Previous user wishing to return.
Anonymous | TrustRadius Reviewer
Updated February 25, 2015

Previous user wishing to return.

Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

8.x

Modules Used

  • Communications Manager

Overall Satisfaction with Cisco Unified Contact Center

There are only a few people in the company that are using it to manage the VoIP system company wide. There are a only 3 or 4 managers of other departments that use a call center monitoring tool. They may have expanded it by now. The nice thing I found was that it was easy to use and move around. It made sense to me. It is also easy to teach others how to use. Adding, removing users and changing their abilities is super easy and again easy to teach others to perform some of these functions to lighten the load from me, the Cisco Admin at the time.
  • Stability in the software not crashing every week. I have had issues with a server not failing over to the backup server, then not failing back again in an older version. 6.x I believe.
  • I had no crashes or lockups when upgraded to 8.x. I attribute this to the stable servers and software. Not to mention regular maintenance is easier when supervisors support you.
  • Bad experiences with Cisco Unified Contact Center? I didn't have anything that I found bad with Contact Center. It always seemed to be hardware.
  • The one thing I hear a lot is that the users can track their calls and time on calls to better support their numbers.
Simply contains so many more abilities for the customer.
I feel that a larger company with multiple locations would be well suited for this product as it is easy to manage. Phone replacement is very easy. New user setup is just as easy. Easy to train others to use at other locations as well.

Using Cisco Unified Contact Center

if it is up to me I would maintain its use. I was not able to make those decisions previously.