Item: Cisco Unified Contact Center
Rating: 9
Author: Mostafa Awad

Use Cases and Deployment Scope

We have been partners with Cisco for more than 15 years. It's used in most of our customer deployments as a contact center solution to provide and fulfill the extreme level of complex call flow design requirements. It addresses an extreme level of personalization from a call flow, IVR, routing, and reporting perspective. It has a very simple user-friendly UI. Also, it can be integrated with multiple third-party solutions for recording, like Verint. The agents can log in to their PC using Finesse over an internet browser, so no extra software is needed for agent login.

Pros and Cons

Advanced features for call routing development.
Omnichannel.
Contact center monitoring dashboards.
Customization capabilities.

Hard times with implementation, due to some complexities in the solution suite.

Return on Investment

Simplifications in the suite are needed because we faced hard times with its implementation.
The product is price worthy when comparing it with what it really provides and offers.
Helps large-size organizations/businesses provide a good customer experience that complies with their complex business requirements.

Alternatives Considered

Genesys PureConnect and Genesys Multicloud CX (formerly Genesys Engage)

For customers that don't prefer the cloud solutions because they're afraid of data leak and instead prefer the on-premise solution to maintain their customers' sensitive data on their contact centers, i.e. banking sector, UCCE would win. This doesn't mean the cloud CCaaS won't maintain or secure the data, sometimes it's just a matter of governmental regulations that the organization should follow/comply with. From the business requirements complexity perspective, UCCE would also win because the ecosystem, features, and capabilities within it give you the freedom to build up the contact center within that. However, you will exert extra effort in the implementation phase to fulfill that. Otherwise, you might go for CCaaS if your requirements aren't complex with fewer third-party integrations and if you need to come up with your contact center in a short implementation time.

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?

I wasn't involved with the selection/purchase process

Did implementation of Cisco Unified Contact Center go as expected?

Yes

Would you buy Cisco Unified Contact Center again?

Yes

Other Software Used

Genesys Multicloud CX (formerly Genesys Engage), Twilio, Khoros Care (Formerly Spredfast + Lithium), Avaya OneCloud CCaaS, Avaya OneCloud CPaaS

Likelihood to Recommend

Cisco UCCE is a good choice for large and complex contact center environments, where the call flows should be integrated with multiple backend systems, making them a good fit for UCCE as a use case to deploy. It also fits well with the customers that have widely distributed agent offices that are connected through capable networking bandwidth. It fits also in all the business types, especially in the banking sector, because most of our deployments were in that type of business.

Cisco Unified Contact Center (Enterprise) Review

Overall Satisfaction with Cisco Unified Contact Center