Item: Cisco Unified Contact Center
Rating: 6
Author: Verified User

Use Cases and Deployment Scope

Both our Customer Service team and internal Help Desk use Cisco Unified Contact Center to manage calls and team performance. Cisco Unified Contact Center allows our team to measure team member productivity in addition to managing inbound and outbound call traffic.

Pros and Cons

Cisco gives us access to a lot of data points for reporting
Easy to customize settings in Cisco
Cisco's support is very responsive

Our current version of Cisco does not offer simple integration with other contact center software
Call board offerings are limited, as a result we use a 3rd-party product

Return on Investment

Because we support multiple channels and our version of Cisco does not support integration, it is a challenge to see our agents' full productivity in one place.
For call-only agents, Cisco offers excellent real-time and historical reporting.

Alternatives Considered

Twilio Flex, Avaya Call Center Elite (formerly Aura Call Center Elite) and ASCENT

Cisco is right in line with these solutions from a call agent management solution. While it may require more effort to build reports (or even exporting them to manipulate the data to look the way I need), Cisco offers access to all of the data I need.

Support Rating

For call centers that don't mind a little manual work and do not want integration to other products, this solution is great! Lots of data is available and the management of call center agents is easily done with the Cisco Unified Contact Center application.

Key Insights

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?

I wasn't involved with the selection/purchase process

Did implementation of Cisco Unified Contact Center go as expected?

I wasn't involved with the implementation phase

Would you buy Cisco Unified Contact Center again?

Yes

Likelihood to Recommend

Cisco Unified Contact Center is perfect for call centers that focus specifically on inbound or outbound calls or who segregate call agents from other skills (emails, social, chat, etc.). If you want a product that will give you the ability to export multiple data points that you can then manipulate in excel, this is the product for you.

Cisco Unified Contact Center Review from a Call Center Veteran

Overall Satisfaction with Cisco Unified Contact Center