Cisco is awesome, despite some usability issues, it's great for contact centers,
January 13, 2022

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

GUSTAVO DE SOUZA ALVES | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Cisco Unified Contact Center

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

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

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

Warm transfer
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Inbound call routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
10
Customer surveys
10
Customer interaction analytics
10