Contact center solution for the masses!
Updated June 17, 2021
Contact center solution for the masses!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Cisco Unified Contact Center
Cisco Unified Contact Center is used for sales, marketing, product support and end user support (help desk) at our company, helping the customer care teams.
- Great detailed reporting for calls and SLA.
- Simplified login using Cisco Finesse and Softphone features.
- Support for voice and video for customer care.
- Options for WebRTC for Clients, instead of Cisco Jabber or Cisco IP Communicator.
- VPN less solution for Contact Center agent logins for CTI, Voice and Video.
- Easier call recording solution than using a third party solution for recording.
- Agents/Users are liking the browser-based CTI login.
- Simple to code and create call flows, not needing to have critical expertise in call scripting.
- Using existing Cisco IP/UC Infrastructure for implementation such as Cisco UCS and CUCM for the setup.
- Avaya Aura Platform, Five9 and RingCentral
Some of the solutions evaluated provided options which were not compatible with the existing infrastructure, while Cisco Contact Center Solution provided option for using existing hardware and network setup.
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 Contact Center Feature Ratings
Using Cisco Unified Contact Center
200 - Sales, Marketing, Product Support
4 - Cisco UC Professionals
- Marketing and support call flows.
- New product roll-out support.
- Migration support queue.
- New product roll-out queue with option for user to enter.
- On-call paging used with 3rd party apps.
- After hours voicemail integration.
- Wallboard for agents in office.
- Being IP based, agents can use the application completely remote from home.
- Reduce DID numbers, providing routing using Non-DID Private Internal Numbers.
- Day of week and time of day, call routing to hunt groups.
Evaluating Cisco Unified Contact Center and Competitors
Yes - Cisco Contact center replaced Avaya legacy solution, standardizing on VOIP infrastructure with softphones / hardphone and Cisco Finesse for agents. Management and support for Cisco contact center was.easier compared to Avaya, also simpler licensing terms for agents, outbound daler and IVR ports for the contact center as well as integration to other systems
- Price
- Product Features
- Product Usability
- Prior Experience with the Product
Product features was the single most important factor for decision on Cisco contact center. Robust solution with virtualization of servers, fully VOIP supported solution, integrating with Cisco CUCM, existing wall oats solution as well as back office database for call analysis. The reporting solution CUIC Cisco Unified Intelligence Center is a great tool for all the reporting for contact center
Solution should support vpnless access for agents, providing voice over browser as webrtc, and depend less on softphone / hardphone. Easy to integrate with CRM solutions such as salesforce, SAP, Microsoft dynamics.
Cisco Unified Contact Center Support
Pros | Cons |
---|---|
None | None |
We always prefer Premium support with Cisco TAC to support the business requirements and criticality of the services. TAC helps resolve severity cases faster, getting services restored.
Yes - Yes, as we upgrade to latest version of Cisco contact center, we have experienced bugs / defects, and opened support cases for those,received support to upgrade the version or patch those defects or works rounds for them
Cisco has provided exceptional TAC support for service outage, bringing back the servers which were down