Easy to use and reliable.
August 30, 2014

Easy to use and reliable.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

8.5.1

Modules Used

  • all

Overall Satisfaction with Cisco Unified Contact Center

CUCC is used to manage multiple call queues across seven different campuses. We also use it for voice prompting menus and to play informational announcements.

Pros

  • CUCC has a fairly user friendly programming interface. Once you create scripts, it is very easy to duplicate them and edit them for each particular use.
  • The step through reactive debugging is a great tool to test out new scripts or to troubleshoot existing ones.
  • The integration with Cisco Unified Communications Manager works great when creating new Trigger numbers for applications.

Cons

  • The agent interface is not the best. When using device mobility for agent extension login, the login process is quite cumbersome. More development on the one button login would be appreciated. The Cisco Agent Desktop work OK for login, but the need for LDAP authenticated users on the phone login really causes problems. If the agent could use a PIN instead of a password, it might be easier. Most Cisco phones do not have QWERTY keyboards.
  • The programming relies on knowing HTML for certain processes like holiday schedules. Adding a few other date related features to scripts that do not rely on HTML might be helpful
  • CUCC does give good feedback to managers to see call statistics. It can lead to better customer service and employee efficiency.
  • The overall system availability and reliability has been great. With the High Availability redundant feature you can perform system maintenance without extended downtime.
I have used older Avaya ACD systems. Avaya had multiple platforms to perform what CUCC does on one platform. The CUCC user and programing interfaces are much more user friendly.
We rely heavily on Cisco platforms. CUCC integrates with our other Cisco platforms and with our enterprise support and licensing agreements.
Cisco Unified Contact Center is well suited for call center queues. It could have more features to allow call center queue managers to make changes without programming assistance.

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