Overall Satisfaction with Cisco Unified Contact Center
It is used in all our customer deployments as a contact center solution to mitigate the extreme level of complex call flow design. It adresses extreme level of personalisation in terms of call flow, IVR,Time of day routing , database reporting, and Workflow management. It has a very simple UI interface and can be integrated with muliple third-party vendors for recording eg Verient and Callabrio solutions. Our agents can log in to their PC using Finesse over an internet browser so no extra software is needed for agent login.
- No extra configuration needed on agents PC as he/she can login via any internet brower
- Agents can use sofphone or hardphone to login as per theye convinence
- Easy integration with third-party vendors for wor flow management and call recording
- Sometime finesses gives a lot of error if java is updated on windows
- Script troubleshooting is not supported by cisco TAC which should be included
- its licensing is still not integrated with PLM so changing any network parameter like NTP,DNS need a license rehost
- Considering size of user,UCCX should accommodate more number of users as in UCCE
- Achieved enterprise call flow senerios
- IVR personalisation
- too many components in UCCE which is difficult to manage or troubleshoot
Cisco Contact center has a very good Cisco TAC support which excel in troubleshooting for Cisco products.
It is easy to integrate with Cisco Call Manager which manages the phones and also with other third-party apps which are used for Workflow management and call recording. Licensing the product is also easy and managed through a simple GUI. The GUI interface makes it easy for a novice to configure the agents easily.
It is easy to integrate with Cisco Call Manager which manages the phones and also with other third-party apps which are used for Workflow management and call recording. Licensing the product is also easy and managed through a simple GUI. The GUI interface makes it easy for a novice to configure the agents easily.
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