Likelihood to Recommend Our company is a startup that is just starting to get wholesale customers. When we realized our customers needed support using our products, we set up a Contact Center via Amazon Connect. It has been very useful in allowing us to scale up very quickly, and provide services to our company as if we were a large corporation.
Read full review 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 Pros Auto call distribution. Web based scripting. Easy chat deployment. Call Recording. Customer heat check. Detailed reporting. Live monitoring. Read full review 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 Cons On reports and analytics, [I feel] Amazon Connect is slightly behind, and it should be perfected. [In my experience], Amazon Connect lacks social platform integration, which is convenient and resourceful currently. [I believe] Amazon Connect should include a queue management feature, for the call centers and customer help. Read full review 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 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 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 We worked through a Request For Proposal to check different Contact Center platforms, we evaluated
Talkdesk , Amazon Connect and Genesys PureConnect, all of them as a SaaS platforms, and trying to go to a pay per use model. The best option for us was Amazon Connect, with a pure pay per use model according to the minutes of use, instead of the number of agents. As our goal was to automate the maximum number of contacts, we didn't want a license model based in the number of agents
Read full review 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 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.
Read full review Professional Services Scripting not supported
Read full review Return on Investment Amazon Collect has allowed us to scale quickly and retain flexibility. Amazon Collect has allowed us to provide omnichannel support as if we were a larger corporation. Amazon Collect has allowed us to retain productivity. Read full review 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 ScreenShots