Contact Center Express 9.x
August 27, 2014

Contact Center Express 9.x

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version


Modules Used

  • Contact Center Express Premium

Overall Satisfaction with Cisco Unified Contact Center

We use Cisco Unified Contact Center Express for multiple departments that handle inbound callers. This product can handle anything from basic call queuing to complex scripting to accept caller input and pass this data along to agents to handle the call more effectively. Cisco’s real time statistics and historical reporting help supervisors manage their agents and plan for staffing accordingly.
  • Ease of scripting. This is done with a java based visual application to help with setting up call flow in a single pane of glass.
  • Reliable. With maximum uptime and high availability this product ensures even 24-7 shops stay operational.
  • Integration. This product allows seamless integration into 3rd party applications, such as call recording and wall boards.
  • Remote access. Would be nice for supervisors to be able to use a mobile app to manager the call center without being on corporate wireless.
  • Agent Desktop improvements. This is outdated.
  • Kept our agents more accountable allowing the company to get more productivity for their dollar.
  • Licenses can get a little expensive and renewal of licenses.
  • Flexible scripting allows you to insert meaningful hold messages and greetings based on audience.
Cisco Unified Contact Center Express was a replacement for legacy Avaya scripting with vectors and VDNs. This is much more intuitive and flexible.
Familiar with Cisco Unified Contact Center. Confident in its performance.
May want to consider Contact Center Enterprise if your business needs geographic diverse call centers or follow-the-sun support.
Express should fit well for 80% of businesses.