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

UJET vs Cisco Contact Center

Last Updated: November 18th, 2024

Our analysts compared UJET 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

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Product Basics

UJET is a cloud-based software designed to streamline customer service operations, making it an ideal solution for businesses looking to enhance their call center capabilities. It is particularly suited for organizations that prioritize customer satisfaction and efficiency, as it offers a suite of tools aimed at improving the quality and responsiveness of customer support. Among its key benefits are the ability to integrate with existing business systems, providing a seamless experience for both agents and customers, and its scalability, which allows businesses of all sizes to tailor the service to their needs. UJET's popular features include real-time interactions, intelligent routing, and comprehensive analytics, which help in making informed decisions and improving service quality. When compared to similar products, users often highlight UJET's user-friendly interface and the effectiveness of its customer support features. Pricing considerations vary, typically based on the volume of interactions and the specific features required, with payment options usually structured on a subscription basis.

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.

$80/User, Annually

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$100/User, Monthly

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Small

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Small

Medium

Large

Windows

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Android

Chromebook

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Mac

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Android

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Cloud

On-Premise

Mobile

Cloud

On-Premise

Mobile

Product Assistance

Documentation

In Person

Live Online

Videos

Webinars

Documentation

In Person

Live Online

Videos

Webinars

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Phone

Chat

FAQ

Forum

Knowledge Base

24/7 Live Support

Product Insights

Work Remotely: Offer customers continual support from anywhere and on any device.
Offer Support in Multiple Languages: Serve clients according to their language preferences. Establish support locations and provide international customers with localized phone numbers and serve menus in over eleven languages.
Improve Service Quality: Automatically route calls and other customer communications to the most suitable agents. Fill gaps in support with convenient AI-powered self-service options.
Customize Communications: Create and tailor rules to route incoming requests. Prioritize specific types of communications and adjust as needed.

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.

Voice Calls: Improve voice call experience, shorten call times and reduce operational costs with tools such as PSTN and in-app calling, SMS blending, call controls embedded within a CRM, click-to-call, auto-answer, codes and agent notes and scheduled callbacks.
SMS Messaging: Blend voice and SMS channels together for flexible and convenient conversations. Enhance with tools such as in-call SMS, SMS transcripts, wait time SMS, multimedia messaging and deep-link app sharing.
Chat: Automatically engage with website visitors. Improve routing accuracy via proactive triggers, messaging templates, auto-answer, business hours deflection, contextual routing and web and mobile SDKs.
Smart Actions: Authenticate users and customers using t-pin and biometric security to unlock smartphones. Prompt them to take and share photos, videos and screenshots from their photo libraries. Allow callers to communicate information without speaking out loud.
Virtual Agent: Provide guided self-service tools to customers via the AI-Powered Conversational CX virtual assistant. Minimize churn, shorten hold times and reduce the impact of volume fluctuations.
Integrations: Unify and extend CX Ecosystem through contact center software integrations with Microsoft Dynamics, Zendesk, Salesforce, Oracle, Freshdesk and Kustomer.

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

#42

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Call Center Software

#76

among all
Call Center Software

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Analyst Rating Summary

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User Sentiment Summary

93%

of users recommend this product

UJET has a 'excellent' User Satisfaction Rating of 93% when considering 745 user reviews from 3 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.

4.7 (517)

4.1 (10)

4.5 (116)

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Awards

Synopsis of User Ratings and Reviews

Simplified Workflow: Users praise UJET for its intuitive design that streamlines call center operations, allowing agents to handle customer interactions more efficiently.

Enhanced Customer Experience: UJET's ability to seamlessly integrate various communication channels, such as voice, chat, and video, enables agents to provide a more personalized and engaging customer experience.

Robust Analytics and Reporting: Users appreciate UJET's comprehensive analytics and reporting features, which provide valuable insights into call center performance and customer behavior, empowering data-driven decision-making.

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.

Limited Customization: Users express frustration over the platform's limitations in tailoring the system to their specific workflows. For instance, routing options can be restrictive, making it difficult to handle complex call flows.

Reporting Complexities: Extracting specific data or generating custom reports can be challenging. Some users find the reporting interface cumbersome and less intuitive than desired for in-depth analysis of call center performance.

Occasional Performance Issues: While generally stable, some users report occasional glitches or slowdowns, particularly during peak hours or when handling a high volume of interactions. This can disrupt operations and lead to agent frustration.

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.

User reviews from the past year suggest UJET is a powerful tool, but it's not without its drawbacks. Users praise its modern, clean interface and robust feature set, particularly highlighting its strong CRM integrations and comprehensive reporting capabilities. For example, users rave about how UJET's seamless integration with Salesforce allows agents to access customer information directly within the platform, streamlining workflows and boosting efficiency. However, some users have reported occasional glitches and stability issues, particularly with the mobile app. Others find the pricing structure complex and potentially expensive for smaller businesses. Overall, UJET seems best suited for medium to large enterprises with complex customer service needs who value a modern, feature-rich platform and are willing to invest in a premium solution. Smaller businesses or those with simpler requirements might find UJET's complexity and cost outweigh its benefits.

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FAQ

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