Overview
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 For your sales team
Cisco Unified Contact Center - Still an Industry Favorite
Cisco Review
Amaizing features
Cisco Unified Contact Center, Great solution for your call centers
Best Contact Center Support System
A Solid solution for years to come
A Robust and Powerful Stable Contact Center Solution
Very good software for CC attendance
Cisco is awesome, despite some usability issues, it's great for contact centers,
Single point solution for customer needs
Best customer experience
Cisco Unified Contact Center (Enterprise) Review
This is how Cisco Unified Contact Center stands out of the crowd
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Live reporting (39)9.696%
- Agent dashboard (40)9.595%
- Historical reporting (39)9.595%
- Call tracking (38)9.494%
Reviewer Pros & Cons
Video Reviews
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Pricing
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.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Alternatives Pricing
What is Genesys Cloud CX?
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
What is Broadvoice?
Broadvoice is a provider of hosted voice, UCaaS, CCaaS, and CX solutions for small and mid-market enterprises and BPOs. Broadvoice solutions offer enterprise-class features to simplify communications and streamline operations.
Features
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.
- 9.5Agent dashboard(40) Ratings
Enables agents to track and view their individual and team performance.
- 9.5Validate callers(36) Ratings
Authenticates inbound callers with a customer ID.
- 9.4Outbound response(36) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 9.5Call forwarding(37) Ratings
Forwarding of calls to the appropriate agents.
- 9.6Click-to-call (CTC)(30) Ratings
Allows one-click calling for agents.
- 9.7Warm transfer(35) Ratings
Allows current agent to speak with new agent before call is transferred.
- 9.7Predictive dialing(27) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 9.6Interactive voice response(34) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 9.6REST APIs(30) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 9.5Call scripts(35) Ratings
Providing agents with a predefined conversation script.
- 9.4Call tracking(38) Ratings
Enables agents and managers to see the origin of the call.
- 9.6Multichannel integration(30) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 9.4CRM software integration(30) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 9.7Inbound call routing(38) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 9.6Omnichannel inbound routing(30) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8.8Recording(35) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 9.6Quality management(36) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 9.7Call analytics(37) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 9.5Historical reporting(39) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 9.6Live reporting(39) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 8.8Customer surveys(28) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 8.9Customer interaction analytics(30) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
- About
- Tech Details
- FAQs
What is Cisco Unified Contact Center?
Cisco Unified Contact Center Technical Details
Operating Systems | Unspecified |
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Mobile Application | No |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(129)Attribute Ratings
Reviews
(1-25 of 49)Cisco Unified Contact Center Accolades
Cisco Unified Contact Center For your sales team
Cisco Unified Contact Center - Still an Industry Favorite
Cisco Review
Amaizing features
Best Contact Center Support System
A Solid solution for years to come
A Robust and Powerful Stable Contact Center Solution
Very good software for CC attendance
Single point solution for customer needs
Best customer experience
Cisco Unified Contact Center (Enterprise) Review
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.
Cisco Unified Contact Center Review
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.