Single point solution for customer needs
January 03, 2022

Single point solution for customer needs

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Cisco Unified Contact Center

In our [organization] Cisco Unified Contact Center is basically used for multichannel contact management over an IP infrastructure basically to interact with customers & internal employees over voice, email, webchat, and social media. It’s an all-in-one solution for call center agents to work under one umbrella.
  • It’s an easy to deploy & easy to use solution.
  • It smoothly [integrates] inbound and outbound voice applications with Internet applications such as real-time chat & E-mail.
  • Better management of incoming calls with conditional routing.
  • The licensing mechanism for enabling each feature is really complex.
  • Administration is a nightmare.
  • The application is bit heavier than its counterparts.
  • The solution is bit expensive.
  • User-friendly and scalability of the solution is best.
  • A bit of expensive solution to implement.
  • Almost zero downtime is one of the prime advantage.
Cisco Unified Contact center is a very smart & reliable solution to go for. Its active-active sight base architecture and [customizable] features really help to deliver efficient customer service, enhanced next-gen experience, and uninterrupted operations. I believe every [organization] should opt for it if required.

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?

Yes

Would you buy Cisco Unified Contact Center again?

Yes

I gave it 8 out of 10 because of its commendable features & its reporting dashboard which can be [customized] as per user requirements.
I really enjoy being able to quickly pull call and agent statistics for both historical and real-time data. I like that I can build dashboards using different reports. I like the way I can export the reports to an excel or CSV file. Also, everyone can customize their own reporting & dashboard.

Cisco Unified Contact Center Feature Ratings

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