What users are saying about
72 Ratings
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Score 7.4 out of 100
1 Rating
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Score 8 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

Ytel

Ytel is an excellent choice for all of your cold calling needs. It allows incoming and outgoing calls to agents so sales calls are simplified.
Tammy Gutierrez | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Unified Contact Center
7.2
Ytel
8.2
Agent dashboard
Cisco Unified Contact Center
7.2
Ytel
9.0
Validate callers
Cisco Unified Contact Center
7.6
Ytel
5.0
Outbound response
Cisco Unified Contact Center
7.0
Ytel
Call forwarding
Cisco Unified Contact Center
7.4
Ytel
Click-to-call (CTC)
Cisco Unified Contact Center
7.5
Ytel
Warm transfer
Cisco Unified Contact Center
7.5
Ytel
7.0
Predictive dialing
Cisco Unified Contact Center
6.4
Ytel
10.0
Interactive voice response
Cisco Unified Contact Center
7.7
Ytel
REST APIs
Cisco Unified Contact Center
7.2
Ytel
Call scripts
Cisco Unified Contact Center
6.7
Ytel
9.0
Call tracking
Cisco Unified Contact Center
8.0
Ytel
9.0
Multichannel integration
Cisco Unified Contact Center
6.6
Ytel
CRM software integration
Cisco Unified Contact Center
6.6
Ytel

Workforce Optimization (WFO)

Cisco Unified Contact Center
7.1
Ytel
9.5
Inbound call routing
Cisco Unified Contact Center
8.0
Ytel
10.0
Omnichannel inbound routing
Cisco Unified Contact Center
7.1
Ytel
Recording
Cisco Unified Contact Center
6.8
Ytel
10.0
Quality management
Cisco Unified Contact Center
6.9
Ytel
9.0
Call analytics
Cisco Unified Contact Center
7.2
Ytel
9.0
Historical reporting
Cisco Unified Contact Center
7.7
Ytel
9.0
Live reporting
Cisco Unified Contact Center
7.1
Ytel
10.0
Customer surveys
Cisco Unified Contact Center
6.4
Ytel
Customer interaction analytics
Cisco Unified Contact Center
6.7
Ytel

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

Ytel

  • Ytel is very user friendly.
  • Ytel keeps track of my employees time and makes sure their time is productive.
  • Ytel has EXCELLENT customer support.
Tammy Gutierrez | 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

Ytel

  • Reporting could be simplified a little more.
  • The chat function between employees needs to be updated.
Tammy Gutierrez | 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

Ytel

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

Ytel

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

Ytel

Ytel 10.0
Based on 2 answers
Support is always available via chat or telephone. Support staff is very knowledgeable and helpful. In the 8 years that we have used Ytel, I have never had a bad support experience. Top-notch customer service!!!
Tammy Gutierrez | 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

Ytel

We chose Ytel because of the ease of use, affordability and excellent customer support
Tammy Gutierrez | 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

Ytel

  • Forces my employees to be more productive.
  • Data management is simplified.
  • Ytel is very affordable.
Tammy Gutierrez | 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

Ytel

General

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

Ytel Editions & Modules

Edition
Local$1.001
Toll Free$2.001
Short Code$500.001
  1. Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Cisco Unified Contact Center
6.6
Ytel
8.0

Likelihood to Renew

Cisco Unified Contact Center
9.1
Ytel

Usability

Cisco Unified Contact Center
7.3
Ytel

Support Rating

Cisco Unified Contact Center
7.8
Ytel
10.0

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