Cisco Unified Contact Center Review from a Call Center Veteran
August 31, 2020
Cisco Unified Contact Center Review from a Call Center Veteran
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Cisco Unified Contact Center
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.
- 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
- 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.
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.
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