisco Unified Contact Center ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

8.4

Cisco Unified Contact Center

84%
6.1

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

61%
Cisco Unified Contact Center ranks higher in 11/13 features

Agent dashboard

8.5
85%
35 Ratings
3.0
30%
2 Ratings

Validate callers

8.7
87%
31 Ratings
8.2
82%
3 Ratings

Outbound response

8.2
82%
31 Ratings
3.0
30%
2 Ratings

Call forwarding

8.5
85%
33 Ratings
3.6
36%
3 Ratings

Click-to-call (CTC)

8.4
84%
26 Ratings
7.3
73%
4 Ratings

Warm transfer

8.6
86%
30 Ratings
5.5
55%
4 Ratings

Predictive dialing

8.3
83%
22 Ratings
9.0
90%
1 Rating

Interactive voice response

8.6
86%
29 Ratings
5.0
50%
3 Ratings

REST APIs

8.4
84%
25 Ratings
8.0
80%
2 Ratings

Call scripts

8.5
85%
30 Ratings
8.0
80%
1 Rating

Call tracking

8.4
84%
33 Ratings
2.0
20%
3 Ratings

Multichannel integration

8.4
84%
25 Ratings
10.0
100%
1 Rating

CRM software integration

7.7
77%
25 Ratings
7.3
73%
4 Ratings

Workforce Optimization (WFO)

8.4

Cisco Unified Contact Center

84%
6.8

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

68%
Cisco Unified Contact Center ranks higher in 6/9 features

Inbound call routing

8.9
89%
33 Ratings
7.3
73%
3 Ratings

Omnichannel inbound routing

8.5
85%
25 Ratings
10.0
100%
2 Ratings

Recording

8.7
87%
32 Ratings
4.6
46%
4 Ratings

Quality management

8.5
85%
31 Ratings
5.5
55%
3 Ratings

Call analytics

8.3
83%
32 Ratings
4.6
46%
3 Ratings

Historical reporting

8.1
81%
34 Ratings
4.6
46%
4 Ratings

Live reporting

8.2
82%
34 Ratings
4.6
46%
4 Ratings

Customer surveys

8.2
82%
25 Ratings
10.0
100%
2 Ratings

Customer interaction analytics

8.6
86%
27 Ratings
10.0
100%
2 Ratings

Attribute Ratings

  • Cisco Unified Contact Center is rated higher in 1 area: Likelihood to Recommend
  • Vonage Contact Center for Salesforce (formerly NewVoiceMedia) is rated higher in 1 area: Support Rating

Likelihood to Recommend

7.8

Cisco Unified Contact Center

78%
43 Ratings
2.7

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

27%
6 Ratings

Likelihood to Renew

9.1

Cisco Unified Contact Center

91%
5 Ratings

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

N/A
0 Ratings

Usability

8.3

Cisco Unified Contact Center

83%
7 Ratings

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

N/A
0 Ratings

Support Rating

7.5

Cisco Unified Contact Center

75%
18 Ratings
10.0

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

100%
1 Rating

Contract Terms and Pricing Model

8.0

Cisco Unified Contact Center

80%
2 Ratings

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

N/A
0 Ratings

Professional Services

8.0

Cisco Unified Contact Center

80%
1 Rating

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

N/A
0 Ratings

Likelihood to Recommend

Cisco Unified Contact Center

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.
Gustavo Alves | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

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
Anonymous | TrustRadius Reviewer

Pros

Cisco Unified Contact Center

  • 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.
Anonymous | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • 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.
Anonymous | TrustRadius Reviewer

Cons

Cisco Unified Contact Center

  • 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.
James Riley | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • 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
Emily Sullivan | TrustRadius Reviewer

Pricing Details

Cisco Unified Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

Cisco Unified Contact Center Editions & Modules

Additional Pricing Details
Must contact sales team for pricing.

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

$0 Contact sales team

Vonage Contact Center for Salesforce (formerly NewVoiceMedia) Editions & Modules

Edition
EssentialsContact sales team1
SelectContact sales team1
ExpressContact sales team1
PremiumContact sales team1
  1. Contact sales team
Additional Pricing Details

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

Usability

Cisco Unified Contact Center

Cisco Unified Contact Center 8.3
Based on 7 answers
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.
Pratham Radadiya | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

Support Rating

Cisco Unified Contact Center

Cisco Unified Contact Center 7.5
Based on 18 answers
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.
Anonymous | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Vonage Contact Center for Salesforce (formerly NewVoiceMedia) 10.0
Based on 1 answer
I have personally not used their support, but I hear from our admin that it is good.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Cisco Unified Contact Center

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.
Alyson Sherlock | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

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.
Simon Whight | TrustRadius Reviewer

Contract Terms and Pricing Model

Cisco Unified Contact Center

Cisco Unified Contact Center 8.0
Based on 2 answers
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.
Anonymous | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

Professional Services

Cisco Unified Contact Center

Cisco Unified Contact Center 8.0
Based on 1 answer
Scripting not supported
Anonymous | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

No score
No answers yet
No answers on this topic

Return on Investment

Cisco Unified Contact Center

  • Simplifications in the suite are needed because we faced hard times with its implementation.
  • The product is price worthy when comparing it with what it really provides and offers.
  • Helps large-size organizations/businesses provide a good customer experience that complies with their complex business requirements.
Mostafa Awad | TrustRadius Reviewer

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • 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
Richard Kersten | TrustRadius Reviewer

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