Cisco Unified Contact Center vs. Mattersight Predictive Behavioral Routing (discontinued)

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
Mattersight PBR
Score 6.0 out of 10
Enterprise companies (1,001+ employees)
The former Mattersight Predictive Behavioral Routing was a solution to route inbound calls to agents best able to handle any particular kind of call. The product is no longer available for sale since NICE System's acquisition of Mattersight.N/A
Pricing
Cisco Unified Contact CenterMattersight Predictive Behavioral Routing (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Cisco Unified Contact CenterMattersight PBR
Free Trial
NoYes
Free/Freemium Version
NoNo
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 CenterMattersight Predictive Behavioral Routing (discontinued)
Top Pros
Top Cons
Features
Cisco Unified Contact CenterMattersight Predictive Behavioral Routing (discontinued)
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
Mattersight Predictive Behavioral Routing (discontinued)
-
Ratings
Agent dashboard9.540 Ratings00 Ratings
Validate callers9.536 Ratings00 Ratings
Outbound response9.436 Ratings00 Ratings
Call forwarding9.537 Ratings00 Ratings
Click-to-call (CTC)9.630 Ratings00 Ratings
Warm transfer9.735 Ratings00 Ratings
Predictive dialing9.727 Ratings00 Ratings
Interactive voice response9.634 Ratings00 Ratings
REST APIs9.630 Ratings00 Ratings
Call scripts9.535 Ratings00 Ratings
Call tracking9.438 Ratings00 Ratings
Multichannel integration9.630 Ratings00 Ratings
CRM software integration9.430 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
Mattersight Predictive Behavioral Routing (discontinued)
-
Ratings
Inbound call routing9.738 Ratings00 Ratings
Omnichannel inbound routing9.630 Ratings00 Ratings
Recording8.835 Ratings00 Ratings
Quality management9.636 Ratings00 Ratings
Call analytics9.737 Ratings00 Ratings
Historical reporting9.539 Ratings00 Ratings
Live reporting9.639 Ratings00 Ratings
Customer surveys8.828 Ratings00 Ratings
Customer interaction analytics8.930 Ratings00 Ratings
Best Alternatives
Cisco Unified Contact CenterMattersight Predictive Behavioral Routing (discontinued)
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
8x8 Contact Center
8x8 Contact Center
Score 7.7 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Eleveo
Eleveo
Score 9.1 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Calabrio Teleopti WFM
Calabrio Teleopti WFM
Score 7.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco Unified Contact CenterMattersight Predictive Behavioral Routing (discontinued)
Likelihood to Recommend
9.4
(49 ratings)
7.6
(4 ratings)
Likelihood to Renew
9.1
(5 ratings)
-
(0 ratings)
Usability
8.3
(7 ratings)
8.0
(1 ratings)
Support Rating
7.5
(15 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
8.0
(2 ratings)
-
(0 ratings)
Professional Services
8.0
(1 ratings)
-
(0 ratings)
User Testimonials
Cisco Unified Contact CenterMattersight Predictive Behavioral Routing (discontinued)
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.
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Discontinued Products
Mattersight Predictive Behavioral Routing (PBR) would be very well suited for larger call/contact center environments. The overall benefit grows when there are many agents that handle similar call types. Additionally, the PBR database continues to grow. However, depending on the organization, getting the most of the benefits from the system requires the database to have phone numbers that are likely to call in to the center. Therefore, it would be beneficial for them to collect the calls that are being received so the phone numbers of future calls are in the database.
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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
Discontinued Products
  • Routes callers to agents who have best fit for their personality (thereby increasing revenue and revenue retained).
  • Contains governors to minimize the impact on agents and customers during busy periods.
  • Ease of integration into our existing infrastructure.
  • Sales/support teams from Mattersight are fantastic.
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.
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Discontinued Products
  • ISG could use more in depth reporting that is available on demand.
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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
Discontinued Products
No answers on this topic
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.
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Discontinued Products
No answers on this topic
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.
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Discontinued Products
No answers on this topic
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.
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Discontinued Products
The sales team was knowledgeable; easy to work with; their list of clients was impressive, and the cost was right. The free trial was essential to us testing the product.
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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.
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Discontinued Products
No answers on this topic
Professional Services
Cisco
Scripting not supported
Read full review
Discontinued Products
No answers on this topic
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
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Discontinued Products
  • Positive ROI
  • Still assessing customer satisfaction
  • Still assessing employee satisfaction
Read full review
ScreenShots