A Robust and Powerful Stable Contact Center Solution
January 17, 2022

A Robust and Powerful Stable Contact Center Solution

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

Overall Satisfaction with Cisco Unified Contact Center

Cisco Unified Contact Center is being used in many organisations we work [with] as a vendor, to help them make or receive calls related to sales, support, employee help, etc as a Contact Center Solution. It's a very stable and robust solution, customers do not want to migrate to any other contact center solution.
  • Call flow customisation using scripting
  • Database integration
  • CRM integrations
  • Licensing is not fully unified
  • Call scripting interface should be more friendly
  • Call scripting not supported by RAC
  • Implemented many sites using one contact center solution
  • Customer started getting millions of dollars sales order
  • Stability of the product help customers focus on their core business
Call scripting support must be provided, at least basic call flow customisation and not a straight no from Cisco TAC. Network engineers are not software programmers who are well versed with scripting or programming. There should be more resources available for training. For ucce there is very less resource to understand and deploy the product.

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?

Yes

Did implementation of Cisco Unified Contact Center go as expected?

Yes

Would you buy Cisco Unified Contact Center again?

Yes

It's a powerful product with every feature packed in the solution. Inbound or outbound calls, chatting with the agent or integration with database, CRM, recording solutions, workforce optimization, call customisation, call queues, IVR, call campaigns, detailed reports and everything that you would like to have in a Contact Center Solution is there already. It is a proven product [that] is highly robust and stable.
Scripting not supported
Licenses are very expensive. The customer has to buy IP telephony or Unified Communication and Collaboration Licenses and for Contact Center Solution licenses separately. There must be a price tone down as the competition is really high. New customers are willing to go for cloud-based solutions [that] are cheaper and easy to deploy.
Cisco Unified Contact Center Express is easy to deploy, less resource-intensive, [has] great technical support by well known Cisco TAC, great capabilities, granular call customisation, can be integrated with database, CRM solutions to support the customers in much better ways, can be used for many small to medium Contact Center Solution.

Cisco Unified Contact Center Feature Ratings

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