UCC is stable but is it be a beast of the jungle? Maybe not
March 03, 2021

UCC is stable but is it be a beast of the jungle? Maybe not

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Cisco Unified Contact Center

[Cisco Unified Contract Center] is the primary contact center platform used in our org. We have a large CC environment that is an essential component of our business. The platform caters to various lines of business that supports help desks and customer support lines spread across the globe.
  • [Cisco Unified Contract Center] as an on prem platform is a robust legacy platform
  • UCCX is also a stable on prem solution for smaller call centers
  • CVP added to a [Cisco Unified Contact Center] design is more advanced in delivering customized self service and Omni channel treatments
  • The basic code of pretty much all [Cisco Unified Contact Center] platforms haven't changed in forever
  • The newer releases focus more on bug fixes rather than providing innovative integrations
  • Positive - very stable for simpler deployments
  • Positive - caters well for easier, low complexity integrations
Since [Cisco Unified Contact Center] UCC has been around forever, there has been little to no effort to enhance UCCE/X as core platforms. Chances are good they will be sunset sooner than later. CVP has potential as an on prem solution. The future is Webex Contact Center as long as it can keep up with platforms in the CCaaS Magic Quadrant

Do you think Cisco Unified Contact Center delivers good value for the price?

No

Are you happy with Cisco Unified Contact Center's feature set?

No

Did Cisco Unified Contact Center live up to sales and marketing promises?

No

Did implementation of Cisco Unified Contact Center go as expected?

No

Would you buy Cisco Unified Contact Center again?

No

As pertains to [Cisco Unified Contact Center] UCCE and UCCX - whether on prem or hosted, are more suitable for contact centers of different sizes - where complex integrations is not a major business requirement.

Cisco Unified Contact Center Feature Ratings

Agent dashboard
5
Validate callers
6
Outbound response
5
Call forwarding
3
Click-to-call (CTC)
4
Warm transfer
5
Predictive dialing
5
Interactive voice response
7
REST APIs
6
Call scripts
7
Call tracking
6
Multichannel integration
6
CRM software integration
5
Inbound call routing
7
Omnichannel inbound routing
7
Recording
4
Quality management
3
Call analytics
4
Historical reporting
3
Live reporting
4
Customer surveys
5
Customer interaction analytics
5