Home > Call Center Software > Convoso > Convoso vs Cisco Contact Center

Convoso vs Cisco Contact Center

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Our analysts compared Convoso vs Cisco 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
Convoso Software Tool
SelectHub Award Winner
Cisco Contact Center Software Tool
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Product Basics

Analyst Rating

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Detailed Analysis

User Sentiment

Excellent User Sentiment (93 Reviews)

Analyst Rating

94 Detailed Analysis

User Sentiment

Great User Sentiment (261 Reviews)
Convoso is a cloud-based all-in-one call center that facilitates faster lead generation and conversion using different communication channels. It provides dynamic scripting, local caller ID, robust lead management and answering machine detection. It has an AI-driven multi-channel platform that helps generate more leads and results in lesser agent burnout. It’s highly customizable, and users can personalize conversation content.
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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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Product Assistance

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FAQ
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24/7 Live Support
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Product Insights

  • Reduce Costs: Eliminate the money spent on hardware and phones by using softphones. Spend only on a solid internet connection. 
  • Optimize Integration: Integrate with third-party applications to make migration easier. Use the existing PBX system instead of spending money on a different solution. 
  • Increase Productivity: Streamline workloads and adjust to specific tasks. Allow agents to handle more calls and deal with more customers. 
  • Access Effective Reporting Insights: Use intelligent and detailed reports to drive more ROI. Ensure better data performance and provide agents with smarter reporting insights. 
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  • 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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  • Answering Machine Detection: Employ highly customizable answering machine detection technology that allows agents to spend more time talking with interested customers. Ensure leads instantly connect with an agent to prevent call abandonment. 
  • Caller ID Reputation Management: Obtain information about whether numbers are flagged or blocked by carriers. Swap them with new numbers before KPIs are affected. 
  • Dynamic Scripting: Streamline all agent conversations, direct more lead conversions and reduce agent training duration. Get a personalized customer experience based on CRM data. 
  • Local Caller ID: Contact customers using local numbers to increase the chances of them answering. Select a caller ID name and number for every call. Increase connection rates and widen reach. 
  • Follow the Sun Dialing: Carefully select every lead and contact them at a preferred time when they’re most responsive. Increase response rates and improve sales. Customize dialing schedules for each state. 
  • Workflow Dialing: Call potential customers at ideal times using lead information. Send out scheduled calls to individuals without becoming too predictable. Improve connection rates and program redial leads according to call history and CRM data. 
  • Powerful Reporting Capabilities: Track real-time metrics to increase profits and improve performance. Use the customizable dashboard to schedule reports. Analyze data over a desired period — by the hour, day, week or month. 
  • Multiple Dialing Modes: Employ intelligent algorithms to zero in on agents and dial phone numbers in advance. Employ the power dialer to select contacts automatically right after a previous call ends. Reduce call drop rates and customize every ring. Review important lead information before dialing potential customers. 
  • Robust Lead Management: Identify promising leads and add them to campaigns. Provide agents with lead information for every call. Update lead information and move through the leads automatically. Set criteria for every lead campaign and allow the system to select suitable lead drivers. 
  • Customizable Dashboards: Obtain performance reports and data. Compare the performance of campaigns and individual agents. Utilize data to achieve better call handling times and enhance customer satisfaction. Select the most critical metrics and prioritize them on the dashboard. 
  • Multi Campaign Login: Enable agents to work on multiple campaigns at once. Set up A/B testing to compare various scripts belonging to a single campaign. 
  • Skills Based Routing: Implement an outbound call routing tool to potential leads with best-suited agents for better interaction. Identify agent skills and route leads based on CRM information. 
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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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Product Ranking

#34

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Call Center Software

#76

among all
Call Center Software

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Analyst Rating Summary

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Analyst Ratings for Functional Requirements Customize This Data Customize This Data

Convoso
Cisco Contact Center
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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 0 25 50 75 100
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User Sentiment Summary

Excellent User Sentiment 93 reviews
Great User Sentiment 261 reviews
91%
of users recommend this product

Convoso has a 'excellent' User Satisfaction Rating of 91% when considering 93 user reviews from 4 recognized software review sites.

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.

4.3 (6)
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4.3 (14)
4.1 (10)
4.58 (57)
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4.7 (16)
4.5 (5)
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3.9 (130)

Awards

Convoso stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.

User Favorite Award

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Synopsis of User Ratings and Reviews

Improved Agent Efficiency: Users found that Convoso's streamlined interface and intelligent call routing helped agents handle more calls efficiently, leading to increased productivity.
Enhanced Reporting and Analytics: Convoso's detailed reporting features provided valuable insights into campaign performance, agent activity, and customer interactions, enabling data-driven decision-making.
Seamless Integrations: Users appreciated Convoso's ability to integrate with other business tools, such as CRM and lead management systems, streamlining workflows and improving data synchronization.
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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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Reporting limitations: Some users have expressed frustration with the platform's reporting features, citing limitations in customization and data visualization options.
Occasional glitches: Despite generally positive reviews about its reliability, some users have reported experiencing occasional glitches or downtime with the platform.
Learning curve: A few users have mentioned that Convoso's numerous features and functionalities can lead to a steeper learning curve for new users.
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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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Want to have a convo about solutions for your call center? Convoso users rave about its ease of use, enabling them to manage their call centers more efficiently. One user even reported scaling their call center from 40 to over 100 remote agents in just two years using the platform. Users highlight Convoso's robust outbound dialing capabilities, granular reporting, and DID management as major strengths. They also appreciate the dedicated support team that's committed to their success. However, some users express concerns about the high price tag and desire more advanced gamification features in the agent-facing dashboard. Despite these drawbacks, users generally agree that Convoso is a comprehensive, industry-leading platform for both outbound and inbound call centers. Convoso seems best suited for businesses seeking a robust, all-in-one call center solution, especially those with a large remote workforce. Its strengths lie in its powerful dialing capabilities, detailed reporting, and commitment to customer success. However, businesses on a tight budget or those prioritizing extensive agent gamification features might need to weigh their options carefully.

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Screenshots

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