TrustRadius
CiscoOmnichannel Contact Center2019-07-28T14:38:58.227ZCisco Contact Center is being used by the ServiClub customer service sector. This sector has more than 200 agents that receive calls, emails, and chats from clients of the benefits program. All conversations are recorded and multiple historical reports are made for statistics. Since it is a benefits program, it is used in a clustered way to strengthen it.,Cisco Contact Center together with SocialMiner becomes an omnichannel contact center with access to social networks.
The solution allows you to create customized reports in order to have all the information the business needs.
The IVR Script is very intuitive, easy to configure and very versatile.,An improvement point can be to incorporate WhatsApp as a contact channel.
The cluster could be active-active and not master-slave.
Incorporate the call recordings natively.,10,Definitely have multiple contacts with customers.
Have powerful call statistics reports
Recording of all transactions with customers.,Genesys PureCloud,Cisco Unified Communications Manager (Call Manager), Cisco Webex Teams (formerly Cisco Spark), Cisco Business Edition 6000 (BE6000)JAVIER DADDINOSatisfied with CCX2019-07-30T14:47:57.099ZIt's being used by one department. It is focused on supporting students, especially in bureaucratic issues.,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.,9,We're a public university, we don't make business by CCX, so no ROI available. In any case, the increase in the quality of the service provided justifies the investment.,oriol lorenzo sevaAn expensive in house solution, with expertise in management. Involved but solid and reliable in all manners.2019-01-15T18:16:50.143ZWe used Cisco Unified Contact Center Express (UCCX) for the entire company but now are moving towards a cloud-based platform due to expansion limitations of UCCX to 400 seat capacity. Currently, we use Cisco Unified Contact Center along with Cisco Voice Portal for part of our company.,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.,10,The initial sunk costs for the project are significant and makes the decision a lot harder especially when you have so many cloud-based pay-as-you-go models out there now that can scale based on your growth.
If you keep the solution for longer then 5 years roughly, that is when it ends up being cheaper than cloud models. (Estimating this, I don't remember the exact pricing),Genesys PureConnect and NICE inContact CXone,Genesys PureConnect, NICE inContact CXoneVerified UserUCC is a class act if you know how to ACT :)2019-02-15T18:53:14.885ZWe have Multi-tenet UCCX deployment, or in simple words, multiple companies are being hosted on a single UCCX cluster. With Container approach, you can run a number of call center queues. UCCX scripts are simple and easy to set up and deploy, the whole contact center/call center mechanism works very systematically and with best practices followed it's ERROR FREE.
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 ).,10,Five9 Virtual Contact Center,Cisco Unified Communications Manager (Call Manager), Cisco Unified Border Element (CUBE), Cisco NexusVerified UserCisco Contact Center Express2018-07-11T01:40:21.981ZCisco Unified Contact Center is currently deployed across the organization by various call centers related to primary business functions related to customer interaction.,Call queueing
Detailed historical and real-time statistics
Agent skill based routing,Integration with CRMs
Scalability limitation of express agents
Availability of training,8,Reporting allows for training and development of customer service representatives.
Provide basic call recording as part of the system for training of agents without the need of separate recording servers.
Allows for agents to efficiently handle customer calls.,Genesys PureCloud, Five9 Virtual Contact Center and Nextiva Call Center,Cisco Unified Communications Manager (Call Manager), Microsoft Office 365, JabberDoug DreibelbisCisco Unified Contact Center (UCCX) Product Review2017-10-18T21:00:29.600ZWe currently have three departments using Cisco Unified Contact Center (UCCX). Our IT Helpdesk, Admissions department, and our college playhouse and theater. This system allows those groups to dynamically manage incoming calls around employee schedules.,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.,7,This product allows users to handle large call volumes more efficiently.
Once it is set up, there is a minimal need for ongoing support. End users are relatively self sufficient in using the system.
It has not required a lot of care and feeding, which is very important to us.,Nutanix, Nutanix Prism, Veeam Backup & ReplicationShawn UmanskyCan You Dig It?2014-09-05T21:57:07.188ZOur Cisco UCCE contact center powers our global contact center operations. We use it for multichannel support operations world wide. It is by far the most agile flexible contact center solution in existence. 100% of our inbound sales and support calls are treated by UCCE as well as various internal departments, also all of our automated outbound is implemented using Cisco sipDialer.,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,10,Efficiency in customer interactions, rich integrations allow for a multitude support costs savings, and revenue per call increases
Customer intelligence data to support better application design,,3500,5,Global Call Routing
Centralized Data Aquisition
Skills Based Routing
Advanced Systems Integration, CVP (VRU) integration with internal Datastores and API's
Flexible external Integrations, ServiceNow(Case Management), Salesforce(CRM), Internal Proprietary CRM (via Finesse API integration),Deep data integration for BI
Custom CTI Controls app developed by using Cisco Finesse (CTI) Api's
External DNC integration for India via CURRI interface.,10Mark ParejaCCX2016-03-22T20:34:47.110ZCisco solutions are currently being used in a consulting way, proposing the solutions to SMB and corporate clients that are using PTs HCS by Cisco. We are currently working with some other manufacturers also, like for example Collab, Alcatel, Avaya, etc.,Integration with Cisco's HCS
Support and online datasheets
Agent frontend integrations,Work with other PBX solutions
Having a visual IVR creator
Reporting,7,Normally the buying orders take some time to arrive.
The setup and customization is normally costy and lengthy,,Collab OneContact, Alcatel-Lucent Call Center Office, AvayaRui FerrazPrevious user wishing to return.2014-09-17T20:36:42.600ZThere are only a few people in the company that are using it to manage the VoIP system company wide. There are a only 3 or 4 managers of other departments that use a call center monitoring tool. They may have expanded it by now. The nice thing I found was that it was easy to use and move around. It made sense to me. It is also easy to teach others how to use. Adding, removing users and changing their abilities is super easy and again easy to teach others to perform some of these functions to lighten the load from me, the Cisco Admin at the time.,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.,10,The one thing I hear a lot is that the users can track their calls and time on calls to better support their numbers.,Cisco Unified Communications Manager,7,10Verified UserEasy to use and reliable.2014-08-30T01:46:32.200ZCUCC is used to manage multiple call queues across seven different campuses. We also use it for voice prompting menus and to play informational announcements.,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,7,CUCC does give good feedback to managers to see call statistics. It can lead to better customer service and employee efficiency.
The overall system availability and reliability has been great. With the High Availability redundant feature you can perform system maintenance without extended downtime.,,9Verified UserContact Center Express 9.x2014-08-27T14:48:29.947ZWe use Cisco Unified Contact Center Express for multiple departments that handle inbound callers. This product can handle anything from basic call queuing to complex scripting to accept caller input and pass this data along to agents to handle the call more effectively. Cisco’s real time statistics and historical reporting help supervisors manage their agents and plan for staffing accordingly.,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.,8,Kept our agents more accountable allowing the company to get more productivity for their dollar.
Licenses can get a little expensive and renewal of licenses.
Flexible scripting allows you to insert meaningful hold messages and greetings based on audience.,,10Verified User
Unspecified
Cisco Unified Contact Center
44 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
