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
TRUE
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 42)
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November 30, 2021

Best customer experience

Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Customer experience interacts directly with the agent makes the business really smooth and flexible.
  • Good for a well-established business that requires more direct interaction with the customer.
  • Not really good choice if the business has just started, not until it becomes large scale.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Simplifications in the suite are needed because we faced hard times with its implementation.
  • The product is price worthy when comparing it with what it really provides and offers.
  • Helps large-size organizations/businesses provide a good customer experience that complies with their complex business requirements.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • It gives us an idea of how difficult and tiresome it can be to implement a program like this for 2000+ employees.
  • We have reached AHT and CSAT goals that we have never reached before.
  • In general, it has been a good idea to implement this program despite the setbacks it gave, it has been worth it.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • We lost a lot of time implementing, it should be something a little simpler since it is great software
  • It has been a great help to organize us and to get a better look at the future of our company.
  • The price is very affordable for what the software offers, it is completely worth it.
Score 5 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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.