A Solid solution for years to come
January 24, 2022

A Solid solution for years to come

Amit Katyal | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Cisco Unified Contact Center

Cisco Unified Contact Center is a great solution which has evolved in recent years. It needs more features now to compete with cloud solutions.
  • IVR solution
  • Reporting
  • Database integration
  • Licensing
  • Features
  • Interactive reporting
  • More customer complaint
  • Negative impact of customer support ratings
  • Provides positive ROI by providing great reports to improve the call center
It's a great product which has been solid for many years. It needs more features to compete with bigger guns, hence the rating of 8.

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?

No

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

We need to popularize less utilized features of uccx by increasing the documentation for them.
Its licencing should be included with the PLM so the licensing becomes simple. With single pane licensing, license purchase will be simplified as well
Cisco Unified Contact Center is well suited for small-to-medium scale companies with their own data center. Companies with simple IVR needs will be suitable for this product. The high availability provides a good and simple add on for companies that want extra reliability at reasonable price.

Cisco Unified Contact Center Feature Ratings

Agent dashboard
7
Validate callers
7
Outbound response
8
Call forwarding
6
Click-to-call (CTC)
8
Warm transfer
9
Predictive dialing
8
Interactive voice response
9
REST APIs
8
Call scripts
8
Call tracking
8
Multichannel integration
8
CRM software integration
7
Inbound call routing
8
Omnichannel inbound routing
8
Recording
8
Quality management
8
Historical reporting
8
Live reporting
8
Customer interaction analytics
8