Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Unified Contact Center
Score 8.4 out of 10
N/A
Cisco Unified Contact Center is a contact center platform that can support up to 24,000 agents. It supports call routing, omnichannel integrations, and a management portal for creating customer profiles, segmentation, and resource monitoring.N/A
Zoom
Score 8.3 out of 10
N/A
Zoom is a unified communications platform primarily known for its use as a web conferencing tool. It features HD video and audio, collaboration tools, chat functionality, and an enterprise cloud phone system.
$5
per month per license
Pricing
Cisco Unified Contact CenterZoom
Editions & Modules
No answers on this topic
Add-On Zoom Translated Captions
$5
per month per license
Add-On - Zoom Whiteboard
$24.90
per year
Pro
$149.90
per year per user
Business
$199.90
per year per user
Business Plus
$250.00
per year per user
Add-On - Conference Room Connector
$499
per year
Basic
Free
Enterprise
Custom
Add-On - Large Meetings
starting at $600
per year
Add-On - Cloud Storage
starting at $120
per year
Add-On Audio Conferencing
starting at $1200
per year
Add-On Zoom Phone Power Pack
Starting at $300
per year per user
Add-On - Zoom IQ for Sales
Contact Sales
Add-On - Quality of Service Subscription
Contact Sales
Offerings
Pricing Offerings
Cisco Unified Contact CenterZoom
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsMust contact sales team for pricing.
More Pricing Information
Community Pulse
Cisco Unified Contact CenterZoom
Considered Both Products
Cisco Unified Contact Center

No answer on this topic

Zoom
Chose Zoom
We have used both of these solutions. In our case, both were locally hosted, so we had to maintain the platform that ran the solution ourselves. That need is completely gone with Zoom. Running those solutions on in-house computers was relatively easy, but interfacing with …
Top Pros
Top Cons
Features
Cisco Unified Contact CenterZoom
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Unified Contact Center
9.5
40 Ratings
13% above category average
Zoom
-
Ratings
Agent dashboard9.540 Ratings00 Ratings
Validate callers9.436 Ratings00 Ratings
Outbound response9.336 Ratings00 Ratings
Call forwarding9.537 Ratings00 Ratings
Click-to-call (CTC)9.530 Ratings00 Ratings
Warm transfer9.635 Ratings00 Ratings
Predictive dialing9.627 Ratings00 Ratings
Interactive voice response9.534 Ratings00 Ratings
REST APIs9.630 Ratings00 Ratings
Call scripts9.435 Ratings00 Ratings
Call tracking9.338 Ratings00 Ratings
Multichannel integration9.530 Ratings00 Ratings
CRM software integration9.330 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Cisco Unified Contact Center
9.3
41 Ratings
12% above category average
Zoom
-
Ratings
Inbound call routing9.638 Ratings00 Ratings
Omnichannel inbound routing9.530 Ratings00 Ratings
Recording8.835 Ratings00 Ratings
Quality management9.636 Ratings00 Ratings
Call analytics9.737 Ratings00 Ratings
Historical reporting9.439 Ratings00 Ratings
Live reporting9.539 Ratings00 Ratings
Customer surveys8.828 Ratings00 Ratings
Customer interaction analytics8.930 Ratings00 Ratings
Performance & Compatibility of Online Events Software
Comparison of Performance & Compatibility of Online Events Software features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
Zoom
7.3
707 Ratings
11% below category average
High quality audio00 Ratings7.9701 Ratings
High quality video00 Ratings7.8703 Ratings
Screen Sharing
Comparison of Screen Sharing features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
Zoom
7.6
695 Ratings
6% below category average
Desktop sharing00 Ratings8.1694 Ratings
Online Meetings / Events
Comparison of Online Meetings / Events features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
Zoom
7.6
700 Ratings
5% below category average
Calendar integration00 Ratings7.6623 Ratings
Meeting initiation00 Ratings7.9682 Ratings
Record meetings / events00 Ratings7.7656 Ratings
Online Events Collaboration
Comparison of Online Events Collaboration features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
Zoom
7.5
611 Ratings
3% below category average
Live chat00 Ratings7.7593 Ratings
Online Events Security
Comparison of Online Events Security features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
Zoom
7.3
588 Ratings
