Cisco Unified Contact Center

Cisco Unified Contact Center

Top Rated
Score 8.3 out of 10
Top Rated
Cisco Unified Contact Center


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.
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  • Call forwarding (33)
  • Agent dashboard (35)
  • Live reporting (34)
  • Historical reporting (34)

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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.

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Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent…

What is Broadvoice?

Broadvoice aims to simplify communications for small and medium businesses (SMBs) by combining cloud PBX, UC and collaboration features with virtual call center in one Unified Communications as a Service (UCaaS) platform that delivers enterprise-class features.

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Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

8.5Avg 8.4

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

8.7Avg 8.5
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Product Details

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.

Cisco Unified Contact Center Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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.

Reviewers rate Inbound call routing highest, with a score of 9.

The most common users of Cisco Unified Contact Center are from Enterprises (1,001+ employees).
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(1-25 of 43)
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Pratham Radadiya | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Cisco Unified Contact Center Enterprise is a contact centre solution with a lot of flexibility. It is highly adaptable and offers a significant number of capabilities for a very very large business, all of which aid in providing effective customer service, a superior next-generation experience, and uninterrupted operations.
  • 15+ languages supported
  • Easy to export any report
  • Remotely accessible
  • User interface is a bit tricky to use
  • Changing configuration also requires someone with technical knowledge about the platform
  • Licensing is also an inconvenience
All the Cisco products are best at industrial standards. Cisco Unified Contact Center is also one the best call center management software used by many other large organizations. The biggest advantage of Cisco Unified Contact Center over others is that its scalability and automation can not be compared to other competitors.
We have been using Cisco Unified Contact Center for over 2+ years and had next to zero downtime which is simply amazing.
To be honest, there are tools better than Cisco Unified Contact Center because it largely depends on third party integrations with better alternatives available now a days. However, Cisco Unified Contact Center has its own standards in terms of user experience and client satisfactions which serves every customers with a flawless experience.
Amit Katyal | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Cisco Unified Contact Center is a great solution which has evolved in recent years. It needs more features now to compete with cloud solutions.
  • IVR solution
  • Reporting
  • Database integration
  • Licensing
  • Features
  • Interactive reporting
Cisco Unified Contact Center is well suited for small-to-medium scale companies with their own data center. Companies with simple IVR needs will be suitable for this product. The high availability provides a good and simple add on for companies that want extra reliability at reasonable price.
It's a great product which has been solid for many years. It needs more features to compete with bigger guns, hence the rating of 8.
We need to popularize less utilized features of uccx by increasing the documentation for them.
Score 10 out of 10
Vetted Review
Verified User
Cisco Unified Contact Center is being used in many organisations we work [with] as a vendor, to help them make or receive calls related to sales, support, employee help, etc as a Contact Center Solution. It's a very stable and robust solution, customers do not want to migrate to any other contact center solution.
  • Call flow customisation using scripting
  • Database integration
  • CRM integrations
  • Licensing is not fully unified
  • Call scripting interface should be more friendly
  • Call scripting not supported by RAC
Cisco Unified Contact Center Express is easy to deploy, less resource-intensive, [has] great technical support by well known Cisco TAC, great capabilities, granular call customisation, can be integrated with database, CRM solutions to support the customers in much better ways, can be used for many small to medium Contact Center Solution.
Call scripting support must be provided, at least basic call flow customisation and not a straight no from Cisco TAC. Network engineers are not software programmers who are well versed with scripting or programming. There should be more resources available for training. For ucce there is very less resource to understand and deploy the product.
It's a powerful product with every feature packed in the solution. Inbound or outbound calls, chatting with the agent or integration with database, CRM, recording solutions, workforce optimization, call customisation, call queues, IVR, call campaigns, detailed reports and everything that you would like to have in a Contact Center Solution is there already. It is a proven product [that] is highly robust and stable.
Gustavo Alves | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Cisco manages to be efficient for both remote and face-to-face work. It is used to contact customers, partners, and all company stakeholders. We transfer to other sectors to be able to finalize the services with the customers, thus trying to verify case by case in each system available in each sector.
  • Integrations with CRMs.
  • Pause and resume calls.
  • Customization of reports.
  • Sometimes it becomes a little complex to work with the tool, sometimes due to slowness or failures during login.
  • The support leaves a lot to be desired, sometimes it responds quickly and sometimes it takes a long time to get the necessary service.
I would recommend it to other people in my contact and business circle, but if I recommend it to someone who has certain difficulties in accessing some tools within Cisco, he may have great difficulty in getting help because of the support that is lacking in most of the times.
As I said before, I think the support fails a lot sometimes. It works eventually. Sometimes it's fast, sometimes it's slow. And not being sure you have support ready, hurts the overall experience of the tool.
Overall, the tool is amazing. We were able to perform all the mini-tasks that we have in each of the calls. And with the difficulty of support, we deliver this note. But we believe that if support improves, it's 10 for sure!!
Score 10 out of 10
Vetted Review
Verified User
The CUCC is being used within the organization to be able to get in touch with our customers at our centers, make transfers to other areas of the sector to be able to perform our customer service with excellence.
  • Able to pause and resume the call to check system information.
  • Call transfer
  • The possibility of monitoring contacts.
  • Sometimes due to system failures, we end up being forced to restart the page and re-login.
  • Sometimes it ends up being a little slow.
  • It takes a long time to complete 100% of the implementation.
Cisco is clearly the reason for our excellence in service. We are able to answer, make and transfer calls. Pause, resume, report agent service, and yes I would recommend it to my business colleagues.
Service is awesome. If you have any problems, it's easy to solve with the customer service ready to help.
Score 8 out of 10
Vetted Review
Verified User
In our [organization] Cisco Unified Contact Center is basically used for multichannel contact management over an IP infrastructure basically to interact with customers & internal employees over voice, email, webchat, and social media. It’s an all-in-one solution for call center agents to work under one umbrella.
  • It’s an easy to deploy & easy to use solution.
  • It smoothly [integrates] inbound and outbound voice applications with Internet applications such as real-time chat & E-mail.
  • Better management of incoming calls with conditional routing.
  • The licensing mechanism for enabling each feature is really complex.
  • Administration is a nightmare.
  • The application is bit heavier than its counterparts.
  • The solution is bit expensive.
I really enjoy being able to quickly pull call and agent statistics for both historical and real-time data. I like that I can build dashboards using different reports. I like the way I can export the reports to an excel or CSV file. Also, everyone can customize their own reporting & dashboard.
Cisco Unified Contact center is a very smart & reliable solution to go for. Its active-active sight base architecture and [customizable] features really help to deliver efficient customer service, enhanced next-gen experience, and uninterrupted operations. I believe every [organization] should opt for it if required.
I gave it 8 out of 10 because of its commendable features & its reporting dashboard which can be [customized] as per user requirements.
November 30, 2021

