Good things don’t necessarily come in small packages – check out Cisco’s solution for a massive 24,000 agent contact centre
Cisco has lots more than only the Webex suite up its sleeve. The company has a pretty expensive and powerful contact centre offering, available as packaged, unified or hosted solutions. Today, we are reviewing the Cisco Unified Contact Center Enterprise, designed for large-sized contact centres.
As your business grows and the customer support needs grow with it, contact centres will inevitably get more complex and sprawling in nature. How do you maintain centralised control of the various moving parts? That’s where a solution like Cisco Unified Contact Center Enterprise comes in. It combines IVR-based self-service, customer feedback gathering, and omni-channel interactions in a comprehensive bundle. Cisco Unified Contact Center Enterprise is highly popular, rated 4.1 out of 5 on Gartner Peer Insights.
Like most other Cisco solutions, Unified Contact Center Enterprise offers an incredible breadth of capabilities. Here is a quick review of its features:
Cisco Unified Contact Center Enterprise was always an effective solution for large contact centres, and this is made even better with the latest release. For instance, there is a trial feature called Analyzer, giving you a dashboard view of abandoned calls. There is also a transcript feature (also trial) powered by Voicea, auto-creating a transcript from voice conversations.
In other words, if you run a contact centre with 12,000 to 24,000 agents, Cisco Unified Contact Center Enterprise is among the best options out there. One customer on Gartner Peer Insights called it “the most stable voice platform I ever worked with,” indicating its very real market potential.
When it comes to contact centre management, Cisco Unified Contact Center Enterprise does not disappoint. While it would have been nice to have advanced business intelligence and IVR available out of the box, it may not be feasible at the ~ 24,000 agent scale. Given the volume and feature set, Cisco Unified Contact Center Enterprise has a highly competitive value proposition.
The latest additions of cloud capabilities and third-party virtual assistants is the cherry on the icing. For companies who have recently undergone a growth spurt and must immediately upgrade their contact centre capabilities, Cisco Unified Contact Center Enterprise makes perfect sense.