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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

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  • 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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N/A
Unavailable

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

(1-5 of 5)
Companies can't remove reviews or game the system. Here's why
Score 10 out of 10
Vetted Review
Verified User
Cisco Unified Contact Center is used for sales, marketing, product support and end user support (help desk) at our company, helping the customer care teams.
  • Great detailed reporting for calls and SLA.
  • Simplified login using Cisco Finesse and Softphone features.
  • Support for voice and video for customer care.
  • Options for WebRTC for Clients, instead of Cisco Jabber or Cisco IP Communicator.
  • VPN less solution for Contact Center agent logins for CTI, Voice and Video.
  • Easier call recording solution than using a third party solution for recording.
Cisco Contact Center solution provides options for easier solution deployment, simple integration to existing Cisco UC telephony and leverage the existing Cisco IP infrastructure for the organization.
Contact Center Software (13)
97.69230769230771%
9.8
Agent dashboard
100%
10.0
Validate callers
90%
9.0
Outbound response
90%
9.0
Call forwarding
100%
10.0
Click-to-call (CTC)
100%
10.0
Warm transfer
100%
10.0
Predictive dialing
90%
9.0
Interactive voice response
100%
10.0
REST APIs
100%
10.0
Call scripts
100%
10.0
Call tracking
100%
10.0
Multichannel integration
100%
10.0
CRM software integration
100%
10.0
Workforce Optimization (WFO) (9)
93.33333333333334%
9.3
Inbound call routing
100%
10.0
Omnichannel inbound routing
80%
8.0
Recording
80%
8.0
Quality management
80%
8.0
Call analytics
100%
10.0
Historical reporting
100%
10.0
Live reporting
100%
10.0
Customer surveys
100%
10.0
Customer interaction analytics
100%
10.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • Agents/Users are liking the browser-based CTI login.
  • Simple to code and create call flows, not needing to have critical expertise in call scripting.
  • Using existing Cisco IP/UC Infrastructure for implementation such as Cisco UCS and CUCM for the setup.
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.
Cisco 4000 Series Integrated Services Routers (ISR 4000), Cisco Webex Room Kit Mini, Jabber
200
Sales, Marketing, Product Support
4
Cisco UC Professionals
  • Marketing and support call flows.
  • New product roll-out support.
  • Migration support queue.
  • New product roll-out queue with option for user to enter.
  • On-call paging used with 3rd party apps.
  • After hours voicemail integration.
  • Wallboard for agents in office.
  • Being IP based, agents can use the application completely remote from home.
  • Reduce DID numbers, providing routing using Non-DID Private Internal Numbers.
  • Day of week and time of day, call routing to hunt groups.
Our company agents and supervisors are happy and satisfied using the Cisco Contact Center solution for all the queues and reporting, and based on the response, we would be renewing the support contract/continue using the solution.
Yes
Cisco Contact center replaced Avaya legacy solution, standardizing on VOIP infrastructure with softphones / hardphone and Cisco Finesse for agents. Management and support for Cisco contact center was.easier compared to Avaya, also simpler licensing terms for agents, outbound daler and IVR ports for the contact center as well as integration to other systems
  • Price
  • Product Features
  • Product Usability
  • Prior Experience with the Product
Product features was the single most important factor for decision on Cisco contact center. Robust solution with virtualization of servers, fully VOIP supported solution, integrating with Cisco CUCM, existing wall oats solution as well as back office database for call analysis. The reporting solution CUIC Cisco Unified Intelligence Center is a great tool for all the reporting for contact center
Solution should support vpnless access for agents, providing voice over browser as webrtc, and depend less on softphone / hardphone. Easy to integrate with CRM solutions such as salesforce, SAP, Microsoft dynamics.
Cisco Contact Center solution easily supports and integrates to existing UC Platform such as Cisco Unified Communications Manager, Unity Connection, and other products, providing a simple and convenient login for agents using desk phones and softphones.
We always prefer Premium support with Cisco TAC to support the business requirements and criticality of the services. TAC helps resolve severity cases faster, getting services restored.
Yes
Yes, as we upgrade to latest version of Cisco contact center, we have experienced bugs / defects, and opened support cases for those,received support to upgrade the version or patch those defects or works rounds for them
Cisco has provided exceptional TAC support for service outage, bringing back the servers which were down
April 11, 2016

Can You Dig It?

