An expensive in house solution, with expertise in management. Involved but solid and reliable in all manners.
Anonymous | TrustRadius Reviewer
Updated August 20, 2019

An expensive in house solution, with expertise in management. Involved but solid and reliable in all manners.

Score 10 out of 10
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Overall Satisfaction with Cisco Unified Contact Center

We used Cisco Unified Contact Center Express (UCCX) for the entire company but now are moving towards a cloud-based platform due to expansion limitations of UCCX to 400 seat capacity. Currently, we use Cisco Unified Contact Center along with Cisco Voice Portal for part of our company.
  • Very reliable platform in general and works well as designed.
  • The recordings done with Calabrio AQM are pretty reliable and work in tandem with Unified Contact Center fairly well.
  • The Enterprise version Cisco Unified Contact Center has a lot of sunk cost involved and harder to support due to the expertise involved.
  • Licensing and ongoing support is also a huge undertaking. Licensing is hard to understand for Cisco in general. When you have created a certification for understanding Cisco Licensing maybe that is a hint to simplify your licensing instead.
  • The Express Unified Contact Center version is getting outdated and has capacity limitations. The Enterprise version is a huge undertaking to implement and get approved cost wise.
  • The initial sunk costs for the project are significant and makes the decision a lot harder especially when you have so many cloud-based pay-as-you-go models out there now that can scale based on your growth.
  • If you keep the solution for longer then 5 years roughly, that is when it ends up being cheaper than cloud models. (Estimating this, I don't remember the exact pricing)
Besides the initial cost and the in house expertise required to manage Cisco Enterprise, the Cisco platform holds up pretty well in my opinion to its competitors. Cisco needs to modernize its product delivery. The costs should be more spread out and there should be built in training included for the Engineers of the company buying the product. Support should be more direct. You pay for Cisco support and then you hire a third party Cisco partner for everything else too, including assistance in managing and licensing. It is like Cisco believes with utmost certainty that it is a privilege to be their customer and customer should put up with any hoops they put forward to the customers.
If you are looking for an on premise solution that is proven and solid, Cisco would be your best bet. You will have control over supporting it but you should have the expertise required in house or via a Cisco partner for that.

Cisco Unified Contact Center Feature Ratings

Agent dashboard
7
Validate callers
8
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
8
Warm transfer
8
Predictive dialing
8
Interactive voice response
9
Call scripts
7
Inbound call routing
10
Recording
10
Quality management
10
Call analytics
9
Historical reporting
8
Live reporting
6