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Best customer experience
November 30, 2021

Best customer experience

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Cisco Unified Contact Center

I am using Cisco Unified Intelligent Center, call manager and ccmp, jabber, IP phones, etc. Basically, everything comes as a package to provide a contact centre setup. Creating agents, providing access, and addressing the issue faced by the users. Cisco provides such a good service that once the user understands the system properly then the user experience is really awesome, on day to day basis the issue we came across is not because of any discrepancy in the product but lack of understanding on the user side, which also can be reduced by providing orientation program.
  • Reporting related to call details , agent details, billing, etc.
  • Routing as per the user requirements as part of redundancy.
  • Best customer experience through the technical assistance.
  • GUI of CUIC can be improvised.
  • API development could be more effective for avoiding the slow loading of some features in CUIC.
  • The user helping manual must be included in the call manager to handle some configuration that requires long-term memory power of the brain.
  • Customer experience interacts directly with the agent makes the business really smooth and flexible.
  • Good for a well-established business that requires more direct interaction with the customer.
  • Not really good choice if the business has just started, not until it becomes large scale.

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

Cisco Unified Contact Center is best suited for the eCommerce business that sells products, but in order to support big telecom services, it needs more automation. Some users have a habit of spending less and squeezing more, for them if contact centre services are required then there are lots of things to be done through automation which will reduce the frustrating human-based error which seriously impacts business.

Cisco Unified Contact Center Feature Ratings

8.8
Agent dashboard
8
Validate callers
Not Rated
Outbound response
8
Call forwarding
10
Click-to-call (CTC)
Not Rated
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
10
REST APIs
Not Rated
Call scripts
8
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
Not Rated
8.3
Inbound call routing
9
Omnichannel inbound routing
Not Rated
Recording
8
Quality management
Not Rated
Call analytics
Not Rated
Historical reporting
8
Live reporting
8
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Cisco Unified Contact Center

NICE Actimize, Verint Digital Experience ( formerly opinionlab), Amazon Connect

Evaluating Cisco Unified Contact Center and Competitors

A cloud-based contact centre requires more technical support as the system is still under development. Technical complex factors are more, the things don't come as a package like the Cisco Unified Contact Center does.