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Cisco Contact Center vs Vonage Contact Center

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Our analysts compared Cisco Contact Center vs Vonage Contact Center based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots
Cisco Contact Center Software Tool
Vonage Contact Center Software Tool
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Product Basics

Analyst Rating

94 Detailed Analysis

User Sentiment

Great User Sentiment (261 Reviews)

Analyst Rating

94 Detailed Analysis

User Sentiment

Good User Sentiment (177 Reviews)

Cisco offers a vast portfolio of products, including calling, contact center, team collaboration, meetings and devices. It delivers call treatment, omnichannel contact management, contact routing and network-to-desktop CTI over an IP infrastructure. Its flexible cloud architecture offers integration and customization along with user experience management.

It gets praise for its varied features and intelligent analytics geared towards improving productivity and customer satisfaction. However, users report that some tools are complex to use. For information about pricing, contact the sales team.

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Vonage is a cloud-based phone system that boosts agent experiences by delivering Salesforce integration into reporting, routing and user experience for a service and sales cloud. This connects with customer service management to provide an all-in-one unified stage to businesses relying on customized agent, employee and customer workflows. It provides relevant and contextual data and workflows to salespeople allowing them to collaborate across organizations and deliver results using CRM insights and skill-based routing.
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$100/User, Monthly
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Windows
Mac
Linux
Android
Chromebook
Windows
Mac
Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Boost Productivity: Automate everyday tasks to free your team to focus on your customers. Provide 24/7 support, resolve issues on the first contact, reduce wait times and personalize interactions with AI-powered tools.
  • Enhance Customer Experiences: Gain valuable customer insights through cloud data analytics and connect them with experts to improve first contact resolution. Offer proactive and personalized experiences with omnichannel support, predictive routing, CRM integration, outbound campaigns, expert collaboration and 360-degree customer journey analytics.
  • Empower Your Team: Enable your team to connect with customers anytime, anywhere. Quickly route callers to the most suitable agent or provide instant answers through virtual agents. Engage experts for complex interactions, building customer trust and providing context.
  • Optimize Workflows: Streamline team efficiency for consistent, high-quality customer service. Align your workforce management with business objectives. Ensure quality and compliance with robust quality management and call recording tools.
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  • Reliability: Keep business running with 99.9% uptime with SD-WAN and SmartWAN offerings. Access high-quality, pristine video, voice and messaging with minimum call drops, static and data loss. Take advantage of massive scale-out capabilities and flexibility with highly distributed architecture and nationwide coverage with disaster recovery, elevated QoS and business continuity. 
  • Security and Compliance: Protect customer data and company reputation with leading compliance frameworks and regulatory standards, including GDPR; SOX;FCC and CPNI; PCI for protected financial data; HITECH, HIPAA for health information and HITRUST Common Security Framework Certification.  
  • Ease of Use: Optimize business workflows with an intuitive business communications app. Be up and running with a plug-and-play mobile application that integrates easily with pre-existing systems. 
  • Unified Communications: Rely on Vonage Business Communications (VBC) that activates conversations worldwide across SMS, voice, team messaging, fax, video meetings, social and more.  
  • Mobility and Collaboration:  Increase productivity and collaborate with team and customers virtually anytime and anywhere with over 50 features and VBC. All these are supported in more than 40 countries and over 96 numbers for local inbound calling. 
  • Stellar Customer Service: Collaborate with experts across the entire organization to resolve customer issues through features such as call controls and the directory, one-click login, a single interface and a complete view of presence and availability. 
  • Flexibility: Block callers on outbound calls, change caller ID and check what people see during a call. Manage the entire system with an admin portal and establish a local presence with any local phone number. 
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  • Cloud Contact Center
    • Unified Open Platform: Enhance workflow efficiency and business processes, and integrate with business tools with its open platform architecture, agent desktop, management and reporting.
    • Routing and Queue Management: Distribute calls intelligently across teams, agents and remote agents in multiple sites. Create routing strategies to leverage skill assignments at the agent or team level. Match agent skill set and availability with customer needs, priorities and values.
    • Call Distribution: Prioritize call distribution depending on agent capabilities, Designate the way calls are distributed to salespeople and reroute them to another available agent if the prior one is elusive. Put the non-responsive worker to an unavailable state to avoid sending them calls and toggle their status back to an active state once they’re back.
    • Flow Builder: Build custom contact flows over system-generated events, including transfer, hang-up and agent answer, while handling customers with precise routing and workflows. Create, edit or validate flows before publication through an automatic drag-and-drop UI interface. Configure Call Associated Data (CAD) variables, courtesy callbacks and transfer activity based on Estimated Wait Time (EWT) and Place In Queue (PIQ) while customers hear music. Enable custom flow requests, including Dual-Tone Multi-Frequency (DTMF), playing prompts, touchtone menus, digit collection, screen pops, triggers for feedback and music in the queue with Webex Experience Management.
    • Wrap-Up Codes: Create deposition codes to track the reason for an agent’s inactivity and call’s end.
    • Callback Options: Offer customers the option to leave their contact numbers and receive a callback from agents rather than waiting in a long queue.
    • Disaster Recovery: Redirect traffic during unexpected emergencies such as transport facility outages, natural disasters and power disruptions. Be productive anytime and anywhere only with the availability of a computer, internet connectivity and phone.
    • Single Sign-On: With a one-time login, you can access all Webex applications. Integrate all call center solutions with your Webex Control Hub identity.
    • Webex Control Hub: Offer a blended administration experience for all collaboration services such as messaging, calling and contact center. Enable a simplified and seamless onboarding experience to users for multiple collaboration services through a unified interface along with security, control entitlements and compliance
    • Management Portal: Set up simple, flexible call flows and routing strategies, direct multi-skilled sales representatives to queues and administer a Default Outdial Automatic Number Identification (ANI). Monitor team performances in real time via call monitoring and dashboards, analyze customer trends by accessing historical reporting and analytics and log out team members who are inactive through the agent state dashboard.
