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4.3 out of 5.0 (8 ratings)

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We have aggregated ratings data on Cisco but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 4 out of 5.0, Reviewed

    Product(s): Unified Contact Center Express (UCCX)

    Easy to implement resulting in a high level of customer satisfaction.

    Overall Comment

    Our last project related to UCCX was an upgrade. We chose a new implementation partner and the upgrade went much smoother than the original implementation. We are very happy with the product.

    What one piece of advice would you give other prospective customers?

    Focus on the training of end customer was key - especially the administrators to executives.

    What do you like most about the product or service?

    Easy to use - will be implementing worldwide.

    What do you dislike most about the product?

    Easy to administer.

    What one thing do you wish the vendor did differently?

    Spent more time completing work on-site.

    If you could start over, what would your organization do differently?

    We would have been much more careful regarding the pricing of our third party to assist in implementation. Made sure it was a gold partner of Cisco's.

    Service & support - overall comment

    Support was excellent. No issues.

    Integration & Deployment - Overall comment

    Deployment tasks were well planned out and we had assistance all along the way.


  • 4 out of 5.0, Reviewed

    Product(s): Unified Contact Center Express (UCCX)

    Implementation of the product was straightforward and easy.

    Overall Comment

    Working with the vendor was very easy once we had all of the products we needed. We had to talk to the implementor a few times before we had the correct product mix.

    What one piece of advice would you give other prospective customers?

    Be sure you are aware of all the features needed by the end user of the system, including reports. We simply duplicated existing reports, as requested, but the existing reports did not meet the end user needs.

    What do you like most about the product or service?

    The product was easy to install and get working. Integration with our existing Cisco VoIP system was very easy. Integration with Oracle CC&B to provide screen-pops was very easy.

    What do you dislike most about the product?

    Reporting is not as straightforward as we would like. Custom reports need more work than other similar products.

    What one thing do you wish the vendor did differently?

    The vendor's project manager should have been more involved in developing reports and working with the Oracle Customer Care and Billing team.

    If you could start over, what would your organization do differently?

    We needed to limit the scope of the project. Installing UCCX was not the problem, we ran into issues when we started to integrate with other products such as Oracle's Customer Care and Billing Application. We also needed more analysis from our internal customer. The customer made assumptions that we were very familiar with their existing Avaya implementation, and did not provide as much input to the change as was needed.

    Product capabilities - overall comment

    We are able to implement all features we need.

    Service & support - overall comment

    Service has been excellent, from both Cisco and the VAR. We have not had any problems that could not be solved in a few hours, and most are solved in minutes.


  • 4 out of 5.0, Reviewed

    Product(s): Unified Contact Center Enterprise (UCCE)

    Implementation was successful and on time.

    Overall Comment

    The product works well, however does have very technical issues from time to time that can only be explained or managed by TAC.

    What one piece of advice would you give other prospective customers?

    Look at genesis and compare price.

    What do you like most about the product or service?

    Reliability and ability to cluster across geography.

    What do you dislike most about the product?

    Complexity to troubleshoot.

    What one thing do you wish the vendor did differently?

    They need to incorporate more contact center features into their software.

    If you could start over, what would your organization do differently?

    Implement a different IVR as the UCCE system is compatible with any IVR system and Cisco's IPIVR is not the best.

    Product capabilities - overall comment

    Excellent product.

    Service & support - overall comment

    Support is very good with Cisco.

    Integration & Deployment - Overall comment

    Not the easiest to integrate and their CAD product is not very robust.


  • 5 out of 5.0, Reviewed

    Product(s): Packaged Contact Center Enterprise (Packaged CCE),Unified Contact Center Express (UCCX)

    Business logic & documented call workflows essential to success.

    Overall Comment

    We ran the implementation through a third party certified Cisco vendor/partner. The technical portion of the implementation went very well, it was the lack of guidance around the business logic & process that was lacking. Cisco itself was willing to engage with us to resolve any issues that we ran into & have since given a lot of guidance on how to develop call workflows & processes as we move forward.

    What one piece of advice would you give other prospective customers?

    To work directly with certified Cisco integrator versus a reseller that partners with an integrator. Not only is there the cost factor, but if you have the opportunity to interface with the integrator directly so that they can go through the due diligence with you versus through the reseller, you can ensure that business case needs are correctly identified and planned for.

    What do you like most about the product or service?

    Solid reputation in the market, existing migration path from product to product, integration with other call center products.

    What do you dislike most about the product?

    N/A

    What one thing do you wish the vendor did differently?

    More transparency in what they offered directly versus what these partnerships offer.

    If you could start over, what would your organization do differently?

