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 We have a mix of Ai Contact Center and regular Departments in Dialpad Ai Contact Center - we mostly use the Ai Contact Center for our high-volume area or areas we need to keep track of in more detail. In our smaller clinics, with few staff, Ai Contact Center doesn't make sense to use to we have them setup as Departments instead.
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 The ease of use and integration into our local IT infrastructure It improved business process agility especially for the work from home agents It improved our customer relations/service with fewer dropped calls It gives managers better reporting capabilities and call usage statistics 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 If a department has a need for 5+ call centers, it is a bit more difficult to manager and report on. Maybe a little more granuality in Agent help cards so it shows cards that are relevant to agents tenure. May have some agents that need certain help, where others wouldnt need it because of their experience Self service options 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 I cannot think of one single reason we would stop using Dialpad. There has been too much positive feedback from our staff as well as the ease of use and training for new hires is big incentive to renew. We've looked at other VoIP products and price versus feature set is overwhelmingly in favor of continuing to use Dialpad.
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 Dialpad is the evolution of MiCloud, it does everything MiCloud did and then some and it does it better. The level of flexibility and customization provided by Dialpad allowed us to go to the next level in terms of productivity and interconnection, their interface is user-friendly and provides real-time data to aid in decision-making processes.
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 The callback feature has saved clients a lot of hold time The voicemail system has allowed cases to be handled properly by client's being able to leave a message for the proper agent The Ai transcript feature has helped dozens of agents, as well as the company, avoid a lot of hassle, time, and lost money due to verifying conversations and information that normally would be much harder to confirm without it Read full review ScreenShots