Cisco Unified Contact Center

Score7.9 out of 10

139 Reviews and Ratings

What is Cisco Unified Contact Center?

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.

Categories & Use Cases

Contact Center

Call forwarding
Forwarding of calls to the appropriate agents.
Category average: 8.8
REST APIs
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
Category average: 8.5
Inbound call routing
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 9

Live reporting
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
Category average: 8.3
Call tracking
Enables agents and managers to see the origin of the call.
Category average: 8.9
Predictive dialing
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
Category average: 8.6

Most Frequent Users

Top 3 industries using Cisco Unified Contact Center.

Based on HG Insights installation data

View all Reviews

#1 most frequent

Health Care and Social Assistance

15.8%

177 installations of 1,123

#2 most frequent

Professional, Scientific, and Technical Services

15.8%

177 installations of 1,123

#3 most frequent

Finance and Insurance

13.0%

146 installations of 1,123

Esteban Gonzalez

System Specialist in Information Technology at Advania (1001-5000 employees)

Use Cases and Deployment Scope

We use Cisco Unified Contact Center for our own ServiceDesk to manage incoming calls and emails across our entire organisation. We recently moved to this Cisco platform because we needed to switch from our previous and needed an on-premise solution due to our customers requirements. This is the absolute leading on-premise contact center platform with many many years in the market and thus is a solid platform.

Pros

On-premise
Scalability
Control

Cons

Setup
Could unify the admin/config experience
Steep learning curve

Return on Investment

We configured it for our own ServiceDesk, without it we wouldn't meet their customers requirements of security. No other platform could offer an on-premise solution for this scale
As configurers of the platform we don't see profit ourselves

Usability

Alternatives Considered

Genesys Cloud CX, Genesys PureConnect (discontinued) and Puzzel Contact Centre Solution

Other Software Used

Genesys Cloud CX, Google Cloud Contact Center AI, Webex Contact Center

Wilfred Dsouza

Sr. Director in Information Technology at NTT Data (10,001+ employees)

Use Cases and Deployment Scope

I use Cisco Unified Contact Center for our internal needs with 3000 agents. I have multiple BU (business unit) using it for different needs. I have my BPO BU, Healthcare BU and Service desk

Pros

Routing and Queueing
Resiliency

Cons

Analytics
Webrtc
troubleshooting

Return on Investment

Cisco Unified Contact Center helps self server some particular use cases

Usability

Alternatives Considered

Genesys Cloud CX and Amazon Connect

Lee Russell

Helpdesk Analyst in Information Technology at Aussie broadband (1001-5000 employees)

Use Cases and Deployment Scope

We use Webex Contact Center as our primary voice platform. This is how a majority of our costumers interface with our support teams. Customer support is our main use case. We have over 400 calls in an hour for just one of our departments. Cisco Unified Contact center has allowed for a more unified communications method around the company with the ability to integrate into our existing webex usage.

Pros

Handle large call volumes
Flexibility when setting up call flows and automations
In depth Reporting
Good user management
wide feature set for call handling (manager drop in recordings etc)

Cons

the UI of the user management while functional could be a bit more unified. The contact center settings should be listed together with their Webex settings rather than in two different areas
more SCIM integration
bring hardware management from CUCM into WXCC rather than two separate portals

Return on Investment

It is currently as of this review handling 400-500 calls an hour with 200+ agents
Has been rock solid for the 3 years we have had it implemented.
While more expensive than the last solution it has been more reliable and more flexible

Usability

Other Software Used

Slack, Webex App, Microsoft Teams, Microsoft 365, Microsoft 365 Copilot, Microsoft Azure, Microsoft Intune, Atlassian Confluence, Atlassian Jira, Jira Product Discovery, Jira Service Management, Checklist for Jira

Verified User

Administrator in Information Technology (5001-10,000 employees)

Use Cases and Deployment Scope

Cisco Unified Contact Center is a solid and stable contact center solution which fits a large scale environment . It provides more flexibility and omni channels features . Cisco Unified Contact Center is one of the best On-Prem contact center solution as it provide a very flexible integration with different telephony systems . Cisco Unified Contact Center has a very stable with more than 30k configured agents

Pros

Scalability
Stability
Flexability

Cons

AI
APIs
Cloud support

Return on Investment

License
Scale
Operational

Usability

Gerardo Huerta Robles View profile

Ingeniero Consultor in Engineering at Vinet (11-50 employees)

Use Cases and Deployment Scope

End customers use Cisco Unified Contact Center as a channel to connect with their clients and the company, furthermore, they use this solution as way for merchandising campaigns for their sale team, in this way their Cisco Unified Contact Center is an important platform for the operation of the company because it is directly involved with profits. In our case, Cisco Unified Contact Center is part of our technical support call center, telesales teams and many marketing campaigns. As you can see, Cisco Unified Contact Center is a crucial part of our business, we have trusted in this platform to reach out to our end customers.

Pros

Income calls handling
Reports and dashboards
Team handling
Call flow and scripts for incoming calls
Integration with other collaboration solutions

Cons

Detailed reports, such as: a report for disconnected or hang out a call. Many times our end customer wants to know who hang out the call (the agent or the client) but this data is not easy to grab from Cisco Unified Contact Center, We have to refer to CUCM to collect this information and it's consuming time.
Better integration with recording solutions, many end customer doesn't have a good option for recording their calls, I don't know if there's a certified solution to integrate in a native way with.
Social media campaigns, integration with Facebook or Whatsapp, is possible?

Return on Investment

We can handle outage in a better way than before. With HA infrastructure, there's no concerns on loss of services, we can easy move to a secondary data center and operate as if nothing have happened, that's an important feature that not many solutions have.
Cisco Unified Contact Center telephone calls are the principal channel to contact customers and give them customer support, so the business has a complete dependency on this platform.
Quality of service is one of our main goals, we can capture metrics with the information taken from Cisco Unified Contact Center, see where we have a fault and try to solve it as soon as possible.

Alternatives Considered

Cisco Unified Communications Manager (Call Manager), Nuance Dragon Speech Recognition and Imagicle Call Recording

Other Software Used

Webex App, Webex Calling, Webex Meetings

Five9

Cisco Unified Contact Center

What is Cisco Unified Contact Center?

Categories & Use Cases