    • Supervisory Features: Access calls and listen to conversations from a dial-in connection or corporate network without the agent or caller's knowledge. Barge in or coach during the call at any time and train the agent privately during a live discussion.
    • Email Channel Capabilities: Pull emails from multiple accounts, set up a template with signatures and greetings, route messages by the subject line keyword analysis and edit emails with rich-text capabilities. Access add-on capabilities such as attachment support with configurable limits, wrap-up codes, audible indicators for new emails, conversation history and grouping. Access email reporting in the analyzer and multi-session support for contacts.
    • Text/Social Media Capabilities: Access various features, including secure interactions, wrap-up code for chats, blind/consult transferring and conferencing, submission of customer satisfaction (CSAT) surveys, reporting on text/social interactions in Analyzer and customer satisfaction history on social channels.
    • Virtual Agent (Chat and Voice): Offer a 24/7 intuitive, self-service experience across multiple channels with a bot for less complex and simple inquiries to customers. Reduce calls to agents, leading to better customer experiences and improved productivity. Improve call containment with fewer calls escalating to agents, automate more business transactions using self-service and relieve agents from mundane and repetitive tasks.
    • CRM Integrations: CRM Integrations: Improve workflows with pre-built connectors for integration with several leading CRM systems, including Zendsk, Salesforce and MS Dynamics.
    • Flexible Cloud Migration: Take the first steps to the cloud with the "cloud-first-not-cloud-only” approach. With advanced hybrid cloud and flexible consumption services, you can achieve cloud innovation without disturbing existing on-premise models.
  • On-Premise Contact Center
    • Finesse Desktop: Improve agent performances through customizable supervisor and agent desktop layouts, personalized heading and logo, blended agents with outbound and inbound capability, screen-pop-ups with complete information about customers, phonebook, E 164 support, multi-session web chat, live data reporting, agent state and call history and drag and drop gadgets
    • Customer Surveys: Conduct surveys to understand the client’s needs and serve them better. View self-assessments and compare with other team members and boost productivity.
    • Home Agents: Use Public Switched Telephone Network (PSTN) phone devices to transfer, accept, disconnect and conference calls while Cisco Unified CCX handles interactions.
    • Workflows: Allow simple and easy configuration of complex screen-up actions via REST APIs and Finesse HTTP. Set up actions and workflows for digital and voice channels using an intuitive, logic-based interface that offers better service and reduces handle times.
    • Cloud Connect: Enable customers to connect an on-premises solution to the product’s highly redundant and secure Webex Contact Center and deliver new services and consistent reporting.
    • Next-Generation Reporting: Get live and historical data and dashboards along with flexible presentation options through the Unified Intelligence Center. View historical and live or custom reports depending on the information that needs tracking via existing studies.
    • Open System: Take advantage of hardware platforms to enable various benefits at a modest hardware cost. Access features, including Open Database Connectivity (ODBC)-compliant databases and Java interfaces for CTI applications and integrate them with existing solutions while preserving investments and offering a platform with modern applications.
    • Smart Licensing: Manage licenses across the business with a more agile method and let customers pool licenses across various sites. Redeploy when required and increase usage during burst requirements.
  • Cloud Applications
    • Predictive Analysis: Make informed decisions regarding improving customer and agent experience for positive business outcomes.
    • Financial Analysis: Access a one-page, boardroom-ready financial analysis to get budget and buy-in approval for customer experience initiatives.
    • Journey Path Analysis: Solve the attributes impacting financial metrics and customer experience to get better results.
    • Theme Analysis: Get 95% accuracy while analyzing the theme and sentiment of customers’ unstructured data through AI and machine learning.
    • Dashboards: Create a personalized dashboard and access real-time performances of agents through KPIs, comparisons and analysis.
    • Actionable Insights: Track customer experience and improve performances by turning mounds of data into real-time measurable actions through customer journey maps.
    • Closing The Loop: Improve customer experiences by listening to all customer responses and handling them in real time
    • Question Builder: Add, delete and modify questions easily. Create surveys to analyze customer experience across all channels and touchpoints.
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  • Call Flip: Transfer calls from mobile to desktop or vice versa with a single click.  
  • Cell Phone Integration: Get VoIP system functionality on a cell phone. 
  • Paperless Fax: Receive or send faxes anywhere or anytime. Access is available only in the US. 
  • Voicemail to Email: Receive voicemail recordings directly in an email inbox. 
  • Collaboration: Take advantage of features such as call to announce, call monitoring, call groups (forwarding calls to more than one extension at once) and team messaging. 
  • Conference Bridge: Connect up to 30 callers at a go with a single button. 
  • Virtual Assistant: Answer calls immediately through voice-driven, AI-enhanced natural language interactions. 
  • Call Screening: See all incoming call numbers and prioritize answering essential calls. 
  • Spam Shield:  Check all incoming calls for phone spam; the feature is only available in the U.S. 
  • Call Continuity: Get instant access to automatic call rerouting during an emergency. 
  • Click-To-Call-Me: Give customers a quick and easy way to contact and enhance customer satisfaction rate. 
  • Receptionist Console: Manage a large volume of calls (up to 50) efficiently without any disturbance or dropped calls — available in US and UK only. 
  • Smart Numbers: Program phone numbers according to the business's exact needs. Available in the US and Australia only. 
  • Single Sign-On System for Cross-Domain Identity Management (SCIM): Use company credentials to log in to the product's business communications easily with centralized authentication and password management. 
  • Video Collaboration: Connect with customers virtually from anywhere with Meetings. Get access to video and vice collaboration plus chat. Schedule meetings right from the calendar and connect up to 150 attendees in up to 25 simultaneous videos in a single session. 
  • Support Plus Powered By Soluto: Take advantage of friendly remote support for IT and tech issues. Available in the US only. 
  • SD-WAN: Prioritize bandwidth-intensive cloud applications with SmartWAN solution and get reliable and quality service for embedded voice into VBC for Teams-available only in the US. 
  • Virtual Receptionist: Create a simplified and robust phone menu system IVR, customize call routing for holidays and day-offs and route callers to the right individual or department for a streamlined experience.  
  • Call Queue: Set up detailed messaging prompts and options to help callers connect automatically to the appropriate agent.  
  • Call Continuity: Route calls anywhere from a variety of options. For instance, when the team is away from the office or during emergencies. 
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Product Ranking

