Cisco Unified Contact Center Reviews

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.

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.

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.

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.

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.

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.