Overview
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.
Cisco Unified Contact Center For your sales team
Cisco Unified Contact Center - Still an Industry Favorite
Cisco Review
Amaizing features
Cisco Unified Contact Center, Great solution for your call centers
Best Contact Center Support System
A Solid solution for years to come
A Robust and Powerful Stable Contact Center Solution
Very good software for CC attendance
Cisco is awesome, despite some usability issues, it's great for contact centers,
Single point solution for customer needs
Best customer experience
Cisco Unified Contact Center (Enterprise) Review
This is how Cisco Unified Contact Center stands out of the crowd
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Live reporting (39)9.797%
- Agent dashboard (40)9.797%
- Historical reporting (39)9.797%
- Call tracking (38)9.696%
Reviewer Pros & Cons
Video Reviews
1 video
Pricing
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.
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Features
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
- 9.7Agent dashboard(40) Ratings
Enables agents to track and view their individual and team performance.
- 9.6Validate callers(36) Ratings
Authenticates inbound callers with a customer ID.
- 9.6Outbound response(36) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 9.7Call forwarding(37) Ratings
Forwarding of calls to the appropriate agents.
- 9.8Click-to-call (CTC)(30) Ratings
Allows one-click calling for agents.
- 9.8Warm transfer(35) Ratings
Allows current agent to speak with new agent before call is transferred.
- 9.8Predictive dialing(27) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 9.8Interactive voice response(34) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 9.7REST APIs(30) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 9.7Call scripts(35) Ratings
Providing agents with a predefined conversation script.
- 9.6Call tracking(38) Ratings
Enables agents and managers to see the origin of the call.
- 9.7Multichannel integration(30) Ratings
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
- 9.6CRM software integration(30) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 9.8Inbound call routing(38) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 9.7Omnichannel inbound routing(30) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 8.7Recording(34) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 9.8Quality management(35) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 9.8Call analytics(36) Ratings
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..
- 9.7Historical reporting(39) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 9.7Live reporting(39) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 8.6Customer surveys(27) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 8.6Customer interaction analytics(29) Ratings
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.
Product Details
- About
- Tech Details
- FAQs
What is Cisco Unified Contact Center?
Cisco Unified Contact Center Technical Details
Operating Systems | Unspecified |
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Mobile Application | No |
Frequently Asked Questions
Comparisons
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Reviews and Ratings
(131)Attribute Ratings
Reviews
(1-25 of 49)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.
- Highly Dependable
- Database Integrations
- Easy to use
- Proven Technology
- Highly scalable
- Upgrading the platform needs be over multiple sessions
- Limited amount of variables
- Look and feel across the components is inconsistent
1) Any customers where privacy is a high concern
2) Medium to Large to Extra Large scale deployments
3) Who already have an existing contact centre
4) Who have Cisco equipment in other parts of their business (such a CUCM's or CUBE)
Not well suited
1) Small to medium sized deployments
2) Deployments requiring large amounts of complex integrations
3) Deployments which do not have large amounts of available capital
4) Deployments which need to be up and running in a few days.
Cisco Unified Contact Center For your sales team
- Income calls handling
- Reports and dashboards
- Team handling
- Call flow and scripts for incoming calls
- Integration with other collaboration solutions
- 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?
Cisco Unified Contact Center - Still an Industry Favorite
- Provide callers with menu options that lead to specific users/departments.
- Provide call center capabilities to the general public.
- Allows call center agents to take calls.
- Upgrades can be problematic, Cisco should do more testing before releasing updates and new versions of software.
- Implementing high availability can have issues, more testing required here too.
- Documentation around administration could also be improved.
Cisco Review
- 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.
- Licensing. A lot of times the licensing is complex and to get certain things provisioned takes a little bit longer than it probably could.
Amaizing features
- Provides flexibility
- Easy to use
- New generation technology
- provide a selection of deferent ring tones for contact center
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.
- Call Routing to agents
- The ability to add scripts
- Quick help while on hold
- Ease of scripting
- Web GUI that works with every web browser and version
- Cleaner integration with Cisco CUCM and Webex
Best Contact Center Support System
- 15+ languages supported
- Easy to export any report
- Remotely accessible
- User interface is a bit tricky to use
- Changing configuration also requires someone with technical knowledge about the platform
- Licensing is also an inconvenience
A Solid solution for years to come
- IVR solution
- Reporting
- Database integration
- Licensing
- Features
- Interactive reporting
A Robust and Powerful Stable Contact Center Solution
- Call flow customisation using scripting
- Database integration
- CRM integrations
- Licensing is not fully unified
- Call scripting interface should be more friendly
- Call scripting not supported by RAC
Very good software for CC attendance
- Integrations with CRMs.
