Cisco Unified Contact Center

We have been using Cisco Unified Contact Center for over 2+ years and had next to zero downtime which is simply amazing.

It's a great product which has been solid for many years. It needs more features to compete with bigger guns, hence the rating of 8.

Call scripting support must be provided, at least basic call flow customisation and not a straight no from Cisco TAC. Network engineers are not software programmers who are well versed with scripting or programming. There should be more resources available for training. For ucce there is very less resource to understand and deploy the product.

As I said before, I think the support fails a lot sometimes. It works eventually. Sometimes it's fast, sometimes it's slow. And not being sure you have support ready, hurts the overall experience of the tool.

Cisco Unified Contact center is a very smart & reliable solution to go for. Its active-active sight base architecture and [customizable] features really help to deliver efficient customer service, enhanced next-gen experience, and uninterrupted operations. I believe every [organization] should opt for it if required.

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.

Cisco documentation is really good for this platform as it is a well established and seasoned service from Cisco so there is a plethora of information out there. The support from SI partners is also very strong as they needed to prove to Cisco that they were capable of selling, designing, implementing and supporting a CCE platform before being allowed to do any of those items.

For call centers that don't mind a little manual work and do not want integration to other products, this solution is great! Lots of data is available and the management of call center agents is easily done with the Cisco Unified Contact Center application.

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.

While maintaining the Cisco systems, very few cases of technical support were necessary. On those cases every time we had been given a solution to continue normal operation.

Depends on who answer the call.

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.

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.

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.