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 co...

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1 Reviews of Cisco Unified Intelligent Contact Management Enterprise

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January 2021


Verified Reviewer

Company Size: 501-1,000 employees

Time Used: Less than 2 years

Review Source: Capterra





January 2021

Does the job for a basic contact centre, however lacks other functions for it be useful

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


It was basic to use at the time, fulfilled our business needs for a contact centre that required inbound and outbound calling with call recording. The real time adherence (CISCO Supervisor) was easy to use, this was implemented to CISCO UI which was good


-We had to use a separate software for call recording. This proved tricky as we had to match the call from this software's reporting with another to find the correct call metrics and recording -Implementing new IVR changes required an email to our vendor of which they made changes and took minimum of 2 days, this was quite challenging as we were a new business at the time and multiple decisions/changes were implemented -Dashboards we had another software which had data sent to. This resulted in a 5 second delay between our dashboard and what was actually happening. Probably not the best thing to happen in a contact centre where ideally we want everything live, especially when we have calls queueing and we dont know if they were picked up or not until 5 seconds later