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

Cisco Contact Center vs Dialpad Contact Center

Last Updated:

Our analysts compared Cisco Contact Center vs Dialpad 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
Dialpad Contact Center Software Tool
SelectHub Award Winner
Get Free Demo Demo    Request Pricing Pricing
Get Free Demo Demo    Request Pricing Pricing

Product Basics

Analyst Rating

94 Detailed Analysis

User Sentiment

Great User Sentiment (261 Reviews)

Analyst Rating

90 Detailed Analysis

User Sentiment

Great User Sentiment (686 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.

read more...
Dialpad Contact Center is a cloud-based, inbound customer support product that enhances agent efficiency and unlocks communication insights in a user-friendly interface. It works across all personal devices and provides video, voice, group messaging, MMS, SMS, conferencing, document sharing and screening services. This system comes with tools to unify business communications in the cloud, including custom IVR, company mainline, social profiles and Google Apps integration.
read more...
$100/User, Monthly
Free Trial is available →
Get a free price quote
Tailored to your specific needs
$75/User, Monthly
Free Trial is available →
Get a free price quote
Tailored to your specific needs
Small 
i
Medium 
i
Large 
i
Small 
i
Medium 
i
Large 
i
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.
read more...
  • Seamless Omnichannel Experience: Dialpad Contact Center unifies all communication channels, including voice, email, chat, and social media, into a single, intuitive platform, enabling agents to effortlessly handle customer inquiries from any channel.
  • AI-Powered Automation: Leverage AI-driven features like call routing, sentiment analysis, and automated responses to streamline operations, reduce agent workload, and enhance customer satisfaction.
  • Real-Time Performance Monitoring: Gain valuable insights into agent performance, call metrics, and customer satisfaction levels through real-time dashboards and reporting tools, empowering supervisors to make informed decisions and improve team efficiency.
  • Enhanced Collaboration: Foster seamless collaboration among agents and supervisors with features like real-time chat, screen sharing, and call whispering, ensuring quick resolution of complex customer issues.
  • Personalized Customer Interactions: Access customer history, preferences, and previous interactions in a unified view, enabling agents to deliver personalized and tailored experiences that build stronger customer relationships.
  • Scalability and Flexibility: Dialpad Contact Center scales effortlessly to meet the evolving needs of businesses, accommodating seasonal fluctuations and growth without compromising performance or reliability.
  • Cost Savings and ROI: Reduce operational costs through streamlined processes, reduced agent turnover, and improved customer satisfaction, resulting in a positive return on investment.
  • Improved Customer Satisfaction: Empower agents with the tools and insights they need to resolve customer issues quickly and efficiently, leading to increased customer satisfaction and loyalty.
  • Competitive Advantage: Gain a competitive edge by providing exceptional customer experiences that differentiate your business and drive growth.
  • Future-Proof Technology: Stay ahead of the curve with Dialpad Contact Center's cutting-edge technology and continuous innovation, ensuring your business remains competitive in the ever-evolving customer service landscape.
read more...
  • 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.
read more...
  • Administration: Expect a hassle-free deployment, fast setup and the ability to manage and provision users with simplicity and efficiency. 
    • Web Portal: Manage and set up the platform and users to control settings and profiles. 
      • Administration Portal: et complete control over every adjustable feature and setting. Log into the portal and access several features, including: 
        • Office Settings: Access features such as main line, teams and users, desk phone, office settings, integrations and number porting. 
        • Departments: Assign operators, add or remove departments, establish hours and draw call routing rules for departments. 
        • Call Centers: Add new call centers, assign agents to those centers, establish hold music, create call handling rules and more. 
        • Billing: Access the account’s monthly invoice with the entire billing history. 
        • Authentication: Select SAML provider, choose between Google, OneLogin, Okta or a custom option and add API keys. 
        • Integrations: Add/disable any integrations. 
      • User Portal: Make adjustments to various settings within the account, including: 
        • Basic Information: Upload an avatar (or use the one from the G Suite account), select a phone number that should appear as an outgoing caller ID number along with timezone and language. 
        • Voicemail settings: Upload a greeting, use a default welcome message or record a new one with advanced settings. Choose the ringing duration before sending to voicemail and call routing rules. 
        • Executive Assistant: Assign assistant or executive status to another user, so calls go to the assistant or executive number first. 
        • E911: Establish the physical location where emergency services go when 911 is dialed. 
    • APIs and Webhooks: Get more call data and additional user management functionality. 
    • User Setup: Add new users, assign phone numbers, sync them with Office 365 or Google G and establish user permissions from one place. 
    • Mobility: Remove the restrictions of a traditional desk phone and stay connected from any device and anywhere. 
    • Call Analytics: Solve all big and small challenges with call analytics, optimize the call center’s performance and meet KPIs to stay ahead of the competitors. 
read more...

