Likelihood to Recommend I would recommend it to other people in my contact and business circle, but if I recommend it to someone who has certain difficulties in accessing some tools within Cisco, he may have great difficulty in getting help because of the support that is lacking in most of the times.
Read full review The tool is awesome and the survey tool that was demoed for me is truly one that will be a game changer. I've actually been on site with clarabridge and they are awesome and they truly have a bright future in this industry. As HR analytics takes off and continues to grow, they will continue to become a key in how different talent, initiatives, etc., are assessed and can truly get an insight on the voice of employees on many possible initiatives.
Read full review Pros Provides you with a solid routing engine that was built to handle Service Provider level throughput - if you need stability and a work horse this is the platform for you. The core features on the whole are good, but where UCCE is very good is the eco-system of Solutions Plus partner integrations that expand on the core capabilities with the market leaders in areas such as WFO, Campaign Management, Biometrics and Natural Language. The investment Cisco makes in the CC space means they are always improving the platform features, scale and reliability. Read full review With Engagor, it is possible to organize a large volume of mentions in different mailboxes, which is perfect for our large company. With special Smart Folders to drill down into our data, we can make it possible to organize our mentions even more in-depth, divide the workload, and optimize our workflow. This increased efficiency makes it possible to work together closely as a team, across different departments. To sum this up: the Engagor platform provides our company with the perfect foundation to optimize our entire organizational structure. Another very interesting feature Engagor offers is their helpful and state-of-the-art tagging system. At NMBS we filter through large bulks of mentions and private messages on a daily basis which would be very difficult to organize without Engagor. Read full review Cons After 25+ years, the product still requires experienced and highly skilled engineers to deploy the product properly per Cisco Best Practice guidelines. Third-party integrations are also very cumbersome and require highly skilled and experienced engineers and significant time and financial investment to deploy. Upgrading the product is cumbersome and requires Cisco ATP or Cisco AS which is time consuming and very expensive. Read full review User interface could be more intuitive. Read full review Likelihood to Renew if it is up to me I would maintain its use. I was not able to make those decisions previously.
Read full review Extensive featureset, great customer service.
Read full review Usability To be honest, there are tools better than Cisco Unified Contact Center because it largely depends on third party integrations with better alternatives available now a days. However, Cisco Unified Contact Center has its own standards in terms of user experience and client satisfactions which serves every customers with a flawless experience.
Read full review Support Rating Cisco Unified Contact center is a very smart & reliable solution to go for. Its active-active sight base architecture and [customizable] features really help to deliver efficient customer service, enhanced next-gen experience, and uninterrupted operations. I believe every [organization] should opt for it if required.
Read full review Alternatives Considered Similar I guess, however, I feel like Avaya was more suited for a contact center and allowed for all information to be in one place. The QA Forms were more flexible and easy to review. Predicative analysis was available to assist with scheduling and staffing. It was easier to manipulate and implement- I didn't need to go through 3 different parties to make a simply modification.
Read full review We moved to Zendesk as it allowed us to have everything we needed. We didn't face FB Jail, we were able to respond to IG, FB & Twitter DMs at all times. The analytics were a bit better and we were able to do NPS and CSAT attached through our Zendesk platform
Read full review Contract Terms and Pricing Model Licenses are very expensive. The customer has to buy IP telephony or Unified Communication and Collaboration Licenses and for Contact Center Solution licenses separately. There must be a price tone down as the competition is really high. New customers are willing to go for cloud-based solutions [that] are cheaper and easy to deploy.
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Read full review Return on Investment A smoother route to helping end users with critical needs With quick assist while on hold, less calls come into the pool while agents have the ability to assist more critical needs The ability to work remotely during an extreme event assisting end users Read full review Well, due to the organization not truly pushing it for its value, we have struggled on this. We have seen great insight into certain projects when trying to improve certain processes or management structure and seeing the decline in those categories for term reasons/explanations but that does not truly say that the problem is fixed. You could draw a parallel but living in assumptions can cause more issues. Read full review ScreenShots