# Cisco Unified Contact Center Express vs Zoom Contact Center Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Cisco Unified Contact Center Express excels in its integration capabilities, particularly with Cisco Unified Communications Manager. Users appreciate the **robust scripting engine** (CCX Editor), which allows for tailored workflows, making it a strong choice for small to medium-sized contact centers.
- **Users say** that Zoom Contact Center stands out for its **user-friendly interface** , which simplifies the management of calls, chats, and customer interactions. The tidy layout helps agents navigate their tasks efficiently, enhancing overall productivity.
- **Reviewers mention** that Cisco Unified Contact Center Express offers superior **IVR management and reporting features** , which are highly valued by users looking for detailed analytics and effective customer interaction management.
- **According to verified reviews** , Zoom Contact Center's **dynamic call routing** is a highlight, as it integrates seamlessly with CRM systems. This feature allows for efficient caller identification and routing, improving customer service responsiveness.
- **G2 reviewers note** that while Cisco Unified Contact Center Express has a higher overall satisfaction score, Zoom Contact Center is praised for its **ease of use** , with users finding it straightforward to operate and manage, which can be particularly beneficial for teams with varying technical expertise.
- **Users highlight** that Cisco Unified Contact Center Express provides excellent **quality of support** , with many reviewers expressing satisfaction with the assistance they receive, contrasting with Zoom Contact Center, which has received mixed feedback regarding support quality.



| | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Star Rating** | 4.5 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 13 | 70 | 
| **Largest Market Segment** | Mid-Market (66.7% of reviews) | Mid-Market (46.3% of reviews) | 
| **Entry Level Price** | No pricing available | Starting at $69.00 1 Agent Per Month | 

---
## Top Pros & Cons

### Cisco Unified Contact Center Express

**Not enough data**

### Zoom Contact Center

Pros:
- Ease of Use (31 reviews)
- Features (15 reviews)

Cons:
- Call Issues (10 reviews)
- Lack of Clarity (7 reviews)

---
## Ratings Comparison
| Rating | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
  | **Meets Requirements** | 9.0 (7 reviews) | 8.5 (61 reviews) | 
  | **Ease of Use** | 8.3 (7 reviews) | 8.7 (62 reviews) | 
  | **Ease of Setup** | 8.7 (5 reviews) | 8.0 (53 reviews) | 
  | **Ease of Admin** | 8.7 (5 reviews) | 8.4 (41 reviews) | 
  | **Quality of Support** | 9.3 (7 reviews) | 8.3 (61 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.3 (5 reviews) | 8.8 (41 reviews) | 
  | **Product Direction (% positive)** | 6.1 (6 reviews) | 9.0 (60 reviews) | 

---
## Pricing

### Cisco Unified Contact Center Express

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Zoom Contact Center

#### Entry-Level Pricing

Plan: Essentials

Price: Starting at $69.00 1 Agent Per Month

Description: For IT help desk, inbound contact center, and core omnichannel contact center

Key Features:
-  AI Companion
-  Flow Editor + IVR
- Real-Time Transcription

[Browse all 3 editions](https://www.g2.com/products/zoom-contact-center/pricing)

#### Free Trial

No

---
## Features Comparison By Category

### Call & Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Contact Center Express** | N/A | N/A |
| **Zoom Contact Center** | N/A | N/A |

#### Additional Functionality

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Call Reporting** | Not enough data | Not enough data | 
| **Automatic Call Distribution** | Not enough data | Not enough data | 
| **Call Whispering** | Not enough data | Not enough data | 
| **Callback Scheduling** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Call Tagging** | Not enough data | Not enough data | 
| **Dashboard** | Not enough data | Not enough data | 
| **Call Recording** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Call Transcription** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Manual Dialer** | Not enough data | Not enough data | 
| **Call Tracking** | Not enough data | Not enough data | 
| **Auto-Dialer** | Not enough data | Not enough data | 
| **Call Monitoring** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Progressive Dialer** | Not enough data | Not enough data | 
| **Voice Recognition** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Call Logging** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Outbound Call Center** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Voice Mail** | Not enough data | Not enough data | 
| **Call Routing** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Call Transfer** | Not enough data | Not enough data | 
| **AI Summarization** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Inbound Call Center** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Predictive Dialer** | Not enough data | Not enough data | 
| **Blended Call Center** | Not enough data | Not enough data | 
| **Caller ID** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Performance Management** | Not enough data | Not enough data | 
| **Computer Telephony Integration** | Not enough data | Not enough data | 
| **Call Scripting** | Not enough data | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Contact Center Express** | N/A | N/A |
| **Zoom Contact Center** | N/A | N/A |

