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Cisco Unified Contact Center

Score8.1 out of 10

132 Reviews and Ratings

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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

Key Features

Learn about the best (and worst!) features Cisco Unified Contact Center has to offer, as determined by TrustRadius' reviewers.
Based on 132 ratings of Cisco Unified Contact Center's features
View all features

Top Performing Features

  • Click-to-call (CTC)

    Allows one-click calling for agents.

    Category average: 8.6

  • 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: 8.5

Reviews

What users are saying about Cisco Unified Contact Center.
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Cisco Unified Contact Center

Incentivized
Verified User
Administrator in Information Technology (5001-10,000 employees employees)

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

Solid and dependable contact platform for the large, established contact centre.

Incentivized
Verified User
Engineer in Engineering (10,001+ employees employees)

Use Cases and Deployment Scope

In our organisation we use Cisco Unified Contact Center for customers between 500 and 10000 agents. Typically the customers we service are Fortune 500 companies who insist on the following
1) Rock solid reliability
2) Trusted and proven technologies
3) Highest levels of security
4) Single instance tenant for complete privacy

The customers most suited to Cisco Unified Contact Center are existing and established contact centres. Greenfield contacts centres are best suited on other technologies.

Pros

  • Highly Dependable
  • Database Integrations
  • Easy to use
  • Proven Technology
  • Highly scalable

Cons

  • Upgrading the platform needs be over multiple sessions
  • Limited amount of variables
  • Look and feel across the components is inconsistent

Return on Investment

  • ROI objectives have been positive
  • Customers of this product have ordered other products from us which has greatly increased revenue
  • Cisco is a known and trusted brand and our customers / partners appreciate that we do business with them

Alternatives Considered

Enghouse Interactive Contact Centers and Genesys IVR

Other Software Used

Webex Calling, Webex Meetings, Microsoft Teams

Cisco Unified Contact Center For your sales team

Incentivized
Gerardo Huerta RoblesView profile
Ingeniero Consultor in Engineering at Vinet (11-50 employees employees)

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

Incentivized
Nigel SankarView profile
Unified Communications Network Engineer in Information Technology at Seminole Tribe of Florida (1001-5000 employees employees)

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.

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

Incentivized
Rob Harris
Technical Consultatnt in Professional Services at Bucher & Suter (501-1000 employees employees)

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

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