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47 Ratings
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Score 8.2 out of 101

Likelihood to Recommend

Cisco Unified Contact Center

Cisco Unified Contact Center (UCCE) is best suited in the Large Enterprise Contact Centers that are geographically diverse (over 4K seats), and need to still support older ACD or PBX investments or have a need for a central routing platform to complement an array of ACD or PBX vendor connections.Nice InContact and Genesys PureCloud offerings are better suited to survive the next 5-10 years as they require less investment in deployment and implementation costs, Data Center space, hardware, etc.
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Feature Rating Comparison

Contact Center Software

Cisco Unified Contact Center
8.6
Agent dashboard
Cisco Unified Contact Center
7.1
Validate callers
Cisco Unified Contact Center
8.2
Outbound response
Cisco Unified Contact Center
8.7
Call forwarding
Cisco Unified Contact Center
8.9
Click-to-call (CTC)
Cisco Unified Contact Center
7.8
Warm transfer
Cisco Unified Contact Center
8.8
Predictive dialing
Cisco Unified Contact Center
8.8
Interactive voice response
Cisco Unified Contact Center
9.1
REST APIs
Cisco Unified Contact Center
8.9
Call scripts
Cisco Unified Contact Center
8.4
Call tracking
Cisco Unified Contact Center
9.4
Multichannel integration
Cisco Unified Contact Center
9.2
CRM software integration
Cisco Unified Contact Center
8.3

Workforce Optimization (WFO)

Cisco Unified Contact Center
8.5
Inbound call routing
Cisco Unified Contact Center
9.4
Omnichannel inbound routing
Cisco Unified Contact Center
9.2
Recording
Cisco Unified Contact Center
9.4
Quality management
Cisco Unified Contact Center
9.5
Call analytics
Cisco Unified Contact Center
7.9
Historical reporting
Cisco Unified Contact Center
8.8
Live reporting
Cisco Unified Contact Center
8.1
Customer surveys
Cisco Unified Contact Center
7.2
Customer interaction analytics
Cisco Unified Contact Center
7.1

Pros

Cisco Unified Contact Center

  • Call Control & Call routing. UCCX approach is simple and effective.
  • Reporting and accounting. With workforce optimization, you go beyond-- live call intercepts, supervisory control, call recordings, evaluation forms, surveys, workflows etc.
  • Skills, CSQ, Triggers, Call control group.
  • Ease of administration.
  • Modern innovative agent desktop software.
  • Finesse Administration and API.
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Cons

Cisco Unified Contact Center

  • The Enterprise version Cisco Unified Contact Center has a lot of sunk cost involved and harder to support due to the expertise involved.
  • Licensing and ongoing support is also a huge undertaking. Licensing is hard to understand for Cisco in general. When you have created a certification for understanding Cisco Licensing maybe that is a hint to simplify your licensing instead.
  • The Express Unified Contact Center version is getting outdated and has capacity limitations. The Enterprise version is a huge undertaking to implement and get approved cost wise.
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Likelihood to Renew

Cisco Unified Contact Center

Cisco Unified Contact Center 9.8
Based on 4 answers
if it is up to me I would maintain its use. I was not able to make those decisions previously.
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Support

Cisco Unified Contact Center

Cisco Unified Contact Center 8.2
Based on 1 answer
I am slightly biased as I require very little support these days to accomplish what is needed in the platforms. However, when I engage support with an issue and I present them a complete package and all required details up front, they are swift in their review and response with a resolution. Most of the time there is already an existing fix readily available.
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Alternatives Considered

Cisco Unified Contact Center

Besides the initial cost and the in house expertise required to manage Cisco Enterprise, the Cisco platform holds up pretty well in my opinion to its competitors. Cisco needs to modernize its product delivery. The costs should be more spread out and there should be built in training included for the Engineers of the company buying the product. Support should be more direct. You pay for Cisco support and then you hire a third party Cisco partner for everything else too, including assistance in managing and licensing. It is like Cisco believes with utmost certainty that it is a privilege to be their customer and customer should put up with any hoops they put forward to the customers.
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Return on Investment

Cisco Unified Contact Center

  • This product allows users to handle large call volumes more efficiently.
  • Once it is set up, there is a minimal need for ongoing support. End users are relatively self sufficient in using the system.
  • It has not required a lot of care and feeding, which is very important to us.
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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?
No

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