Best Contact Center Support System
Cisco Unified Contact Center Enterprise is a contact centre solution with a lot of flexibility. It is highly adaptable and offers a …
Cisco Unified Contact Center
Top Rated
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Cisco Unified Contact Center
Overview
Recent Reviews
Awards
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Top Rated
2022
Popular Features
View all 22 features- Call forwarding (33)8.686%
- Agent dashboard (35)8.585%
- Live reporting (34)8.383%
- Historical reporting (34)8.282%
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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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 Systems | Unspecified |
|---|---|
| Mobile Application | No |
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 and Ratings
(113)
Reviews
(1-25 of 42)- Popular Filters
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January 24, 2022
Best Contact Center Support System
- Zero downtime
- Secure and reliable
- It is cost effective
January 24, 2022
A Solid solution for years to come
- More customer complaint
- Negative impact of customer support ratings
- Provides positive ROI by providing great reports to improve the call center
January 17, 2022
A Robust and Powerful Stable Contact Center Solution
- Implemented many sites using one contact center solution
- Customer started getting millions of dollars sales order
- Stability of the product help customers focus on their core business
January 13, 2022
Very good software for CC attendance
- Practical tool, call, transfer, receive. Overall, it helps us a lot on a daily basis to deliver excellence.
- Have the ability to create reports and evaluate agents at hand.
- Quality control has greatly improved after implementation.
- Better service efficiency.
- Monitor agent performance.
January 03, 2022
Single point solution for customer needs
- User-friendly and scalability of the solution is best.
- A bit of expensive solution to implement.
- Almost zero downtime is one of the prime advantage.
November 30, 2021
Best customer experience
- 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.
August 28, 2021
Cisco Unified Contact Center (Enterprise) Review
- 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.
- 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.
- 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.
July 30, 2021
Cisco Unified Contact Center Review
- Improved response times
- Improved QA analysis
- 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.
July 21, 2021
Good enough
- Modify agent skills easily
- Voice and screen recordings
- Pause and resume recordings
- 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
July 13, 2021
CUCC works well
- Customer Satisfaction improved
- Employee Training simplified
- Quality Assurance effectiveness improved
July 12, 2021
The on prem custom solution
- easier ressources management
- reduce number of agents with better call flow management and scripting
July 09, 2021
Needs improved Solutions for a CC
- 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!
July 08, 2021
Good call routing!
- Good call routing
- Excellent features
- Outdated licensing model
- 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
- 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
Cisco UCCX - still relevant but for how long...
- Ability to optimize customer experience/satisfaction.
- Better simplified management & training.
- Improved Staff retention.
- Easy to use/implement remote work.
June 17, 2021
Contact center solution for the masses!
- 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.
May 18, 2021
Cisco Unified Contact Center is an easily managed solution for a call center environment
- Achieved enterprise call flow senerios
- IVR personalisation
- too many components in UCCE which is difficult to manage or troubleshoot
March 14, 2021
Cisco Unified Contact Center Review
- Ability to manage agents and calls
- Positive - very stable for simpler deployments
- Positive - caters well for easier, low complexity integrations