Cisco Contact Center Express
July 11, 2018

Cisco Contact Center Express

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

Overall Satisfaction with Cisco Unified Contact Center

Cisco Unified Contact Center is currently deployed across the organization by various call centers related to primary business functions related to customer interaction.

Pros

  • Call queueing
  • Detailed historical and real-time statistics
  • Agent skill based routing

Cons

  • Integration with CRMs
  • Scalability limitation of express agents
  • Availability of training
  • Reporting allows for training and development of customer service representatives.
  • Provide basic call recording as part of the system for training of agents without the need of separate recording servers.
  • Allows for agents to efficiently handle customer calls.
The Enterprise Contact Center application features and flexibility is on par with these other providers and is tightly integrated with Cisco UCM.
  • Call center applications that require advanced logic and more than basic call queueing

Comments

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