Cisco Unified Contact Center Reviews and Ratings

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.

Likelihood to Recommend

If you are a medium to large company the Cisco Unified Contact Center is great and provides all the flexibility needed to handle complex call flows and large customer volume I wouldn't use this for small business or community groups due to the complexity. However if it was managed by a 3rd party that would make it suitable for smaller businesses. All this being said it is highly dependent on what the user wants out of a call center. if you are dealing with more than one internal team then its a good choice.

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

Likelihood to Recommend

for AI part , Cisco Unified Contact Center is not ready yet as there is no out of the box integration . For the Conversational IVR it doesnt have a native reporting support and alot of customization and configurations required to make it work. Cisco Unified Contact Center not supporting cloud and its on prem and this is a limitation. also not 100% API based solution compared to other solutions

Use Cases and Deployment Scope

In our organisation we use Cisco Unified Contact Center for customers between 500 and 10000 agents. Typically the customers we service are Fortune 500 companies who insist on the following

1) Rock solid reliability

2) Trusted and proven technologies

3) Highest levels of security

4) Single instance tenant for complete privacy

The customers most suited to Cisco Unified Contact Center are existing and established contact centres. Greenfield contacts centres are best suited on other technologies.

Likelihood to Recommend

Well suited for the following

1) Any customers where privacy is a high concern

2) Medium to Large to Extra Large scale deployments

3) Who already have an existing contact centre

4) Who have Cisco equipment in other parts of their business (such a CUCM's or CUBE)

Not well suited

1) Small to medium sized deployments

2) Deployments requiring large amounts of complex integrations

3) Deployments which do not have large amounts of available capital

4) Deployments which need to be up and running in a few days.

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.

Likelihood to Recommend

It is well suited for telesales teams, telephone marketing campaigns, and technical support teams. Obviously you need the integration with CUCM solution, but I think that excluding CUCM dependecy, Cisco Unified Contact Center is a great option. You can manage and integrate with many solutions for reports and automation. Support and documentation is widely known on Cisco Forums and TAC support is on another level. I don't recommend Cisco Unified Contact Center for small business where they can fit on less than 100 agents, because the cost/benefits is not appropriate, you can go with other solutions like Webex contact center. Cisco Unified Contact Center requires technical skills, server dependencies, skills or experience on all portfolios of Cisco collaboration and a good trainer team for end users.

Use Cases and Deployment Scope

I assist my customer (Superior Court of California, County of Ventura) with implementation and upgrade related activities. Cisco Unified Contact Center is used to provide the court with call centers for their specific departments such as Criminal, Traffic, and Family law. The court has call center agents that answer calls from the public. The court also utilizes this product for many different auto-attendants that the general public uses on a daily basis.

Likelihood to Recommend

I think this product is well suited whenever a call center is desired or recommended... it is not well suited for auto-attendant applications. It is also an excellent choice when integration is required with databases.

Use Cases and Deployment Scope

I use the product to develop IVRs and integrate customer data using Salesforce.

Likelihood to Recommend

Large enterprises. It's a very solid, well-tested platform. High availability. So anyone in a large corporation definitely makes sense. Where it's not suited, for smaller organizations that don't have that backend support, something like WebEx Contact Center would probably be a better choice.

Use Cases and Deployment Scope

We use this solution for call center usage,We have problems with power outage at the building and decided to adapted to the unified contact center.

Likelihood to Recommend

During instance of loadshedding,you dont have to worry about your sip device being offline as you can connect using webex

Use Cases and Deployment Scope

Cisco Contact Center is currently utilized by our Help Desk and Health department. Prior to Cisco Contact Center, calls came in via local PBX.

Having users to be on hold or simply ring until someone answers. With the help of Cisco Contact Center, now we have the ability to route calls to specific technicians with that assist in a timely manner.

Likelihood to Recommend

Call routing is a deal breaker for me. With the ease of having calls route to specific agents or groups that can assist the end user in more timely manner helps. Also scripting for quick help while on hold helps alleviate some of the easiest issues like a password change.

Use Cases and Deployment Scope

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.

Likelihood to Recommend

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.

Use Cases and Deployment Scope

Cisco Unified Contact Center is a great solution which has evolved in recent years. It needs more features now to compete with cloud solutions.

Likelihood to Recommend

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.