Best customer experience

Score 10 out of 10
Vetted Review
Verified User
I am using Cisco Unified Intelligent Center, call manager and ccmp, jabber, IP phones, etc. Basically, everything comes as a package to provide a contact centre setup. Creating agents, providing access, and addressing the issue faced by the users. Cisco provides such a good service that once the user understands the system properly then the user experience is really awesome, on day to day basis the issue we came across is not because of any discrepancy in the product but lack of understanding on the user side, which also can be reduced by providing orientation program.
  • Reporting related to call details , agent details, billing, etc.
  • Routing as per the user requirements as part of redundancy.
  • Best customer experience through the technical assistance.
  • GUI of CUIC can be improvised.
  • API development could be more effective for avoiding the slow loading of some features in CUIC.
  • The user helping manual must be included in the call manager to handle some configuration that requires long-term memory power of the brain.
Cisco Unified Contact Center is best suited for the eCommerce business that sells products, but in order to support big telecom services, it needs more automation. Some users have a habit of spending less and squeezing more, for them if contact centre services are required then there are lots of things to be done through automation which will reduce the frustrating human-based error which seriously impacts business.
Score 9 out of 10
Vetted Review
Verified User
We have been partners with Cisco for more than 15 years. It's used in most of our customer deployments as a contact center solution to provide and fulfill the extreme level of complex call flow design requirements. It addresses an extreme level of personalization from a call flow, IVR, routing, and reporting perspective. It has a very simple user-friendly UI. Also, it can be integrated with multiple third-party solutions for recording, like Verint. The agents can log in to their PC using Finesse over an internet browser, so no extra software is needed for agent login.
  • Advanced features for call routing development.
  • Omnichannel.
  • Contact center monitoring dashboards.
  • Customization capabilities.
  • Hard times with implementation, due to some complexities in the solution suite.
Cisco UCCE is a good choice for large and complex contact center environments, where the call flows should be integrated with multiple backend systems, making them a good fit for UCCE as a use case to deploy. It also fits well with the customers that have widely distributed agent offices that are connected through capable networking bandwidth. It fits also in all the business types, especially in the banking sector, because most of our deployments were in that type of business.
Score 9 out of 10
Vetted Review
Verified User
In our organization's IT department, we use the Cisco Unified Contact Center to address common problems for our own employees such as supervisors, SMEs, agents, and Program Managers to attend from password resets to red codes opening specific program glitches. This program is very intuitive and you can customize it for each case solution.
  • Deliver a proactive and personalized customer experience
  • Support for 25+ languages
  • You can create a wide variety of customized dashboards
  • It's difficult to implement and it takes a lot of time
  • Some features suddenly stop working and we have to reload the page it or restart it
  • Some bugs that can take a long time to fix
A good scenario to implement this software would literally be any scenario where you want your organization to be the leader in the industry since it has many tools to solve problems and provide excellent customer service, you have real-time data features that you can take advantage of to improve your team.

