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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)
    9.5
    95%
  • Agent dashboard (39)
    9.5
    95%
  • Historical reporting (38)
    9.4
    94%
  • Call tracking (37)
    9.3
    93%

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.

9.4
Avg 8.4

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 Call analytics 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

(128)

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 8 out of 10
Vetted Review
ResellerIncentivized
  • Income calls handling
  • Reports and dashboards
  • Team handling
  • Call flow and scripts for incoming calls
  • Integration with other collaboration solutions
  • Detailed reports, such as: a report for disconnected or hang out a call. Many times our end customer wants to know who hang out the call (the agent or the client) but this data is not easy to grab from Cisco Unified Contact Center, We have to refer to CUCM to collect this information and it's consuming time.
  • Better integration with recording solutions, many end customer doesn't have a good option for recording their calls, I don't know if there's a certified solution to integrate in a native way with.
  • Social media campaigns, integration with Facebook or Whatsapp, is possible?
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • Provide callers with menu options that lead to specific users/departments.
  • Provide call center capabilities to the general public.
  • Allows call center agents to take calls.
  • Upgrades can be problematic, Cisco should do more testing before releasing updates and new versions of software.
  • Implementing high availability can have issues, more testing required here too.
  • Documentation around administration could also be improved.
August 26, 2023

Cisco Review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
  • Using call Studio. You can use APIs to retrieve data from external systems, update systems, validate users, perform speech recognition, and it's all industry-leading technology.
  • Licensing. A lot of times the licensing is complex and to get certain things provisioned takes a little bit longer than it probably could.
Gustavo Alves | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
  • 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
Incentivized
  • 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
Incentivized
  • 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
Incentivized
  • 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
Incentivized
  • 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
Incentivized
  • 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
Incentivized
  • 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
Incentivized
  • 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
ResellerIncentivized
  • 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
Incentivized
  • 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
Incentivized
  • 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.
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