3% below category average
User authentication00 Ratings6.9509 Ratings
Participant roles & permissions00 Ratings7.1562 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
Zoom
5.4
12 Ratings
40% below category average
Hosted PBX00 Ratings4.56 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings5.39 Ratings
Directory of employee names00 Ratings6.410 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
Zoom
6.8
16 Ratings
19% below category average
Answering rules00 Ratings7.47 Ratings
Call recording00 Ratings8.114 Ratings
Call park00 Ratings5.710 Ratings
Call screening00 Ratings6.510 Ratings
Message alerts00 Ratings6.312 Ratings
Business SMS/External Messaging00 Ratings6.75 Ratings
Voicemail Transcription00 Ratings7.19 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
Zoom
7.4
15 Ratings
14% below category average
Mobile app for iOS00 Ratings8.014 Ratings
Mobile app for Android00 Ratings6.810 Ratings
Unified Communications Platform and Collaboration
Comparison of Unified Communications Platform and Collaboration features of Product A and Product B
Cisco Unified Contact Center
-
Ratings
Zoom
5.7
8 Ratings
27% below category average
Centralized communications management00 Ratings5.06 Ratings
Team messaging00 Ratings5.38 Ratings
Team document sharing00 Ratings6.77 Ratings
Call and meeting analytics00 Ratings5.86 Ratings
Best Alternatives
Cisco Unified Contact CenterZoom
Small Businesses
CloudTalk
CloudTalk
Score 9.7 out of 10
Nextiva Business Phone Service
Nextiva Business Phone Service
Score 8.9 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.7 out of 10
Nextiva Business Phone Service
Nextiva Business Phone Service
Score 8.9 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Cisco Unified Communications Manager (Call Manager)
Cisco Unified Communications Manager (Call Manager)
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco Unified Contact CenterZoom
Likelihood to Recommend
9.3
(49 ratings)
7.2
(723 ratings)
Likelihood to Renew
9.1
(5 ratings)
4.4
(16 ratings)
Usability
8.3
(7 ratings)
7.2
(39 ratings)
Availability
-
(0 ratings)
10.0
(1 ratings)
Performance
-
(0 ratings)
10.0
(1 ratings)
Support Rating
7.5
(15 ratings)
6.4
(37 ratings)
Implementation Rating
-
(0 ratings)
9.6
(7 ratings)
Configurability
-
(0 ratings)
7.0
(1 ratings)
Contract Terms and Pricing Model
8.0
(2 ratings)
7.9
(13 ratings)
Ease of integration
-
(0 ratings)
10.0
(1 ratings)
Product Scalability
-
(0 ratings)
10.0
(1 ratings)
Professional Services
8.0
(1 ratings)
9.2
(8 ratings)
Vendor post-sale
-
(0 ratings)
10.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
10.0
(1 ratings)
User Testimonials
Cisco Unified Contact CenterZoom
Likelihood to Recommend
Cisco
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.
Read full review
Zoom
Zoom is a good program. I don't feel it has the best security but it is easy to use and served us well during the non-contact period we went through. We were able to have face to face contact wirh remote employees because of zoom. We are not a technical company but Zoom allowed us to function during challenging times.
Read full review
Pros
Cisco
  • 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.
Read full review
Zoom
  • I love how easy it is to set the focus on the presenter. It is annoying when people don't spotlight themselves as a presenter, so you get to see the whole gallery of attendees in smaller, two-inch windows.
  • I like the capability of having break-out rooms. Even though I don't use them very often, it is nice to have them available if the right situation presents itself for smaller group chats.
  • The recording quality is better than I have experienced with other products (Microsoft Teams, WebEx, etc.), and the fact that it is already an MP4, so I don't have to convert it for publishing on our intranet is huge to me.
Read full review
Cons
Cisco
  • 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.
Read full review
Zoom
  • Sharing zoom complete information is not visible on the screen, and also a bit is confusing minimizing and maximizing.
  • Every time someone enters the chat, a chat box appears on my screen, and some features are missing from this version.
  • Automatic conference connection based on a schedule isn't an option, and neither is enhanced security measures.