#### Administration

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Database Management ** | Not enough data | Not enough data | 
| **Data Workflows** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 

#### Knowledge Management

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Knowledge Base** | Not enough data | Not enough data | 
| **Publishing Workflows** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 

#### Compliance

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Policies and Controls** | Not enough data | Not enough data | 
| **Data Governance** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 
| **Auditing** | Not enough data | Not enough data | 

#### Customer Support

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Intelligent Search** | Not enough data | Not enough data | 
| **Suggestions** | Not enough data | Not enough data | 
| **Decision Trees** | Not enough data | Not enough data | 

#### Data Security

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Risk Data Attributes** | Not enough data | Not enough data | 
| **Data Transport** | Not enough data | Not enough data | 
| **Access Management** | Not enough data | Not enough data | 
| **Multi-Factor Authentication** | Not enough data | Not enough data | 

#### Administration

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Integrations** | Not enough data | Not enough data | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 
| **Performance and Reliability** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Contact Center Express** | N/A | N/A |
| **Zoom Contact Center** | N/A | N/A |

#### Quality Assurance

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Evaluation** | Not enough data | Not enough data | 
| **Calibration** | Not enough data | Not enough data | 
| **Reports** | Not enough data | Not enough data | 

#### Engagement

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Feedback** | Not enough data | Not enough data | 
| **Dashboards** | Not enough data | Not enough data | 
| **Training** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 

#### Performance

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Compliance** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 
| **AI Text Summarization** | Not enough data | Not enough data | 
| **Call Routing** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Customer Journey Mapping** | Not enough data | Not enough data | 
| **Employee Coaching Tools** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 
| **Call Monitoring** | Not enough data | Not enough data | 
| **Quality Management** | Not enough data | Not enough data | 
| **Customer Surveys** | Not enough data | Not enough data | 
| **Agent Interface** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Leaderboards** | Not enough data | Not enough data | 
| **Employee Reward Programs** | Not enough data | Not enough data | 
| **Workforce Management** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Customer Experience Management** | Not enough data | Not enough data | 
| **Predictive Dialer** | Not enough data | Not enough data | 
| **Video Conferencing** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **KPI Monitoring** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Multiple Scoring Models** | Not enough data | Not enough data | 
| **Real-Time Updates** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Call Recording** | Not enough data | Not enough data | 
| **AI/Machine Learning** | Not enough data | Not enough data | 
| **Screen Recording** | Not enough data | Not enough data | 
| **Workflow Automation** | Not enough data | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Contact Center Express** | 9.0/10 | 6 |
| **Zoom Contact Center** | 7.8/10 | 52 |

#### Channels

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Voice** | 9.4 (6 reviews) | 8.9 (50 reviews) | 
| **Social** | 9.2 (6 reviews) | 6.4 (35 reviews) | 
| **Live Chat** | 8.6 (6 reviews) | 7.6 (40 reviews) | 
| **Mobile SMS** | 8.6 (6 reviews) | 7.5 (39 reviews) | 
| **Email** | 9.4 (6 reviews) | 6.5 (37 reviews) | 

#### Generative AI

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | 7.7 (36 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Functions

