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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.

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Recent Reviews
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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
  • Live reporting (38)
    9.6
    96%
  • Agent dashboard (39)
    9.6
    96%
  • Historical reporting (38)
    9.5
    95%
  • Call tracking (37)
    9.5
    95%

Reviewer Pros & Cons

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Video Reviews

1 video

Cisco Unified Contact Center Review - The One-Stop Shop
02:09
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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 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.

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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
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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).
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Comparisons

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Reviews and Ratings

(126)

Attribute Ratings

Reviews

(1-25 of 48)
Companies can't remove reviews or game the system. Here's why
Gerardo Huerta Robles | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
ResellerIncentivized
End customers use Cisco Unified Contact Center as a channel to connect with their clients and the company, furthermore, they use this solution as way for merchandising campaigns for their sale team, in this way their Cisco Unified Contact Center is an important platform for the operation of the company because it is directly involved with profits. In our case, Cisco Unified Contact Center is part of our technical support call center, telesales teams and many marketing campaigns. As you can see, Cisco Unified Contact Center is a crucial part of our business, we have trusted in this platform to reach out to our end customers.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
I assist my customer (Superior Court of California, County of Ventura) with implementation and upgrade related activities. Cisco Unified Contact Center is used to provide the court with call centers for their specific departments such as Criminal, Traffic, and Family law. The court has call center agents that answer calls from the public. The court also utilizes this product for many different auto-attendants that the general public uses on a daily basis.
Nigel Sankar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Cisco Contact Center is currently utilized by our Help Desk and Health department. Prior to Cisco Contact Center, calls came in via local PBX.
Having users to be on hold or simply ring until someone answers. With the help of Cisco Contact Center, now we have the ability to route calls to specific technicians with that assist in a timely manner.
Pratham Radadiya | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Incentivized
Cisco Unified Contact Center Enterprise is a contact centre solution with a lot of flexibility. It is highly adaptable and offers a significant number of capabilities for a very very large business, all of which aid in providing effective customer service, a superior next-generation experience, and uninterrupted operations.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Cisco Unified Contact Center is being used in many organisations we work [with] as a vendor, to help them make or receive calls related to sales, support, employee help, etc as a Contact Center Solution. It's a very stable and robust solution, customers do not want to migrate to any other contact center solution.
Gustavo Alves | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Cisco manages to be efficient for both remote and face-to-face work. It is used to contact customers, partners, and all company stakeholders. We transfer to other sectors to be able to finalize the services with the customers, thus trying to verify case by case in each system available in each sector.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
The CUCC is being used within the organization to be able to get in touch with our customers at our centers, make transfers to other areas of the sector to be able to perform our customer service with excellence.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
In our [organization] Cisco Unified Contact Center is basically used for multichannel contact management over an IP infrastructure basically to interact with customers & internal employees over voice, email, webchat, and social media. It’s an all-in-one solution for call center agents to work under one umbrella.
November 30, 2021

Best customer experience

Score 10 out of 10
Vetted Review
Verified User
Incentivized
I am using Cisco Unified Intelligent Center, call manager and ccmp, jabber, IP phones, etc. Basically, everything comes as a package to provide a contact centre setup. Creating agents, providing access, and addressing the issue faced by the users. Cisco provides such a good service that once the user understands the system properly then the user experience is really awesome, on day to day basis the issue we came across is not because of any discrepancy in the product but lack of understanding on the user side, which also can be reduced by providing orientation program.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We have been partners with Cisco for more than 15 years. It's used in most of our customer deployments as a contact center solution to provide and fulfill the extreme level of complex call flow design requirements. It addresses an extreme level of personalization from a call flow, IVR, routing, and reporting perspective. It has a very simple user-friendly UI. Also, it can be integrated with multiple third-party solutions for recording, like Verint. The agents can log in to their PC using Finesse over an internet browser, so no extra software is needed for agent login.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
In our organization's IT department, we use the Cisco Unified Contact Center to address common problems for our own employees such as supervisors, SMEs, agents, and Program Managers to attend from password resets to red codes opening specific program glitches. This program is very intuitive and you can customize it for each case solution.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We started to implement Cisco Unified Contact Center in our company after having a bad experience with other software, I found it great to have implemented it, it offers solutions for our contact center of more than 1000 agents and it is growing.

The communication for the agent is excellent since this software allows you to equip agents with multi-channels of communication that allow them to take chats, calls, emails, and more.

Only with this, it is worth mentioning that we have had a growth in our satisfaction surveys since we provide more personalized customer service and also much faster.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
The application is being used by most departments. Other departments have specific applications more in line with their respective role in the company. Cisco Unified Contact Center provides a centralized hub for all incoming contacts, which makes it easier for our QA and RTA specialists to view and analyze data on top of making it easier for our teams to handle the priority contact due to importance.
Score 5 out of 10
Vetted Review
Verified User
Incentivized
Cisco Unified Contact Center was originally thought to improve in some areas of opportunities in our business, it was good to deliver some results, however, we find a lot of glitched and errors on it, that we can handle at this time but, we'll really expect this software to improve and their creators to put a little bit more effort on support when is needed.
July 21, 2021

Good enough

Score 5 out of 10
Vetted Review
Verified User
Incentivized
Cisco Unified Contact Center is being used by our support contact centers. This tool allows us to call each other internally, make outbound calls to our customers, and also accept inbound calls from our customers directly. This tool also allows us to transfer calls. It tracks our call volumes, agents statistics as well as our call handling time, hold time, and several other factors.
Vojislav Kosijer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Cisco Unified Contact Center is used across the department for one of the most important tasks, and that is to survey customer satisfaction rating which helps us understand the level of support we provide, make better adjustments and improvements in our support and it also helps us measure/improve performance of our agents during the calls.
Score 9 out of 10
Vetted Review
ResellerIncentivized
We have agents working from a couple of offices and/or remotely for some others. Cisco Unified Contact Center helps us solve issues of personalization required for call flow and IVR, and in total transparency for our customers. Finesse (the agent cockpit) is intuitive and easy to use. In terms of reporting, we also get everything we need. We also use the call recording feature (OEM calabrio).
Score 3 out of 10
Vetted Review
Verified User
Incentivized
[Cisco Unified Contact Center] is being used by our contact centers. It allows us to call each other internally, make outbound calls to our customers from designated CSQs, and accept incoming calls from out customers directly or calls that have been routed through different support queues. It tracks our call volumes, agents statistics as well as out call handling.
July 08, 2021

Good call routing!

Duncan Hernandez | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Cisco Unified Contact Center is used for our customer experience through our call center. Our agents help clients and customers with any issues, new business opportunities, or any other items. The cisco call integration is a part of making the customer experience smoother by wasting less of our agents and customers time.
Score 3 out of 10
Vetted Review
Verified User
Incentivized
Cisco Unified Contact Center was being used by our call center team. Obviously, since this is a call center solution, it addresses the business problem of needing to set up multiple agents to be enabled to receive multiple calls in a queue based system. It is also used by the peripheral staff that need to use it to run reports.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Cisco Unified Contact Center is used in my costumer services department, where it provides us with a solution through software that in turn is very sophisticated and secure, which makes the company more confident with the services. But what it has helped us the most is in surveying customers since this way we can measure the performance of the agents and the areas that need improvement.
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