Cisco Unified Contact Center vs TELUS Cloud Contact Center (TC3)

• 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.

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• Easy to [manage] users
• Easy to setup features
• Multiple device/apps to access the services

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• 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.

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• At times glitches show up while connecting several apps, however, it is not difficult to fix and manage across multiple platforms.
• The cost of the apparatus is not so competitive in order to pull more customers to the international market, that being said, if an individual wants to set up a home-based contact center then it has to be affordable like it offers services to big enterprises.
• Here and there is some mess with functionality while the connecting voices of multiple customers can be easily fixable.

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• Simplifications in the suite are needed because we faced hard times with its implementation.
• The product is price worthy when comparing it with what it really provides and offers.
• Helps large-size organizations/businesses provide a good customer experience that complies with their complex business requirements.

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• Cloud integration is easy on multiple channel apps and CRM gives the best response and saves time.
• There is not any glitch in the voice handling of customers and agents easily route calls to remote agents.
• Co-browsing and screen sharing is the best feature of its multitasking while one call with the consumer.

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