Cisco Unified Contact Center Reviews

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Score 7.7 out of 100

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Reviews (1-25 of 36)

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July 09, 2021
Alyson Sherlock | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User
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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!
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July 21, 2021
Juan Gomez | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
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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.
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July 21, 2021
Julian Perez | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
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Return on Investment

  • Modify agent skills easily
  • Voice and screen recordings
  • Pause and resume recordings
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July 19, 2021
Vojislav Kosijer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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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
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June 24, 2021
MAYRA CORTES | TrustRadius Reviewer
Score 10 out of 10
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Verified User
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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.
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July 13, 2021
James Hollemans | TrustRadius Reviewer
Score 9 out of 10
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Verified User
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Return on Investment

  • Customer Satisfaction improved
  • Employee Training simplified
  • Quality Assurance effectiveness improved
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May 18, 2021
Bhawnish ㅤkumar | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
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Return on Investment

  • Achieved enterprise call flow senerios
  • IVR personalisation
  • too many components in UCCE which is difficult to manage or troubleshoot
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July 12, 2021
Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Return on Investment

  • easier ressources management
  • reduce number of agents with better call flow management and scripting
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May 05, 2021
Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Return on Investment

  • Perfect and complex call routing.
  • Scalability & reliability.
  • Outdated licensing model.
  • Poor campaign management.
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July 01, 2021
Anonymous | TrustRadius Reviewer
Score 3 out of 10
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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
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June 17, 2021
Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
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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.
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November 19, 2020
Anonymous | TrustRadius Reviewer
Score 8 out of 10
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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.
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August 31, 2020
Anonymous | TrustRadius Reviewer
Score 6 out of 10
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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.
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January 14, 2020
Arturo Lopez | TrustRadius Reviewer
Score 10 out of 10
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Verified User
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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.
Read Arturo Lopez's full review

Feature Scorecard Summary

Agent dashboard (30)
8.1
Validate callers (27)
8.5
Outbound response (26)
8.0
Call forwarding (29)
8.4
Click-to-call (CTC) (23)
8.2
Warm transfer (28)
8.4
Predictive dialing (21)
7.8
Interactive voice response (25)
8.0
REST APIs (23)
8.5
Call scripts (26)
8.2
Call tracking (29)
8.4
Multichannel integration (22)
8.1
CRM software integration (22)
7.6
Inbound call routing (28)
8.6
Omnichannel inbound routing (23)
8.7
Recording (28)
8.5
Quality management (27)
8.2
Call analytics (28)
7.7
Historical reporting (28)
7.3
Live reporting (29)
7.4
Customer surveys (23)
8.3
Customer interaction analytics (23)
8.3

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 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.