--- title: Cisco Unified Contact Center Enterprise Reviews meta_title: 'Cisco Unified Contact Center Enterprise Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 10 reviews by the users' company size, role or industry to find out how Cisco Unified Contact Center Enterprise works for a business like yours. aggregate_rating: rating_value: 4.1 review_count: 10 scale: '5' date_modified: '2026-01-07' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # Cisco Unified Contact Center Enterprise Reviews **Vendor:** Cisco **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.1/5.0 **Total Reviews:** 10 ## About Cisco Unified Contact Center Enterprise Cisco Unified Contact Center is a contact center platform that can support up to 36,000 agents. It supports call routing, omnichannel integrations, and a management portal for creating customer profiles, segmentation, and resource monitoring. ## Cisco Unified Contact Center Enterprise Reviews ### 1. Helpful tool for our company **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** October 25, 2022 **What do you like best about Cisco Unified Contact Center Enterprise?** I like that we are able to filter calls to the appropriate departments without having to stop patient care in the meantime. We are able to address the messages when able. **What do you dislike about Cisco Unified Contact Center Enterprise?** Once in a while the call will get filtered to the wrong department which is understandable, it is just hard when sometimes we have to take time to figure out the appropriate person to send the message to. **What problems is Cisco Unified Contact Center Enterprise solving and how is that benefiting you?** Again, this is solving a time issue for us. Our patients are getting through to talk to people even when we are unable to answer the call at the time. We are then able to address it when able. ### 2. Cisco UCCX **Rating:** 2.5/5.0 stars **Reviewed by:** Alyson S. | Customer Operations Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 19, 2021 **What do you like best about Cisco Unified Contact Center Enterprise?** I enjoy being able to quickly pull call and agent statistics for both historical and real-time data. I like that I can build dashboards using different reports. This allows me to monitor my teams efforts and statuses in real time. I like that I can modify the reports by time, group, agent, etc. I like the way I can export the reports to an excel or CSV file; this allows me to manipulate and transfer the data into a format that is more easily understood. I like the variety of reporting available to me. I like that it's only available to supervisors and agent's cannot view information and statistics relative to their peers. I like that we each have our own login and can customize our reporting and dashboards. **What do you dislike about Cisco Unified Contact Center Enterprise?** The inability to easily put things together and analyze the data. I have to pull, review, and combine multiple reports in order to understand and use the data effectively. I dislike not being able to understand and ancticipate our future projected volume easily. I can't estimate future staffing needs and current staffing demands. I'm unable to evaluate our current and future capacities. I wish that "daily" was an option as an interval length because I would appreciate being able to pull one report for the month that breaks the figures down for each day. Instead, I only have the option to pull the entire report range or by 30-minutes or 60-minute intervals. Adding daily as an interval option would be a great addition to the reporting and make it easier for me. I instead have to adjust the date range to account for a one-day period and then track in another report before the data is helpful. I dislike that my customized dashboards and saved reports are also available to other users. I'd prefer they remained only available for my viewing or for those I share them with.. **Recommendations to others considering Cisco Unified Contact Center Enterprise:** I recommend creating a view that encompasses all data related to the call handling figures. It should track and consider how many agents were logged in and available, what the agent statuses were, how many calls were holding, hold duration, time of day, trends, etc. I recommend making it easier to share data with users and non-users alike. Our greater Berxi team is interested in understanding trends and would like to access the data or be sent updates without holding a license. I recommend again a more cohesive and all-encompassing view and dash, a more straightforward extraction method, more data sharing availability, etc. We'd really like to see voice transcription and have more access to applying changes ourselves rather than work through multiple parties. I want the ability to apply a change in real-time if needed. I recommend just more cohesiveness and more flexibility for changes to be made. **What problems is Cisco Unified Contact Center Enterprise solving and how is that benefiting you?