Cisco Unified Contact Center

(30)
4.1 out of 5 stars

Cisco Unified Contact Center delivers contact routing, call treatement, network-to-desktop CTI, and multichannel contact management over an IP infratstructure that helps your company create distributed contact center infrastructure.

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Cisco Unified Contact Center Reviews

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Cisco Unified review by <span>Deirra J.</span>
Deirra J.
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Cisco UCC

What do you like best?

The highlight of using Cisco UCCX is the high customization with the product.It's easy to grow and scale the product as needed and the integration with CUCM is seamless. The program has auser friendly programming interface. Once you understand the logic it's simple to create scripts to do what you need. Once you create scripts, it is very easy to duplicate them and edit them as needed. The system is also pretty reliable as far as uptime. The system generates great reports to help you keep track on call stats for your agents.

What do you dislike?

My only major dislike is the learning curve in getting the system set up. There are quite a few steps between getting a user from CUCM to UCC. The system also relies on LDAP integration heavily. This can cause issues with users logging into the system. Also, the hybrid mode for CAD and Finesse has a limited support life, so no upgrades until you've full migrated.

Recommendations to others considering the product

I'd recommend investing in a training course on the scripting piece of UCC so you are not paying out money to vendors to make simple changes. Also, UCCX is suitable to most organizations unless you have a global presence.

What business problems are you solving with the product? What benefits have you realized?

For organizations with a lot of agents and departments, UCC provides an easy way to manage your agents. The Call flows are easy to modify and consolidate as needed. The reporting tool has given our call center managers a deeper insight into how agents are performing and areas of improvement. In the recent versions of UCC, the switch to web based application Finesse rids administrators of the need to load software to workstations.

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Cisco Unified review by <span>Steven L.</span>
Steven L.
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I'm an account manager in a call center that uses Cisco Finesse to manage our phones systems.

What do you like best?

I like that I can keep track of phone call stats, including talk time, dials made, etc. I like that the product is easy to use and is customized for our business.

What do you dislike?

At one time we had some connectivity issues but I'm not sure that really had to do with our software as much as other issues within the building. As a user of this software, it does exactly what we need it to do.

Recommendations to others considering the product

I'm not involved with the purchasing of this system for our company but I'd say for whatever it costs, it is reliable, has many features, and has been the standard in our company for many years.

What business problems are you solving with the product? What benefits have you realized?

By keeping track of dials, talk time, and periods of activity, we're able to have better line of sight to how our team performs and achieves.

What Contact Center Infrastructure solution do you use?

Thanks for letting us know!
Cisco Unified review by <span>David G.</span>
David G.
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Reliable distribution of calls, with basic reporting

What do you like best?

The product has been rock solid. We have used it for several years now, and the application itself has performed flawlessly. The managers have been satisfied with the reporting and call metrics too.

What do you dislike?

We have not developed the expertise to modify the scripts used on the contact center internally, so we are dependent on an external vendor any time changes our needed. As a result we have been reluctant to make modifications and have never leveraged the product anywhere near its potential.

Recommendations to others considering the product

If you are a heavy user I would recommend you develop the internal expertise in-house to modify and improve your call flows. The product has been stable and has met our needs. If you currently utilize cisco phones and CUCM in your organization, this is a great option for contact center functionality.

What business problems are you solving with the product? What benefits have you realized?

Time based call distribution between call centers. Call distribution among groups of operators. Call metric reporting, globally and per operator.

Cisco Unified review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
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Solution that suits and fits all Business requirements

What do you like best?

Cisco Contact Center Solution Suite has options for SMB, Enterprises and Hosted options, which provide the required services with flexibility.

What do you dislike?

Not really much to dislike, solution has been working well at all of my implementation sites

Recommendations to others considering the product

Good reporting option in the form of Cisco Unified Intelligence Center, with customization options

Cisco Finesse Agent Desktop with Supervisor feature

Customization Gadgets for Cisco Finesse

If the Communication platform is Cisco UC, then Cisco Contact Center (UCC Express / UCC Enterprise) would be the best suited application with maximum compatibility and support.

What business problems are you solving with the product? What benefits have you realized?

CAD feature on earlier versions were much easier, but with Cisco Finesse, there are more customization possibilities, Light weight, without a separate client installation. Agents can login remotely, with softphone clients like Cisco Jabber,

Cisco Unified review by <span>Jaclyn S.</span>
Jaclyn S.
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Cisco Unified Contact Center keeps business going

What do you like best?

The ease of use if perfect. When working in a fast paced, telephonic environment, this product and the readily-available support team helps keep business rolling.

What do you dislike?

Once in a while, a dropped call can occur but the support staff is always ready to fix it.

Recommendations to others considering the product

Cisco is a great product! A Cisco representative even attended one of our team meetings in person to answer any questions!

What business problems are you solving with the product? What benefits have you realized?

We reach out to members regarding their health insurance benefits and connect them to health coaches and/or nurses telephonically.

Cisco Unified review by Consultant in Information Technology and Services
Consultant in Information Technology and Services
Validated Reviewer
Verified Current User
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Cisco Contact Center is evolving into a true Omni-channel contact solution

What do you like best?

Great support

Excellent IVR and ACD together

Email, Chat and more included in the Agent desktop

Legacy support for thick client (CAD) or thin client (Finesse)

Excellent call flows and reporting

What do you dislike?

Complex configuration with little pre-created scripts

Deployment for Omni-channel can be complex

Mix mode (CAD and Finesse Clients) only supported for short time

Reporting Standard and Premium supported On system and off system (should be integrated)

Complex pricing structures

Licensing must be kept track of

Recommendations to others considering the product

None, ok look at Avaya if you have an existing Avaya and want to stay with a single vendor.

What business problems are you solving with the product? What benefits have you realized?

Contact Center solutions for Small to Enterprise clients (small-medium use CCX and medium-large use CCE)

This option allows us to scale to the customers needs.

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