July 09, 2021
Return on Investment
- Ability to adjust agent priority easily
- Ability to apply a vanity number(s)
- Voice and screen recordings available for QA & training purposes
- Secure pause feature is great!
Filter Ratings and Reviews
Showing 36 of 92 Cisco Unified Contact Center ratings and reviews.
Reviews (1-25 of 36)
Companies can't remove reviews or game the system. Here's why.
July 30, 2021
Return on Investment
- Improved response times
- Improved QA analysis
July 21, 2021
Return on Investment
- Improvement with all our agents, they are hitting high goals.
- My business is growing, hopefully by the end of this month I'll hire 100 more agents.
- We are getting some unexpected and not desired downtime because of the issues the software gives to us.
Return on Investment
- Modify agent skills easily
- Voice and screen recordings
- Pause and resume recordings
July 19, 2021
Return on Investment
- Improved quality of support project provides
- Helped us reach KPI's and goals while simultaneously tracking them
- Helps us keep track of the satisfaction level from our customers end
Return on Investment
- Good call routing
- Excellent features
- Outdated licensing model
June 24, 2021
Return on Investment
- It has been very positive since it has helped me improve the quality of service for my clients.
- I would like you to expand a little more the number of agents that can be connected since my company is large and has more than 600 agents.
June 24, 2021
Return on Investment
- High quality, increases our profits.
- Faster than other apps.
- Most famous application.
July 21, 2021
Return on Investment
- We're getting bigger and better
- We are having improvement in all areas in our organization
- Users are happier since we are using, and we notice in our CSAT
Return on Investment
- Customer Satisfaction improved
- Employee Training simplified
- Quality Assurance effectiveness improved
May 18, 2021
Return on Investment
- Achieved enterprise call flow senerios
- IVR personalisation
- too many components in UCCE which is difficult to manage or troubleshoot
Return on Investment
- easier ressources management
- reduce number of agents with better call flow management and scripting
June 24, 2021
Return on Investment
- Ability to optimize customer experience/satisfaction.
- Better simplified management & training.
- Improved Staff retention.
- Easy to use/implement remote work.
Return on Investment
- Perfect and complex call routing.
- Scalability & reliability.
- Outdated licensing model.
- Poor campaign management.
July 01, 2021
Return on Investment
- Multiple downtime situations due to various failures
- Staff overtime in order to fix issues, often late at night
- Expensive to have vendors' technicians fix problems
March 03, 2021
Return on Investment
- Positive - very stable for simpler deployments
- Positive - caters well for easier, low complexity integrations
June 17, 2021
Return on Investment
- 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.
March 14, 2021
Return on Investment
- Ability to manage agents and calls
Return on Investment
- The removal of 4 disparate ACD systems within the environment and replacement of it with UCCE was a big positive in terms of ROI and decreases in support and maintenance costs.
- The negative side is the cost of additional integrations from the Solutions Plus partners to take you beyond the out of the box capabilities.
August 31, 2020
Return on Investment
- Because we support multiple channels and our version of Cisco does not support integration, it is a challenge to see our agents' full productivity in one place.
- For call-only agents, Cisco offers excellent real-time and historical reporting.
Return on Investment
- Our customers report an increase in customer satisfaction since they moved to UCCE
- Contact Center productivity can be measured easily
April 06, 2020
Return on Investment
- Improve the call handling efficiency.
April 08, 2020
Return on Investment
- Fast to implement so it brings immediate advantage.
- Adds transparency and control over customer interactions.
- Hard to follow licensing and support services.
November 15, 2019
Return on Investment
- Without our Lab we would not be able to maintain our Partnership and Certification statuses with Cisco so the ROI is monstrous for our organization.
Return on Investment
- I consider that the quality of service and functions are necessary for those who need an agent service.
- The reporting and analysis of calls with customers help improve the satisfaction of the help provided.
- Customers are satisfied with all the tools. The platform is complete.
Cisco Unified Contact Center Scorecard Summary
Feature Scorecard Summary
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.
Categories: Contact Center
Cisco Unified Contact Center Pricing
- Does not have featureFree Trial Available?No
- Does not have featureFree or Freemium Version Available?No
- Does not have featurePremium Consulting/Integration Services Available?No
- Entry-level set up fee?No
Must contact sales team for pricing.
Cisco Unified Contact Center Technical Details
| Operating Systems: | Unspecified |
|---|---|
| Mobile Application: | No |
Frequently Asked Questions
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.
What are Cisco Unified Contact Center's top competitors?
Webex Contact Center, Genesys Multicloud CX (formerly Genesys Engage), and NICE CXone (formerly NICE inContact) are common alternatives for Cisco Unified Contact Center.
What is Cisco Unified Contact Center's best feature?
Reviewers rate Omnichannel inbound routing highest, with a score of 8.7.
Who uses Cisco Unified Contact Center?
The most common users of Cisco Unified Contact Center are from Enterprises and the Information Technology & Services industry.