Cisco UCCX - still relevant but for how long...
June 24, 2021

Cisco UCCX - still relevant but for how long...

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Review Source

Overall Satisfaction with Cisco Unified Contact Center

As a reseller of Cisco solution we have a contact center of our own to offer our clients the desired service. Working with two dedicated teams (tech & software support) we have built a CCX environment that manages incoming call with skills based routing to make sure the best available resource handles any situation coming from our clients.
  • Skill based routing.
  • Reporting thru CUIC.
  • Easy to use Finesse UI.
  • Scripting config.
  • Integration of third party tools.
  • Admin portal.
  • Ability to optimize customer experience/satisfaction.
  • Better simplified management & training.
  • Improved Staff retention.
  • Easy to use/implement remote work.
I have not used other vendors solution but I am quite familiar with the Webex Contact center cloud offering. I would say they both offer the basics but the Cloud offering is clearly the future. It is still improving and has some hiccups but will be a contender for the long run. The on-prem solution will still appeal to certain organization for a couple years, but at some point, cloud will prevail and hopefully the feature set will move over too.

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

It works as expected for an on-premise solutions as part of the Cisco collab suite. It's reliable and can be made redundant. Although it is simple to use, it does offer a great level of customization that may suit business looking to integrate widgets or include 3rd party solution such as CRM. It's a bit more complex form and admin standpoint but with proper training, it's proven to be quite powerful.

Cisco Unified Contact Center Feature Ratings

Agent dashboard
8
Validate callers
9
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
7
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
8
REST APIs
7
Call scripts
8
Call tracking
8
Multichannel integration
7
CRM software integration
7
Inbound call routing
7
Omnichannel inbound routing
7
Recording
6
Quality management
7
Call analytics
7
Historical reporting
8
Live reporting
8
Customer surveys
7
Customer interaction analytics
7