71 Ratings
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Score 7.4 out of 100
53 Ratings
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Score 7.9 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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

ContactWorld is extremely well suited for industry specific clients. However, ContactWorld doesn't give us the necessary information for prospective clients as much as we would like. ContactWorld is less appropriate for a place to actually talk to clients, specifically for my company, we have a different software that we use for that and we love using it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Unified Contact Center
7.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.1
Agent dashboard
Cisco Unified Contact Center
7.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Validate callers
Cisco Unified Contact Center
7.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Outbound response
Cisco Unified Contact Center
7.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call forwarding
Cisco Unified Contact Center
7.4
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Click-to-call (CTC)
Cisco Unified Contact Center
7.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Warm transfer
Cisco Unified Contact Center
7.5
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Predictive dialing
Cisco Unified Contact Center
6.4
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
Interactive voice response
Cisco Unified Contact Center
7.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.0
REST APIs
Cisco Unified Contact Center
7.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.0
Call scripts
Cisco Unified Contact Center
6.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
8.0
Call tracking
Cisco Unified Contact Center
8.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
6.6
Multichannel integration
Cisco Unified Contact Center
6.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
CRM software integration
Cisco Unified Contact Center
6.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.9

Workforce Optimization (WFO)

Cisco Unified Contact Center
7.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.9
Inbound call routing
Cisco Unified Contact Center
8.0
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Omnichannel inbound routing
Cisco Unified Contact Center
7.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Recording
Cisco Unified Contact Center
6.8
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Quality management
Cisco Unified Contact Center
6.9
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Call analytics
Cisco Unified Contact Center
7.2
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Historical reporting
Cisco Unified Contact Center
7.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.7
Live reporting
Cisco Unified Contact Center
7.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.7
Customer surveys
Cisco Unified Contact Center
6.4
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0
Customer interaction analytics
Cisco Unified Contact Center
6.7
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • Ease of use with interface.
  • Chrome extension for convenience.
  • Reporting.
  • Reliability.
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

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

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 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

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 7.8
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

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

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Very similar. Both great products
Richard Kersten | 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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

  • There have been issues. I will not detail them here as they are of our own making. My cautionary tale is this - do not design in complexity. If you are not working the way the system wants to work, you are doing it wrong, and you will come unstuck as you design around it.
Simon Whight | TrustRadius Reviewer

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

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

General

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

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

Edition
Mobile$19.991
Premium$29.991
Advanced$39.991
  1. Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
6.6
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
9.9

Likelihood to Renew

Cisco Unified Contact Center
9.1
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Usability

Cisco Unified Contact Center
7.3
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Support Rating

Cisco Unified Contact Center
7.8
Vonage Contact Center for Salesforce (formerly NewVoiceMedia)
10.0

Add comparison