#1 most frequent
United States of America
78.1%784 installations of 1,004
What is Cisco Unified Contact Center?
Cisco Unified Contact Center is a contact center platform that can support up to 24,000 agents. It supports call routing, omnichannel integrations, and a management portal for creating customer profiles, segmentation, and resource monitoring.
Categories & Use Cases
Top Performing Features
Click-to-call (CTC)
Allows one-click calling for agents.
Category average: 8.7
Quality management
Ability to monitor conversation content, administer evaluations, establish policies etc..
Category average: 8.6
Call analytics
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
Category average: 8.3
Areas for Improvement
REST APIs
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
Category average: 8.4
Customer surveys
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
Category average: 8.1
Customer interaction analytics
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Category average: 8.6
Who Buys & Uses Cisco Unified Contact Center
#2 most frequent
Canada
6.4%64 installations of 1,004
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
2.7%27 installations of 1,004
Cisco Unified Contact Center
Use Cases and Deployment Scope
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
Return on Investment
- License
- Scale
- Operational
Usability
Cisco Unified Contact Center For your sales team
Use Cases and Deployment Scope
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.
Pros
- Income calls handling
- Reports and dashboards
- Team handling
- Call flow and scripts for incoming calls
- Integration with other collaboration solutions
Cons
- 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?
Return on Investment
- 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.
Alternatives Considered
Cisco Unified Communications Manager (Call Manager), Nuance Dragon Speech Recognition and Imagicle Call Recording
Other Software Used
Webex App, Webex Calling, Webex Meetings
Cisco Unified Contact Center, Great solution for your call centers
Use Cases and Deployment Scope
Cisco Contact Center is currently utilized by our Help Desk and Health department. Prior to Cisco Contact Center, calls came in via local PBX.
Having users to be on hold or simply ring until someone answers. With the help of Cisco Contact Center, now we have the ability to route calls to specific technicians with that assist in a timely manner.
Having users to be on hold or simply ring until someone answers. With the help of Cisco Contact Center, now we have the ability to route calls to specific technicians with that assist in a timely manner.
Pros
- Call Routing to agents
- The ability to add scripts
- Quick help while on hold
Cons
- Ease of scripting
- Web GUI that works with every web browser and version
- Cleaner integration with Cisco CUCM and Webex
Return on Investment
- A smoother route to helping end users with critical needs
- With quick assist while on hold, less calls come into the pool while agents have the ability to assist more critical needs
- The ability to work remotely during an extreme event assisting end users
Alternatives Considered
Webex Calling and Webex Contact Center
Other Software Used
Webex Contact Center, Webex Calling, Cisco Webex Experience Management
Cisco Review
Use Cases and Deployment Scope
I use the product to develop IVRs and integrate customer data using Salesforce.
Pros
- Using call Studio. You can use APIs to retrieve data from external systems, update systems, validate users, perform speech recognition, and it's all industry-leading technology.
Cons
- Licensing. A lot of times the licensing is complex and to get certain things provisioned takes a little bit longer than it probably could.
Return on Investment
- N/A
Alternatives Considered
Webex Contact Center and Amazon Connect
Amaizing features
Use Cases and Deployment Scope
We use this solution for call center usage,We have problems with power outage at the building and decided to adapted to the unified contact center.
Pros
- Provides flexibility
- Easy to use
- New generation technology
Cons
- provide a selection of deferent ring tones for contact center
Return on Investment
- i am currently not in the financial department
Alternatives Considered
Cisco Webex Board Series
Other Software Used
Cisco Webex Board Series, 8x8 Contact Center, Blackboard Collaborate