Product Ranking

#76

among all
Call Center Software

#118

among all
Call Center Software

Find out who the leaders are

Analyst Rating Summary

94
90
93
89
98
94
94
100
Show More Show More
Platform Capabilities
Call Routing System
Mobile Capabilities
Collaboration
Voicemail and Messaging
Collaboration
Mobile Capabilities
Phone System
Voice Intelligence and Analytics
Voicemail and Messaging

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

Cisco Contact Center
Dialpad 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 89 94 100 50 100 100 100 100 62 0 25 50 75 100
87%
9%
4%
87%
0%
13%
94%
6%
0%
94%
0%
6%
86%
14%
0%
100%
0%
0%
88%
0%
12%
50%
0%
50%
100%
0%
0%
100%
0%
0%
88%
6%
6%
100%
0%
0%
88%
0%
12%
100%
0%
0%
86%
14%
0%
100%
0%
0%
83%
0%
17%
50%
0%
50%

Analyst Ratings for Technical Requirements Customize This Data Customize This Data

100%
0%
0%
89%
0%
11%

User Sentiment Summary

Great User Sentiment 261 reviews
Great User Sentiment 686 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.

85%
of users recommend this product

Dialpad Contact Center has a 'great' User Satisfaction Rating of 85% when considering 686 user reviews from 4 recognized software review sites.

4.1 (10)
4.3 (109)
4.5 (5)
4.3 (423)
4.4 (116)
4.1 (144)
3.9 (130)
4.3 (10)

Awards

we're gathering data

SelectHub research analysts have evaluated Dialpad Contact Center and concluded it earns best-in-class honors for Collaboration, Phone System and Voicemail and Messaging.

Collaboration Award
Phone 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.
Show more
Seamless Integrations: Dialpad Contact Center seamlessly integrates with popular CRM and help desk systems, allowing agents to access customer information and resolve issues quickly.
Omnichannel Support: Agents can handle customer inquiries across multiple channels, including phone, email, chat, and social media, providing a consistent and efficient experience.
Real-Time Analytics: Comprehensive dashboards and reports provide real-time insights into call center performance, enabling managers to identify areas for improvement and optimize operations.
AI-Powered Features: Dialpad Contact Center leverages AI to automate tasks, such as call routing, sentiment analysis, and knowledge base search, freeing up agents to focus on complex customer interactions.
Scalability and Flexibility: The cloud-based platform allows businesses to scale their contact center operations up or down as needed, ensuring they can meet changing customer demands.
Show more
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.
Show more
Limited Customization: Dialpad Contact Center offers limited customization options, making it difficult to tailor the platform to specific business needs.
Integration Challenges: Users have reported difficulties integrating Dialpad Contact Center with other business applications, leading to workflow disruptions.
Inconsistent Reporting: Some users have encountered issues with the accuracy and reliability of reporting data, making it challenging to track performance and make informed decisions.
Limited Agent Availability: Dialpad Contact Center has been criticized for its limited agent availability, resulting in longer wait times for customers and potential revenue loss.
Pricing Concerns: Users have expressed concerns about the pricing structure of Dialpad Contact Center, particularly for businesses with high call volumes or complex requirements.
Show more
we're gathering data
Show more

Dialpad Contact Center has received positive user reviews over the past year, with many praising its ease of use, robust features, and integrations with other business tools. Users have found it to be a reliable and efficient solution for managing customer interactions, with features such as call routing, IVR, and CRM integration streamlining workflows and improving agent productivity. Compared to similar products, Dialpad Contact Center stands out for its intuitive interface, which makes it easy for agents to learn and use. Its cloud-based architecture also provides flexibility and scalability, allowing businesses to adjust their contact center operations as needed. Additionally, Dialpad Contact Center's AI-powered features, such as sentiment analysis and speech recognition, enhance agent performance and improve customer experiences. Overall, Dialpad Contact Center is a well-rounded solution that is suitable for businesses of all sizes. Its ease of use, robust features, and integrations make it a valuable tool for managing customer interactions and improving agent productivity. It is particularly well-suited for businesses looking for a cloud-based contact center solution that can scale with their needs and provide advanced AI-powered features.

Show more

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
Automatic Call Distribution Software
Call Center Scripting Software
Call Center Software for Small Businesses
Call Monitoring Software
Call Recording Software
Computer Telephony Integration Software
IVR Systems
Predictive Dialer Software
Show more
Automatic Call Distribution Software
Call Center Scripting Software
Call Center Software for Small Businesses
Call Monitoring Software
Computer Telephony Integration Software
Customer Service Software
Show more

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

WE DISTILL IT INTO REAL REQUIREMENTS, COMPARISON REPORTS, PRICE GUIDES and more...

SelectHub Products Reporting and Analytics
Build Your Requirements
SelectHub Products Cost and Pricing Guide
Get Your Free Comparison Report
Compare products
Comparison Report
Just drag this link to the bookmark bar.
?
    Table settings