Webex Contact Center
Cisco Systems, Inc.External reviews
173 reviews
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Cisco Customer Care is pretty good but can be better.
What do you like best about the product?
Most issues can be resolved in a reasonable amount of time. A few things do require for them to escalate internally but then once we get the advanced team working on it, the issue is resolved.
What do you dislike about the product?
Sometimes it takes a while for the initial rep to wrap their head around our particular issues. Since we run an enterprise environment, they may need a day or two to review logs and consult internally.
What problems is the product solving and how is that benefiting you?
Maintaining service levels for our customers and minimizing down time due to hardware/software failures or misconfigurations.
Recommendations to others considering the product:
Make sure that your Cisco SE (Sales Engineer) has a good grasp of your environment and is familiar with the direction your company is looking to head.
Implementation Was Easy, But Feature Set Needs To Expand And Be More Agile
What do you like best about the product?
It is nice that the product was already integrated within the company, so adoption was very easy.
What do you dislike about the product?
From a marketing perspective, we have not been fully impressed with the capabilities that the platform has in regards to its Chat functionality. Chat, being defined as customer facing chat within our product and on our website.
What problems is the product solving and how is that benefiting you?
Interact with customers to handle complaints, process orders, and provide information about an organization’s products and services.
Recommendations to others considering the product:
USe it if you want a cheap solution
Simple but effective
What do you like best about the product?
User interface is easy to use and understand.
What do you dislike about the product?
Icons are old school... Aesthetics could use an update.
What problems is the product solving and how is that benefiting you?
Reliable system for taking cue calls
Solution that suits and fits all Business requirements
What do you like best about the product?
Cisco Contact Center Solution Suite has options for SMB, Enterprises and Hosted options, which provide the required services with flexibility.
What do you dislike about the product?
Not really much to dislike, solution has been working well at all of my implementation sites
What problems is the product solving and how is that benefiting you?
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,
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.
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.
Seamless user experience
What do you like best about the product?
Easily change the status from ready to not ready.
What do you dislike about the product?
I don't think I disliked anything at all.
What problems is the product solving and how is that benefiting you?
Manage productivity.
Cisco easy to use phone systems
What do you like best about the product?
I like how you have the option to record your greetings before taking calls. It really saves employees, like me, time to breathe a little when experiencing a heavy call volume.
What do you dislike about the product?
I have noticed the glitches when trying to use the transfer option. I've noticed when trying to transfer between departments, it is unsuccessful and it hurts productivity
What problems is the product solving and how is that benefiting you?
Ease and reliability for call centers with high call volumes.
Cisco UCC
What do you like best about the product?
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 about the product?
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.
What problems is the product solving and how is that benefiting you?
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.
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.
Ctios cisco contact center
What do you like best about the product?
Ctios is very user friendly!! Use it for our call queue at work every day
What do you dislike about the product?
Sometimes i misclick that I am ready when I am not. The buttons are right next to eachother
What problems is the product solving and how is that benefiting you?
We are able to evenly distribute our calls that come into the call center
Recommendations to others considering the product:
Very user friendly. Different options for call states to make it easy for statistics and reoiers
Great Product
What do you like best about the product?
I like that it is dependable and always available when we need it.
What do you dislike about the product?
I have no dislikes the product is strong and dependable.
What problems is the product solving and how is that benefiting you?
The use of softphones has eliminated the need for telephones that sit on your desk. Cost savings are always a plus.
Recommendations to others considering the product:
I believe it is a leader in the Telecom industry. I have zero complaints about the product.
Using Cisco as part of our phone service in communicating with students
What do you like best about the product?
The clarity and quality of the call run well because the Cisco headsets allow us hands-free communication with the contact center.
What do you dislike about the product?
Sometimes the student may not hear us until they switch from their car mode to headset/hand-held. The calls can be delayed in response time.
What problems is the product solving and how is that benefiting you?
We are able to archive urgent voicemails and playback those messages through Windows media.
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