This is how Cisco Unified Contact Center stands out of the crowd
August 11, 2021

This is how Cisco Unified Contact Center stands out of the crowd

Brandon Marmol | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Cisco Unified Contact Center

In our organization's IT department, we use the Cisco Unified Contact Center to address common problems for our own employees such as supervisors, SMEs, agents, and Program Managers to attend from password resets to red codes opening specific program glitches. This program is very intuitive and you can customize it for each case solution.

Pros

  • Deliver a proactive and personalized customer experience
  • Support for 25+ languages
  • You can create a wide variety of customized dashboards

Cons

  • It's difficult to implement and it takes a lot of time
  • Some features suddenly stop working and we have to reload the page it or restart it
  • Some bugs that can take a long time to fix
  • It gives us an idea of how difficult and tiresome it can be to implement a program like this for 2000+ employees.
  • We have reached AHT and CSAT goals that we have never reached before.
  • In general, it has been a good idea to implement this program despite the setbacks it gave, it has been worth it.
Cisco Unified Contact Center has no comparison with any other software or app out there, For me, it is the most viable option if you want your organization to lead since you literally have everything you need to be able to develop your company and stand out from the others easily.

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?

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?

No

Would you buy Cisco Unified Contact Center again?

Yes

A good scenario to implement this software would literally be any scenario where you want your organization to be the leader in the industry since it has many tools to solve problems and provide excellent customer service, you have real-time data features that you can take advantage of to improve your team.

It is an excellent option in all scenarios since it is well suited to work with any type of call center from 10 people to 10,000 the benefit is always the same.

Cisco Unified Contact Center Feature Ratings

8.9
Agent dashboard
10
Validate callers
10
Outbound response
9
Call forwarding
9
Click-to-call (CTC)
9
Warm transfer
7
Predictive dialing
8
Interactive voice response
10
REST APIs
6
Call scripts
10
Call tracking
9
Multichannel integration
10
CRM software integration
9
9.2
Inbound call routing
10
Omnichannel inbound routing
9
Recording
10
Quality management
10
Call analytics
10
Historical reporting
9
Live reporting
10
Customer surveys
5
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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