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Call Routing** | 8.9 (6 reviews) | 8.3 (44 reviews) | 
| **Session Queuing** | 8.9 (6 reviews) | 8.8 (45 reviews) | 
| **Concurrent Calling** | 9.2 (6 reviews) | 8.9 (40 reviews) | 
| **Speech Analytics** | 8.3 (6 reviews) | 7.4 (37 reviews) | 
| **Auto Dialer** | 8.6 (6 reviews) | 7.0 (33 reviews) | 
| **IVR** | 9.2 (6 reviews) | 8.3 (40 reviews) | 
| **Inbound Screen Pop** | 9.2 (6 reviews) | 7.8 (40 reviews) | 
| **Persistent Data** | 9.4 (6 reviews) | 7.5 (42 reviews) | 
| **Predictive Dialer** | Not enough data | Not enough data | 
| **Automated Routing** | Not enough data | Not enough data | 
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.4 (7 reviews) | 
| **Cross-system Integration** | Not enough data | 7.2 (9 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.1 (7 reviews) | 
| **Proactive Assistance** | Not enough data | 8.1 (8 reviews) | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **Computer Telephony Integration** | Not enough data | Not enough data | 

#### Administrative

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Session Summary Notes** | 8.7 (5 reviews) | 7.9 (39 reviews) | 
| **Administrator Access** | 9.2 (6 reviews) | 9.0 (40 reviews) | 
| **Reporting & Dashboards** | 9.2 (6 reviews) | 8.0 (47 reviews) | 
| **Session Recording** | 8.6 (6 reviews) | 8.5 (43 reviews) | 
| **Agent Scheduling and Assignment** | 8.6 (6 reviews) | 7.7 (37 reviews) | 
| **Callback Scheduling** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Call Reporting** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **API** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Call Transfer** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Call Scripting** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Call Monitoring** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Automatic Call Distribution** | Not enough data | Not enough data | 
| **Contact Database** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Performance Management** | Not enough data | Not enough data | 
| **Call Tracking** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Quality Management** | Not enough data | Not enough data | 
| **Agent Interface** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Customer History** | Not enough data | Not enough data | 
| **Voice Mail** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **Call List Management** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Workforce Management** | Not enough data | Not enough data | 
| **Campaign Management** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Caller ID** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Contact Center Express** | N/A | N/A |
| **Zoom Contact Center** | 7.3/10 | 9 |

#### Workforce Management

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Agent Availability** | Not enough data | 8.9 (6 reviews) | 
| **Skills Management** | Not enough data | 8.1 (6 reviews) | 
| **Shift Scheduling** | Not enough data | 7.5 (6 reviews) | 
| **Agent Self-Service** | Not enough data | 7.8 (6 reviews) | 
| **Mobile Access** | Not enough data | 4.2 (6 reviews) | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Performance Management** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Customer Experience Management** | Not enough data | Not enough data | 
| **Attendance Management** | Not enough data | Not enough data | 
| **Employee Management** | Not enough data | Not enough data | 
| **Time Off Management** | Not enough data | Not enough data | 

#### Administration

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Automation** | Not enough data | 7.2 (6 reviews) | 
| **Productivity Analysis** | Not enough data | 7.1 (7 reviews) | 
| **Dashboards** | Not enough data | 8.1 (9 reviews) | 
| **Labor Forecasting** | Not enough data | 6.7 (5 reviews) | 
| **Intraday Management** | Not enough data | 7.3 (5 reviews) | 
| **Quality Management** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Performance Metrics** | Not enough data | Not enough data | 
| **Leave Tracking** | Not enough data | Not enough data | 
| **Call Monitoring** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **For Call Centers** | Not enough data | Not enough data | 
| **Employee Time Tracking** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Activity Monitoring** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Call Recording** | Not enough data | Not enough data | 
| **Approval Process Control** | Not enough data | Not enough data | 
| **Skills Tracking** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Variable Workforce** | Not enough data | Not enough data | 
| **Employee Coaching Tools** | Not enough data | Not enough data | 
| **Employee Database** | Not enough data | Not enough data | 
| **Online Time Clock** | Not enough data | Not enough data | 
| **Agent Interface** | Not enough data | Not enough data | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Contact Center Express** | N/A | N/A |
| **Zoom Contact Center** | 8.9/10 | 15 |

