Cisco Unified Contact Center For your sales team
Updated April 01, 2024
Cisco Unified Contact Center For your sales team
Score 10 out of 10
Vetted Review
Overall Satisfaction with Cisco Unified Contact Center
End customers use Cisco Unified Contact Center as a channel to connect with their clients and the company, furthermore, they use this solution as way for merchandising campaigns for their sale team, in this way their Cisco Unified Contact Center is an important platform for the operation of the company because it is directly involved with profits. In our case, Cisco Unified Contact Center is part of our technical support call center, telesales teams and many marketing campaigns. As you can see, Cisco Unified Contact Center is a crucial part of our business, we have trusted in this platform to reach out to our end customers.
- Income calls handling
- Reports and dashboards
- Team handling
- Call flow and scripts for incoming calls
- Integration with other collaboration solutions
- Detailed reports, such as: a report for disconnected or hang out a call. Many times our end customer wants to know who hang out the call (the agent or the client) but this data is not easy to grab from Cisco Unified Contact Center, We have to refer to CUCM to collect this information and it's consuming time.
- Better integration with recording solutions, many end customer doesn't have a good option for recording their calls, I don't know if there's a certified solution to integrate in a native way with.
- Social media campaigns, integration with Facebook or Whatsapp, is possible?
- We can handle outage in a better way than before. With HA infrastructure, there's no concerns on loss of services, we can easy move to a secondary data center and operate as if nothing have happened, that's an important feature that not many solutions have.
- Cisco Unified Contact Center telephone calls are the principal channel to contact customers and give them customer support, so the business has a complete dependency on this platform.
- Quality of service is one of our main goals, we can capture metrics with the information taken from Cisco Unified Contact Center, see where we have a fault and try to solve it as soon as possible.
- Cisco Unified Communications Manager (Call Manager), Nuance Dragon Speech Recognition and Imagicle Call Recording
Cisco Unified Contact Center can integrate with all these solutions in a near-native way, with the use of a nuance speech recognition. We expand our services to autocall attendees for services that can be automated, so a user doesn't need to connect with an agent to receive the information that he requests, in this way he reduces time and call queues are faster than before. Imagicle gives us a hand with the records of all those calls that can be used for analytics reports, as an example: we collect information from the call in order to analyze why a person could be angry or happy with our services.
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