Cisco Unified Contact Center Express

RATING:

4.4

(5)
Overview

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 (interactiv...

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Workforce management

Cisco Unified Contact Center Express Reviews

Overall Rating

4.4

Ratings Breakdown

Secondary Ratings

Ease-of-use

4

Customer Support

4

Value for money

3.5

Functionality

4.5

Most Helpful Reviews for Cisco Unified Contact Center Express

5 Reviews

Jacqueline

201-500 employees

Used daily for less than 6 months

OVERALL RATING:

5

EASE OF USE

5

FUNCTIONALITY

5

Reviewed June 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.

Anonymous

501-1,000 employees

Used daily for less than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

2

VALUE FOR MONEY

3

CUSTOMER SUPPORT

4

FUNCTIONALITY

5

Reviewed May 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.

Aimee

Computer Software, 51-200 employees

Used less than 2 years

Review Source
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

4

EASE OF USE

4

FUNCTIONALITY

3

Reviewed March 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

Computer Software, 501-1,000 employees

Used weekly for more than 2 years

Review Source
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed April 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

Computer Software, 1,001-5,000 employees

Used daily for less than 6 months

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

3

CUSTOMER SUPPORT

3

FUNCTIONALITY

4

Reviewed November 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.

5 Reviews