Cisco Unified Contact Center: Makes your projects targets easily reachable!
July 19, 2021

Cisco Unified Contact Center: Makes your projects targets easily reachable!

Vojislav Kosijer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Cisco Unified Contact Center

Cisco Unified Contact Center is used across the department for one of the most important tasks, and that is to survey customer satisfaction rating which helps us understand the level of support we provide, make better adjustments and improvements in our support and it also helps us measure/improve performance of our agents during the calls.
  • Allows us to measure performance of employees
  • Allows us to gather service satisfaction rating from customers
  • Multi-channeled feature that allows smooth communication within the company
  • Multi-channeled features allow easy communication with the client
  • It would be nice if it could support more agents to be connected at the same time
  • Improved quality of support project provides
  • Helped us reach KPI's and goals while simultaneously tracking them
  • Helps us keep track of the satisfaction level from our customers end
Both with similar purposes and features, but Cisco provides a better measurement for KPI's and target goals which are important to the client, while also helping us keep track of our employee's performance and how is that impacting our customer's satisfaction with the level of service received. Both are very unique and have their own purpose, but Cisco takes the edge.

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 UCC is mostly used as a tool that allows us to gather information and feedback about both services we provide to our customers, and also allows us to maintain the service we provide by measuring the performance of our agents and making sure their knowledge is always up to date.

Cisco Unified Contact Center Feature Ratings

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