Webex Contact Center
Cisco Systems, Inc.Reviews from AWS customer
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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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