Today Alvaria has two proven and feature rich platforms that many of our customers rely on every day for inbound...
Cisco Unified Contact Center Express
4.4
Overall rating
Reviews
Software Advice offers objective, independent research and verified user reviews. We may earn a referral fee when you visit a vendor through our links.
Learn more
About Cisco Unified Contact Center Express
Cisco Unified Contact Center Express software is designed for midsize and large companies. This software provides a combination of multichannel contact management, intelligent routing and network-to-desktop CTI (Computer Telephony Integration) capabilities for call center management.
Cisco Unified Contact Center Express enables users to integrate inbound and outbound voice applications with Internet applications, such as real-time chat, Web collaboration and email. This allows a single agent to support multiple interactions at once, irrespective of the communication channel chosen by customers.
This software also provides virtualized contact center routing and computer telephony integration with third party ACD (automatic call distribution) and IVR (interactive voice response) systems. Users can segment customers and monitor resource activity and availability.
Other features of the Cisco Unified Contact Center Express solution include carrier-class distributed fault tolerance and mission-critical contact center reporting. The solution also supports video interactions and helps in increasing caller satisfaction by improving the agent’s performance.
Cisco Unified Contact Center Express pricing
Cisco Unified Contact Center Express does not have a free version.
Starting Price:
Not provided by vendor
Free Version:
No
Free trial:
No
Alternatives to Cisco Unified Contact Center Express
Genesys Cloud CX™ cloud contact center software transforms your customer experience. It connects data across teams,...
Five9 is an all-in-one cloud contact center solution for inbound, outbound, blended and omnichannel contact centers...
Service Cloud from Salesforce is a cloud-based customer service management solution that is designed to initiate...
RingCentral's leading cloud contact center offers skill-based routing, agent management, real-time insights, and more...
Call Center Studio is a next-gen cloud-born contact center solution that helps businesses build the best experiences...
Cisco Unified Contact Center Express Reviews
Feature rating
5 reviews of 5
Verified Reviewer
- Industry: Computer Software
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
-
Review Source
4
Reviewed on 25/05/2023
Feature-Rich
Pros
This product seamlessly integrates with other Cisco products and solutions, such as Cisco Unified Communications Manager (CUCM), Cisco IP phones, and Cisco collaboration tools.
Cons
Implementing and managing this product can be complex, especially for organizations without prior experience with Cisco contact center solutions.
Jacqueline
- Company size: 201–500 Employees
- Used Daily for 1-5 months
-
Review Source
5
Reviewed on 15/06/2017
Better than most and ahead of the curve!
I left the company using this service six months ago. I miss it already.
Pros
Cisco is a company that I have known for many years throughout many fields of work. I always know that when I see a Cisco product in my office, I am with the right company. Cisco Call Center has never disappointed myself or my colleagues. I was part of the administrative team reviewing phone records and I have never had an easier time utilizing a web-based client portal. The interface was streamlined and modern. There are a variety of options when generating reports that can fit any administrative agenda.
Cons
There are no negatives that come to mind while reviewing Cisco Call Center. I have never had a problem using them at any company that I have worked with. I cannot foresee having any issues with them in the future.
Aimee
- Industry: Computer Software
- Company size: 51–200 Employees
- Used for 1+ year
-
Review Source
4
Reviewed on 13/03/2018
Easy enough
Sometimes the calls come through, sounding like the person on the other line is in train tracks but I don't know that this is the fault of Cisco
Pros
The ability to make conference calls with multiple customers has never been easier with any other system!
Shantanu
- Industry: Computer Software
- Company size: 501–1,000 Employees
- Used Weekly for 2+ years
-
Review Source
5
Reviewed on 17/04/2018
Video collaboration solutions
Pros
All participants can use the chat feature. At the time of the meeting, the host has the option to share desktop, a file or video. Virtual whiteboard feature for sketches and notes is also available.
Cons
Annoying that you have to install it on your PC, I would like to use a pure web application, well, or the maximum plug-in to the browser.
Megan
- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 1-5 months
-
Review Source
4
Reviewed on 21/11/2016
Helpful Calling Company
Using Cisco every day has really helped me with making quality calls to my clients. I enjoy how easy it is to use.
Pros
Easy to use for anyone.
Cons
There are some lines that don't connect with cisco, making the calls go automatically to a busy line.
