Great product with lots of potential for the right company
April 06, 2020

Great product with lots of potential for the right company

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

Overall Satisfaction with Cisco Unified Contact Center

Two-three of our departments are using the Cisco Unified Contact Center, for now, and possibly we will expand the service to other departments.
  • Very powerful to automate daily tasks.
  • Scripting and integrating with other servers (such as DB) could be challenging.
  • Improve the call handling efficiency.
Depends on who answer the call.

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?

Yes

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

I wasn't involved with the selection/purchase process

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 Unified Contact Center is a good solution for a contact center, helpdesk, or medical billing department.

Cisco Unified Contact Center Feature Ratings

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