Best Contact Center Support System
Cisco Unified Contact Center Enterprise is a contact centre solution with a lot of flexibility. It is highly adaptable and offers a …
Cisco Unified Contact Center
Top Rated
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Cisco Unified Contact Center
Overview
Recent Reviews
Awards
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Top Rated
2022
Popular Features
View all 22 features- Call forwarding (33)8.686%
- Agent dashboard (35)8.585%
- Live reporting (34)8.383%
- Historical reporting (34)8.282%
Reviewer Pros & Cons
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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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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 Systems | Unspecified |
|---|---|
| Mobile Application | No |
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 and Ratings
(113)
Reviews
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January 24, 2022
Best Contact Center Support System
- 15+ languages supported
- Easy to export any report
- Remotely accessible
- User interface is a bit tricky to use
- Changing configuration also requires someone with technical knowledge about the platform
- Licensing is also an inconvenience
January 24, 2022
A Solid solution for years to come
- IVR solution
- Reporting
- Database integration
- Licensing
- Features
- Interactive reporting
January 17, 2022
A Robust and Powerful Stable 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
January 13, 2022
Very good software for CC attendance
- 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.
- 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.
January 03, 2022
Single point solution for customer needs
- 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
- 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.
August 28, 2021
Cisco Unified Contact Center (Enterprise) Review
- Advanced features for call routing development.
- Omnichannel.
- Contact center monitoring dashboards.
- Customization capabilities.
- Hard times with implementation, due to some complexities in the solution suite.
- 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
- 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.
July 30, 2021
Cisco Unified Contact Center Review
- Great interface
- Easy to use
- Easy to learn
- Great adapatation
- Task scheduling
- Performance tracking
- 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
July 21, 2021
Good enough
- View my daily statistics
- Manage available status
- Pause and resume call recordings as needed
- Call handling and analysis
- Track trends
- Agent statistics
- 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
July 13, 2021
CUCC works well
- Comprehensive
- User Friendly
- Extensible
- Documentation
- Training
- reduce segmentation
July 12, 2021
The on prem custom solution
- 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
July 09, 2021
Needs improved Solutions for a CC
- 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
July 08, 2021
Good call routing!
- Self-service
- Data collection and analysis
- Routing system
- Other tools for integration
- Licensing model is old
- Some call options are limited
- Ability to expand
- Control and ownership of solution
- Ability to customize
- Use of special proprietary software in order to edit the call flows
- More complicated and dense than it needs to be
- Solution is not made for remote work
- 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.
June 24, 2021
Cisco UCCX - still relevant but for how long...
- Skill based routing.
- Reporting thru CUIC.
- Easy to use Finesse UI.
- Scripting config.
- Integration of third party tools.
- Admin portal.
June 17, 2021
Contact center solution for the masses!
- 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.
May 18, 2021
Cisco Unified Contact Center is an easily managed solution for a call center environment
- 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
March 14, 2021
Cisco Unified Contact Center Review
- ACD
- Logging
- Agent monitoring
- None
- [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