#76

among all
Call Center Software

#100

among all
Call Center Software

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Analyst Rating Summary

94
94
93
96
98
100
94
94
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Platform Capabilities
Call Routing System
Mobile Capabilities
Collaboration
Voicemail and Messaging
Call Routing System
Mobile Capabilities
Platform Capabilities
Voicemail and Messaging
Calling Capabilities

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

Cisco Contact Center
Vonage Contact Center
+ Add Product + Add Product
Calling Capabilities Call Routing System Collaboration Dialers Mobile Capabilities Phone System Voice Intelligence And Analytics Voicemail And Messaging Workforce Management 93 98 94 88 97 93 90 94 88 96 100 94 75 100 94 96 100 75 0 25 50 75 100
87%
9%
4%
96%
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4%
94%
6%
0%
100%
0%
0%
86%
14%
0%
86%
14%
0%
88%
0%
12%
75%
0%
25%
100%
0%
0%
100%
0%
0%
88%
6%
6%
88%
0%
12%
88%
0%
12%
88%
13%
-1%
86%
14%
0%
100%
0%
0%
83%
0%
17%
50%
17%
33%

Analyst Ratings for Technical Requirements Customize This Data Customize This Data

100%
0%
0%
100%
0%
0%

User Sentiment Summary

Great User Sentiment 261 reviews
Good User Sentiment 177 reviews
83%
of users recommend this product

Cisco Contact Center has a 'great' User Satisfaction Rating of 83% when considering 261 user reviews from 4 recognized software review sites.

75%
of users recommend this product

Vonage Contact Center has a 'good' User Satisfaction Rating of 75% when considering 177 user reviews from 4 recognized software review sites.

4.1 (10)
4.0 (55)
4.5 (5)
4.4 (61)
4.4 (116)
4.5 (7)
3.9 (130)
2.7 (54)

Awards

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SelectHub research analysts have evaluated Vonage Contact Center and concluded it earns best-in-class honors for Call Routing System and Voicemail and Messaging.

