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CUCC works well
July 13, 2021

CUCC works well

James Hollemans | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Cisco Unified Contact Center

We have several contact centers with several queues managed by CUCC
  • Comprehensive
  • User Friendly
  • Extensible
  • Documentation
  • Training
  • reduce segmentation
  • Customer Satisfaction improved
  • Employee Training simplified
  • Quality Assurance effectiveness improved

Do you think Cisco Unified Contact Center delivers good value for the price?

Not sure

Are you happy with Cisco Unified Contact Center's feature set?

Yes

Did Cisco Unified Contact Center live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Cisco Unified Contact Center go as expected?

I wasn't involved with the implementation phase

Would you buy Cisco Unified Contact Center again?

Yes

Windows Server, Microsoft 365 (formerly Office 365), Aspect Quality Management
Well suited to large call centers, not cost effective to smaller organizations

Cisco Unified Contact Center Feature Ratings

8.0
Agent dashboard
9
Validate callers
10
Outbound response
Not Rated
Call forwarding
7
Click-to-call (CTC)
Not Rated
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
10
Multichannel integration
Not Rated
CRM software integration
2
10.0
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Cisco Unified Contact Center

200 - Member Services, Patient Care, RPh, Help Desk
2 - System Administrators, CCNA, Desktop Support Tier 3