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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 (39)
    9.7
    97%
  • Agent dashboard (40)
    9.7
    97%
  • Historical reporting (39)
    9.6
    96%
  • Call tracking (38)
    9.6
    96%

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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Unavailable

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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LiveAgent is a help desk software designed to help users bring personalization to customer interactions. LiveAgent presents an omnichannel universal inbox, real-time live chat, built-in call center, and a customer service portal. It offers customer segmentation, automation, built-in CRM, and an…

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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.

9.7
Avg 8.3

Workforce Optimization (WFO)

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

9.4
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 Warm transfer and Inbound call routing and Quality management highest, with a score of 9.8.

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

(130)

Attribute Ratings

Reviews

(1-16 of 16)
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Score 9 out of 10
Vetted Review
Verified User
Incentivized
Cisco TAC are very knowledgable about this product and are usually able to resolve P1 and P2 issues very quickly. However there may be some non-urgent issues which may take a lot longer to fix as there will be some code that has to be written / tested and then deployed.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 10 out of 10
Vetted Review
Verified User
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.
Score 8 out of 10
Vetted Review
ResellerIncentivized
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.
Score 6 out of 10
Vetted Review
Verified User
Incentivized
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.
Frank Paul Onwude | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
ResellerIncentivized
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.
James Riley | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
ResellerIncentivized
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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