Call Routing System Award
Voicemail and Messaging Award

Synopsis of User Ratings and Reviews

Enhanced Customer Satisfaction: Give customers a smoother, more efficient experience. Send calls to the right agent, monitor events and record conversations so customers get help faster and come back for more.
Better Teamwork: Make it easier for your team to work together. Allow them to share information and talk in real time, and help each other solve customer problems.
Business Growth: Expand your teams, connect with other tools you might use and set up the software in different ways to match your growing needs.
Smart Decision-Making: Use real-time data reporting tools to track what's happening in your call center, spot trends in customer questions and improve overall performance.
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Seamless Integrations: Vonage Contact Center effortlessly integrates with popular CRM and business applications, streamlining workflows and enhancing agent productivity.
Omnichannel Capabilities: Handle customer interactions across multiple channels (voice, email, chat, social media) from a unified platform, providing a seamless experience for both agents and customers.
Advanced Analytics and Reporting: Gain valuable insights into call center performance, agent productivity, and customer satisfaction through robust analytics and reporting tools.
AI-Powered Features: Leverage artificial intelligence to automate tasks, improve call routing, and provide real-time assistance to agents, enhancing efficiency and customer satisfaction.
Scalability and Flexibility: Vonage Contact Center scales seamlessly to meet changing business needs, allowing for easy expansion or contraction of agent capacity as required.
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Added Initial Costs: While call center software can save you money in the long haul, it can be a bit pricey to get started, especially for smaller businesses. There are the upfront costs of buying the software and then maintenance, like paying subscription fees every month. Companies need to take a good look at their budget and make sure the benefits outweigh those costs.
Connectivity Issues: Cloud-based call center software relies on a steady internet connection for agents who work from home. If the internet goes down, so does communication with customers. Companies should have backup plans in case the internet goes out so they can keep helping customers.
Limited Adaptability: Call center software comes with many features and ways to customize it, but sometimes, it might not do exactly what a business needs. This can lead to figuring out workarounds or having to buy extra software to fill in the gaps, which can make things more complicated and expensive.
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Limited Customization: Users report that Vonage Contact Center offers limited customization options, making it difficult to tailor the platform to specific business needs.
Integration Challenges: Some users have experienced difficulties integrating Vonage Contact Center with other business systems, such as CRM and ticketing platforms.
Reliability Issues: Occasional reports of system outages and call quality issues have been noted by users, impacting call center operations.
Pricing Concerns: While Vonage Contact Center offers flexible pricing plans, some users have expressed concerns about the overall cost compared to competitors.
Limited Reporting Capabilities: Users have reported that the reporting capabilities within Vonage Contact Center are not as robust as desired, making it challenging to track and analyze call center performance.
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Vonage Contact Center has received mixed reviews in the past year. Users praise its ease of use, comprehensive features, and reliable performance. They appreciate the intuitive interface, which makes it easy to navigate and manage calls. The software's robust feature set, including call routing, IVR, and CRM integration, allows businesses to tailor their contact center to their specific needs. Additionally, Vonage Contact Center's uptime and call quality are consistently high, ensuring seamless customer interactions. However, some users have expressed concerns about the software's pricing and scalability. Vonage Contact Center can be more expensive than some competing solutions, and its scalability may be limited for larger businesses. Additionally, some users have reported occasional technical glitches and integration issues with third-party applications. Overall, Vonage Contact Center is a solid choice for businesses looking for a user-friendly and feature-rich call center solution. Its strengths in ease of use, comprehensive features, and reliability make it a good option for businesses of all sizes. However, businesses should carefully consider the software's pricing and scalability before making a decision.

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Screenshots

Top Alternatives in Call Center Software

Amazon Connect
Avaya
Bright Pattern
CallHippo
CXone
Dialpad Contact Center
Five9
Genesys Cloud CX
RingCentral Contact Center
Salesforce Service Cloud
TalkDesk
Vonage Contact Center
Zendesk Talk

Related Categories

Auto Dialer Software
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Call Monitoring Software
Call Recording Software
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IVR Systems
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Automatic Call Distribution Software
Call Center Scripting Software
Call Center Software for Small Businesses
Call Monitoring Software
Computer Telephony Integration Software
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Head-to-Head Comparison

Cisco Contact Center VS Amazon Connect
Cisco Contact Center VS Avaya
Cisco Contact Center VS Bright Pattern
Cisco Contact Center VS CXone
Cisco Contact Center VS CallHippo
Cisco Contact Center VS Dialpad Contact Center
Cisco Contact Center VS Five9
Cisco Contact Center VS Genesys Cloud CX
Cisco Contact Center VS RingCentral Contact Center
Cisco Contact Center VS Salesforce Service Cloud

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