UCC is a class act if you know how to ACT :)
Anonymous | TrustRadius Reviewer
February 15, 2019

UCC is a class act if you know how to ACT :)

Score 10 out of 10
Vetted Review
Review Source

Overall Satisfaction with Cisco Unified Contact Center

We have Multi-tenet UCCX deployment, or in simple words, multiple companies are being hosted on a single UCCX cluster. With Container approach, you can run a number of call center queues. UCCX scripts are simple and easy to set up and deploy, the whole contact center/call center mechanism works very systematically and with best practices followed it's ERROR FREE.
It's next to impossible to put everything that UCCX offer in words, but some of the features/functions/system that I like most are the Queuing mechanism, supervisor control, team & resource group approach, and call control through skills, idle, round-robin etc.
  • Call Control & Call routing. UCCX approach is simple and effective.
  • Reporting and accounting. With workforce optimization, you go beyond-- live call intercepts, supervisory control, call recordings, evaluation forms, surveys, workflows etc.
  • Skills, CSQ, Triggers, Call control group.
  • Ease of administration.
  • Modern innovative agent desktop software.
  • Finesse Administration and API.
  • Ease in configuration, agent codes, call in codes, and automatic queue control through the telephone is a somewhat typical setup.
  • Social Miner.
  • Database servers, (3rd party reliance ).
With Cisco UCCX you have ultimate control with no restrictions. You can create anything from simple to advanced level scripts and systems.
Cisco Unified Communications Manager (Call Manager), Cisco Unified Border Element (CUBE), Cisco Nexus
Well suited if you are running a call center and need to track/ record call volume. UCCX can be a pretty useful team for any organization management in order to make a decision by call traffic. UCCX can help in making the right decisions (increase/decrease workforce) add or move resources from low/normal traffic departments to high intense call volume departments.

Cisco Unified Contact Center Feature Ratings

Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10