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

Likelihood to Recommend

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.

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Verified User

Professional in Information Technology

Telecommunications Company, 10,001+ employees

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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.

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Verified User

Employee in Marketing

Marketing and Advertising Company, 51-200 employees

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Feature Rating Comparison

Cisco Unified Contact Center

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Cisco Unified Contact Center

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

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.

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James Riley

Services Team Lead - Technical Services

NTT Ltd.Information Technology and Services, 10,001+ employees

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

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Verified User

Technician in Information Technology

Information Technology & Services Company, 11-50 employees

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Cons

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.

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Verified User

Engineer in Information Technology

Government Administration Company, 501-1000 employees

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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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Emily Sullivan

Database & Evaluation Manager

Wisconsin Women's Health FoundationNon-Profit Organization Management, 11-50 employees

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Likelihood to Renew

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.

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Verified User

Technician in Information Technology

Insurance Company, 201-500 employees

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No score

No answers yet

No answers on this topic

Usability

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.

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Verified User

Professional in Information Technology

Telecommunications Company, 10,001+ employees

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No score

No answers yet

No answers on this topic

Support Rating

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.

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Verified User

Director in Customer Service

Retail Company, 10,001+ employees

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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.

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Verified User

Technician in Information Technology

Information Technology & Services Company, 11-50 employees

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Alternatives Considered

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.

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Verified User

Engineer in Customer Service

Telecommunications Company, 5001-10,000 employees

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Very similar. Both great products

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Richard Kersten

Corporate Account Executive

Bectran, Inc.Computer Software, 11-50 employees

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Return on Investment

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.

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Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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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.

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Simon Whight

Senior Salesforce CRM Analyst

Citation Professional SolutionsLegal Services, 201-500 employees

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Pricing Details

General

Free Trial

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Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Cisco Unified Contact Center Editions & Modules

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Additional Pricing Details

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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

Per Month

Additional Pricing Details

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Rating Summary

Cisco Unified Contact Center

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Cisco Unified Contact Center

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Cisco Unified Contact Center

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Cisco Unified Contact Center

Vonage Contact Center for Salesforce (formerly NewVoiceMedia)

Likelihood to Recommend