What users are saying about
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Top Rated
110 Ratings
9 Ratings

Cisco Unified Contact Center

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Top Rated
110 Ratings
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Score 8.2 out of 100
9 Ratings
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Score 6.8 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%
8.0

Ytel

80%
Cisco Unified Contact Center ranks higher in 12/13 features

Agent dashboard

8.5
85%
35 Ratings
8.1
81%
2 Ratings

Validate callers

8.7
87%
31 Ratings
7.8
78%
2 Ratings

Outbound response

8.2
82%
31 Ratings
8.0
80%
1 Rating

Call forwarding

8.5
85%
33 Ratings
8.0
80%
1 Rating

Click-to-call (CTC)

8.4
84%
26 Ratings
8.0
80%
1 Rating

Warm transfer

8.6
86%
30 Ratings
7.9
79%
2 Ratings

Predictive dialing

8.3
83%
22 Ratings
8.1
81%
2 Ratings

Interactive voice response

8.6
86%
29 Ratings
8.0
80%
1 Rating

REST APIs

8.4
84%
25 Ratings
8.0
80%
1 Rating

Call scripts

8.5
85%
30 Ratings
8.1
81%
2 Ratings

Call tracking

8.4
84%
33 Ratings
8.1
81%
2 Ratings

Multichannel integration

8.4
84%
25 Ratings
8.0
80%
1 Rating

CRM software integration

7.7
77%
25 Ratings
8.0
80%
1 Rating

Workforce Optimization (WFO)

8.4

Cisco Unified Contact Center

84%
8.1

Ytel

81%
Cisco Unified Contact Center ranks higher in 9/9 features

Inbound call routing

8.9
89%
33 Ratings
8.1
81%
2 Ratings

Omnichannel inbound routing

8.5
85%
25 Ratings
8.0
80%
1 Rating

Recording

8.7
87%
32 Ratings
8.1
81%
2 Ratings

Quality management

8.5
85%
31 Ratings
8.1
81%
2 Ratings

Call analytics

8.3
83%
32 Ratings
8.1
81%
2 Ratings

Historical reporting

8.1
81%
34 Ratings
8.1
81%
2 Ratings

Live reporting

8.2
82%
34 Ratings
8.1
81%
2 Ratings

Customer surveys

8.2
82%
25 Ratings
8.0
80%
1 Rating

Customer interaction analytics

8.6
86%
27 Ratings
8.0
80%
1 Rating

Attribute Ratings

  • Ytel is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

7.8

Cisco Unified Contact Center

78%
43 Ratings
8.0

Ytel

80%
2 Ratings

Likelihood to Renew

9.1

Cisco Unified Contact Center

91%
5 Ratings

Ytel

N/A
0 Ratings

Usability

8.3

Cisco Unified Contact Center

83%
7 Ratings

Ytel

N/A
0 Ratings

Support Rating

7.5

Cisco Unified Contact Center

75%
18 Ratings
10.0

Ytel

100%
2 Ratings

Contract Terms and Pricing Model

8.0

Cisco Unified Contact Center

80%
2 Ratings

Ytel

N/A
0 Ratings

Professional Services

8.0

Cisco Unified Contact Center

80%
1 Rating

Ytel

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

Ytel

Ytel is perfect for creating engagement workflows and improving the customer experience by getting scalable calling capability in a few simple steps by accessing communications quickly and easily. It is a platform that offers the ease of communicating with potential clients effectively through voice and SMS, amplifying the participation of clients in a dynamic way with total security.
Mariolis Ferrer | 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

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

  • 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

Ytel

  • Ytel is a contact center software that makes it easy to connect with our customers from anywhere, saving waiting time and money on travel. It is an intelligent and fun way to communicate with our customers safely and immediately. It's a commercial telephone system that leaves as results committed agents and satisfied customers and is a complete tool that offers excellent and flexible features.
Mariolis Ferrer | 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.

Ytel

General

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

Starting Price

$1 per month

Ytel Editions & Modules

Edition
Local$1.001
Toll Free$2.001
Short Code$500.001
  1. per month
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

Ytel

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

Ytel

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

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

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

Ytel

Ytel, in addition to being intelligent, flexible, and highly collaborative, provides a quality service but is very easy to use. A real-time communications software that allows you to interact by phone or SMS using a web-based workflow with two-way messaging, securely adding and editing contacts with customizable fields using various communication strategies.
Mariolis Ferrer | 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

Ytel

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

Ytel

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

Ytel

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

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