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

ReadyMode vs Cisco Contact Center

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Our analysts compared ReadyMode 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
ReadyMode Software Tool
Cisco Contact Center Software Tool
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Product Basics

Analyst Rating

we're gathering data
Detailed Analysis

User Sentiment

Good User Sentiment (39 Reviews)

Analyst Rating

94 Detailed Analysis

User Sentiment

Great User Sentiment (261 Reviews)

Readymode (formerly branded as Xencall) is a browser-based contact center solution with a predictive dialer for CRM and VoIP. It enables users to close more deals, maximize sales and increase agent productivity.

Customizable dialing speeds, personalized customer data, and built-in security and compliance features help businesses connect with more leads and build lasting client relationships.

According to user reviews, it offers an intuitive interface, customizable features and an easily scalable platform. For pricing information, you can schedule a call with the sales team.

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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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$150/License, Monthly
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$100/User, Monthly
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Product Assistance

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

Product Insights

  • Customize Features: Access custom features that can fit diverse organizational needs. Create a personalized lead profile with different form fields and organize them using call dispositions and queues. Generate customized agent statuses to show sales representatives’ availability.
  • Provide Blended Support: Offer blended channels featuring unlimited outbound and inbound calling. Take advantage of inbound call functionality, including customizable IVRS, call forwarding, call queuing and voicemail management. Get the freedom to record calls, prioritize inbound queues and select the correct configuration to strategically and effectively distribute calls and voicemails to agents.
  • Speed Up Services: Direct calls to the most suitable agent based on skillset and availability to reduce wait times. Use predictive dialing tools to optimize dialing speed to match your team's capacity. Higher answer rates and fewer abandons mean your reps spend more time talking and closing deals.
  • Ensure Compliant Sales Calls: Reduce risks with built-in features like native integrations for compliance, robust firewall security to block unauthorized access and call recording for improved agent performance.
  • Increase Conversions: Prioritize dialing lists by matching agent skill levels to lead importance and connect high-value leads with the most qualified agents.
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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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  • Agent and Dial-list Prioritization: Mark preferences for call lists on queues and agents based on lead importance and skill level. 
  • Agent Callback Calendar: Enhance team productivity with customized callback calendars and agent folders that can easily sync with Google Calendar. 
  • Appointment Calendars: Share appointment queue calendars with users to book appointments easily.
  • Automated Tasks: Prioritize email reports and dialing lists automatically to administrators on a recurring schedule. 
  • Blended Inbound and Outbound Calls: Boost team efficiency and customer satisfaction rates with fully blended, unrestricted outbound and inbound calling channels for a smooth workflow.
  • Call Recording: Record calls automatically for compliance, quality assurance and agent training.
  • Caller-ID Proximity Matching: Get phone numbers that display area codes in proximity to preexisting leads to reduce unattended call rates. 
  • Conference Calling: Access pre-configured conference platforms to multiple calling parties internally and externally. 
  • Built-in CRM: Manage leads and customers effectively via an all-in-one inherent CRM that requires no downloads and integrations. 
  • Custom Agent Statuses: Create custom statuses for agents to generate agent reports and dynamic variables. Enable supervisors to know how long the agent worked, the number of calls they could make and customer sentiments after each call.
  • Custom Profile Field: Customize customer profiles using form fields, export or import data, or target them with a dialer.
  • Dialer Speed Configuration: Adjust the speed of the dialer according to specifications and dial various channels in the background. 
  • Do-Not-Call Lists: Import, filter, export and edit DNC lists with custom filtering for detailed telemarketing compliance. 
  • Dynamic Scripts: Create sales scripts for representatives with lead data embedded within every script. These scripts help agents have personalized, engaging and productive conversations with customers.
  • Firewall Security: Restrict agents from signing in from all insecure locations to eliminate the risks of a data breach. 
  • Inbound-Queue Strategy: Intercept inbound calls from previously connected customers to maintain sales relationships.
  • Inbound-queue Strategy: Prioritize inbound queues and choose a ring configuration to distribute calls to agents. Transfer voicemail to agents from voicemail boxed and trigger email via inbound-queue voicemail. 
  • Instant Messaging: Connect with selected customers with the help of custom criteria that include lead status, lead data and more.
  • Lead Targeting: Connect with selected customers with the help of custom criteria that includes lead status, lead data and more. 
  • Live Floor Monitoring: Monitor all sales representatives in real time from a single screen with the ability to whisper, listen or barge in on a call. 
  • Reporting and Analytics: Analyze an agent’s performance and productivity on a customized dashboard through a matrix that includes customer sentiments, call duration, campaigns, and more.
  • Built-in VoIP and Web Phone: Connect with customers globally without logging in to workstations through mobile phones. 
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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

#26

among all
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

ReadyMode
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

Good User Sentiment 39 reviews
Great User Sentiment 261 reviews
78%
of users recommend this product

ReadyMode has a 'good' User Satisfaction Rating of 78% when considering 39 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.

2.25 (1)
n/a
3.5 (4)
4.1 (10)
3.89 (18)
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4.1 (16)
4.5 (5)
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4.4 (116)
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3.9 (130)

Synopsis of User Ratings and Reviews

Improved Efficiency: Automate tasks such as call routing, queuing and reporting to increase productivity and efficiency among agents.
Enhanced Customer Service: Help agents provide personalized and efficient customer service with features like call recording, CRM integration and intelligent routing.
Advanced Insights: Track key metrics such as call volume, wait times and agent performance to make data-driven business decisions.
Better Compliance: Use built-in compliance features to remain compliant with industry regulations.
Easy Customizations: Customize the software to meet industry-specific needs and workflows.
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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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High Costs: Upfront costs are associated with purchasing and implementing the software, and ongoing subscription and licensing.
Integration Challenges: Integration with existing systems and workflows can be challenging, especially if the software is incompatible with other business tools.
Security Concerns: Storing sensitive customer data in the cloud raises security concerns, and software providers must have advanced security measures to protect customer information.
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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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Readymode offers an advanced suite of call center capabilities, including a predictive dialer, built-in CRM, lead management and data reporting. Its hybrid cloud architecture leverages the power of AWS and CloudFlare to deliver top-tier security, and ensure efficient and secure calling.Users praise Readymode's smooth interface and interactive features, making it suitable for teams with varying technical skill levels. The software is adaptable to growing business needs, and easily accommodates an increasing number of agents and call volumes.Some users note that its reporting features need more detail and customization. A few reviews mention occasional issues with responsiveness and resolution times from the customer support team.All things considered, Readymode is an excellent choice for businesses looking to increase sales, build stronger customer relationships and manage risk effectively.

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Screenshots

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