It is an excellent option in all scenarios since it is well suited to work with any type of call center from 10 people to 10,000 the benefit is always the same.

Score 8 out of 10
Vetted Review
Verified User
We started to implement Cisco Unified Contact Center in our company after having a bad experience with other software, I found it great to have implemented it, it offers solutions for our contact center of more than 1000 agents and it is growing.

The communication for the agent is excellent since this software allows you to equip agents with multi-channels of communication that allow them to take chats, calls, emails, and more.

Only with this, it is worth mentioning that we have had a growth in our satisfaction surveys since we provide more personalized customer service and also much faster.
  • Provide multichannel for contacts to have a better customer service.
  • It has a great IVR tool feature that helps us retaining our customers.
  • It provides solutions for small, medium and large companies, so everyone can try it
  • Needs some time to get it installed and fully implemented.
  • Sometimes it bugs a little bit with some features.
  • Is not that easy to integrate with APIs and other tools.
To be accurate we use Cisco Unified Contact Center in almost all areas of our company, whether to evaluate our agents, for statistics about how many contacts we receive daily, it is clearly our best option to be able to have everything in order in our company and I am sure that this makes it 100% recommended for any contact center.

It is a little less appropriate if you have a rush implementing the system after having another one, as this takes a long time and is stressful and tedious to implement.
Score 9 out of 10
Vetted Review
Verified User
The application is being used by most departments. Other departments have specific applications more in line with their respective role in the company. Cisco Unified Contact Center provides a centralized hub for all incoming contacts, which makes it easier for our QA and RTA specialists to view and analyze data on top of making it easier for our teams to handle the priority contact due to importance.
  • Great interface
  • Easy to use
  • Easy to learn
  • Great adapatation
  • Task scheduling
  • Performance tracking
When you receiving multiple types of contact through the same channel you are able to quickly filter the different types of requests incoming with the help of Cisco Unified Contact Center. This makes it easier to take the contact of first priority first and move on to the second priority contact after finishing the first ones.
Score 5 out of 10
Vetted Review
Verified User
Cisco Unified Contact Center was originally thought to improve in some areas of opportunities in our business, it was good to deliver some results, however, we find a lot of glitched and errors on it, that we can handle at this time but, we'll really expect this software to improve and their creators to put a little bit more effort on support when is needed.
  • Good management and easy-to-use
  • Customer Satisfaction improved a lot
  • Contacts are easy to handle
  • It's really glitchy sometimes
  • It lacks on support when it fails
  • It's losing potential if lack of support and glitches are not solved
Cisco Unified Contact Center is doing particularly well for my small business, I manage around 245 people in here, and they are doing great with this software, is not that complicated to have them monitored and call recordings have a great quality.

Sometimes I just get disappointed with the glitches, but it's not the glitch itself (like you cannot press the Dial button, or you cannot jump from one page to another) is the unresponsive service desk they have.
July 21, 2021

