Webex Contact Center
Cisco Systems, Inc.Reviews from AWS customer
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Contact Center is an integral part of our environment for sales and support
What do you like best about the product?
The product works as advertised and is a critical tool for our sales and support team.
What do you dislike about the product?
The admin interface is clunky but functional.
What problems is the product solving and how is that benefiting you?
Phone tree system that provides analytics.
Integrated System
What do you like best about the product?
This is an easy to use integrated voice over internet phone (voip) system. Ability to set out of office and phone forwarding through the internet is nice and very convenient.
What do you dislike about the product?
Menus are pretty buried and requires some digging to get to the options that are desired (even though it is customizable). A few times I had to reset these options up which took some time to reconfigure.
What problems is the product solving and how is that benefiting you?
This is a telecommunication/phone solution that allows for remote access with forwarding and out of office options allowing for more freedom and confidence that you can still be alerted even when away from the phone/desk.
Easy to use, meets needs
What do you like best about the product?
Interface is easy to use and meets needs of managing phone system and contact integration.
What do you dislike about the product?
Login process can be clunky and can be difficult remotely if not setup correctly.
What problems is the product solving and how is that benefiting you?
Enterprise contact and telephone management.
Good phone system that links to PC software to streamline workflow
What do you like best about the product?
Efficiencies of linking to PC
Customizable interface
Ease of use
Customizable interface
Ease of use
What do you dislike about the product?
Occasionally errors out calls or failed to click to call
What problems is the product solving and how is that benefiting you?
Streamlining sales workflow
Smooth implementation & very easy to use
What do you like best about the product?
I found that this system was surprisingly easy to implement and the implementation was actually completed on time and as expected. The reporting/analytics is also very good.
What do you dislike about the product?
We haven't had any issues with the system thus far, but I found the pricing options to be a little confusing at first.
What problems is the product solving and how is that benefiting you?
We are able to streamline our call flows and processes by looking at a lot of different types of data.
Recommendations to others considering the product:
I would do a lot of training and really make sure that you have your system configured the way you want it to. Unless you have someone on your staff who is trained and able to make configuration changes, you will need help doing so later.
I'm an account manager in a call center that uses Cisco Finesse to manage our phones systems.
What do you like best about the product?
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 about the product?
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.
What problems is the product solving and how is that benefiting you?
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.
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.
Cusco Unified Contact Center Express
What do you like best about the product?
Product integrates easily into Cisco UCM. Scales well from 1 to 400 users with one server or two servers for HA capabilities. Scripting editor is fairly simple to use.
What do you dislike about the product?
Latest version requires either a separate Cisco product (Mediasense), or a third party product for call recording.
What problems is the product solving and how is that benefiting you?
Contact with our customers is streamlined and with the latest versions being web based there is no cumbersome software to load on workstations and update.
Cisco Contact Center is evolving into a true Omni-channel contact solution
What do you like best about the product?
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
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 about the product?
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
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
What problems is the product solving and how is that benefiting you?
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.
This option allows us to scale to the customers needs.
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.
UCCX integrates nices into CUCM suite
What do you like best about the product?
Architecture of the product fits well with our existing CUCM deployment and consistent
What do you dislike about the product?
The scripting language requires specialized skills.
What problems is the product solving and how is that benefiting you?
Internal customer support for payroll, HR, benefits and IT support.
Reliable distribution of calls, with basic reporting
What do you like best about the product?
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 about the product?
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.
What problems is the product solving and how is that benefiting you?
Time based call distribution between call centers. Call distribution among groups of operators. Call metric reporting, globally and per operator.
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.
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