    We would work with the Cisco business development team to do a better job of analyzing current call workflows in our call centers to determine when & where processes can be made more efficient. We would also go a different route with SIP trunk & DID organization.


  • 4 out of 5.0, Reviewed

    Product(s): Unified Contact Center Enterprise (UCCE)

    Use Cisco AS - It will help you to save in the long run.

    Overall Comment

    Had issues with initial installation - software bug impacted our business for over 48 hours.

    What one piece of advice would you give other prospective customers?

    Spend the dollars and use Cisco AS - They will make it right.

    What do you like most about the product or service?

    It fits well in our cisco portfolio - one vendor to work on issues and upgrades.

    What one thing do you wish the vendor did differently?

    Third party vendor needed deeper skills to take on the job - Cisco AS bailed them out.

    If you could start over, what would your organization do differently?

    Use Cisco AS and not the third party implementor.


  • 5 out of 5.0, Reviewed

    Product(s): Unified Contact Center Enterprise (UCCE)

    Implementation was easy

    Overall Comment

    Extremely satisfy

    What one piece of advice would you give other prospective customers?

    Attention to the pre requist.

    What do you like most about the product or service?

    It is very professionnal. The SLA was very good.

    What do you dislike most about the product?

    Integration with other product is difficult.

    If you could start over, what would your organization do differently?

    Dedicated architect.


  • 3 out of 5.0, Reviewed

    Product(s): Unified Contact Center Enterprise (UCCE)

    SaaS Solution that works.

    Overall Comment

    Satisfied with the product.

    What one piece of advice would you give other prospective customers?

    Consider solutions that can work with other products easily.

    What do you like most about the product or service?

    Easy and simple to use.

    What do you dislike most about the product?

    Happy with the results.

    What one thing do you wish the vendor did differently?

    Happy with the service, so would not want to change anything.

    If you could start over, what would your organization do differently?

    Market the product better within the business to increase its adoption.


  • 5 out of 5.0, Reviewed

    Product(s): Unified Contact Center Enterprise (UCCE)

    Strong scalability, basis for further standardisation of call centres.

    Overall Comment

    Scalable solution. Utilises existing WAN infrastructure. Common experience across all end users and future platforms for further call centre standardisation.

    What one piece of advice would you give other prospective customers?

    Standardise call flows where possible. Avoid user scope creep in call centre process flows.

    What do you like most about the product or service?

    Scalability.

    What do you dislike most about the product?

    Cisco branded (and costed) handset phones required. Should be capable of working with generic IP handsets.

    What one thing do you wish the vendor did differently?

    More initial contact with Cisco itself, rather than through partner for such a strategic investment.

    If you could start over, what would your organization do differently?

    More aggressive rollout of VOIP to other areas to reap the benefits of the call centre technology.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(7)
4.1

Ability to understand your organization's needs

(7)
4.3

Timely and complete response to product questions

(7)
4.6

Pricing and contract flexibility (pricing and terms)

(7)
3.9
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(7)
4.0

How long did your deployment take?

3 - 6 months (<6)

0 - 3 months (<3)

6 - 9 months (<9)

9 - 12 months (<12)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(8)
3.9

Ease of integration using standard APIs and tools

(7)
3.6

Quality and availability of end-user training

(7)
3.7

Ease of deployment

(8)
3.8
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(8)
4.3

Did you purchase a support package from vendor?

Yes

No


Timeliness of vendor's response

(8)
4.0

Was the support package worth it?


Quality of technical support

(8)
3.9

Quality of peer user community

(6)
3.8
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(7)
4.4

Architecture

(8)
4.4

Scalability

(8)
4.9

High Availability

(8)
4.8

Management

(8)
4.0

Open Standards

(7)
3.4

UCC Integration

(8)
4.6

Workflow

(7)
4.1

Multichannel

(6)
3.7
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Vendor Management

Vendor/Product Selection

Rollout and Install

Technical Assessment

Development/Integration

Executive Sponsor

Functional Assessment

Maintenance and Support

User Training


What other vendors were considered? Multiple responses allowed.

Avaya

Cisco

ALE (formerly Alcatel-Lucent Enterprise)

Aspect

Genesys

NEC

Unify


Why did you purchase this product?

Improve customer relations/service

Create internal/operational efficiencies

Drive revenue growth

Improve business process agility

Improve compliance & risk management

Cost management

Improve business process outcomes

Improve supplier or partner relations

Reduce time to market


What were the key factors that drove your decision?

Customer satisfaction

Reduce other non-IT costs

Reduce external IT costs

Expand types of analysis

Increased revenue

Monetize data

Reduce IT head count

Reduce LOB head count

Other...


In which region(s) did your deployment take place? Multiple responses allowed.

North America

EMEA