Cisco Unified Contact Center
March 17, 2025

Cisco Unified Contact Center

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Cisco Unified Contact Center

Cisco Unified Contact Center is a solid and stable contact center solution which fits a large scale environment . It provides more flexibility and omni channels features . Cisco Unified Contact Center is one of the best On-Prem contact center solution as it provide a very flexible integration with different telephony systems . Cisco Unified Contact Center has a very stable with more than 30k configured agents

Pros

  • Scalability
  • Stability
  • Flexability

Cons

  • AI
  • APIs
  • Cloud support
  • License
  • Scale
  • Operational
Cisco Unified Contact Center is a scalable product . Can be used in amy organizational units not only the contact center . Can be used for many IT Helpdesk setups and any internal or external CC . We can use it to automate the outbound dialing as well for marketting and invoices and other use cases

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?

No

Did implementation of Cisco Unified Contact Center go as expected?

Yes

Would you buy Cisco Unified Contact Center again?

No

for AI part , Cisco Unified Contact Center is not ready yet as there is no out of the box integration . For the Conversational IVR it doesnt have a native reporting support and alot of customization and configurations required to make it work. Cisco Unified Contact Center not supporting cloud and its on prem and this is a limitation. also not 100% API based solution compared to other solutions

Cisco Unified Contact Center Feature Ratings

4.5
Agent dashboard
5
Validate callers
5
Outbound response
5
Call forwarding
5
Click-to-call (CTC)
4
Warm transfer
4
Predictive dialing
4
Interactive voice response
4
REST APIs
5
Call scripts
4
Call tracking
4
Multichannel integration
4
CRM software integration
5
4.7
Inbound call routing
5
Omnichannel inbound routing
4
Recording
4
Quality management
5
Call analytics
5
Historical reporting
5
Live reporting
4
Customer surveys
5
Customer interaction analytics
5
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Cisco Unified Contact Center Training

  • No Training
the UCCE is very complex solution which needs a real handson experience and working and implementing stuffs in a real lab to gain the full understanding . real production environment varies from the small to large organizations more complexity and more challenges to come into the large scale which will require more advanced troubleshooting skills

Comments

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