** We solve understanding historical call data. Along with historical agent login/logout behaviors and call handling at both a group and individual agent level. We have problems with QA that we are working towards solving still. We'd really like to add screen pop capabilities as well as voice transcription and automated Quality control and Quality Assurance feedback and reporting. We also need to better solve for agents who are taking calls while simultaneously accepting chats and responding to emails. The benefits are again ease and accessability. ### 3. Cisco UCS - Connected Digi Experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** September 01, 2021 **What do you like best about Cisco Unified Contact Center Enterprise?** Cisco Unified Contact Center Enterprise is a flexible contact center solution. It is a lot customizable and provides a large no of features which help to deliver efficient customer service, enhanced next-gen experience, and uninterrupted operations. **What do you dislike about Cisco Unified Contact Center Enterprise?** Cisco Unified Contact Center Enterprise comes with a lot of licensing baggage. There are a considerable number of features that it supports. But for every feature, there is a complex licensing mechanism that takes some time to get familiar with the licensing schema. **Recommendations to others considering Cisco Unified Contact Center Enterprise:** Cisco Unified Contact Center Enterprise is a go-to product when it comes to contact center solutions. It covers all the business aspects required for running a newage contact center that provides enhanced customer experience. Additionally, it also has lot many features like single signon, end to end security of data in transit, reduced bandwidth requirement. Infact for current scenario, it is a perfect fit as it supports work from home, sign-up from home feature for remote office setup. **What problems is Cisco Unified Contact Center Enterprise solving and how is that benefiting you?** Cisco Unified Contact Center Enterprise solves huge problems for contact center solutions hosting massive inbound calls on daily basis. It's deep-learning features enable to route the call to suitable contact center agents who have focused knowledge on the queries posted by calling customers. These come through deep learning from previous interactions. These come through deep learning from previous interactions. ### 4. Super Stable and Custimization base solution **Rating:** 5.0/5.0 stars **Reviewed by:** Ali O. | Officer Contact Center Technology Support, Enterprise (> 1000 emp.) **Reviewed Date:** August 18, 2021 **What do you like best about Cisco Unified Contact Center Enterprise?** Its Active-Active sight base architect and stable with almost zero downtime contact center solution **What do you dislike about Cisco Unified Contact Center Enterprise?** When back in 2017, when we implement the UCCE 11.5 solution, Mediasense was our worst nightmare due to pruning the recorded calls without checking either it was archived or not. Mediasense we dislike the most, but after implementing the ZOOM recording solution, our issue got fixed. **Recommendations to others considering Cisco Unified Contact Center Enterprise:** Its very smart and relibale solution please go for it. **What problems is Cisco Unified Contact Center Enterprise solving and how is that benefiting you?** Almost zero downtime is one of the prime advantages. By implementing these solution business teams are much happier. ### 5. Great product that is ready for a change. **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** March 11, 2021 **What do you like best about Cisco Unified Contact Center Enterprise?** UCCE provides endless configuration support for whatever your org call center needs be. Finesse is a simple user interface and with options like remote agent your user can be anywhere. **What do you dislike about Cisco Unified Contact Center Enterprise?** Administration is a nightmare. Even with Packaged version of the product, there is still a large server/compute footprint. Maintaining Windows server, SQL, CVP, VVB, etc... gets to be a taxing task for the voice team. I believe there are better products out there including a solution from Cisco (WebEx Contact Center). With the migration to working from home, cloud call centers are going to become more prevalent. Tool is also very dependent on other 3rd party integrations like Calabrio for work force management/call recording. The WebEx cloud solution packages many more tools to complete the product portfolio. Licensing is another issue. The product requires a support contract and every aspect is licenses individually making it very difficult to forecast total costs as well as forecasting growth. **What problems is Cisco Unified Contact Center Enterprise solving and how is that benefiting you?