#### Platform

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Omnichannel** | Not enough data | 8.3 (11 reviews) | 
| **Mobile Access** | Not enough data | 7.9 (11 reviews) | 
| **Queue Management** | Not enough data | 8.9 (9 reviews) | 
| **Call Routing** | Not enough data | 9.4 (9 reviews) | 
| **Call Back** | Not enough data | 9.8 (9 reviews) | 
| **IVR** | Not enough data | 9.6 (9 reviews) | 
| **Automatic Call Distribution** | Not enough data | 9.8 (9 reviews) | 
| **Call Transfer** | Not enough data | Not enough data | 
| **Contact Management** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Multi-Channel Management** | Not enough data | Not enough data | 
| **Survey/Poll Management** | Not enough data | Not enough data | 
| **Campaign Management** | Not enough data | Not enough data | 
| **Call List Management** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | 8.3 (9 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Workforce Management

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Call Monitoring** | Not enough data | 8.3 (9 reviews) | 
| **Performance Evaluation** | Not enough data | 8.0 (9 reviews) | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 

#### Call Center Infrastructure (CCI)

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Computer Telephony Integration** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 

#### Administrative

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Call Recording** | Not enough data | 8.8 (8 reviews) | 
| **Reporting & Dashboards** | Not enough data | 9.2 (11 reviews) | 
| **Call Reporting** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Customer History** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Phone Key Input** | Not enough data | Not enough data | 
| **Call Logging** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Call Scripting** | Not enough data | Not enough data | 
| **Contact Database** | Not enough data | Not enough data | 
| **Voice Mail** | Not enough data | Not enough data | 
| **Voice Customization** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Call Tracking** | Not enough data | Not enough data | 
| **SMS Messaging** | Not enough data | Not enough data | 
| **Callback Scheduling** | Not enough data | Not enough data | 
| **Caller ID** | Not enough data | Not enough data | 
| **Predictive Dialer** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Auto-Dialer** | Not enough data | Not enough data | 
| **Pre-recorded Messages** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Multiple Scripts** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Call Disposition** | Not enough data | Not enough data | 

### Workforce Management

| Product | Score | Reviews |
|---|---|---|
| **Cisco Unified Contact Center Express** | N/A | N/A |
| **Zoom Contact Center** | N/A | N/A |

#### Platform

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Customization ** | Not enough data | Not enough data | 
| **Integration APIs** | Not enough data | Not enough data | 
| **Internationalization** | Not enough data | Not enough data | 
| **User, Role, and Access Management** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Training Management** | Not enough data | Not enough data | 
| **Goal Management** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **Action Management** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Benefits Dashboard** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Feedback Management** | Not enough data | Not enough data | 
| **Performance Management** | Not enough data | Not enough data | 
| **Recruitment Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Training Management** | Not enough data | Not enough data | 
| **Calendar Management** | Not enough data | Not enough data | 
| **Employee Management** | Not enough data | Not enough data | 
| **Orientation Workflow Management** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **HR Management** | Not enough data | Not enough data | 
| **Help Desk Management** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **Payroll Management** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **Job Description Management** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Assessment Management** | Not enough data | Not enough data | 
| **Social Media Integration** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 
| **Third-Party Integration** | Not enough data | Not enough data | 
| **Initiative Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Community Management** | Not enough data | Not enough data | 
| **Employee Referral Management** | Not enough data | Not enough data | 
| **Candidate Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Communication Management** | Not enough data | Not enough data | 
| **Advertising Management** | Not enough data | Not enough data | 
| **Application Management** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Job Management** | Not enough data | Not enough data | 
| **Discount Management** | Not enough data | Not enough data | 
| **Pipeline Management** | Not enough data | Not enough data | 
| **File Management** | Not enough data | Not enough data | 
| **Job Management** | Not enough data | Not enough data | 
| **Data Storage Management** | Not enough data | Not enough data | 
| **Compensation Management** | Not enough data | Not enough data | 
| **Employee Management** | Not enough data | Not enough data | 
| **Job Application Management** | Not enough data | Not enough data | 
| **HR Management** | Not enough data | Not enough data | 
| **Competency Management** | Not enough data | Not enough data | 
| **Performance Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Job Description Management** | Not enough data | Not enough data | 
| **Evaluation Management** | Not enough data | Not enough data | 
| **User Management** | Not enough data | Not enough data | 
| **Role-Based Permissions** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 

