Cisco Unified Contact Center Enterprise Reviews & Product Details

I like that we are able to filter calls to the appropriate departments without having to stop patient care in the meantime. We are able to address the messages when able. Review collected by and hosted on G2.com.

Once in a while the call will get filtered to the wrong department which is understandable, it is just hard when sometimes we have to take time to figure out the appropriate person to send the message to. Review collected by and hosted on G2.com.

I enjoy being able to quickly pull call and agent statistics for both historical and real-time data. I like that I can build dashboards using different reports. This allows me to monitor my teams efforts and statuses in real time. I like that I can modify the reports by time, group, agent, etc. I like the way I can export the reports to an excel or CSV file; this allows me to manipulate and transfer the data into a format that is more easily understood. I like the variety of reporting available to me. I like that it's only available to supervisors and agent's cannot view information and statistics relative to their peers. I like that we each have our own login and can customize our reporting and dashboards. Review collected by and hosted on G2.com.

The inability to easily put things together and analyze the data. I have to pull, review, and combine multiple reports in order to understand and use the data effectively. I dislike not being able to understand and ancticipate our future projected volume easily. I can't estimate future staffing needs and current staffing demands. I'm unable to evaluate our current and future capacities. I wish that "daily" was an option as an interval length because I would appreciate being able to pull one report for the month that breaks the figures down for each day. Instead, I only have the option to pull the entire report range or by 30-minutes or 60-minute intervals. Adding daily as an interval option would be a great addition to the reporting and make it easier for me. I instead have to adjust the date range to account for a one-day period and then track in another report before the data is helpful. I dislike that my customized dashboards and saved reports are also available to other users. I'd prefer they remained only available for my viewing or for those I share them with.. Review collected by and hosted on G2.com.

Cisco Unified Contact Center Enterprise is a flexible contact center solution. It is a lot customizable and provides a large no of features which help to deliver efficient customer service, enhanced next-gen experience, and uninterrupted operations. Review collected by and hosted on G2.com.

Cisco Unified Contact Center Enterprise comes with a lot of licensing baggage. There are a considerable number of features that it supports. But for every feature, there is a complex licensing mechanism that takes some time to get familiar with the licensing schema. Review collected by and hosted on G2.com.

Its Active-Active sight base architect and stable with almost zero downtime contact center solution Review collected by and hosted on G2.com.

When back in 2017, when we implement the UCCE 11.5 solution, Mediasense was our worst nightmare due to pruning the recorded calls without checking either it was archived or not. Mediasense we dislike the most, but after implementing the ZOOM recording solution, our issue got fixed. Review collected by and hosted on G2.com.

UCCE provides endless configuration support for whatever your org call center needs be.

Finesse is a simple user interface and with options like remote agent your user can be anywhere. Review collected by and hosted on G2.com.

Administration is a nightmare. Even with Packaged version of the product, there is still a large server/compute footprint.

Maintaining Windows server, SQL, CVP, VVB, etc... gets to be a taxing task for the voice team.

I believe there are better products out there including a solution from Cisco (WebEx Contact Center). With the migration to working from home, cloud call centers are going to become more prevalent. Tool is also very dependent on other 3rd party integrations like Calabrio for work force management/call recording. The WebEx cloud solution packages many more tools to complete the product portfolio. Licensing is another issue. The product requires a support contract and every aspect is licenses individually making it very difficult to forecast total costs as well as forecasting growth. Review collected by and hosted on G2.com.

I like the performance and Cisco support is the best Review collected by and hosted on G2.com.

The least helpful about Cisco UC is the other non Cisco components Review collected by and hosted on G2.com.

Functionality available as per tye customer care requirements Review collected by and hosted on G2.com.

Expensive solution to implement. Not simple to implement Review collected by and hosted on G2.com.

Is very easy to use, it give us a tool called Cisco Jabber and its awesome. Review collected by and hosted on G2.com.

There are no extensions, your DID is identified with your direct line. Review collected by and hosted on G2.com.

Industry standard; scalable, ability to automate Review collected by and hosted on G2.com.

cost of training, small errors can lead to large issues Review collected by and hosted on G2.com.