Cisco Unified Intelligent Contact Management Enterprise 2026: Benefits, Features & Pricing
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- Overview
- Pricing and Plans
- Features
- User Reviews
Overview
Pricing
Pricing available upon request
About Cisco Unified Intelligent Contact Management Enterprise
Cisco Unified Intelligent Contact Management Enterprise (Cisco Unified ICM) is a cloud-based contact management solution designed for midsize and large companies. It assists users in contact routing, network-to-desktop telephony integration and multi-channel contact management from within a unified solution.
Cisco Unified ICM's contact routing feature allows calls to be cued and then routed to the appropriate resources to effectively handle customer inquiries. Multi-channel contact management allows customer service representatives to handle inquiries from various sources, such as telephone, email, real-time chat and social media using a single solution.
Additionally, Cisco Unified ICM allows companies to integrate the contact center solution with third-party customer relationship management (CRM) systems. It performs a lookup in a customer database and makes routing decisions, where information from third-party CRM can help expand the data available to the agent, allowing that agent to help and guide the customers.
With Cisco Unified ICM's reports and a custom dashboard to monitor contacts and activities, organizations can make informed decisions regarding contact h...
andling procedures. Support is available via phone and email.Cisco Unified Intelligent Contact Management Enterprise Screenshots
Cisco Unified Intelligent Contact Management Enterprise Pricing and Plans
Basic
Pricing available upon request
No plan information available
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Cisco Unified Intelligent Contact Management Enterprise Features
- Popular features found in Contact CenterAgent InterfaceChatbotComputer Telephony IntegrationQueue Management
- More features of Cisco Unified Intelligent Contact Management EnterpriseContact ManagementCRMIVR
Cisco Unified Intelligent Contact Management Enterprise User Reviews
Overall Rating
4.0
Ratings Breakdown
5
50%
4
0%
3
50%
2
0%
1
0%
Secondary Ratings
Ease of Use
4.5
Value for money
5.0
Customer support
5.0
Functionality
3.0
Have you used Cisco Unified Intelligent Contact Management Enterprise and would like to share your experience with others?
Telecommunications
501-1000 employees
Used daily for less than 2 years
Review sourceReviewed January 2021
Does the job for a basic contact centre, however lacks other functions for it be useful
3
Did the job for our initial stage of the company. As I wasnt part of the implementation or purchase of this product, there could of been more options or addons that my company didnt want to spend on. Through the years there could of been functions that were introduced that we werent aware of. If this software is much cheaper in price compared to other high end software for contact centres, then this is a great start for those that require basic functions in a contact centre. Or maybe for contact centres that dont have strict targets
Ratings Breakdown
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Ethan B.
Verified reviewer
Automotive
2-10 employees
Used weekly for less than 2 years
Review sourceReviewed August 2025
Cisco unified intelligent contact enterprise products review
5
Good afternoon if you only use Cisco unified intelligent contact enterprise products for your business
Ratings Breakdown
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