#### Workforce Management Platform Features

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Labor Forecasting** | Not enough data | Not enough data | 
| **Shift Scheduling** | Not enough data | Not enough data | 
| **Time & Attendance Tracking** | Not enough data | Not enough data | 
| **Absence & Leave Management** | Not enough data | Not enough data | 
| **Skills Management** | Not enough data | Not enough data | 
| **Succession Planning** | Not enough data | Not enough data | 
| **Workforce Analytics** | Not enough data | Not enough data | 
| **Self-Service Capabilities** | Not enough data | Not enough data | 
| **Mobile Shift Scheduling** | Not enough data | Not enough data | 
| **Team Communication** | Not enough data | Not enough data | 
| **Budgeting/Forecasting** | Not enough data | Not enough data | 
| **Automated Scheduling** | Not enough data | Not enough data | 
| **Employee Scheduling** | Not enough data | Not enough data | 
| **Time Off Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Timesheet Management** | Not enough data | Not enough data | 
| **Recruitment Management** | Not enough data | Not enough data | 
| **Performance Management** | Not enough data | Not enough data | 
| **Payroll Management** | Not enough data | Not enough data | 
| **Attendance Management** | Not enough data | Not enough data | 
| **Calendar Management** | Not enough data | Not enough data | 
| **Employee Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Compliance Tracking** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Sick Leave Tracking** | Not enough data | Not enough data | 
| **Vacation/Leave Tracking** | Not enough data | Not enough data | 
| **Skills Tracking** | Not enough data | Not enough data | 
| **Variable Workforce** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Shift Swapping** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Reminders** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Employee Database** | Not enough data | Not enough data | 
| **Time Off Requests** | Not enough data | Not enough data | 
| **Approval Process Control** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Employee Onboarding** | Not enough data | Not enough data | 
| **Document Storage** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Time & Attendance** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Clock In/Out** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (1):** [Contact Center Software](https://www.g2.com/categories/contact-center)


**Unique to Zoom Contact Center (5):** [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Workforce Management Software](https://www.g2.com/categories/workforce-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Cisco Unified Contact Center Express | Zoom Contact Center | 
|---|---|---|
| **Small-Business** | 0% | 43.3% | 
| **Mid-Market** | 66.7% | 46.3% | 
| **Enterprise** | 33.3% | 10.4% | 

### By Industry

#### Cisco Unified Contact Center Express

- **Information Technology and Services:** 33.3%
- **Transportation/Trucking/Railroad:** 8.3%
- **Real Estate:** 8.3%
- **Non-Profit Organization Management:** 8.3%
- **Machinery:** 8.3%
- **Insurance:** 8.3%
- **Information Services:** 8.3%
- **Financial Services:** 8.3%
- **Computer & Network Security:** 8.3%

#### Zoom Contact Center

- **Farming:** 14.3%
- **Financial Services:** 7.9%
- **Information Technology and Services:** 7.9%
- **Hospital & Health Care:** 6.3%
- **Higher Education:** 6.3%
- **Legal Services:** 6.3%
- **Insurance:** 4.8%
- **Transportation/Trucking/Railroad:** 4.8%
- **Accounting:** 4.8%
- **Medical Practice:** 3.2%
- **Other:** 33.3%

---
## Alternatives

### Alternatives to Cisco Unified Contact Center Express

- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (547 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1558 reviews)
- [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (625 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7358 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2567 reviews)
- [UJET](https://www.g2.com/products/ujet/reviews) — 4.7/5 stars (1130 reviews)
- [Aloware](https://www.g2.com/products/aloware/reviews) — 4.1/5 stars (827 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (497 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1637 reviews)

### Alternatives to Zoom Contact Center

- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1558 reviews)
- [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (625 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2567 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7358 reviews)
- [Dialpad Support](https://www.g2.com/products/dialpad-support/reviews) — 4.4/5 stars (707 reviews)
- [Nextiva](https://www.g2.com/products/nextiva/reviews) — 4.5/5 stars (3615 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (753 reviews)
- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (547 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (7016 reviews)

---
## Top Discussions

### Cisco Unified Contact Center Express

No discussions available for this product.

### Zoom Contact Center

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/cisco-unified-contact-center-express-vs-zoom-contact-center)