Needs improved Solutions for a CC
July 09, 2021

Needs improved Solutions for a CC

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

Overall Satisfaction with Cisco Unified Contact Center

[Cisco Unified Contact Center] is being used by our contact centers. It allows us to call each other internally, make outbound calls to our customers from designated CSQs, and accept incoming calls from out customers directly or calls that have been routed through different support queues. It tracks our call volumes, agents statistics as well as out call handling.
  • Allows us to pause and resume the recording as needed for PCI purposes
  • Adjust agent ready status as both the agent and a supervisor
  • View my history for today
  • Call handling and analysis
  • Agent handling and analysis
  • Tracking and understanding historical and present trends
  • Ability to adjust agent priority easily
  • Ability to apply a vanity number(s)
  • Voice and screen recordings available for QA & training purposes
  • Secure pause feature is great!
Similar I guess, however, I feel like Avaya was more suited for a contact center and allowed for all information to be in one place. The QA Forms were more flexible and easy to review. Predicative analysis was available to assist with scheduling and staffing. It was easier to manipulate and implement- I didn't need to go through 3 different parties to make a simply modification.

Do you think Cisco Unified Contact Center delivers good value for the price?

Not sure

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

In order to understand historical data, trends, and anticipated volume I need to manually piece together information from several different reports. [With Cisco Unified Contact Center it] is difficult for me to understand why calls were not handled (ie. agent availability, staffing, internal errors, complications, simply low volume, etc.) Reporting and statistics is difficult to analyze. I have trouble understanding trends. I can't anticipate growth or staffing needs.

Cisco Unified Contact Center Feature Ratings

Agent dashboard
4
Call forwarding
9
Warm transfer
9
Interactive voice response
3
Call tracking
5
Inbound call routing
6
Omnichannel inbound routing
6
Recording
9
Quality management
5
Call analytics
1
Historical reporting
1
Live reporting
1