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Cisco Unified Contact Center

Cisco Unified Contact Center

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.

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Recent Reviews
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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

View all 22 features
  • Live reporting (39)
    9.7
    97%
  • Agent dashboard (40)
    9.7
    97%
  • Historical reporting (39)
    9.6
    96%
  • Call tracking (38)
    9.6
    96%

Reviewer Pros & Cons

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Video Reviews

1 video

Cisco Unified Contact Center Review - The One-Stop Shop
02:09
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Pricing

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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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  • No setup fee

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  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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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.

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LiveAgent is a help desk software designed to help users bring personalization to customer interactions. LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. It offers customer segmentation, automation, built-in CRM, and an…

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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.

9.7
Avg 8.3

Workforce Optimization (WFO)

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

9.4
Avg 8.2
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Product Details

What is Cisco Unified Contact Center?

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 Warm transfer and Inbound call routing and Quality management highest, with a score of 9.8.

The most common users of Cisco Unified Contact Center are from Enterprises (1,001+ employees).
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Comparisons

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Reviews and Ratings

(130)

Attribute Ratings

Reviews

(1-25 of 38)
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Score 9 out of 10
Vetted Review
Verified User
Incentivized
1) Cisco Unified Contact Center delivered a more reliable and dependable experience when compared to its competitors
2) The Cisco brand has a much better appreciation in the market compared to its competitors
3) The features on the Cisco platform were a better match to the features demanded by our end customers
Gerardo Huerta Robles | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
ResellerIncentivized
Cisco Unified Contact Center can integrate with all these solutions in a near-native way, with the use of a nuance speech recognition. We expand our services to autocall attendees for services that can be automated, so a user doesn't need to connect with an agent to receive the information that he requests, in this way he reduces time and call queues are faster than before. Imagicle gives us a hand with the records of all those calls that can be used for analytics reports, as an example: we collect information from the call in order to analyze why a person could be angry or happy with our services.
Nigel Sankar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
They both work independently great. Working with Webex Contact Center and Cisco Contact Center both holds up in the end.
What I like about Cisco Contact Center, you have the ability to host locally whereas Webex Contact Center is cloud based. Both are good products I would recommend as they are both under the Cisco Umbrella.
November 30, 2021

Best customer experience

Score 10 out of 10
Vetted Review
Verified User
Incentivized
A cloud-based contact centre requires more technical support as the system is still under development. Technical complex factors are more, the things don't come as a package like the Cisco Unified Contact Center does.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
For customers that don't prefer the cloud solutions because they're afraid of data leak and instead prefer the on-premise solution to maintain their customers' sensitive data on their contact centers, i.e. banking sector, UCCE would win. This doesn't mean the cloud CCaaS won't maintain or secure the data, sometimes it's just a matter of governmental regulations that the organization should follow/comply with. From the business requirements complexity perspective, UCCE would also win because the ecosystem, features, and capabilities within it give you the freedom to build up the contact center within that. However, you will exert extra effort in the implementation phase to fulfill that. Otherwise, you might go for CCaaS if your requirements aren't complex with fewer third-party integrations and if you need to come up with your contact center in a short implementation time.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Cisco Unified Contact Center has no comparison with any other software or app out there, For me, it is the most viable option if you want your organization to lead since you literally have everything you need to be able to develop your company and stand out from the others easily.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Cisco Unified Contact Center has proven to be very valuable despite its price, it can help in all areas of a company, like all software, it is not perfect, but it has great support, the support agents also give you solutions for certain problems and bugs that you may come across while using it, something that other software lacks.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
If you want your business to improve and grow, don't hesitate to buy this software, I'm pretty sure it will help your small and medium business to grow and be better, your co-workers and you'll be happy too, It's a beautiful software, not everything is perfect, it has some areas of improvement, but I know and I trust they will get the issues fixed soon enough.
July 21, 2021

