Cisco Unified Contact Center: Good software with some areas of oportunities
July 21, 2021

Cisco Unified Contact Center: Good software with some areas of oportunities

Juan Gomez | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Cisco Unified Contact Center

Cisco Unified Contact Center was originally thought to improve in some areas of opportunities in our business, it was good to deliver some results, however, we find a lot of glitched and errors on it, that we can handle at this time but, we'll really expect this software to improve and their creators to put a little bit more effort on support when is needed.
  • Good management and easy-to-use
  • Customer Satisfaction improved a lot
  • Contacts are easy to handle
  • It's really glitchy sometimes
  • It lacks on support when it fails
  • It's losing potential if lack of support and glitches are not solved
  • Improvement with all our agents, they are hitting high goals.
  • My business is growing, hopefully by the end of this month I'll hire 100 more agents.
  • We are getting some unexpected and not desired downtime because of the issues the software gives to us.
If you want your business to improve and grow, don't hesitate to buy this software, I'm pretty sure it will help your small and medium business to grow and be better, your co-workers and you'll be happy too, It's a beautiful software, not everything is perfect, it has some areas of improvement, but I know and I trust they will get the issues fixed soon enough.

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 1000 Series Aggregation Services Routers (ASR 1000), Cisco Webex Board Series, SENTRY Enterprise 911 from Avaya
Cisco Unified Contact Center is doing particularly well for my small business, I manage around 245 people in here, and they are doing great with this software, is not that complicated to have them monitored and call recordings have a great quality.

Sometimes I just get disappointed with the glitches, but it's not the glitch itself (like you cannot press the Dial button, or you cannot jump from one page to another) is the unresponsive service desk they have.

Cisco Unified Contact Center Feature Ratings

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