Cisco UCCX - still relevant but for how long...
Overall Satisfaction with Cisco Unified Contact Center
As a reseller of Cisco solution we have a contact center of our own to offer our clients the desired service. Working with two dedicated teams (tech & software support) we have built a CCX environment that manages incoming call with skills based routing to make sure the best available resource handles any situation coming from our clients.
- Skill based routing.
- Reporting thru CUIC.
- Easy to use Finesse UI.
- Scripting config.
- Integration of third party tools.
- Admin portal.
- Ability to optimize customer experience/satisfaction.
- Better simplified management & training.
- Improved Staff retention.
- Easy to use/implement remote work.
I have not used other vendors solution but I am quite familiar with the Webex Contact center cloud offering. I would say they both offer the basics but the Cloud offering is clearly the future. It is still improving and has some hiccups but will be a contender for the long run. The on-prem solution will still appeal to certain organization for a couple years, but at some point, cloud will prevail and hopefully the feature set will move over too.
Do you think Cisco Unified Contact Center delivers good value for the price?
Yes
Are you happy with Cisco Unified Contact Center's feature set?
Yes
Did Cisco Unified Contact Center live up to sales and marketing promises?
Yes
Did implementation of Cisco Unified Contact Center go as expected?
Yes
Would you buy Cisco Unified Contact Center again?
Yes