Cisco Unified Contact Center Reviews

73 Ratings
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Score 7.4 out of 100

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November 19, 2020
Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Usability

8
Once set up and working it is a solid platform but it does take quite a bit of up front effort from a team of knowledgeable technical staff. The script editor and management tools are pretty intuitive and the Web Reskilling tool allows agents to be re-skilled on the fly so that is useful. The MIS tool is okay, but if you really want a good MI presentation layer then you need to invest in an add-on.
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Feature Scorecard Summary

Agent dashboard (17)
7.4
Validate callers (15)
7.8
Outbound response (16)
7.2
Call forwarding (16)
7.4
Click-to-call (CTC) (13)
7.6
Warm transfer (16)
7.5
Predictive dialing (14)
6.6
Interactive voice response (15)
7.7
REST APIs (12)
7.2
Call scripts (15)
6.9
Call tracking (16)
8.0
Multichannel integration (12)
6.8
CRM software integration (12)
6.8
Inbound call routing (16)
8.1
Omnichannel inbound routing (12)
7.3
Recording (15)
7.0
Quality management (14)
7.0
Call analytics (17)
7.3
Historical reporting (16)
7.7
Live reporting (17)
7.2
Customer surveys (12)
6.7
Customer interaction analytics (12)
7.0

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 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 Inbound call routing highest, with a score of 8.1.

Who uses Cisco Unified Contact Center?

The most common users of Cisco Unified Contact Center are from Enterprises and the Information Technology & Services industry.