Cisco Unified Contact Center is an easily managed solution for a call center environment
May 18, 2021

Cisco Unified Contact Center is an easily managed solution for a call center environment

Bhawnish ㅤkumar | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

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.

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

ThousandEyes, Cisco 4000 Series Integrated Services Routers (ISR 4000), Cisco Webex Calling
It is well suited for a small to medium size environment where a number of users is 300-600 as in UCCX. For more than 1000 for UCCE. Also, it is well suited for complex call flow designs for telecoms and call centers type of environment where number of call flow is extremely high and not like it's in small offices.

Cisco Unified Contact Center Feature Ratings

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