Cisco Unified Contact Center

Cisco Unified Contact Center

132 Reviews and Ratings

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Cisco Unified Contact Center	Score8.5 out of 10	N/A	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.	N/A

Pricing

Cisco Unified Contact Center

No answers on this topic

Pricing Offerings
Cisco Unified Contact Center
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No

No setup fee

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Community Pulse
Key User Insights
	Cisco Unified Contact Center
Considered Both Products	Cisco Verified User Chose Cisco Unified Contact Center 1) Cisco Unified Contact Center delivered a more reliable and dependable experience when compared to its competitors 2) The Cisco brand has a much better appreciation in the market compared to its competitors 3) The features on the Cisco platform were a better match to the … Incentivized Helpful? Gerardo Huerta Robles Ingeniero Consultor in Engineering at Vinet (Telecommunications, 11-50 employees) Chose Cisco Unified Contact Center Cisco Unified Contact Center can integrate with all these solutions in a near-native way, with the use of a nuance speech recognition. We expand our services to autocall attendees for services that can be automated, so a user doesn't need to connect with an agent to receive the … Incentivized Helpful? Verified User Chose Cisco Unified Contact Center You can't compare these two, one is the phone system and the other is for call centers. Incentivized Helpful? Rob Harris Technical Consultatnt in Professional Services at Bucher & Suter (Telecommunications, 501-1000 employees) Chose Cisco Unified Contact Center Cisco Unified Contact Center is, it's a much more robust solution and much more stable, particularly if you're looking at large industry-standard companies. Incentivized Helpful? Pfano Munyai IT technician in Information Technology at MDZ (Computer & Network Security, 1-10 employees) Chose Cisco Unified Contact Center Easy to use Good quality dashboard Enables collaboration Incentivized Helpful? Nigel Sankar Unified Communications Network Engineer in Information Technology at Seminole Tribe of Florida (Government Administration, 1001-5000 employees) Chose Cisco Unified Contact Center They both work independently great. Working with Webex Contact Center and Cisco Contact Center both holds up in the end. What I like about Cisco Contact Center, you have the ability to host locally whereas Webex Contact Center is cloud based. Both are good products I would … Incentivized Helpful? Verified User Chose Cisco Unified Contact Center A cloud-based contact centre requires more technical support as the system is still under development. Technical complex factors are more, the things don't come as a package like the Cisco Unified Contact Center does. Incentivized Helpful? Mostafa Awad Senior Genesys System Engineer in Information Technology at IST Networks (Information Technology & Services, 201-500 employees) Chose Cisco Unified Contact Center For customers that don't prefer the cloud solutions because they're afraid of data leak and instead prefer the on-premise solution to maintain their customers' sensitive data on their contact centers, i.e. banking sector, UCCE would win. This doesn't mean the cloud CCaaS won't … Incentivized Helpful? Brandon Marmol Information Technology Manager in Information Technology at Grupo Prometeo (Consumer Electronics, 5001-10,000 employees) Chose Cisco Unified Contact Center Cisco Unified Contact Center has no comparison with any other software or app out there, For me, it is the most viable option if you want your organization to lead since you literally have everything you need to be able to develop your company and stand out from the others … Incentivized Helpful? Emma Boden Information Technology Auditor in Corporate at Grupo Prometeo (Telecommunications, 1001-5000 employees) Chose Cisco Unified Contact Center Cisco Unified Contact Center has proven to be very valuable despite its price, it can help in all areas of a company, like all software, it is not perfect, but it has great support, the support agents also give you solutions for certain problems and bugs that you may come … Incentivized Helpful? Juan Gomez Information Technology Audit Manager in Engineering at Kmart (Information Technology & Services, 10,001+ employees) Chose Cisco Unified Contact Center If you want your business to improve and grow, don't hesitate to buy this software, I'm pretty sure it will help your small and medium business to grow and be better, your co-workers and you'll be happy too, It's a beautiful software, not everything is perfect, it has some … Incentivized Helpful? Julian Perez Engineering Technician in Information Technology at Grupo Prometeo (Information Technology & Services, 1-10 employees) Chose Cisco Unified Contact Center Cisco Integrated Communication Center it's a great match for Microsoft Power BI which provides excellent integration to create high quality and specific reports, a great feature when your organization already has its own way of analyzing performance and areas for improvement. I … Incentivized Helpful? Vojislav Kosijer Senior Customer Service Representative in Customer Service at 5CA (Outsourcing/Offshoring, 1001-5000 employees) Chose Cisco Unified Contact Center Both with similar purposes and features, but Cisco provides a better measurement for KPI's and target goals which are important to the client, while also helping us keep track of our employee's performance and how is that impacting our customer's satisfaction with the level of … Incentivized Helpful? Verified User Chose Cisco Unified Contact Center As we are a Cisco partner/reseller, we didn't really look for other vendor solution. But if you look for a robust and reliable solution, Cisco is the vendor to go with. Incentivized Helpful? Alyson Sherlock Customer Operations Manager in Customer Service at Berxi- Berkshire Hathaway Specialty Insurance (Insurance, 1-10 employees) Chose Cisco Unified Contact Center 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 … Incentivized Helpful? Duncan Hernandez Sr. Data Analytics Consultant in Product Management at Armanino LLP (Accounting, 1001-5000 employees) Chose Cisco Unified Contact Center Both Avaya and Cisco Unified Contact Center are great solutions in their own right. It is a matter of preference at a certain point. Both interfaces are solid and the agents have good visibility on their call progress. I'd say Avaya's live chat is a little more fleshed out, but … Incentivized Helpful? Verified User Chose Cisco Unified Contact Center After our experiences with Cisco Unified Contact Center, we decided that a cloud solution would provide 24/7 uptime--and, it did. We actually picked Genesys Cloud over Cisco Unified Contact Center and have not had any regrets. Not only do we not have to deal with the telephone … Incentivized Helpful? MAYRA CORTES executive in Customer Service at peya (Consumer Services, 201-500 employees) Chose Cisco Unified Contact Center Freshchat is more basic since it only uses stars to be able to rate the attention, instead Cisco Unified Contact Center is more complete and this software was chosen since it gives us a more detailed report and in the areas in which we can improve. And it is much cheaper, which … Incentivized Helpful? Verified User Chose Cisco Unified Contact Center I have not used other vendors solution but I am quite familiar with the Webex Contact center cloud offering. I would say they both offer the basics but the Cloud offering is clearly the future. It is still improving and has some hiccups but will be a contender for the long run. … Incentivized Helpful? Bhawnish ㅤkumar Implementation Engineer in Information Technology at BT in India (Information Technology & Services, 10,001+ employees) Chose Cisco Unified Contact Center Cisco Contact center has a very good Cisco TAC support which excel in troubleshooting for Cisco products. It is easy to integrate with Cisco Call Manager which manages the phones and also with other third-party apps which are used for Workflow management and call recording. … Incentivized Helpful? Verified User Chose Cisco Unified Contact Center Have used Cisco Unified Contact Center for many years. Does a great job for the small to medium contact center. Incentivized Helpful? Verified User Chose Cisco Unified Contact Center Since [Cisco Unified Contact Center] UCC has been around forever, there has been little to no effort to enhance UCCE/X as core platforms. Chances are good they will be sunset sooner than later. CVP has potential as an on prem solution. The future is Webex Contact Center as long … Incentivized Helpful? Verified User Chose Cisco Unified Contact Center The closest comparison would be the Genesys Engage platform in terms of it being a non-SaaS CC environment and aimed at the higher end environment in terms of scale and complexity. Genesys [is] better if you want an all-in-one solution with accountability sitting in one area, … Incentivized Helpful? Verified User Chose Cisco Unified Contact Center Cisco is right in line with these solutions from a call agent management solution. While it may require more effort to build reports (or even exporting them to manipulate the data to look the way I need), Cisco offers access to all of the data I need. Incentivized Helpful? Verified User Chose Cisco Unified Contact Center Some of the solutions evaluated provided options which were not compatible with the existing infrastructure, while Cisco Contact Center Solution provided option for using existing hardware and network setup. Incentivized Helpful?
	Would buy again
	No answers on this topic
	Delivers good value for the price
	No answers on this topic
	Happy with the feature set
	No answers on this topic
	Lived up to sales and marketing promises
	No answers on this topic
	Implementation went as expected
No answers on this topic

