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

Plivo vs Cisco Contact Center

Last Updated: November 18th, 2024

Our analysts compared Plivo 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.

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Product Basics

Plivo is a cloud-based communication platform that excels in providing services tailored for call centers, among other communication needs. It's particularly well-suited for businesses looking for scalable, reliable solutions to manage their customer interactions through voice calls. One of the key benefits of Plivo is its ability to seamlessly integrate with existing business systems, allowing for a more streamlined operation. Users often highlight its robust set of features, including voice call functionality, SMS capabilities, and advanced call routing, which collectively enhance the efficiency of call center operations. When compared to similar products, Plivo is frequently praised for its clear pricing structure, which typically involves a pay-as-you-go model, making it a cost-effective choice for businesses of all sizes. This flexibility in pricing, combined with its comprehensive feature set, positions Plivo as a competitive option for businesses aiming to optimize their call center performance.

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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Mobile

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Product Assistance

Documentation

In Person

Live Online

Videos

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Documentation

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Videos

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Phone

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FAQ

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24/7 Live Support

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Product Insights

Boost SMS Capabilities: Get a minimum base rate of 40 SMS per second. Send text messages to thousands of people at high speed using SMS short codes (short numbers that can be read and remembered easily)
Improve Call Functionalities: Make conference calls through an application and create/set up using the product's application API. Assign a number to this app and call that number to connect to a conference call.
Optimize Inbound and Outbound Integration: Integrate existing phone systems or call center software. Make outbound calls, receive inbound calls and save call recordings, call logs and billing information.

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.

SMS API
- Support: Communicate with customers in any language, including Japanese, Arabic and Chinese, along with emojis and symbols via built-in Unicode, GSM and character set support.
- Long Message Concatenation: Eliminate the chances of sending split messages and access automatically concatenated long messages seamlessly across global networks.
- Delivery Report Notification: Receive global delivery notification of messages in real time and track performance and delivery rates of accounts.
- Messaging Queuing: Send multiple messages in a single API request.
- MMS Rich Media Support: Send and receive videos, photos, picture clips and audio clips using the same phone number.
- Message Body Purging: Delete message content from the detail record and purge debug logs after 30 days.
- Data Protection: Get access to disable mask phone numbers and logging to protect personal information.
- Smart Rate Limiting: Stay docile with messaging frequency and regulations for source numbers in different countries.
- Automatic Opt-Out Handling: Handle replies such as cancel and stop on long codes automatically.
- Intelligent Message Encoding: Ensure delivery of messages to Unicode's unsupportive networks by replacing Unicode characters with similar GSM characters.
- Number Pooling: Boost delivery rate by spreading messages across many phone numbers to reach users in time.
- Conversion API: Ensure the best delivery with real-time feedback from the application.
- Local Match: Access a local number to send messages to users from different regions to improve read rates.
Voice API
- Play Audio Prompts: Play pre-recorded audio files during live calls and create announcements, prompts or music on hold.
- Text-to-Speech: Speak with customers in 28 accents by choosing from a suite of SSML voices powered by Amazon Polly.
- Dual-Channel Call Recording: Record, retrieve and store calls. Recordings are stored encrypted and dual-channel by default.
- Custom Caller ID: Increase the connect rates for outbound calls and set a custom caller ID number that should show up on caller’s phones.
- Digit Input: Recognize digits from an agent’s keypads during a live call and control call flow based on the input.
- Global Conference Calling: Integrate audio conferencing and multi-party calls into apps and build advanced call center functionality.
- IVR Menus: Create IVR menus with text and audio for prompts. Direct customers to the right team, department or agent and build IVR applications with automatic speech recognition (ASR).
- Parallel and Sequential Dialing: Forward calls to various phones in sequential order or at once and build call hunting sequences.
- Supervisor Coaching: Improve agent performance by providing real-time coaching on live calls.
- Call Whisper: Announce customized whisper messages before the call gets answered by a support or sales agent.
- Answering Machine Detection: Detect whether a call got answered by a machine or human and plan future actions accordingly.
- Voicemail Transcription: Get access to real-time, premium and accurate voicemail transcriptions.
- Platform Queuing: Make several inbound calls with a single API request.
- Real-time Call Notification: Receive callbacks over webhooks in real time and get detailed information, including call status, duration and billing info using API.
- Detailed Debug Logs: Troubleshoot or debug issues faster by drilling down to the details to analyze root causes.
- Server Side SDKs: Program in any language with server-side SDKs in Java, Python, C#, PHP, Node.js and Golang
- Reusable Templates: Add strong functionality quickly with an array of ready-to-use templates.
Zentrunk
- IP Authentication: Access or authenticate SIP trunks using IP credentials or authentication for added security.
- Encrypted Trunks: Secure trunks with Secure Real-Time Transport Protocol (SRTP) and Transport Layer Security (TLS).
- Fraud Protection and Alerts: Detect and get automatic alerts to any fraudulent activity on the account.
- Self-Service: Easily manage and access account analytics, SIP trunks and logs.
- Separated Trucks: Initiate easy traffic management and segmentation with the SIP domain.
Phone Numbers
- Search: Look for prefixes or numbers ranging across more than 120 countries and refine results based on region, capabilities and number types.
- Purchase: Get frictionless allocation, purchase and instant activation and make purchases at sub-account or account levels.
Number Lookup API: Determine number type, carrier, country and format for any phone number across the globe starting at $0.004 per API request.

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.

Product Ranking

#31

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#76

among all
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Analyst Rating Summary

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User Sentiment Summary

90%

of users recommend this product

Plivo has a 'excellent' User Satisfaction Rating of 90% when considering 578 user reviews from 5 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.

4.5 (419)

4.1 (10)

4.46 (78)

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4.5 (76)

4.5 (5)

3.7 (3)

4.4 (116)

4.0 (2)

3.9 (130)

Awards

Synopsis of User Ratings and Reviews

Features: Approximately 83% of users said that the product offers robust features that help save call center minutes. It also has many pre-built functions, such as the "press one to accept," that give users the ability to quickly create a prototype of the user interaction without any coding requirement.

Scalability: The platform is feature-rich according to about 100% of users. It comes with SMS failure detection and notification capabilities that help enhance operational workflows.

Customization: The product offers rich customization capabilities according to 100% of users.

Customer Support: According to 100% of users, support representatives promptly answer all urgent support needs.

User Interface: Approximately 100% of users said they like the product's user interface because of its simplicity. It can also integrate easily with other software.

API: The product offers an easy and well-documented API according to 100% of users.

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.

Add-ons: According to 60% of users, the product lacks many added features such as RCS capabilities, bridge libraries that can translate XML format to other formats and community support.

Documentation: More than 80% of users said that documentation is very detailed and tedious.

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.

Plivo is a cloud-based communication system that helps digitize and modernize business interactions. Users can automatically interact with peers and customers in over 190 countries using text messages. Based on reviews, the product offers a modern, intuitive and easily navigable interface. It is scalable, customizable and offers several features that optimize tasks. On the downside, users complain about the unavailability of many add-ons to make processes smoother. Moreover, the initial documentation is also incredibly daunting. All in all, it's an ideal choice for all small, mid, large and new businesses in almost all sectors.

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