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Unified Contact Center Review
January 24, 2020

Unified Contact Center Review

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Cisco Unified Contact Center

Cisco Unified Contact Center is used by our customer support department. We have about 25 agents. These agents have multiple hotline queues. They work in two shifts for 18 hours per day. These hotlines provide support and service for our customers day by day. With Contact Center we have an intelligent solution for reporting and queuing calls.
  • Reporting.
  • Client-less installation.
  • Graphical UI for the supervisors.
  • Calendar options.
  • Less hardware.
  • Less client support.
The Avaya solution was not up to date any longer and we began a search for a one-vendor-solution.
If you compare the features they are quite similar and offer benefits on both sides. We went with Cisco since they are the market-leader.

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

Not sure

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

No

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

It is well suited for medium to large-scale call center solutions. If you have a Cisco network and a Cisco CallManager environment it is easier to implement that kind of product. The agent software is easy to use but for the administration, it can be cumbersome.

Cisco Unified Contact Center Feature Ratings

5.5
Agent dashboard
6
Validate callers
7
Outbound response
7
Call forwarding
8
Click-to-call (CTC)
8
Warm transfer
7
Predictive dialing
5
Interactive voice response
5
REST APIs
3
Call scripts
2
Call tracking
9
Multichannel integration
2
CRM software integration
2
6.8
Inbound call routing
7
Omnichannel inbound routing
6
Recording
4
Quality management
8
Call analytics
8
Historical reporting
10
Live reporting
7
Customer surveys
6
Customer interaction analytics
5
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Cisco Unified Contact Center Support

The support from Cisco is good. But I have to admit that we hit many bugs with several versions of the product. We are still using workarounds for some of those bugs.