Item: Cisco Unified Contact Center
Rating: 9
Author: Lee Russell

Overall Satisfaction with Cisco Unified Contact Center

Use Cases and Deployment Scope

We use Webex Contact Center as our primary voice platform. This is how a majority of our costumers interface with our support teams. Customer support is our main use case. We have over 400 calls in an hour for just one of our departments. Cisco Unified Contact center has allowed for a more unified communications method around the company with the ability to integrate into our existing webex usage.

Pros and Cons

Pros

Handle large call volumes
Flexibility when setting up call flows and automations
In depth Reporting
Good user management
wide feature set for call handling (manager drop in recordings etc)

Cons

the UI of the user management while functional could be a bit more unified. The contact center settings should be listed together with their Webex settings rather than in two different areas
more SCIM integration
bring hardware management from CUCM into WXCC rather than two separate portals

Return on Investment

It is currently as of this review handling 400-500 calls an hour with 200+ agents
Has been rock solid for the 3 years we have had it implemented.
While more expensive than the last solution it has been more reliable and more flexible

Usability

There a few quirks you have to get used to. It is very much a "Cisco way of doing things" everything you need is there you just have to find it.

Depending on the setup there may be more than one portal you have to deal with, however work has been done to make this easier

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?

Yes

Would you buy Cisco Unified Contact Center again?

Yes

Other Software Used

Slack, Webex App, Microsoft Teams, Microsoft 365, Microsoft 365 Copilot, Microsoft Azure, Microsoft Intune, Atlassian Confluence, Atlassian Jira, Jira Product Discovery, Jira Service Management, Checklist for Jira

Likelihood to Recommend

If you are a medium to large company the Cisco Unified Contact Center is great and provides all the flexibility needed to handle complex call flows and large customer volume I wouldn't use this for small business or community groups due to the complexity. However if it was managed by a 3rd party that would make it suitable for smaller businesses. All this being said it is highly dependent on what the user wants out of a call center. if you are dealing with more than one internal team then its a good choice.

Cisco Unified Contact Center Feature Ratings

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