Mark Pareja | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Our Cisco UCCE contact center powers our global contact center operations. We use it for multichannel support operations world wide. It is by far the most agile flexible contact center solution in existence. 100% of our inbound sales and support calls are treated by UCCE as well as various internal departments, also all of our automated outbound is implemented using Cisco sipDialer.
  • Global Contact Centers
  • Centralized management and data acquisition
  • Clientless/webbased CTI solution
  • Very agile VRU/IVR
  • Easy to use reporting platform
  • Virtualization support
  • Reliance on Microsoft is huge pit fall
  • Need ICM modern API's
  • Multi hypervisor support
  • Support for automation tools (puppet,chefe,etc)
  • CVP migration off of windows
I would only recommend Cisco Unified Contact Center for large 500+ agent contact centers.
  • Efficiency in customer interactions, rich integrations allow for a multitude support costs savings, and revenue per call increases
  • Customer intelligence data to support better application design
No other product is as flexible or diverse as the Cisco UCCE product line. You are likely to find a number of solutions that work with UCCE .
3500
Contact Center Agents Sales and support
5
2x UCCE Engineers
2x Scripting Engineers
1x UCCE Architect
  • Global Call Routing
  • Centralized Data Aquisition
  • Skills Based Routing
  • Advanced Systems Integration, CVP (VRU) integration with internal Datastores and API's
  • Flexible external Integrations, ServiceNow(Case Management), Salesforce(CRM), Internal Proprietary CRM (via Finesse API integration)
  • Deep data integration for BI
  • Custom CTI Controls app developed by using Cisco Finesse (CTI) Api's
  • External DNC integration for India via CURRI interface.
The new features being released provide a next generation approach to call routing and handling.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
There are only a few people in the company that are using it to manage the VoIP system company wide. There are a only 3 or 4 managers of other departments that use a call center monitoring tool. They may have expanded it by now. The nice thing I found was that it was easy to use and move around. It made sense to me. It is also easy to teach others how to use. Adding, removing users and changing their abilities is super easy and again easy to teach others to perform some of these functions to lighten the load from me, the Cisco Admin at the time.
  • Stability in the software not crashing every week. I have had issues with a server not failing over to the backup server, then not failing back again in an older version. 6.x I believe.
  • I had no crashes or lockups when upgraded to 8.x. I attribute this to the stable servers and software. Not to mention regular maintenance is easier when supervisors support you.
  • Bad experiences with Cisco Unified Contact Center? I didn't have anything that I found bad with Contact Center. It always seemed to be hardware.
I feel that a larger company with multiple locations would be well suited for this product as it is easy to manage. Phone replacement is very easy. New user setup is just as easy. Easy to train others to use at other locations as well.
  • The one thing I hear a lot is that the users can track their calls and time on calls to better support their numbers.
Simply contains so many more abilities for the customer.
7
if it is up to me I would maintain its use. I was not able to make those decisions previously.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
CUCC is used to manage multiple call queues across seven different campuses. We also use it for voice prompting menus and to play informational announcements.
  • CUCC has a fairly user friendly programming interface. Once you create scripts, it is very easy to duplicate them and edit them for each particular use.
  • The step through reactive debugging is a great tool to test out new scripts or to troubleshoot existing ones.
  • The integration with Cisco Unified Communications Manager works great when creating new Trigger numbers for applications.
  • The agent interface is not the best. When using device mobility for agent extension login, the login process is quite cumbersome. More development on the one button login would be appreciated. The Cisco Agent Desktop work OK for login, but the need for LDAP authenticated users on the phone login really causes problems. If the agent could use a PIN instead of a password, it might be easier. Most Cisco phones do not have QWERTY keyboards.
  • The programming relies on knowing HTML for certain processes like holiday schedules. Adding a few other date related features to scripts that do not rely on HTML might be helpful
Cisco Unified Contact Center is well suited for call center queues. It could have more features to allow call center queue managers to make changes without programming assistance.
  • CUCC does give good feedback to managers to see call statistics. It can lead to better customer service and employee efficiency.
  • The overall system availability and reliability has been great. With the High Availability redundant feature you can perform system maintenance without extended downtime.
I have used older Avaya ACD systems. Avaya had multiple platforms to perform what CUCC does on one platform. The CUCC user and programing interfaces are much more user friendly.
We rely heavily on Cisco platforms. CUCC integrates with our other Cisco platforms and with our enterprise support and licensing agreements.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use Cisco Unified Contact Center Express for multiple departments that handle inbound callers. This product can handle anything from basic call queuing to complex scripting to accept caller input and pass this data along to agents to handle the call more effectively. Cisco’s real time statistics and historical reporting help supervisors manage their agents and plan for staffing accordingly.
  • Ease of scripting. This is done with a java based visual application to help with setting up call flow in a single pane of glass.
  • Reliable. With maximum uptime and high availability this product ensures even 24-7 shops stay operational.
  • Integration. This product allows seamless integration into 3rd party applications, such as call recording and wall boards.
  • Remote access. Would be nice for supervisors to be able to use a mobile app to manager the call center without being on corporate wireless.
  • Agent Desktop improvements. This is outdated.
May want to consider Contact Center Enterprise if your business needs geographic diverse call centers or follow-the-sun support.
Express should fit well for 80% of businesses.
  • Kept our agents more accountable allowing the company to get more productivity for their dollar.
  • Licenses can get a little expensive and renewal of licenses.
  • Flexible scripting allows you to insert meaningful hold messages and greetings based on audience.
Cisco Unified Contact Center Express was a replacement for legacy Avaya scripting with vectors and VDNs. This is much more intuitive and flexible.
Familiar with Cisco Unified Contact Center. Confident in its performance.
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