Good enough
July 21, 2021

Good enough

Julian Perez | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Overall Satisfaction with Cisco Unified Contact Center

Cisco Unified Contact Center is being used by our support contact centers. This tool allows us to call each other internally, make outbound calls to our customers, and also accept inbound calls from our customers directly. This tool also allows us to transfer calls. It tracks our call volumes, agents statistics as well as our call handling time, hold time, and several other factors.

Pros

  • View my daily statistics
  • Manage available status
  • Pause and resume call recordings as needed

Cons

  • Call handling and analysis
  • Track trends
  • Agent statistics
  • Modify agent skills easily
  • Voice and screen recordings
  • Pause and resume recordings
Cisco Integrated Communication Center it's a great match for Microsoft Power BI which provides excellent integration to create high quality and specific reports, a great feature when your organization already has its own way of analyzing performance and areas for improvement. I chose the Cisco Unified Contact Center because it is one of my daily tools.

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?

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?

Yes

In order to be able to understand historical data, contact trends, and call forecasts I need to manually compile data from various reports. With the Cisco Unified Contact Center, it’s hard to understand why calls can't be handled. Reporting and statistics are hard to analyze. I can’t forecast growth or staffing needs as I wish.

Cisco Unified Contact Center Feature Ratings

7.8
Agent dashboard
9
Validate callers
7
Outbound response
6
Call forwarding
8
Click-to-call (CTC)
Not Rated
Warm transfer
8
Predictive dialing
Not Rated
Interactive voice response
7
REST APIs
9
Call scripts
8
Call tracking
8
Multichannel integration
Not Rated
CRM software integration
Not Rated
6.0
Inbound call routing
8
Omnichannel inbound routing
Not Rated
Recording
8
Quality management
8
Call analytics
3
Historical reporting
3
Live reporting
2
Customer surveys
8
Customer interaction analytics
8
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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