Cisco Unified Contact Center

Cisco Unified Contact Center

Top Rated
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About TrustRadius Scoring
Score 8.2 out of 100
Top Rated
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Cisco Unified Contact Center

Overview

Recent Reviews

Best customer experience

10 out of 10
November 30, 2021
I am using Cisco Unified Intelligent Center, call manager and ccmp, jabber, IP phones, etc. Basically, everything comes as a package to …
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Good enough

5 out of 10
July 21, 2021
Cisco Unified Contact Center is being used by our support contact centers. This tool allows us to call each other internally, make …
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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
  • Call forwarding (33)
    8.6
    86%
  • Agent dashboard (35)
    8.5
    85%
  • Live reporting (34)
    8.3
    83%
  • Historical reporting (34)
    8.2
    82%

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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Alternatives Pricing

What is Avaya OneCloud CCaaS?

Avaya OneCloud CCaaS is a comprehensive, cloud-based contact center solution that delivers experiences for customers and employees. Users can connect everything—voice, chat, messaging, social, and screen—while bringing together resources, insights, and knowledge across the entire organization to…

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 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 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

(1-25 of 43)
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Gustavo Alves | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Integrations with CRMs.
  • Pause and resume calls.
  • Customization of reports.
  • Sometimes it becomes a little complex to work with the tool, sometimes due to slowness or failures during login.
  • The support leaves a lot to be desired, sometimes it responds quickly and sometimes it takes a long time to get the necessary service.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Able to pause and resume the call to check system information.
  • Call transfer
  • The possibility of monitoring contacts.
  • Sometimes due to system failures, we end up being forced to restart the page and re-login.
  • Sometimes it ends up being a little slow.
  • It takes a long time to complete 100% of the implementation.
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • It’s an easy to deploy & easy to use solution.
  • It smoothly [integrates] inbound and outbound voice applications with Internet applications such as real-time chat & E-mail.
  • Better management of incoming calls with conditional routing.
  • The licensing mechanism for enabling each feature is really complex.
  • Administration is a nightmare.
  • The application is bit heavier than its counterparts.
  • The solution is bit expensive.
November 30, 2021

Best customer experience

Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Reporting related to call details , agent details, billing, etc.
  • Routing as per the user requirements as part of redundancy.
  • Best customer experience through the technical assistance.
  • GUI of CUIC can be improvised.
  • API development could be more effective for avoiding the slow loading of some features in CUIC.
  • The user helping manual must be included in the call manager to handle some configuration that requires long-term memory power of the brain.
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Deliver a proactive and personalized customer experience
  • Support for 25+ languages
  • You can create a wide variety of customized dashboards
  • It's difficult to implement and it takes a lot of time
  • Some features suddenly stop working and we have to reload the page it or restart it
  • Some bugs that can take a long time to fix
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Provide multichannel for contacts to have a better customer service.
  • It has a great IVR tool feature that helps us retaining our customers.
  • It provides solutions for small, medium and large companies, so everyone can try it
  • Needs some time to get it installed and fully implemented.
  • Sometimes it bugs a little bit with some features.
  • Is not that easy to integrate with APIs and other tools.
Score 5 out of 10
Vetted Review
Verified User
Review Source
  • Good management and easy-to-use
  • Customer Satisfaction improved a lot
  • Contacts are easy to handle
  • It's really glitchy sometimes
  • It lacks on support when it fails
  • It's losing potential if lack of support and glitches are not solved
Vojislav Kosijer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Allows us to measure performance of employees
  • Allows us to gather service satisfaction rating from customers
  • Multi-channeled feature that allows smooth communication within the company
  • Multi-channeled features allow easy communication with the client
  • It would be nice if it could support more agents to be connected at the same time
Score 9 out of 10
Vetted Review
Reseller
Review Source
  • Easy to use agent cockpit (Finesse) available from web browser.
  • Lots of integrations available (Calabrio, Verint, CRMs, etc...)
  • High level of personalization (need some scripting skills/resources)
  • May need scripting skills (vs new Webex Contact Center which is easier to configure)
  • Rely on third party solution (Calabrio) for call recording
Score 3 out of 10
Vetted Review
Verified User
Review Source
  • Allows us to pause and resume the recording as needed for PCI purposes
  • Adjust agent ready status as both the agent and a supervisor
  • View my history for today
  • Call handling and analysis
  • Agent handling and analysis
  • Tracking and understanding historical and present trends
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Helps us collect data, information and comments from our customers.
  • It is very complete since it has different channels to be able to communicate with clients and locate their needs.
  • There is a great communication between agents and supervisors in order to improve the productivity of the processes.
  • I could expand the maximum number of agents that can be connected since my company amounts to more than 600 agents.
  • It could be a little more personalized with graphics to make the KPIS review faster.
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • Great detailed reporting for calls and SLA.
  • Simplified login using Cisco Finesse and Softphone features.
  • Support for voice and video for customer care.
  • Options for WebRTC for Clients, instead of Cisco Jabber or Cisco IP Communicator.
  • VPN less solution for Contact Center agent logins for CTI, Voice and Video.
  • Easier call recording solution than using a third party solution for recording.
Bhawnish ㅤkumar | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • No extra configuration needed on agents PC as he/she can login via any internet brower
  • Agents can use sofphone or hardphone to login as per theye convinence
  • Easy integration with third-party vendors for wor flow management and call recording
  • Sometime finesses gives a lot of error if java is updated on windows
  • Script troubleshooting is not supported by cisco TAC which should be included
  • its licensing is still not integrated with PLM so changing any network parameter like NTP,DNS need a license rehost
  • Considering size of user,UCCX should accommodate more number of users as in UCCE
Score 6 out of 10
Vetted Review
Verified User
Review Source
  • [Cisco Unified Contract Center] as an on prem platform is a robust legacy platform
  • UCCX is also a stable on prem solution for smaller call centers
  • CVP added to a [Cisco Unified Contact Center] design is more advanced in delivering customized self service and Omni channel treatments
  • The basic code of pretty much all [Cisco Unified Contact Center] platforms haven't changed in forever
  • The newer releases focus more on bug fixes rather than providing innovative integrations