Cisco Unified Contact Center vs. LiveVox CCaaS

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.

Incentivized

LiveVox CCaaS is definetly the better option when comparing to other platforms that handle the same task. One of the main reasons that I love using the platform compared to products like Encore is that the audio isn't constantly buffering, unlike Encore if you have a failed internet connection the call does not stop or require you to reload the audio.

• 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.

Incentivized

• It provides all-in-one platform for calls, emails, SMS and chat interactions with customers.
• It has in built compliance controls for regulatory frameworks such as TCPA and CFPB. It has consent management tool as well.
• It gives agents access to notes from previous customer interactions. If a CX is calling about an unresolved issue, the agents are aware why CX is calling and can get into resolving the issue without again asking customer about the issue they are facing.

Incentivized

• 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.

Incentivized

• Some reporting features can be simplified (being able to determine if the member or agent releases the call).
• Enable video recording during the calls.

if it is up to me I would maintain its use. I was not able to make those decisions previously.

Incentivized

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

Incentivized

It does a very good job with agent tracking, workforce management, productivity tracking and availability tracking. Since it has inbuild compliance tools and controls, it eliminates any regulatory risks associated with calling, consent, etc. It has a decent in built reporting that helps plan the workforce.

Incentivized

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.

Incentivized

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.

Incentivized

Incentivized

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.

Incentivized

Scripting not supported

Incentivized

• 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

Incentivized

• This has made our time evaluating calls more efficient.
• Being able to open multiple tabs and calls allow you to easily multitask when you have to review multiple calls at the same time.