** UCCE is the at the heart of patient experince. It has allowed us to optimize call flows to provide prioritized patient contact. We are able to provide business continuety when users were migrated home due to pandemic protocols. ### 6. I recommended all collaboration solution as well as Cisco contact center for stability platform **Rating:** 5.0/5.0 stars **Reviewed by:** Jose R. | IT Solution Architect, Mid-Market (51-1000 emp.) **Reviewed Date:** August 20, 2021 **What do you like best about Cisco Unified Contact Center Enterprise?** I like the performance and Cisco support is the best **What do you dislike about Cisco Unified Contact Center Enterprise?** The least helpful about Cisco UC is the other non Cisco components **Recommendations to others considering Cisco Unified Contact Center Enterprise:** Good understanding of the businesses goal **What problems is Cisco Unified Contact Center Enterprise solving and how is that benefiting you?** The real time dashboard solved many issue related to agents status ### 7. Cisco Unified Contact Center Enterprise **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) **Reviewed Date:** August 26, 2021 **What do you like best about Cisco Unified Contact Center Enterprise?** User-friendliness and scalability of the solution **What do you dislike about Cisco Unified Contact Center Enterprise?** This application is a bit heavier than its counterparts. **Recommendations to others considering Cisco Unified Contact Center Enterprise:** Trust CISCO; go for it. **What problems is Cisco Unified Contact Center Enterprise solving and how is that benefiting you?** Soft navigation ### 8. Ooredoo maldives IPCC **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** August 23, 2021 **What do you like best about Cisco Unified Contact Center Enterprise?** Functionality available as per tye customer care requirements **What do you dislike about Cisco Unified Contact Center Enterprise?** Expensive solution to implement. Not simple to implement **What problems is Cisco Unified Contact Center Enterprise solving and how is that benefiting you?** Implement contact center for ooredoo maldives ### 9. Worth budget, investment and easy to use. **Rating:** 5.0/5.0 stars **Reviewed by:** Mario R. | IT Application Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** September 08, 2020 **What do you like best about Cisco Unified Contact Center Enterprise?** Is very easy to use, it give us a tool called Cisco Jabber and its awesome. **What do you dislike about Cisco Unified Contact Center Enterprise?** There are no extensions, your DID is identified with your direct line. **Recommendations to others considering Cisco Unified Contact Center Enterprise:** Give it a try, I've been with another CCE's and they are really bad. This one has almost everything. **What problems is Cisco Unified Contact Center Enterprise solving and how is that benefiting you?** It provides a local chat for our users, we are saving money on other providers. The connection is really cool and the call quality is excellent. ### 10. Call Center Management Software **Rating:** 5.0/5.0 stars **Reviewed by:** James H. | Desktop Support Analyst I, Mid-Market (51-1000 emp.) **Reviewed Date:** November 10, 2020 **What do you like best about Cisco Unified Contact Center Enterprise?** Industry standard; scalable, ability to automate **What do you dislike about Cisco Unified Contact Center Enterprise?** cost of training, small errors can lead to large issues **What problems is Cisco Unified Contact Center Enterprise solving and how is that benefiting you?** managing call center with multiple, diverse devices. UX is easily navigable, reporting ## Cisco Unified Contact Center Enterprise Discussions - [What is Cisco ICM?](https://www.g2.com/discussions/what-is-cisco-icm) - 1 comment - [View Cisco Unified Contact Center Enterprise pricing details and edition comparison](https://www.g2.com/products/cisco-unified-contact-center-enterprise/reviews?section=pricing&secure%5Bexpires_at%5D=2026-08-03+10%3A56%3A51+-0500&secure%5Bsession_id%5D=91ca3408-42c0-41b2-8da8-789b9e67ce0e&secure%5Btoken%5D=7b3a7e11a727dd092becac34250e5f655f747a79c47db0a587c8b38fd5a123e4&format=llm_user) ## Cisco Unified Contact Center Enterprise Features **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Generative AI** - AI Text-to-Speech **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment ## Top Cisco Unified Contact Center Enterprise Alternatives - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,468 reviews) - [UJET](https://www.g2.com/products/ujet/reviews) - 4.7/5.0 (1,101 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) - 4.1/5.0 (604 reviews)