TrustRadius
CiscoCisco 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 User
Unspecified
Cisco Unified Contact Center
35 Ratings
