Skip to main content
TrustRadius
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.

Read more
Recent Reviews
Read all reviews

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)
    9.6
    96%
  • Agent dashboard (40)
    9.6
    96%
  • Historical reporting (39)
    9.6
    96%
  • Call tracking (38)
    9.5
    95%

Reviewer Pros & Cons

View all pros & cons

Video Reviews

1 video

Cisco Unified Contact Center Review - The One-Stop Shop
02:09
Return to navigation

Pricing

View all pricing
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

Would you like us to let the vendor know that you want pricing?

15 people also want pricing

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.

Return to navigation

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.

9.6
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

9.4
Avg 8.3
Return to navigation

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 Call analytics highest, with a score of 9.8.

The most common users of Cisco Unified Contact Center are from Enterprises (1,001+ employees).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(128)

Attribute Ratings

Reviews

(1-25 of 48)
Companies can't remove reviews or game the system. Here's why
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • ROI objectives have been positive
  • Customers of this product have ordered other products from us which has greatly increased revenue
  • Cisco is a known and trusted brand and our customers / partners appreciate that we do business with them
Gerardo Huerta Robles | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
ResellerIncentivized
  • We can handle outage in a better way than before. With HA infrastructure, there's no concerns on loss of services, we can easy move to a secondary data center and operate as if nothing have happened, that's an important feature that not many solutions have.
  • Cisco Unified Contact Center telephone calls are the principal channel to contact customers and give them customer support, so the business has a complete dependency on this platform.
  • Quality of service is one of our main goals, we can capture metrics with the information taken from Cisco Unified Contact Center, see where we have a fault and try to solve it as soon as possible.
Nigel Sankar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • A smoother route to helping end users with critical needs
  • With quick assist while on hold, less calls come into the pool while agents have the ability to assist more critical needs
  • The ability to work remotely during an extreme event assisting end users
November 30, 2021

Best customer experience

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Incentivized
  • 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
Incentivized
  • 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
Incentivized
  • 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
Incentivized
  • 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 to navigation