Can You Dig It?
Updated April 11, 2016

Can You Dig It?

Mark Pareja | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version


Modules Used

  • ICM, sipDialer, CVP, CUCM, Finesse, CUIC, 3rdParty VRU(GED-125)

Overall Satisfaction with Cisco Unified Contact Center

Our Cisco UCCE contact center powers our global contact center operations. We use it for multichannel support operations world wide. It is by far the most agile flexible contact center solution in existence. 100% of our inbound sales and support calls are treated by UCCE as well as various internal departments, also all of our automated outbound is implemented using Cisco sipDialer.
  • Global Contact Centers
  • Centralized management and data acquisition
  • Clientless/webbased CTI solution
  • Very agile VRU/IVR
  • Easy to use reporting platform
  • Virtualization support
  • Reliance on Microsoft is huge pit fall
  • Need ICM modern API's
  • Multi hypervisor support
  • Support for automation tools (puppet,chefe,etc)
  • CVP migration off of windows
  • Efficiency in customer interactions, rich integrations allow for a multitude support costs savings, and revenue per call increases
  • Customer intelligence data to support better application design
No other product is as flexible or diverse as the Cisco UCCE product line. You are likely to find a number of solutions that work with UCCE .
I would only recommend Cisco Unified Contact Center for large 500+ agent contact centers.

Using Cisco Unified Contact Center

3500 - Contact Center Agents Sales and support
5 - 2x UCCE Engineers
2x Scripting Engineers
1x UCCE Architect
  • Global Call Routing
  • Centralized Data Aquisition
  • Skills Based Routing
  • Advanced Systems Integration, CVP (VRU) integration with internal Datastores and API's
  • Flexible external Integrations, ServiceNow(Case Management), Salesforce(CRM), Internal Proprietary CRM (via Finesse API integration)
  • Deep data integration for BI
  • Custom CTI Controls app developed by using Cisco Finesse (CTI) Api's
  • External DNC integration for India via CURRI interface.
The new features being released provide a next generation approach to call routing and handling.