Cisco Unified Contact Center - Old is not always Good
July 01, 2021

Cisco Unified Contact Center - Old is not always Good

Anonymous | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User
Review Source

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

Genesys Cloud CX (formerly Genesys Cloud), Cisco Unified Communications Manager (Call Manager), Microsoft Teams
Cisco Unified Contact Center is well suited for large organizations that are able to host their own, on premise servers, and are able to properly manage that. Cisco Unified Contact Center is not well suited to any sort of call center that needs 24-7 with no downtime, or for any remote work.

Cisco Unified Contact Center Feature Ratings

Agent dashboard
8
Validate callers
8
Outbound response
7
Call forwarding
8
Click-to-call (CTC)
7
Warm transfer
10
Predictive dialing
7
Interactive voice response
10
REST APIs
7
Call scripts
6
Call tracking
6
Multichannel integration
4
CRM software integration
4
Inbound call routing
8
Omnichannel inbound routing
9
Recording
9
Quality management
9
Call analytics
9
Historical reporting
9
Live reporting
8
Customer surveys
7
Customer interaction analytics
4