Good call routing!
July 08, 2021

Good call routing!

Duncan Hernandez | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Cisco Unified Contact Center

Cisco Unified Contact Center is used for our customer experience through our call center. Our agents help clients and customers with any issues, new business opportunities, or any other items. The cisco call integration is a part of making the customer experience smoother by wasting less of our agents and customers time.
  • Self-service
  • Data collection and analysis
  • Routing system
  • Other tools for integration
  • Licensing model is old
  • Some call options are limited
  • Good call routing
  • Excellent features
  • Outdated licensing model
Both Avaya and Cisco Unified Contact Center are great solutions in their own right. It is a matter of preference at a certain point. Both interfaces are solid and the agents have good visibility on their call progress. I'd say Avaya's live chat is a little more fleshed out, but I don't have the experience with Cisco Unified Contact Center's texting.

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

For routing calls and getting our customers to the right agents, this is where Cisco Unified Contact Center shines. There are always hiccups in the process, but for the most part, this alone saves enough time to keep our agent utilization high and our customer turnaround time low. For large call centers, this is a must have.

Cisco Unified Contact Center Feature Ratings

Agent dashboard
9
Validate callers
8
Outbound response
8
Call forwarding
8
Click-to-call (CTC)
6
Warm transfer
8
Predictive dialing
9
Interactive voice response
8
REST APIs
7
Call scripts
7
Call tracking
8
Multichannel integration
8
CRM software integration
8
Inbound call routing
8
Omnichannel inbound routing
7
Recording
8
Quality management
8
Call analytics
9
Historical reporting
7
Live reporting
8
Customer surveys
6
Customer interaction analytics
7