Item: Cisco Unified Contact Center
Rating: 10
Author: MAYRA CORTES

Use Cases and Deployment Scope

Cisco Unified Contact Center is used in my costumer services department, where it provides us with a solution through software that in turn is very sophisticated and secure, which makes the company more confident with the services. But what it has helped us the most is in surveying customers since this way we can measure the performance of the agents and the areas that need improvement.

Pros and Cons

Helps us collect data, information and comments from our customers.
It is very complete since it has different channels to be able to communicate with clients and locate their needs.
There is a great communication between agents and supervisors in order to improve the productivity of the processes.

I could expand the maximum number of agents that can be connected since my company amounts to more than 600 agents.
It could be a little more personalized with graphics to make the KPIS review faster.

Return on Investment

It has been very positive since it has helped me improve the quality of service for my clients.
I would like you to expand a little more the number of agents that can be connected since my company is large and has more than 600 agents.

Alternatives Considered

Freshchat

Freshchat is more basic since it only uses stars to be able to rate the attention, instead Cisco Unified Contact Center is more complete and this software was chosen since it gives us a more detailed report and in the areas in which we can improve. And it is much cheaper, which is why the company is fascinated with Cisco Unified Contact Center.

Key Insights

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

Other Software Used

Freshchat, NICE Back Office Performance Management, Playvox

Likelihood to Recommend

It is very appropriate to know how my agents are doing their work, such as customer service since it is a service of utmost importance for my company and helps me determine how to improve. It also helps me to know the interests of my clients in order to offer them quality services and that the company is always at the forefront with the strictest needs of my clients.

Do you want to know if your company is going in the right direction? What are you waiting to use Cisco Unified Contact Center, it's the best in the world.

Overall Satisfaction with Cisco Unified Contact Center