Features

Cisco Unified Contact Center

Comparison of Contact Center Software features of Cisco Unified Contact Center
Feature	Cisco Unified Contact Center 8.9 40 Ratings
Agent dashboard	8.640 Ratings
Validate callers	8.636 Ratings
Outbound response	8.936 Ratings
Call forwarding	9.037 Ratings
Click-to-call (CTC)	9.730 Ratings
Warm transfer	9.235 Ratings
Predictive dialing	8.627 Ratings
Interactive voice response	9.034 Ratings
REST APIs	8.430 Ratings
Call scripts	9.335 Ratings
Call tracking	8.838 Ratings
Multichannel integration	8.530 Ratings
CRM software integration	9.030 Ratings

Comparison of Workforce Optimization (WFO) features of Cisco Unified Contact Center
Feature	Cisco Unified Contact Center 8.6 41 Ratings
Inbound call routing	8.738 Ratings
Omnichannel inbound routing	9.030 Ratings
Recording	8.734 Ratings
Quality management	9.635 Ratings
Call analytics	9.536 Ratings
Historical reporting	8.839 Ratings
Live reporting	8.839 Ratings
Customer surveys	7.027 Ratings
Customer interaction analytics	6.929 Ratings

User Ratings
	Cisco Unified Contact Center
Likelihood to Recommend	9.3 (49 ratings)
Likelihood to Renew	9.1 (5 ratings)
Usability	8.3 (7 ratings)
Support Rating	7.3 (16 ratings)
Contract Terms and Pricing Model	8.0 (2 ratings)
Professional Services	8.0 (1 ratings)