Item: Cisco Unified Contact Center
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

In our organisation we use Cisco Unified Contact Center for customers between 500 and 10000 agents. Typically the customers we service are Fortune 500 companies who insist on the following
1) Rock solid reliability
2) Trusted and proven technologies
3) Highest levels of security
4) Single instance tenant for complete privacy

The customers most suited to Cisco Unified Contact Center are existing and established contact centres. Greenfield contacts centres are best suited on other technologies.

Pros and Cons

Highly Dependable
Database Integrations
Easy to use
Proven Technology
Highly scalable

Upgrading the platform needs be over multiple sessions
Limited amount of variables
Look and feel across the components is inconsistent

Return on Investment

ROI objectives have been positive
Customers of this product have ordered other products from us which has greatly increased revenue
Cisco is a known and trusted brand and our customers / partners appreciate that we do business with them

Alternatives Considered

Enghouse Interactive Contact Centers and Genesys IVR

1) Cisco Unified Contact Center delivered a more reliable and dependable experience when compared to its competitors
2) The Cisco brand has a much better appreciation in the market compared to its competitors
3) The features on the Cisco platform were a better match to the features demanded by our end customers

Key Insights

Do you think Cisco Unified Contact Center delivers good value for the price?

Yes

Are you happy with Cisco Unified Contact Center's feature set?

Yes

Did Cisco Unified Contact Center live up to sales and marketing promises?

Yes

Did implementation of Cisco Unified Contact Center go as expected?

Yes

Would you buy Cisco Unified Contact Center again?

Yes

Other Software Used

Webex Calling, Webex Meetings, Microsoft Teams

Likelihood to Recommend

Well suited for the following
1) Any customers where privacy is a high concern
2) Medium to Large to Extra Large scale deployments
3) Who already have an existing contact centre
4) Who have Cisco equipment in other parts of their business (such a CUCM's or CUBE)

Not well suited
1) Small to medium sized deployments
2) Deployments requiring large amounts of complex integrations
3) Deployments which do not have large amounts of available capital
4) Deployments which need to be up and running in a few days.

Support Rating

Cisco TAC are very knowledgable about this product and are usually able to resolve P1 and P2 issues very quickly. However there may be some non-urgent issues which may take a lot longer to fix as there will be some code that has to be written / tested and then deployed.

Cisco Unified Contact Center Customer Support Pros and Cons

Pros	Cons
Quick Resolution Good followup Knowledgeable team Problems get solved Kept well informed Immediate help available Support understands my problem Support cares about my success Quick Initial Response	None

Premium Support

Premium support not purchased as we have trained Cisco professional resources in house so we tend to only go to Cisco when we really need it.

Bug Resolution

Yes - Most bugs are resolved quickly. However, there are some bugs that are only resolved if we agree to make an upgrade since Cisco doesn't want to fix the bug in the current version. This causes a big problem as the upgrades from version X to version Y are sometimes are a massive amount of work.

Exceptional Examples of Cisco Unified Contact Center Support

There have been times when multiple engineers from Cisco have worked through the night to help us get an issue resolved.

Solid and dependable contact platform for the large, established contact centre.

Overall Satisfaction with Cisco Unified Contact Center