What users are saying about
39 Ratings
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Score 8.1 out of 101

Likelihood to Recommend

Cisco Unified Contact Center

If you are looking for an on premise solution that is proven and solid, Cisco would be your best bet. You will have control over supporting it but you should have the expertise required in house or via a Cisco partner for that
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Feature Rating Comparison

Contact Center Software

Cisco Unified Contact Center
9.3
Agent dashboard
Cisco Unified Contact Center
8.5
Validate callers
Cisco Unified Contact Center
9.0
Outbound response
Cisco Unified Contact Center
9.5
Call forwarding
Cisco Unified Contact Center
9.5
Click-to-call (CTC)
Cisco Unified Contact Center
9.0
Warm transfer
Cisco Unified Contact Center
9.0
Predictive dialing
Cisco Unified Contact Center
9.0
Interactive voice response
Cisco Unified Contact Center
9.5
REST APIs
Cisco Unified Contact Center
10.0
Call scripts
Cisco Unified Contact Center
8.5
Call tracking
Cisco Unified Contact Center
10.0
Multichannel integration
Cisco Unified Contact Center
10.0
CRM software integration
Cisco Unified Contact Center
10.0

Workforce Optimization (WFO)

Cisco Unified Contact Center
9.6
Inbound call routing
Cisco Unified Contact Center
10.0
Omnichannel inbound routing
Cisco Unified Contact Center
10.0
Recording
Cisco Unified Contact Center
10.0
Quality management
Cisco Unified Contact Center
10.0
Call analytics
Cisco Unified Contact Center
9.5
Historical reporting
Cisco Unified Contact Center
9.0
Live reporting
Cisco Unified Contact Center
8.0
Customer surveys
Cisco Unified Contact Center
10.0
Customer interaction analytics
Cisco Unified Contact Center
10.0

Pros

Cisco Unified Contact Center

  • Stability in the software not crashing every week. I have had issues with a server not failing over to the backup server, then not failing back again in an older version. 6.x I believe.
  • I had no crashes or lockups when upgraded to 8.x. I attribute this to the stable servers and software. Not to mention regular maintenance is easier when supervisors support you.
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Cons

Cisco Unified Contact Center

  • Reliance on Microsoft is huge pit fall
  • Need ICM modern API's
  • Multi hypervisor support
  • Support for automation tools (puppet,chefe,etc)
  • CVP migration off of windows
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Likelihood to Renew

Cisco Unified Contact Center

Cisco Unified Contact Center 9.8
Based on 4 answers
We rely heavily on Cisco platforms. CUCC integrates with our other Cisco platforms and with our enterprise support and licensing agreements.
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Alternatives Considered

Cisco Unified Contact Center

Cisco Unified Contact Center Express was a replacement for legacy Avaya scripting with vectors and VDNs. This is much more intuitive and flexible
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Return on Investment

Cisco Unified Contact Center

  • Reporting allows for training and development of customer service representatives.
  • Provide basic call recording as part of the system for training of agents without the need of separate recording servers.
  • Allows for agents to efficiently handle customer calls.
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Pricing Details

Cisco Unified Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Additional Pricing Details

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