Item: Cisco Unified Contact Center
Rating: 10
Author: Arturo Lopez

Use Cases and Deployment Scope

In our company it is a tool that we use every day. It is most used in customer service and support, where our agents are contacted through our menu.

Pros and Cons

Analysis and statistics of our agents
Email and integration with social networks
Virtualization support

Cisco software itself for call recording
Increased support for new tools or skills
Integration with other contact center solutions

Return on Investment

I consider that the quality of service and functions are necessary for those who need an agent service.
The reporting and analysis of calls with customers help improve the satisfaction of the help provided.
Customers are satisfied with all the tools. The platform is complete.

Alternatives Considered

Avaya Intelligent Xperiences Contact Center, Genesys PureCloud and Zendesk

The base in the infrastructure for any architecture within the company has been Cisco and with CCX which is one of the most complete for the needs in the market we are covering.

Support Rating

The support needed is minimal once implemented and in operation. Although there is integration, as with SocialMiner, it presents almost no failures or problems for users.

Other Software Used

Cisco Unified Communications Manager (Call Manager), Cisco 4000 Series Integrated Services Routers (ISR 4000), Cisco Finesse, IBM Social Media Analytics

It is suitable for companies that have customer service and need attention for several users at the same time, such as banks, advertising companies etc. It is not very appropriate for scenarios where the contact with the client is very little. For example there is no need to provide support and attention in department stores.

CCX all inclusive

Overall Satisfaction with Cisco Unified Contact Center

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Alternatives Considered

Support Rating

Key Insights

Do you think Cisco Unified Contact Center delivers good value for the price?

Are you happy with Cisco Unified Contact Center's feature set?

Did Cisco Unified Contact Center live up to sales and marketing promises?

Did implementation of Cisco Unified Contact Center go as expected?

Would you buy Cisco Unified Contact Center again?

Other Software Used

Likelihood to Recommend

Cisco Unified Contact Center Feature Ratings