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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

TrustRadius Insights

Limited Variables: Users have found the platform to have a limited amount of variables available, impacting their flexibility and …
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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)
    9.7
    97%
  • 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.

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.

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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 Click-to-call (CTC) and Warm transfer and Predictive dialing 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

(131)

Attribute Ratings

Reviews

(1-25 of 49)
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Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Gerardo Huerta Robles | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
ResellerIncentivized
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.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
August 26, 2023

Cisco Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Nigel Sankar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Pratham Radadiya | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Incentivized
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
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
Incentivized
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
Incentivized
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 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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
Incentivized
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
Incentivized
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
Incentivized
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
Incentivized
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
Incentivized
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
Incentivized
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
Incentivized
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
Incentivized
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
ResellerIncentivized
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
Incentivized
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
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
Incentivized
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.
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