Cisco Unified Contact Center

Cisco Unified Contact Center

Top Rated
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About TrustRadius Scoring
Score 8.2 out of 100
Top Rated
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Cisco Unified Contact Center

Overview

Recent Reviews

Best customer experience

10 out of 10
November 30, 2021
I am using Cisco Unified Intelligent Center, call manager and ccmp, jabber, IP phones, etc. Basically, everything comes as a package to …
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Good enough

5 out of 10
July 21, 2021
Cisco Unified Contact Center is being used by our support contact centers. This tool allows us to call each other internally, make …
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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
  • Call forwarding (33)
    8.6
    86%
  • Agent dashboard (35)
    8.5
    85%
  • Live reporting (34)
    8.3
    83%
  • Historical reporting (34)
    8.2
    82%

Reviewer Pros & Cons

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Video Reviews

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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.

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 Avaya OneCloud CCaaS?

Avaya OneCloud CCaaS is a comprehensive, cloud-based contact center solution that delivers experiences for customers and employees. Users can connect everything—voice, chat, messaging, social, and screen—while bringing together resources, insights, and knowledge across the entire organization to…

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.

Features Scorecard

Contact Center Software

8.4
84%

Workforce Optimization (WFO)

8.5
85%

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 8.9.

The most common users of Cisco Unified Contact Center are from Enterprises (1,001+ employees) and the Information Technology & Services industry.

Comparisons

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Reviews

(1-25 of 43)
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Pratham Radadiya | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
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.
Amit Katyal | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Gustavo Alves | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
November 30, 2021

Best customer experience

Score 10 out of 10
Vetted Review
Verified User
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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.
Score 9 out of 10
Vetted Review
Reseller
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Review Source
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
Reseller
Review Source
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.
Bhawnish ㅤkumar | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.