Customer Engagement Triumph
Frank Paul Onwude | TrustRadius Reviewer
April 08, 2020

Customer Engagement Triumph

Score 10 out of 10
Vetted Review
Review Source

Overall Satisfaction with Cisco Unified Contact Center

Our customers in the financial services space use Cisco Unified Contact Center Express and Enterprise for customer engagement and product sales. The platforms afford the business the flexibility to engage using multiple platforms and performing analytics over multiple sources is a lot easier.
  • Reporting - Interaction data is stored in MSSql databases that are open and accessible.
  • Call Queuing and Routing - The scripting engine for both ICM and CVP is very robust
  • Third Party Integrations
  • The Cisco UCCX is a closed system - You can only customize within the boundaries of the systems capabilities
  • Data manipulation and report customization in UCCE requires a skilled database resource.
  • Our customers report an increase in customer satisfaction since they moved to UCCE
  • Contact Center productivity can be measured easily
Like most Cisco Products, there is a lot of documentation around Cisco Unified Contact Center (Express and Enterprise). Most of the information that is required to maintain, administer and troubleshoot an install is available on the internet or specifically on Cisco's website. There is a large community of users, engineers, etc with different use cases, challenges and solutions to fit almost any scenario. Support is also available through Cisco TAC.

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

Well suited for:
1. Where you need access to your interaction data and you need to be able to create reports in line with your specific business objectives.
2. Where you need the capacity to run large voice marketing and sales campaigns.
3. Where you want to have a multi-channel (Voice, Video, SMS, WebChat and Social media) environment.
4. Where you want to be able to compare interaction data from your multiple channels

Cisco Unified Contact Center Feature Ratings

Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
10
Call scripts
Not Rated
Call tracking
10
Multichannel integration
10
CRM software integration
10
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
10