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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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Awards

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Video Reviews

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Cisco Unified Contact Center Review - The One-Stop Shop
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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 | GoContact?

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.

4.9
Avg 8.3

Workforce Optimization (WFO)

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

4.9
Avg 8.2
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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 Agent dashboard and Outbound response and Call forwarding highest, with a score of 5.4.

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 From Top Reviewers

(1-5 of 50)

Cisco Unified Contact Center

Rating: 7 out of 10
March 17, 2025
Vetted Review
Verified User
Cisco Unified Contact Center
10 years of experience
  • Scalability
  • Stability
  • Flexability
Cons
  • AI
  • APIs
  • Cloud support

Cisco Unified Contact Center For your sales team

Rating: 10 out of 10
April 01, 2024
  • Income calls handling
  • Reports and dashboards
  • Team handling
  • Call flow and scripts for incoming calls
  • Integration with other collaboration solutions
Cons
  • 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?

Solid and dependable contact platform for the large, established contact centre.

Rating: 9 out of 10
May 14, 2024
Vetted Review
Verified User
Cisco Unified Contact Center
15 years of experience
  • Highly Dependable
  • Database Integrations
  • Easy to use
  • Proven Technology
  • Highly scalable
Cons
  • Upgrading the platform needs be over multiple sessions
  • Limited amount of variables
  • Look and feel across the components is inconsistent

Cisco Review

Rating: 10 out of 10
August 26, 2023
RH
Vetted Review
Verified User
Cisco Unified Contact Center
12 years of experience
  • 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.
Cons
  • Licensing. A lot of times the licensing is complex and to get certain things provisioned takes a little bit longer than it probably could.

Cisco Unified Contact Center - Still an Industry Favorite

Rating: 9 out of 10
October 29, 2023
Vetted Review
Verified User
Cisco Unified Contact Center
18 years of experience
  • 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.
Cons
  • 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.
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