Item: Cisco Unified Contact Center
Rating: 9
Author: oriol lorenzo seva

Use Cases and Deployment Scope

It's being used by one department. It is focused on supporting students, especially in bureaucratic issues.

Pros and Cons

It's robust, doesn't fail, and it works as expected. May sound obvious, but it's not for us.
It's flexible, scripting is welcome!
The web access for operators, it's perfect for us.

Maybe could use Python as language for scripting.
License price.

Return on Investment

We're a public university, we don't make business by CCX, so no ROI available. In any case, the increase in the quality of the service provided justifies the investment.

Alternatives Considered

We didn't evaluate more than Cisco.

Likelihood to Recommend

Well, it's a good tool where there are phone operators. In our particular case, we didn't have phone operators, just administrative personnel. We had to make specific training.

Satisfied with CCX

Overall Satisfaction with Cisco Unified Contact Center

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Alternatives Considered

Likelihood to Recommend

Cisco Unified Contact Center Feature Ratings