Good enough

Score 5 out of 10
Vetted Review
Verified User
Cisco Unified Contact Center is being used by our support contact centers. This tool allows us to call each other internally, make outbound calls to our customers, and also accept inbound calls from our customers directly. This tool also allows us to transfer calls. It tracks our call volumes, agents statistics as well as our call handling time, hold time, and several other factors.
  • View my daily statistics
  • Manage available status
  • Pause and resume call recordings as needed
  • Call handling and analysis
  • Track trends
  • Agent statistics
In order to be able to understand historical data, contact trends, and call forecasts I need to manually compile data from various reports. With the Cisco Unified Contact Center, it’s hard to understand why calls can't be handled. Reporting and statistics are hard to analyze. I can’t forecast growth or staffing needs as I wish.
Vojislav Kosijer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Cisco Unified Contact Center is used across the department for one of the most important tasks, and that is to survey customer satisfaction rating which helps us understand the level of support we provide, make better adjustments and improvements in our support and it also helps us measure/improve performance of our agents during the calls.
  • Allows us to measure performance of employees
  • Allows us to gather service satisfaction rating from customers
  • Multi-channeled feature that allows smooth communication within the company
  • Multi-channeled features allow easy communication with the client
  • It would be nice if it could support more agents to be connected at the same time
Cisco UCC is mostly used as a tool that allows us to gather information and feedback about both services we provide to our customers, and also allows us to maintain the service we provide by measuring the performance of our agents and making sure their knowledge is always up to date.
July 13, 2021

CUCC works well

James Hollemans | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
We have several contact centers with several queues managed by CUCC
  • Comprehensive
  • User Friendly
  • Extensible
  • Documentation
  • Training
  • reduce segmentation
Well suited to large call centers, not cost effective to smaller organizations
Score 9 out of 10
Vetted Review
We have agents working from a couple of offices and/or remotely for some others. Cisco Unified Contact Center helps us solve issues of personalization required for call flow and IVR, and in total transparency for our customers. Finesse (the agent cockpit) is intuitive and easy to use. In terms of reporting, we also get everything we need. We also use the call recording feature (OEM calabrio).
  • Easy to use agent cockpit (Finesse) available from web browser.
  • Lots of integrations available (Calabrio, Verint, CRMs, etc...)
  • High level of personalization (need some scripting skills/resources)
  • May need scripting skills (vs new Webex Contact Center which is easier to configure)
  • Rely on third party solution (Calabrio) for call recording
Cisco contact center Express is well suited for small/medium CC (up to 400 agents). It is also easy to implement when already in a cisco (CUCM) environment. But, going forward, I would suggest looking for the new Webex Contact Center (Cloud/SAAS Cisco offering) as the new features/updates might be available sooner/quicker on this new platform, more agile.

Score 3 out of 10
Vetted Review
Verified User
[Cisco Unified Contact Center] is being used by our contact centers. It allows us to call each other internally, make outbound calls to our customers from designated CSQs, and accept incoming calls from out customers directly or calls that have been routed through different support queues. It tracks our call volumes, agents statistics as well as out call handling.
  • Allows us to pause and resume the recording as needed for PCI purposes
  • Adjust agent ready status as both the agent and a supervisor
  • View my history for today
  • Call handling and analysis
  • Agent handling and analysis
  • Tracking and understanding historical and present trends
In order to understand historical data, trends, and anticipated volume I need to manually piece together information from several different reports. [With Cisco Unified Contact Center it] is difficult for me to understand why calls were not handled (ie. agent availability, staffing, internal errors, complications, simply low volume, etc.) Reporting and statistics is difficult to analyze. I have trouble understanding trends. I can't anticipate growth or staffing needs.
July 08, 2021

Good call routing!

