Cisco Unified Contact Center Reviews

57 Ratings
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Score 8.0 out of 100

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Reviews (1-8 of 8)

Frank Paul Onwude | TrustRadius Reviewer
April 08, 2020

Customer Engagement Triumph

Score 10 out of 10
Vetted Review
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Support Rating

9
Like most Cisco Products, there is a lot of documentation around Cisco Unified Contact Center (Express and Enterprise). Most of the information that is required to maintain, administer and troubleshoot an install is available on the internet or specifically on Cisco's website. There is a large community of users, engineers, etc with different use cases, challenges and solutions to fit almost any scenario. Support is also available through Cisco TAC.
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Anonymous | TrustRadius Reviewer
April 13, 2020

Contact center solution for the masses!

Score 9 out of 10
Vetted Review
Verified User
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Support Rating

10
Cisco Contact Center solution easily supports and integrates to existing UC Platform such as Cisco Unified Communications Manager, Unity Connection, and other products, providing a simple and convenient login for agents using desk phones and softphones.
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James Riley | TrustRadius Reviewer
November 15, 2019

Cisco UCCE is still the leader, but for how long?

Score 8 out of 10
Vetted Review
Review Source

Support Rating

9
I am slightly biased as I require very little support these days to accomplish what is needed in the platforms. However, when I engage support with an issue and I present them a complete package and all required details up front, they are swift in their review and response with a resolution. Most of the time there is already an existing fix readily available.
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Arturo Lopez | TrustRadius Reviewer
January 14, 2020

CCX all inclusive

Score 10 out of 10
Vetted Review
Verified User
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Support Rating

9
The support needed is minimal once implemented and in operation. Although there is integration, as with SocialMiner, it presents almost no failures or problems for users.
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Patricio Santirso | TrustRadius Reviewer
December 10, 2019

Another CISCO top product!

Score 8 out of 10
Vetted Review
Verified User
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Support Rating

9
As I said before, CISCO has provided a lot of help to me with different products and this hasn't been an exception. We are very happy with this product and it allows us to achieve our targets. I really recommend the use of this tool to anybody who is seeking for an integral solution for Contact Centers.
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Anonymous | TrustRadius Reviewer
January 24, 2020

Unified Contact Center Review

Score 8 out of 10
Vetted Review
Verified User
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Support Rating

8
The support from Cisco is good. But I have to admit that we hit many bugs with several versions of the product. We are still using workarounds for some of those bugs.
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Feature Scorecard Summary

Agent dashboard (11)
7.4
Validate callers (11)
7.9
Outbound response (11)
7.6
Call forwarding (11)
8.1
Click-to-call (CTC) (10)
8.0
Warm transfer (10)
8.3
Predictive dialing (10)
7.6
Interactive voice response (10)
8.0
REST APIs (9)
7.6
Call scripts (10)
6.8
Call tracking (10)
8.6
Multichannel integration (8)
7.0
CRM software integration (8)
7.4
Inbound call routing (11)
8.4
Omnichannel inbound routing (8)
7.4
Recording (11)
7.8
Quality management (10)
8.0
Call analytics (11)
7.6
Historical reporting (10)
8.4
Live reporting (11)
8.0
Customer surveys (9)
6.7
Customer interaction analytics (8)
7.0

About 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.
Categories:  Contact Center

Cisco Unified Contact Center Technical Details

Operating Systems: Unspecified
Mobile Application:No