Cisco Unified Contact Center Review
July 30, 2021

Cisco Unified Contact Center Review

Moises Rubi | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Cisco Unified Contact Center

The application is being used by most departments. Other departments have specific applications more in line with their respective role in the company. Cisco Unified Contact Center provides a centralized hub for all incoming contacts, which makes it easier for our QA and RTA specialists to view and analyze data on top of making it easier for our teams to handle the priority contact due to importance.
  • Great interface
  • Easy to use
  • Easy to learn
  • Great adapatation
  • Task scheduling
  • Performance tracking
  • Improved response times
  • Improved QA analysis

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

NICE CXone (formerly NICE inContact), Avaya OneCloud CCaaS
When you receiving multiple types of contact through the same channel you are able to quickly filter the different types of requests incoming with the help of Cisco Unified Contact Center. This makes it easier to take the contact of first priority first and move on to the second priority contact after finishing the first ones.

Cisco Unified Contact Center Feature Ratings

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