Cisco Unified Contact Center is a contact center platform that can support up to 24,000 agents. It supports call routing, omnichannel integrations, and a management portal for creating customer profiles, segmentation, and resource monitoring.
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Grandstream UCM series IP PBXs
Score 8.1 out of 10
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Grandstream presents the UCM series of IP PBX appliances as powerful yet easy to manage voice, video, data, and mobility communications platform, whichoffer an extensive set of unified communication features in an easy to manage on premise solution with no licensing fees, upgrade fees or costs per features. The Grandstream UCMs range from small and medium business deployments to small and medium enterprise solutions.
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.
As a PBX the UCM PBX can be cover the needs of all companies without exception. We think it is really a great and flexible solution that covers all the IP telephone needs a company may have. When we were researching the market to buy our pair of UCM 6308, we had also hoped to use it as a replacement for our Skype for Business installation, so to say to use it as our main solution for video conferencing. After trying to do this for a couple of years we would say that you can use Wave for video conferencing and I personally like it, but it is not well suited for bigger companies for using it as the main video conferencing solution. On the other hand, there are very few PBXs even offering a video conferencing solution and their solutions are not better that the UCM's solution!
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.
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.
The cluster implementation does not work on all network modes. Would be great if this was improved.
Wave on mobile phones works in a different way than on desktops and this makes it hard to set it up for use on the firewalls, as it requires different and more permissions than the desktop app. For example is one receives an invitation per email on the mobile phone and wants to participate in a Wave meeting as a guest, the still need access to the network ports needed to login the extension (while they only need / want to join the meeting as anonymous users). On the desktop app this is not needed.
There is a limit on the number of 1 device per connection type. We have an extension used in the maintenance department and is shared by 6 users. We were able to install it on 1 PC, 1 Wi-Fi phone and 1 Android shared mobile phone. We would like to install it on a second shared mobile phone, but this is not allowed by the UCM policy. We could use anther extension to do this, but the maintenance department does not want this. They want to accept calls with problem reports only on one extension. Would be great to be able to install the same extension on more than 1 Android devices.
We are very happy with our UCB 6308 pair. We have some issues that we would like to see improved, but the UCM 6308 does more than cover the main functionality it is intended for and has given us the needed solution for our remote workers.
Cisco Unified Contact Center is a scalable product . Can be used in amy organizational units not only the contact center . Can be used for many IT Helpdesk setups and any internal or external CC . We can use it to automate the outbound dialing as well for marketting and invoices and other use cases
Although we are very happy with our pair of UCM 6308, we still think there are some things that can be improved to make this a prefect product! Have mentioned the main points we think that should be improved on other parts of the review.
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.
Grandstream almost always have a first response on any ticket within 24 hours, which is impressive. They do care to listen about customer problems and needs and are open suggestions / feature reuests, as long as there is a potential for the suggested change to benefit a big enough number of customers.
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.
We were considering a solution from Alcatel at first. Very stable implementation for sure, as there are no frequent updates and no new features. Also no conferencing solution was included. A separate solution was offered for extra cost. So the choice was between a very stable PBX which would be pretty much unchanged for ever and a dynamic solution that would constantly grow. Without any doubt we opted for the ever growing / changing solution, knowing this would cost us in minor problems / instabilities. We did NOT regret this decision. So having opted for a growing and constantly developed solution we also look into the solution provided by Yeastar. By comparing the 2 solutions it was obvious that the Grandstream UCM 6308 was the best solution for us.
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.
