Reviews (1-18 of 18)
- Reporting - Interaction data is stored in MSSql databases that are open and accessible.
- Call Queuing and Routing - The scripting engine for both ICM and CVP is very robust
- Third Party Integrations
- The Cisco UCCX is a closed system - You can only customize within the boundaries of the systems capabilities
- Data manipulation and report customization in UCCE requires a skilled database resource.
1. Where you need access to your interaction data and you need to be able to create reports in line with your specific business objectives.
2. Where you need the capacity to run large voice marketing and sales campaigns.
3. Where you want to have a multi-channel (Voice, Video, SMS, WebChat and Social media) environment.
4. Where you want to be able to compare interaction data from your multiple channels
- Analysis and statistics of our agents
- Email and integration with social networks
- Virtualization support
- Cisco software itself for call recording
- Increased support for new tools or skills
- Integration with other contact center solutions
- Great detailed reporting for calls and SLA.
- Simplified login using Cisco Finesse and Softphone features.
- Support for voice and video for customer care.
- Options for WebRTC for Clients, instead of Cisco Jabber or Cisco IP Communicator.
- VPN less solution for Contact Center agent logins for CTI, Voice and Video.
- Easier call recording solution than using a third party solution for recording.
Our organization uses the Cisco UCCE product mainly in Lab configurations as a means to test out new features, perform AppDev on our offerings, perform POC or demos for clients, and/or to replicate a problem that a client may be experiencing.
Cisco UCCE is a full Omni-Channel capable routing platform that works with several industry third party applications to provide a robust and rich customer experience.
- Provides a great cradle-to-grave reporting capability of a customer journey through the Customer Contact Center.
- Integrations with numerous third-party vendors providing the end-user several choices in vendors offering similar offerings.
- The User community is vast, yet tight knit and collaborative spirited.
- Documentation set is vast
- Reliable once installed correctly and patched regularly.
- 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.
Cisco Unified Contact Center (UCCE) is best suited in the Large Enterprise Contact Centers that are geographically diverse (over 4K seats), and need to still support older ACD or PBX investments or have a need for a central routing platform to complement an array of ACD or PBX vendor connections.
Nice InContact and Genesys PureCloud offerings are better suited to survive the next 5-10 years as they require less investment in deployment and implementation costs, Data Center space, hardware, etc.
- It's robust, doesn't fail, and it works as expected. May sound obvious, but it's not for us.
- It's flexible, scripting is welcome!
- The web access for operators, it's perfect for us.
- Maybe could use Python as language for scripting.
- License price.
- Very reliable platform in general and works well as designed.
- The recordings done with Calabrio AQM are pretty reliable and work in tandem with Unified Contact Center fairly well.
- The Enterprise version Cisco Unified Contact Center has a lot of sunk cost involved and harder to support due to the expertise involved.
- Licensing and ongoing support is also a huge undertaking. Licensing is hard to understand for Cisco in general. When you have created a certification for understanding Cisco Licensing maybe that is a hint to simplify your licensing instead.
- The Express Unified Contact Center version is getting outdated and has capacity limitations. The Enterprise version is a huge undertaking to implement and get approved cost wise.
It's next to impossible to put everything that UCCX offer in words, but some of the features/functions/system that I like most are the Queuing mechanism, supervisor control, team & resource group approach, and call control through skills, idle, round-robin etc.
- Call Control & Call routing. UCCX approach is simple and effective.
- Reporting and accounting. With workforce optimization, you go beyond-- live call intercepts, supervisory control, call recordings, evaluation forms, surveys, workflows etc.
- Skills, CSQ, Triggers, Call control group.
- Ease of administration.
- Modern innovative agent desktop software.
- Finesse Administration and API.
- Ease in configuration, agent codes, call in codes, and automatic queue control through the telephone is a somewhat typical setup.
- Social Miner.
- Database servers, (3rd party reliance ).
- Call center applications that require advanced logic and more than basic call queueing
- It allows administrators to block out windows of availability and in-availability.
- It supports having lots of call recipients, and can be configured to specify exactly how those calls are handed off to recipients.
- It integrates well with other Cisco products, such as Call Manager (CUCM).
- Once it is set up, it can be managed relatively easily, but the initial setup can be quite involved and require expert resources.
- Global Contact Centers
- Centralized management and data acquisition
- Clientless/webbased CTI solution
- Very agile VRU/IVR
- Easy to use reporting platform
- Virtualization support
- Reliance on Microsoft is huge pit fall
- Need ICM modern API's
- Multi hypervisor support
- Support for automation tools (puppet,chefe,etc)
- CVP migration off of windows
- Stability in the software not crashing every week. I have had issues with a server not failing over to the backup server, then not failing back again in an older version. 6.x I believe.
- I had no crashes or lockups when upgraded to 8.x. I attribute this to the stable servers and software. Not to mention regular maintenance is easier when supervisors support you.
- Bad experiences with Cisco Unified Contact Center? I didn't have anything that I found bad with Contact Center. It always seemed to be hardware.
- CUCC has a fairly user friendly programming interface. Once you create scripts, it is very easy to duplicate them and edit them for each particular use.
- The step through reactive debugging is a great tool to test out new scripts or to troubleshoot existing ones.
- The integration with Cisco Unified Communications Manager works great when creating new Trigger numbers for applications.
- The agent interface is not the best. When using device mobility for agent extension login, the login process is quite cumbersome. More development on the one button login would be appreciated. The Cisco Agent Desktop work OK for login, but the need for LDAP authenticated users on the phone login really causes problems. If the agent could use a PIN instead of a password, it might be easier. Most Cisco phones do not have QWERTY keyboards.
- The programming relies on knowing HTML for certain processes like holiday schedules. Adding a few other date related features to scripts that do not rely on HTML might be helpful
- Ease of scripting. This is done with a java based visual application to help with setting up call flow in a single pane of glass.
- Reliable. With maximum uptime and high availability this product ensures even 24-7 shops stay operational.
- Integration. This product allows seamless integration into 3rd party applications, such as call recording and wall boards.
- Remote access. Would be nice for supervisors to be able to use a mobile app to manager the call center without being on corporate wireless.
- Agent Desktop improvements. This is outdated.
Express should fit well for 80% of businesses.
Cisco Unified Contact Center Scorecard Summary
Feature Scorecard Summary
About Cisco Unified Contact Center
Cisco Unified Contact Center Technical Details