- Pause and resume calls.
- Customization of reports.
- Sometimes it becomes a little complex to work with the tool, sometimes due to slowness or failures during login.
- The support leaves a lot to be desired, sometimes it responds quickly and sometimes it takes a long time to get the necessary service.
- Able to pause and resume the call to check system information.
- Call transfer
- The possibility of monitoring contacts.
- Sometimes due to system failures, we end up being forced to restart the page and re-login.
- Sometimes it ends up being a little slow.
- It takes a long time to complete 100% of the implementation.
Single point solution for customer needs
- It’s an easy to deploy & easy to use solution.
- It smoothly [integrates] inbound and outbound voice applications with Internet applications such as real-time chat & E-mail.
- Better management of incoming calls with conditional routing.
- The licensing mechanism for enabling each feature is really complex.
- Administration is a nightmare.
- The application is bit heavier than its counterparts.
- The solution is bit expensive.
Best customer experience
- Reporting related to call details , agent details, billing, etc.
- Routing as per the user requirements as part of redundancy.
- Best customer experience through the technical assistance.
- GUI of CUIC can be improvised.
- API development could be more effective for avoiding the slow loading of some features in CUIC.
- The user helping manual must be included in the call manager to handle some configuration that requires long-term memory power of the brain.
Cisco Unified Contact Center (Enterprise) Review
- Advanced features for call routing development.
- Omnichannel.
- Contact center monitoring dashboards.
- Customization capabilities.
- Hard times with implementation, due to some complexities in the solution suite.
- Deliver a proactive and personalized customer experience
- Support for 25+ languages
- You can create a wide variety of customized dashboards
- It's difficult to implement and it takes a lot of time
- Some features suddenly stop working and we have to reload the page it or restart it
- Some bugs that can take a long time to fix
It is an excellent option in all scenarios since it is well suited to work with any type of call center from 10 people to 10,000 the benefit is always the same.
- Provide multichannel for contacts to have a better customer service.
- It has a great IVR tool feature that helps us retaining our customers.
- It provides solutions for small, medium and large companies, so everyone can try it
- Needs some time to get it installed and fully implemented.
- Sometimes it bugs a little bit with some features.
- Is not that easy to integrate with APIs and other tools.
Cisco Unified Contact Center Review
- Great interface
- Easy to use
- Easy to learn
- Great adapatation
- Task scheduling
- Performance tracking
- Good management and easy-to-use
- Customer Satisfaction improved a lot
- Contacts are easy to handle
- It's really glitchy sometimes
- It lacks on support when it fails
- It's losing potential if lack of support and glitches are not solved
Sometimes I just get disappointed with the glitches, but it's not the glitch itself (like you cannot press the Dial button, or you cannot jump from one page to another) is the unresponsive service desk they have.
Good enough
- View my daily statistics
- Manage available status
- Pause and resume call recordings as needed
- Call handling and analysis
- Track trends
- Agent statistics
- Allows us to measure performance of employees
- Allows us to gather service satisfaction rating from customers
- Multi-channeled feature that allows smooth communication within the company
- Multi-channeled features allow easy communication with the client
- It would be nice if it could support more agents to be connected at the same time
CUCC works well
- Comprehensive
- User Friendly
- Extensible
- Documentation
- Training
- reduce segmentation
The on prem custom solution
- Easy to use agent cockpit (Finesse) available from web browser.
- Lots of integrations available (Calabrio, Verint, CRMs, etc...)
- High level of personalization (need some scripting skills/resources)
- May need scripting skills (vs new Webex Contact Center which is easier to configure)
- Rely on third party solution (Calabrio) for call recording
Needs improved Solutions for a CC
- Allows us to pause and resume the recording as needed for PCI purposes
- Adjust agent ready status as both the agent and a supervisor
- View my history for today
- Call handling and analysis
- Agent handling and analysis
- Tracking and understanding historical and present trends
Good call routing!
- Self-service
- Data collection and analysis
- Routing system
- Other tools for integration
- Licensing model is old
- Some call options are limited
- Ability to expand
- Control and ownership of solution
- Ability to customize
- Use of special proprietary software in order to edit the call flows
- More complicated and dense than it needs to be
- Solution is not made for remote work