Read full review
Likelihood to Renew
Cisco
if it is up to me I would maintain its use. I was not able to make those decisions previously.
Read full review
Zoom
We're sticking with Zoom for the foreseeable future--given its compelling feature set, ease of use, and advanced technology, there's just no other competition to be excited about. Plus it's a Gartner-recognized industry leader, so it's a rather easy choice.
Read full review
Usability
Cisco
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.
Read full review
Zoom
Zoom has been very good in terms of usability as I have rarely had issues joining the meetings on desktop and it has always provided me with a stable audio and video and it makes it very easy for me to get through any meetings without much problem. I have found that it helps create a very friendly environment with my team through the creation of conferences and moderated chat rooms.
Read full review
Reliability and Availability
Cisco
No answers on this topic
Zoom
There have been less than a handful of outages during our two years with Zoom, and whenever there was one, an email informing us of the outage went out immediately, and they had the issue resolved shortly thereafter.
Read full review
Performance
Cisco
No answers on this topic
Zoom
Zoom has among the best performance of any video conference platform, as I've mentioned several times. Besides that, their Chat platform works great, and their back end always runs smooth. It's unfortunate that reporting can now only be done by one month at a time, but nonetheless, it only takes a second to run any kind of Zoom report, whether it's an attendee report, Poll results, a user report, a list of meetings from the past month, etc.
Read full review
Support Rating
Cisco
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.
Read full review
Zoom
As I've written before, Zoom makes us feel like we matter and that we're a client rather than a customer. They want us to succeed and they put in the time to make sure that we do. I feel like they're more of a business partner rather than simply a vendor or supplier. They spent a lot of time onboarding with us, giving us demos, helping us get set up, and then giving us follow-up to be sure it's going well.
Read full review
Implementation Rating
Cisco
No answers on this topic
Zoom
If you receive any pushback from higher ups, point to any of the various positive reviews like this one. Or show Zoom's excellent Gartner report, or articles describing Zoom's partnership with Sequoia capital. It's not difficult to show how Zoom is a trustworthy industry leader with best-in-class technology.
Read full review
Alternatives Considered
Cisco
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.
Read full review
Zoom
Zoom cannot be beaten for ubiquity - 100% of my clients and prospective clients are already familiar with Zoom. This is the #1 reason why I use Zoom. Additionally, Zoom integrates with AcuityScheduling, saving me a lot of time in creating meetings and adding them to the calendar. Zoom is disappointing in terms of video quality, interactivity features, and privacy. In cases where I need to use the recording of webinars for digital products, I will always use Crowdcast, and in cases where privacy is essential, I will use JitsiMeet.
Read full review
Contract Terms and Pricing Model
Cisco
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.
Read full review
Zoom
Overall I feel it is a fair price for what you pay for and the time constraints are not an issue at all. Zoom allows users to be on there for hours and hours and also you can launch as many meetings as you want. Overall I am very happy with using Zoom for our business.
Read full review
Scalability
Cisco
No answers on this topic
Zoom
Because the Basic licenses are completely free, and because it's very easy to configure and install Zoom, and because anyone can join Zoom from a link without needing an account, scaling is a Breeze. There are absolutely no roadblocks. My company keeps adding more Zoom Pro license every week since it's so in demand. We were able to convert users from several different platforms onto Zoom with no trouble at all.
Read full review
Professional Services
Cisco
Scripting not supported
Read full review
Zoom
The professional service that Zoom offers us in a particular way has been really successful for us to diversify functions and highlight others that allow us to link our remote work in a much more effective way.
Read full review
Return on Investment
Cisco
  • A smoother route to helping end users with critical needs
  • With quick assist while on hold, less calls come into the pool while agents have the ability to assist more critical needs
  • The ability to work remotely during an extreme event assisting end users
Read full review
Zoom
  • It enables me to send and receive messages from my team members during video calls, handling online presentations.
  • With the ability to quickly stop, mute, and even receive notifications when someone enters or exits the meeting room, I'm never obligated to show up while making a call.
  • It is possible to record online meetings for future reference and more effective customer service. As we dealt with a lockdown, Zoom helped our business run smoothly.
Read full review
ScreenShots