Cisco Unified Contact Center

Cisco Unified Contact Center

Top Rated
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About TrustRadius Scoring
Score 8.2 out of 100
Top Rated
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Cisco Unified Contact Center

Overview

Recent Reviews

Best customer experience

10 out of 10
November 30, 2021
I am using Cisco Unified Intelligent Center, call manager and ccmp, jabber, IP phones, etc. Basically, everything comes as a package to …
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Good enough

5 out of 10
July 21, 2021
Cisco Unified Contact Center is being used by our support contact centers. This tool allows us to call each other internally, make …
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Awards

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Popular Features

View all 22 features
  • Call forwarding (33)
    8.6
    86%
  • Agent dashboard (35)
    8.5
    85%
  • Live reporting (34)
    8.3
    83%
  • Historical reporting (34)
    8.2
    82%

Reviewer Pros & Cons

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Video Reviews

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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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Alternatives Pricing

What is Avaya OneCloud CCaaS?

Avaya OneCloud CCaaS is a comprehensive, cloud-based contact center solution that delivers experiences for customers and employees. Users can connect everything—voice, chat, messaging, social, and screen—while bringing together resources, insights, and knowledge across the entire organization to…

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 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 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

(1-15 of 15)
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Score 10 out of 10
Vetted Review
Verified User
Review Source
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
Review Source
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
Review Source
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
Reseller
Review Source
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
Review Source
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
Reseller
Review Source
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.
Score 8 out of 10
Vetted Review
Reseller
Review Source
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.
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
January 14, 2020

CCX all inclusive

Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
James Riley | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Reseller
Review Source
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.