CCX all inclusive
Arturo Lopez | TrustRadius Reviewer
Updated January 14, 2020

CCX all inclusive

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Cisco Unified Contact Center

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.
  • 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
  • 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.
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.
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.

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

Yes

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

Yes

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

Yes

Did implementation of Cisco Unified Contact Center go as expected?

Yes

Would you buy Cisco Unified Contact Center again?

Yes

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.

Cisco Unified Contact Center Feature Ratings

Agent dashboard
9
Validate callers
10
Outbound response
9
Call forwarding
8
Click-to-call (CTC)
9
Warm transfer
9
Predictive dialing
9
Interactive voice response
10
REST APIs
8
Call scripts
9
Call tracking
9
Multichannel integration
9
CRM software integration
8
Inbound call routing
10
Omnichannel inbound routing
9
Recording
9
Quality management
9
Call analytics
9
Historical reporting
10
Live reporting
10
Customer surveys
9
Customer interaction analytics
9