Cisco Unified Contact Center vs. Eckoh

I would recommend it to other people in my contact and business circle, but if I recommend it to someone who has certain difficulties in accessing some tools within Cisco, he may have great difficulty in getting help because of the support that is lacking in most of the times.

Incentivized

• Provides a great cradle-to-grave reporting capability of a customer journey through the Customer Contact Center.
• Integrations with numerous third-party vendors providing the end-user several choices in vendors offering similar offerings.
• The User community is vast, yet tight knit and collaborative spirited.
• Documentation set is vast
• Reliable once installed correctly and patched regularly.

Incentivized

• The Enterprise version Cisco Unified Contact Center has a lot of sunk cost involved and harder to support due to the expertise involved.
• Licensing and ongoing support is also a huge undertaking. Licensing is hard to understand for Cisco in general. When you have created a certification for understanding Cisco Licensing maybe that is a hint to simplify your licensing instead.
• The Express Unified Contact Center version is getting outdated and has capacity limitations. The Enterprise version is a huge undertaking to implement and get approved cost wise.

Incentivized

if it is up to me I would maintain its use. I was not able to make those decisions previously.

Incentivized

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

Incentivized

Cisco Unified Contact center is a very smart & reliable solution to go for. Its active-active sight base architecture and [customizable] features really help to deliver efficient customer service, enhanced next-gen experience, and uninterrupted operations. I believe every [organization] should opt for it if required.

Incentivized

Similar I guess, however, I feel like Avaya was more suited for a contact center and allowed for all information to be in one place. The QA Forms were more flexible and easy to review. Predicative analysis was available to assist with scheduling and staffing. It was easier to manipulate and implement- I didn't need to go through 3 different parties to make a simply modification.

Incentivized

• The removal of 4 disparate ACD systems within the environment and replacement of it with UCCE was a big positive in terms of ROI and decreases in support and maintenance costs.
• The negative side is the cost of additional integrations from the Solutions Plus partners to take you beyond the out of the box capabilities.

Incentivized