Item: Cisco Unified Contact Center
Rating: 10
Author: GUSTAVO DE SOUZA ALVES

Use Cases and Deployment Scope

The CUCC is being used within the organization to be able to get in touch with our customers at our centers, make transfers to other areas of the sector to be able to perform our customer service with excellence.

Pros and Cons

Able to pause and resume the call to check system information.
Call transfer
The possibility of monitoring contacts.

Sometimes due to system failures, we end up being forced to restart the page and re-login.
Sometimes it ends up being a little slow.
It takes a long time to complete 100% of the implementation.

Return on Investment

Quality control has greatly improved after implementation.
Better service efficiency.
Monitor agent performance.

Support Rating

Key Insights

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

Usability

Service is awesome. If you have any problems, it's easy to solve with the customer service ready to help.

Likelihood to Recommend

Cisco is clearly the reason for our excellence in service. We are able to answer, make and transfer calls. Pause, resume, report agent service, and yes I would recommend it to my business colleagues.

Cisco is awesome, despite some usability issues, it's great for contact centers,

Overall Satisfaction with Cisco Unified Contact Center