G2

Rajesh K.

Cloud security Engineer

Enterprise (> 1000 emp.)

7/18/2025

"Cisco Tac"

5/5

What do you like best about Cisco Unified Contact Center Express?

Cisco UCCX stands out for its seamless integration with Cisco Unified Communications Manager (CUCM) and the broader Cisco collaboration ecosystem. The most valuable feature is its robust scripting engine (CCX Editor), which allows administrators to build customized call flows using drag-and-drop logic—ideal for creating intelligent IVRs, skill-based routing, and real-time decision-making. Review collected by and hosted on G2.com.

What do you dislike about Cisco Unified Contact Center Express?

One of the main drawbacks of UCCX is that its scripting environment (CCX Editor), while powerful, can be complex and unintuitive for new users. It has a steep learning curve, especially for administrators without a strong programming or scripting background. Review collected by and hosted on G2.com.

What problems is Cisco Unified Contact Center Express solving and how is that benefiting you?

Cisco UCCX solves the challenge of efficiently managing inbound customer interactions and routing them to the right agent or department based on skill, availability, or business logic. This ensures reduced call wait times, improved first-call resolution, and enhanced customer satisfaction. Review collected by and hosted on G2.com.