Efficiency Achieved
June 12, 2019

Efficiency Achieved

Claudia Kallesen (Ramirez) | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Cisco Unified Communications Manager (Call Manager)

We utilize CUCM across all of our corporate contact centers, it allows us to centrally manage our end-points and helps us take care of the MACD support for thousands of users with just one small telecom team.
  • Simplified on-boarding
  • Allows us to handle a large population of remote agents
  • Provides us with High Availability/ Failover capabilities
  • Constant need to refresh end-points
  • No granular restriction to self service portal
  • New security only available in newer versions
  • Our ticket completion increased an estimated 30% due to streamlining of support
  • Business is pleased by failover design
Our specific instance is one where we have several corporate contact centers that have been unified utilizing CM. It has been very beneficial due to simplifying support due to standardization, centralized provisioning, and speeds turnaround time for ticket work.

Cisco Unified Communications Manager (Call Manager) Feature Ratings

Multi-level Interactive Voice Response (IVR)
8
User templates
9
Call reports
9
Directory of employee names
10
Answering rules
7
Call park
9
Call screening
9
Message alerts
9