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CallHippo vs Cisco Contact Center

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

Analyst Rating

86 Detailed Analysis

User Sentiment

Great User Sentiment (734 Reviews)

Analyst Rating

94 Detailed Analysis

User Sentiment

Great User Sentiment (261 Reviews)
CallHippo is an easy-to-use cloud-based business phone system. It’s suitable especially for startups and small businesses. The service provides 24/7 support and is accessible via both mobile and desktop apps. It offers robust features, including a power dialer, automatic call distribution, call tracking and more. Users can purchase virtual numbers in over 50 countries. Organizations can enhance team collaboration and communication while keeping costs low.
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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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$15/User, Monthly
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Small
Medium
Large
Small
Medium
Large
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

  • Efficient Call Management: Access call details like call history and contact information in one place. Use robust features such as call recording, call forwarding and voicemail to enhance communication and collaboration internally and externally. 
  • More Local Numbers: Purchase a local number and use it for marketing, sales or assign it to the support department. Buy local numbers in over 50 countries across the world. 
  • Easy To Use: Eliminate the need for desktop phones and take advantage of the entirely web-based solution. Access the platform anytime and with any device. Engage quickly with clients and team members. 
  • Marketing ROI Insights: Use a call tracking tool to identify viable channels and invest accordingly. Gauge advertisements that bring in maximum inbound leads and employ the data to better conversion rates. 
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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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  • Power Dialer: Eliminate manual dialing and employ an efficient power dialer functionality. Automatically dial numbers from an already uploaded list, increasing productivity and saving time. 
  • Smart Switch: Choose from several telephone provider options before making a call. Get rid of connectivity issues and provide agents the freedom to choose the best-suited provider. 
  • Call Forwarding: Forward calls to desired numbers post office hours or skip a few numbers in the list without alerting callers. 
  • Global Connect: Gain insights about the best times to contact clients. Get information about dates, time zones and the validity of numbers in advance. Select appropriate numbers for better results. 
  • Call Transfer: Transfer calls quickly to another team member or a department without making clients wait or missing out on important calls. 
  • Call Conference: Join calls and collaborate with colleagues from anywhere in the world and get work done faster. Stay on the same page with clients and team members even while working remotely. 
  • Call Queueing: Keep callers engaged with customized messages while they’re on hold. Save money otherwise spent on hiring additional staff members to handle telephonic conversations. Queue calls one after the other and inform respondents of how much they’re supposed to wait. 
  • Call Barging: Listen to live calls and intervene to guide team members between conversations. Help resolve customer issues and increase customer satisfaction. 
  • Call Recording: Access and store call records to monitor team performance and improve productivity. Use recordings for employee training purposes. 
  • Voicemail: Make a good impression by greeting respondents with personalized messages. Provide a separate voicemail to every number, ensuring no calls go missed. 
  • Call Analytics: Track the team’s overall performance and identify areas for improvement. Get insights about missed calls, call analytics and each employee’s strengths and weaknesses. 
  • On Hold Music: Keep callers happy and occupied while transferring calls or putting them on hold. Use the feature to announce business operating hours, new offers and inform clients about products. 
  • Speech Analytics: Ensure 100% call coverage and keep an eye on essential interactions with clients. Get information regarding objections and comparisons. Gauge the critical aspects of a call within a few minutes. Access calls and easily record feedback. Conduct comparative analysis to keep a check on the team's performance. 
  • Voice Broadcasting: Amplify business results by uploading a list of contacts and then calling them all up with a broadcast message. Adjust settings to keep track of metrics and run campaigns at suitable times. 
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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

#39

among all
Call Center Software

#76

among all
Call Center Software

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Analyst Rating Summary

86
94
89
93
88
98
79
94
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Platform Capabilities
Dialers
Phone System
Calling Capabilities
Call Routing System
Platform Capabilities
Call Routing System
Mobile Capabilities
Collaboration
Voicemail and Messaging

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

CallHippo
Cisco 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 89 88 79 98 60 94 86 69 56 93 98 94 88 97 93 90 94 88 0 25 50 75 100
87%
4%
9%
87%
9%
4%
88%
0%
12%
94%
6%
0%
71%
0%
29%
86%
14%
0%
100%
0%
0%
88%
0%
12%
60%
0%
40%
100%
0%
0%
94%
0%
6%
88%
6%
6%
88%
0%
12%
88%
0%
12%
71%
0%
29%
86%
14%
0%
50%
0%
50%
83%
0%
17%

Analyst Ratings for Technical Requirements Customize This Data Customize This Data

100%
0%
0%
100%
0%
0%

User Sentiment Summary

Great User Sentiment 734 reviews
Great User Sentiment 261 reviews
84%
of users recommend this product

CallHippo has a 'great' User Satisfaction Rating of 84% when considering 734 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 (14)
n/a
4.0 (89)
4.1 (10)
4.24 (375)
n/a
4.2 (256)
4.5 (5)
n/a
4.4 (116)
n/a
3.9 (130)

Synopsis of User Ratings and Reviews

Seamless Integration: Effortlessly connect CallHippo with your existing CRM and other business tools, streamlining communication and enhancing productivity.
Advanced Call Management: Manage incoming and outgoing calls efficiently with features like call forwarding, call recording, and customizable IVR menus, ensuring seamless call handling.
International Presence: Expand your business globally with CallHippo's extensive international coverage, enabling you to connect with customers and partners worldwide.
Cost-Effective Pricing: Enjoy affordable pricing plans tailored to your business needs, allowing you to optimize communication costs without compromising quality.
Reliable and Secure: Trust CallHippo's robust infrastructure and advanced security measures to ensure uninterrupted communication and protect sensitive business data.
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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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Limited Integrations: CallHippo's integration options are somewhat limited compared to other business phone systems, making it less convenient for businesses that rely on a wide range of software tools.
Inconsistent Call Quality: Some users have reported experiencing occasional call quality issues, such as dropped calls or poor audio quality, which can be frustrating during important business conversations.
Limited Customization Options: CallHippo offers a relatively basic set of customization options, which may not be sufficient for businesses that require a highly tailored phone system to meet their specific needs.
Pricing Concerns: While CallHippo's pricing is generally competitive, some users have expressed concerns about the cost of certain features or add-ons, which can add up over time.
Customer Support Issues: A few users have reported experiencing delays or difficulties in getting support from CallHippo's customer service team, which can be frustrating when technical issues arise.
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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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CallHippo users appreciate its user-friendly interface, which makes it easy to set up and use. They also praise its call quality, which is clear and reliable. Additionally, CallHippo offers a wide range of features, including call recording, call forwarding, and voicemail, which are essential for businesses of all sizes. Compared to similar products, CallHippo is considered to be a good value for the price. It offers a comprehensive set of features at a competitive price point. Additionally, CallHippo's customer support is responsive and helpful, which is important for businesses that need assistance with setup or troubleshooting. One of the differentiating factors of CallHippo is its focus on international calling. It offers a wide range of international calling plans, which can be important for businesses that have customers or employees in other countries. Additionally, CallHippo's international calling rates are competitive, which can save businesses money on their phone bills. CallHippo is most suited for small businesses that need a reliable and affordable business phone system. It is also a good option for businesses that have international calling needs. CallHippo's user-friendly interface, comprehensive set of features, and competitive pricing make it a good value for the price.

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Screenshots

Top Alternatives in Call Center Software

Amazon Connect
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Head-to-Head Comparison

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