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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 (39)
    9.6
    96%
  • Agent dashboard (40)
    9.5
    95%
  • Historical reporting (39)
    9.5
    95%
  • Call tracking (38)
    9.4
    94%

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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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

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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.

9.5
Avg 8.3

Workforce Optimization (WFO)

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

9.3
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 Warm transfer and Predictive dialing and Inbound call routing highest, with a score of 9.7.

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

(129)

Attribute Ratings

Reviews

(1-1 of 1)
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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.
  • Call flow customisation using scripting
  • Database integration
  • CRM integrations
  • Licensing is not fully unified
  • Call scripting interface should be more friendly
  • Call scripting not supported by RAC
Cisco Unified Contact Center Express is easy to deploy, less resource-intensive, [has] great technical support by well known Cisco TAC, great capabilities, granular call customisation, can be integrated with database, CRM solutions to support the customers in much better ways, can be used for many small to medium Contact Center Solution.
Contact Center Software (13)
100%
10.0
Agent dashboard
100%
10.0
Validate callers
100%
10.0
Outbound response
100%
10.0
Call forwarding
100%
10.0
Click-to-call (CTC)
100%
10.0
Warm transfer
100%
10.0
Predictive dialing
100%
10.0
Interactive voice response
100%
10.0
REST APIs
100%
10.0
Call scripts
100%
10.0
Call tracking
100%
10.0
Multichannel integration
100%
10.0
CRM software integration
100%
10.0
Workforce Optimization (WFO) (9)
88.88888888888889%
8.9
Inbound call routing
100%
10.0
Omnichannel inbound routing
100%
10.0
Recording
N/A
N/A
Quality management
100%
10.0
Call analytics
100%
10.0
Historical reporting
100%
10.0
Live reporting
100%
10.0
Customer surveys
100%
10.0
Customer interaction analytics
100%
10.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • 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
Call scripting support must be provided, at least basic call flow customisation and not a straight no from Cisco TAC. Network engineers are not software programmers who are well versed with scripting or programming. There should be more resources available for training. For ucce there is very less resource to understand and deploy the product.
It's a powerful product with every feature packed in the solution. Inbound or outbound calls, chatting with the agent or integration with database, CRM, recording solutions, workforce optimization, call customisation, call queues, IVR, call campaigns, detailed reports and everything that you would like to have in a Contact Center Solution is there already. It is a proven product [that] is highly robust and stable.
Scripting not supported
Licenses are very expensive. The customer has to buy IP telephony or Unified Communication and Collaboration Licenses and for Contact Center Solution licenses separately. There must be a price tone down as the competition is really high. New customers are willing to go for cloud-based solutions [that] are cheaper and easy to deploy.
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