Cisco Unified Contact Center - Old is not always Good
July 01, 2021
Cisco Unified Contact Center - Old is not always Good
Score 3 out of 10
Vetted Review
Verified User
Overall Satisfaction with Cisco Unified Contact Center
Cisco Unified Contact Center was being used by our call center team. Obviously, since this is a call center solution, it addresses the business problem of needing to set up multiple agents to be enabled to receive multiple calls in a queue based system. It is also used by the peripheral staff that need to use it to run reports.
- Ability to expand
- Control and ownership of solution
- Ability to customize
- Use of special proprietary software in order to edit the call flows
- More complicated and dense than it needs to be
- Solution is not made for remote work
- Multiple downtime situations due to various failures
- Staff overtime in order to fix issues, often late at night
- Expensive to have vendors' technicians fix problems
- Genesys Cloud CX (formerly Genesys Cloud)
After our experiences with Cisco Unified Contact Center, we decided that a cloud solution would provide 24/7 uptime--and, it did. We actually picked Genesys Cloud over Cisco Unified Contact Center and have not had any regrets. Not only do we not have to deal with the telephone lines going down, but unlike Cisco, the new Genesys system is much more streamlined and simple for both users and admins.
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?
No
Did Cisco Unified Contact Center live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Cisco Unified Contact Center go as expected?
I wasn't involved with the implementation phase
Would you buy Cisco Unified Contact Center again?
No