Good enough

Score 5 out of 10
Vetted Review
Verified User
Incentivized
Cisco Integrated Communication Center it's a great match for Microsoft Power BI which provides excellent integration to create high quality and specific reports, a great feature when your organization already has its own way of analyzing performance and areas for improvement. I chose the Cisco Unified Contact Center because it is one of my daily tools.
Vojislav Kosijer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Both with similar purposes and features, but Cisco provides a better measurement for KPI's and target goals which are important to the client, while also helping us keep track of our employee's performance and how is that impacting our customer's satisfaction with the level of service received. Both are very unique and have their own purpose, but Cisco takes the edge.
Score 3 out of 10
Vetted Review
Verified User
Incentivized
Similar I guess, however, I feel like Avaya was more suited for a contact center and allowed for all information to be in one place. The QA Forms were more flexible and easy to review. Predicative analysis was available to assist with scheduling and staffing. It was easier to manipulate and implement- I didn't need to go through 3 different parties to make a simply modification.
July 08, 2021

Good call routing!

Duncan Hernandez | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Both Avaya and Cisco Unified Contact Center are great solutions in their own right. It is a matter of preference at a certain point. Both interfaces are solid and the agents have good visibility on their call progress. I'd say Avaya's live chat is a little more fleshed out, but I don't have the experience with Cisco Unified Contact Center's texting.
Score 3 out of 10
Vetted Review
Verified User
Incentivized
  • Genesys Cloud CX (formerly Genesys Cloud)
After our experiences with Cisco Unified Contact Center, we decided that a cloud solution would provide 24/7 uptime--and, it did. We actually picked Genesys Cloud over Cisco Unified Contact Center and have not had any regrets. Not only do we not have to deal with the telephone lines going down, but unlike Cisco, the new Genesys system is much more streamlined and simple for both users and admins.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Freshchat is more basic since it only uses stars to be able to rate the attention, instead Cisco Unified Contact Center is more complete and this software was chosen since it gives us a more detailed report and in the areas in which we can improve. And it is much cheaper, which is why the company is fascinated with Cisco Unified Contact Center.
Score 8 out of 10
Vetted Review
ResellerIncentivized
I have not used other vendors solution but I am quite familiar with the Webex Contact center cloud offering. I would say they both offer the basics but the Cloud offering is clearly the future. It is still improving and has some hiccups but will be a contender for the long run. The on-prem solution will still appeal to certain organization for a couple years, but at some point, cloud will prevail and hopefully the feature set will move over too.
Score 10 out of 10
Vetted Review
Verified User
Some of the solutions evaluated provided options which were not compatible with the existing infrastructure, while Cisco Contact Center Solution provided option for using existing hardware and network setup.
Bhawnish ㅤkumar | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Cisco Contact center has a very good Cisco TAC support which excel in troubleshooting for Cisco products.
It is easy to integrate with Cisco Call Manager which manages the phones and also with other third-party apps which are used for Workflow management and call recording. Licensing the product is also easy and managed through a simple GUI. The GUI interface makes it easy for a novice to configure the agents easily.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Since [Cisco Unified Contact Center] UCC has been around forever, there has been little to no effort to enhance UCCE/X as core platforms. Chances are good they will be sunset sooner than later. CVP has potential as an on prem solution. The future is Webex Contact Center as long as it can keep up with platforms in the CCaaS Magic Quadrant
Score 8 out of 10
Vetted Review
ResellerIncentivized
The closest comparison would be the Genesys Engage platform in terms of it being a non-SaaS CC environment and aimed at the higher end environment in terms of scale and complexity. Genesys [is] better if you want an all-in-one solution with accountability sitting in one area, but this can be costly. UCCE can deliver almost everything in one platform like Genesys, but is reliant on its partner integrations to give a 'comparative' experience.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Cisco is right in line with these solutions from a call agent management solution. While it may require more effort to build reports (or even exporting them to manipulate the data to look the way I need), Cisco offers access to all of the data I need.
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