What users are saying about
Cisco Unified Contact Center
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
110 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.1 out of 100
Based on 110 reviews and ratings
55 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 5.3 out of 100
Based on 55 reviews and ratings
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
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
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.
Técnico de Prevenção a Fraude
FISDesign, 1001-5000 employees
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

Verified User
Manager in Information Technology
Leisure, Travel & Tourism Company, 10,001+ employeesPros
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.

Verified User
Professional in Information Technology
Telecommunications Company, 10,001+ employeesVonage 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.

Verified User
Employee in Marketing
Marketing and Advertising Company, 51-200 employeesCons
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.
Services Team Lead - Technical Services
NTT Ltd.Information Technology and Services, 10,001+ employees
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
Database & Evaluation Manager
Wisconsin Women's Health FoundationNon-Profit Organization Management, 11-50 employees
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
Essentials | Contact sales team1 |
---|---|
Select | Contact sales team1 |
Express | Contact sales team1 |
Premium | Contact sales team1 |
- 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.

Verified User
Technician in Information Technology
Insurance Company, 201-500 employeesVonage 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.
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.
Full Stack Engineer
CensusComputer Games, 501-1000 employees
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.

Verified User
Engineer in Engineering
Information Technology & Services Company, 51-200 employeesVonage 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.

Verified User
Technician in Information Technology
Information Technology & Services Company, 11-50 employeesAlternatives 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.
Customer Operations Manager
Berxi- Berkshire Hathaway Specialty InsuranceInsurance, 1-10 employees
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.
Senior Salesforce CRM Analyst
Citation Professional SolutionsLegal Services, 201-500 employees
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.

Verified User
Consultant in Engineering
Information Technology & Services Company, 10,001+ employeesVonage 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

Verified User
Consultant in Engineering
Information Technology & Services Company, 10,001+ employeesVonage 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.
Senior Genesys System Engineer
IST NetworksInformation Technology & Services, 201-500 employees
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
Corporate Account Executive
Bectran, Inc.Computer Software, 11-50 employees