Contact center solution for the masses!
Updated June 17, 2021

Contact center solution for the masses!

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

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.
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 4000 Series Integrated Services Routers (ISR 4000), Cisco Webex Room Kit Mini, Jabber
Cisco Contact Center solution provides options for easier solution deployment, simple integration to existing Cisco UC telephony and leverage the existing Cisco IP infrastructure for the organization.

Cisco Unified Contact Center Feature Ratings

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

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.
Our company agents and supervisors are happy and satisfied using the Cisco Contact Center solution for all the queues and reporting, and based on the response, we would be renewing the support contract/continue using the solution.

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

Cisco Contact Center solution easily supports and integrates to existing UC Platform such as Cisco Unified Communications Manager, Unity Connection, and other products, providing a simple and convenient login for agents using desk phones and softphones.
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