--- 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 & Product Details Claimed ###### Profile Status This profile is currently managed by Cisco Unified Contact Center Enterprise but has limited features. Are you part of the Cisco Unified Contact Center Enterprise team? [Upgrade your plan](https://sell.g2.com) to enhance your branding and engage with visitors to your profile! 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. * * * Seller [Cisco](https://www.g2.com/sellers/cisco) Discussions [Cisco Unified Contact Center Enterprise Community](https://www.g2.com/products/cisco-unified-contact-center-enterprise/discuss) Languages Supported Bulgarian, Catalan, Czech, Danish, German, English, Finnish, French, Croatian, Hungarian, Italian, Japanese, Korean, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Serbian, Swedish, Turkish, Chinese (Simplified), Chinese (Traditional) Overview by Melody Leatherbury Show More ## Top-Rated Alternatives [ ![Genesys Cloud CX](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Genesys Cloud CX") Genesys Cloud CX 4.4/5(1,558) ](https://www.g2.com/products/genesys-cloud-cx/reviews) [ ![UJET](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "UJET") UJET 4.7/5(1,130) ](https://www.g2.com/products/ujet/reviews) [ ![Five9 Intelligent Cloud Contact Center Platform](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Five9 Intelligent Cloud Contact Center Platform") Five9 Intelligent Cloud Contact Center Platform 4.1/5(625) ](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) [ View All Alternatives ](https://www.g2.com/products/cisco-unified-contact-center-enterprise/competitors/alternatives) ## User Insights Average based on 10 real user reviews. [Log in to unlock pricing and user insights](/login) ![Verified User in Hospital & Health Care](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Hospital & Health Care") UH Verified User in Hospital & Health Care Mid-Market (51-1000 emp.) 10/25/2022 Business partner of the seller or seller's competitor, not included in G2 scores. "Helpful tool for our company" 4/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Alyson S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Alyson S.") AS Alyson S. Customer Operations Manager Small-Business (50 or fewer emp.) 4/19/2021 "Cisco UCCX" 2.5/5 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. Review collected by and hosted on G2.com. 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.. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Telecommunications](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Telecommunications") CT Verified User in Telecommunications Enterprise (\> 1000 emp.) 9/1/2021 "Cisco UCS - Connected Digi Experience" 4/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Ali O.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Ali O.") AO Ali O. Officer Contact Center Technology Support Enterprise (\> 1000 emp.) 8/18/2021 Business partner of the seller or seller's competitor, not included in G2 scores. "Super Stable and Custimization base solution" 5/5 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 Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Recommendations to others considering Cisco Unified Contact Center Enterprise: Its very smart and relibale solution please go for it. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Hospital & Health Care](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Hospital & Health Care") AH Verified User in Hospital & Health Care Enterprise (\> 1000 emp.) 3/11/2021 "Great product that is ready for a change." 3/5 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerSource: Organic ![Jose R.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jose R.") JR Jose R. IT Solution Architect Mid-Market (51-1000 emp.) 8/20/2021 Business partner of the seller or seller's competitor, not included in G2 scores. "I recommended all collaboration solution as well as Cisco contact center for stability platform" 5/5 What do you like best about Cisco Unified Contact Center Enterprise? I like the performance and Cisco support is the best Review collected by and hosted on G2.com. What do you dislike about Cisco Unified Contact Center Enterprise? The least helpful about Cisco UC is the other non Cisco components Review collected by and hosted on G2.com. Recommendations to others considering Cisco Unified Contact Center Enterprise: Good understanding of the businesses goal Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Automotive](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Automotive") IA Verified User in Automotive Enterprise (\> 1000 emp.) 8/26/2021 Business partner of the seller or seller's competitor, not included in G2 scores. "Cisco Unified Contact Center Enterprise" 5/5 What do you like best about Cisco Unified Contact Center Enterprise? User-friendliness and scalability of the solution Review collected by and hosted on G2.com. What do you dislike about Cisco Unified Contact Center Enterprise? This application is a bit heavier than its counterparts. Review collected by and hosted on G2.com. Recommendations to others considering Cisco Unified Contact Center Enterprise: Trust CISCO; go for it. Review collected by and hosted on G2.com. What problems is Cisco Unified Contact Center Enterprise solving and how is that benefiting you? Soft navigation Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Telecommunications](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Telecommunications") AT Verified User in Telecommunications Mid-Market (51-1000 emp.) 8/23/2021 "Ooredoo maldives IPCC" 5/5 What do you like best about Cisco Unified Contact Center Enterprise? Functionality available as per tye customer care requirements Review collected by and hosted on G2.com. What do you dislike about Cisco Unified Contact Center Enterprise? Expensive solution to implement. Not simple to implement Review collected by and hosted on G2.com. What problems is Cisco Unified Contact Center Enterprise solving and how is that benefiting you? Implement contact center for ooredoo maldives Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Seller invite MR Mario R. IT Application Support Specialist Mid-Market (51-1000 emp.) 9/8/2020 "Worth budget, investment and easy to use." 5/5 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. Review collected by and hosted on G2.com. What do you dislike about Cisco Unified Contact Center Enterprise? There are no extensions, your DID is identified with your direct line. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. 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. Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![James H.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "James H.") JH James H. Desktop Support Analyst I Mid-Market (51-1000 emp.) 11/10/2020 "Call Center Management Software" 5/5 What do you like best about Cisco Unified Contact Center Enterprise? Industry standard; scalable, ability to automate Review collected by and hosted on G2.com. What do you dislike about Cisco Unified Contact Center Enterprise? cost of training, small errors can lead to large issues Review collected by and hosted on G2.com. 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 Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ## Questions about Cisco Unified Contact Center Enterprise? Ask real users or explore answers from the community Get practical answers, real workflows, and honest pros and cons from the G2 community or share your insights. [ Ask about Cisco Unified Contact Center Enterprise ](https://www.g2.com/products/cisco-unified-contact-center-enterprise/discussions/new) GU Guest User • Last activity over 3 years ago What is Cisco ICM? 0 Upvotes 1 [ Join the conversation ](https://www.g2.com/discussions/what-is-cisco-icm) [ View all Discussions ](https://www.g2.com/products/cisco-unified-contact-center-enterprise/discuss) ##### Pricing Pricing details for this product isn’t currently available. 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