The on prem custom solution
July 12, 2021

The on prem custom solution

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Reseller

Overall Satisfaction with Cisco Unified Contact Center

We have agents working from a couple of offices and/or remotely for some others. Cisco Unified Contact Center helps us solve issues of personalization required for call flow and IVR, and in total transparency for our customers. Finesse (the agent cockpit) is intuitive and easy to use. In terms of reporting, we also get everything we need. We also use the call recording feature (OEM calabrio).

Pros

  • Easy to use agent cockpit (Finesse) available from web browser.
  • Lots of integrations available (Calabrio, Verint, CRMs, etc...)
  • High level of personalization (need some scripting skills/resources)

Cons

  • May need scripting skills (vs new Webex Contact Center which is easier to configure)
  • Rely on third party solution (Calabrio) for call recording
  • easier ressources management
  • reduce number of agents with better call flow management and scripting
As we are a Cisco partner/reseller, we didn't really look for other vendor solution. But if you look for a robust and reliable solution, Cisco is the vendor to go with.

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

Cisco contact center Express is well suited for small/medium CC (up to 400 agents). It is also easy to implement when already in a cisco (CUCM) environment. But, going forward, I would suggest looking for the new Webex Contact Center (Cloud/SAAS Cisco offering) as the new features/updates might be available sooner/quicker on this new platform, more agile.

Cisco Unified Contact Center Feature Ratings

9.8
Agent dashboard
10
Validate callers
10
Outbound response
Not Rated
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
10
Call scripts
10
Call tracking
10
Multichannel integration
8
CRM software integration
Not Rated
9.0
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
9
Quality management
9
Call analytics
Not Rated
Historical reporting
Not Rated
Live reporting
Not Rated
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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