Duncan Hernandez | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Cisco Unified Contact Center is used for our customer experience through our call center. Our agents help clients and customers with any issues, new business opportunities, or any other items. The cisco call integration is a part of making the customer experience smoother by wasting less of our agents and customers time.
  • Self-service
  • Data collection and analysis
  • Routing system
  • Other tools for integration
  • Licensing model is old
  • Some call options are limited
For routing calls and getting our customers to the right agents, this is where Cisco Unified Contact Center shines. There are always hiccups in the process, but for the most part, this alone saves enough time to keep our agent utilization high and our customer turnaround time low. For large call centers, this is a must have.
Score 3 out of 10
Vetted Review
Verified User
Cisco Unified Contact Center was being used by our call center team. Obviously, since this is a call center solution, it addresses the business problem of needing to set up multiple agents to be enabled to receive multiple calls in a queue based system. It is also used by the peripheral staff that need to use it to run reports.
  • Ability to expand
  • Control and ownership of solution
  • Ability to customize
  • Use of special proprietary software in order to edit the call flows
  • More complicated and dense than it needs to be
  • Solution is not made for remote work
Cisco Unified Contact Center is well suited for large organizations that are able to host their own, on premise servers, and are able to properly manage that. Cisco Unified Contact Center is not well suited to any sort of call center that needs 24-7 with no downtime, or for any remote work.
Score 10 out of 10
Vetted Review
Verified User
Cisco Unified Contact Center is used in my costumer services department, where it provides us with a solution through software that in turn is very sophisticated and secure, which makes the company more confident with the services. But what it has helped us the most is in surveying customers since this way we can measure the performance of the agents and the areas that need improvement.
  • Helps us collect data, information and comments from our customers.
  • It is very complete since it has different channels to be able to communicate with clients and locate their needs.
  • There is a great communication between agents and supervisors in order to improve the productivity of the processes.
  • I could expand the maximum number of agents that can be connected since my company amounts to more than 600 agents.
  • It could be a little more personalized with graphics to make the KPIS review faster.
It is very appropriate to know how my agents are doing their work, such as customer service since it is a service of utmost importance for my company and helps me determine how to improve. It also helps me to know the interests of my clients in order to offer them quality services and that the company is always at the forefront with the strictest needs of my clients.
Score 8 out of 10
Vetted Review
As a reseller of Cisco solution we have a contact center of our own to offer our clients the desired service. Working with two dedicated teams (tech & software support) we have built a CCX environment that manages incoming call with skills based routing to make sure the best available resource handles any situation coming from our clients.
  • Skill based routing.
  • Reporting thru CUIC.
  • Easy to use Finesse UI.
  • Scripting config.
  • Integration of third party tools.
  • Admin portal.
It works as expected for an on-premise solutions as part of the Cisco collab suite. It's reliable and can be made redundant. Although it is simple to use, it does offer a great level of customization that may suit business looking to integrate widgets or include 3rd party solution such as CRM. It's a bit more complex form and admin standpoint but with proper training, it's proven to be quite powerful.
Score 10 out of 10
Vetted Review
Verified User
Cisco Unified Contact Center is used for sales, marketing, product support and end user support (help desk) at our company, helping the customer care teams.
  • 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.
Cisco Contact Center solution provides options for easier solution deployment, simple integration to existing Cisco UC telephony and leverage the existing Cisco IP infrastructure for the organization.
Cisco Contact Center solution easily supports and integrates to existing UC Platform such as Cisco Unified Communications Manager, Unity Connection, and other products, providing a simple and convenient login for agents using desk phones and softphones.
Bhawnish ㅤkumar | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
It is used in all our customer deployments as a contact center solution to mitigate the extreme level of complex call flow design. It adresses extreme level of personalisation in terms of call flow, IVR,Time of day routing , database reporting, and Workflow management. It has a very simple UI interface and can be integrated with muliple third-party vendors for recording eg Verient and Callabrio solutions. Our agents can log in to their PC using Finesse over an internet browser so no extra software is needed for agent login.
  • No extra configuration needed on agents PC as he/she can login via any internet brower
  • Agents can use sofphone or hardphone to login as per theye convinence
  • Easy integration with third-party vendors for wor flow management and call recording
  • Sometime finesses gives a lot of error if java is updated on windows
  • Script troubleshooting is not supported by cisco TAC which should be included
  • its licensing is still not integrated with PLM so changing any network parameter like NTP,DNS need a license rehost
  • Considering size of user,UCCX should accommodate more number of users as in UCCE
It is well suited for a small to medium size environment where a number of users is 300-600 as in UCCX. For more than 1000 for UCCE. Also, it is well suited for complex call flow designs for telecoms and call centers type of environment where number of call flow is extremely high and not like it's in small offices.
Score 10 out of 10
Vetted Review
Verified User
Cisco Unified Contact Center is being used by two departments in the company. Cisco Unified Contact Center allows calls to be distributed to these departments, incoming calls to be managed, and [managers can] see and report on agents, calls, etc.
  • ACD
  • Logging
  • Agent monitoring
  • None
Cisco Unified Contact Center is well suited for small to medium size contact centers.
Score 6 out of 10
Vetted Review
Verified User
[Cisco Unified Contract Center] is the primary contact center platform used in our org. We have a large CC environment that is an essential component of our business. The platform caters to various lines of business that supports help desks and customer support lines spread across the globe.
  • [Cisco Unified Contract Center] as an on prem platform is a robust legacy platform
  • UCCX is also a stable on prem solution for smaller call centers
  • CVP added to a [Cisco Unified Contact Center] design is more advanced in delivering customized self service and Omni channel treatments
  • The basic code of pretty much all [Cisco Unified Contact Center] platforms haven't changed in forever
  • The newer releases focus more on bug fixes rather than providing innovative integrations
As pertains to [Cisco Unified Contact Center] UCCE and UCCX - whether on prem or hosted, are more suitable for contact centers of different sizes - where complex integrations is not a major business requirement.
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