In Uncategorized
Share On Social Media

More and more, I believe that people will be starting looking at peer reviews than analysts review. That’s because the peers are the ones that actually use the system. As I was with doing research for one of our customers, I came across Gartner Peer Review. One of the reasons I like this review site is because of its in-depth, and credible reviews by peers. I will share a selection of some the reviews, but to read all of them please visit this link

 


The Most Stable Voice Platform I Ever Worked With

Last Updated:

Reviewer Profile

Enterprise Architecture and Technology Innovation
Industry: Services
Role: Enterprise Architecture and Technology Innovation
Firm Size:3B – 10B USD
Implementation Strategy: Worked with both the vendor and 3rd-party service providers

Overall User Rating

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

Please provide comments on your overall experience

Fully engaged support TAC team with great experience. The platform is extremely stable and rarely gives issue. With the extensive features in version 11.5, you couldn’t ask for more. The sleek look and feel of the agent desktop called finesse make extra easy for agents to manage their states and manage workflows. Above all, the BI you get from the native reporting component called CUIC is incredibly over the top. The administration of the platform is extremely easy and it can be integrated with other components to enhance functionality.

What do you like most about the product or service?

The product is outstandingly stable and most of the time is easy to manage. The agent administration and skill group association are super easy. Add to this that with Cisco Finesse which is a core component, supervisors can log out an agent, force them to ready, force them to not ready and even silent monitor them, other than that, agent-facing experience can be enhanced with very cool real-time reports that will give them an idea of their performance and can adjust real time to meet their metrics.

What do you dislike most about the product or service?

One of the main drawbacks of the platform is that the GUI for certain items to manage looks very outdated, it is understandable since we know Cisco is focusing in functionality facing a user than glossy management interfaces. But we can appreciate the resilience of this platform as everything is duplexed. Another item that we noticed is that getting logs out of every component, despite being easy, they are only decrypted by a Cisco expert, if you try to read them on your own it will be very difficult to pinpoint the issue you are looking for, adding to this, there is almost no troubleshooting documentation out there on the internet.

What one piece of advice would you give other prospective customers

If you are going to start working with this platform and support it, be ready to read all the documentation about every component out there in Cisco learning network. It is highly recommended to start with the SRND for the UCCE, and continue to understand every core component. Then move to the Configuration guide for each component. It is important to understand the infrastructure of the deployment first


Comprehensive Deployment To Enable Highly Reliable Contact Center Core Solution

Last Updated:

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

Please provide comments on your overall experience

As a customer and also as a provider for B2B Contact Center solutions, we have been working with Cisco products, HCS, UCCE, providing us reliable technology supporting our regional multi-country needs. Specific to Contact Center selecting a long-term vendor is key to enable us to adapt and create new services as required, open integrations, rapid expansion has been one of the major benefits of using Cisco.

What do you like most about the product or service?

From the technology perspective, once implemented it provides us scalability and fast new sites deployments and services.

What do you dislike most about the product or service?

Professional Services can be sometimes completed to the scope and then accommodate specific requirements. Direct Vendor Services can be price vs quality in our region (LATAM).

What one piece of advice would you give other prospective customers

There is no doubt the solution will give you the capacity and performance to support your customer interactions. high volume calls, multiple sites requirement will be completed supported by Cisco.


To Read more  Peer Reviews about Cisco please visit this link

To contact IST to assist you with your Cisco Contact Center and Customer Experience needs, contact us on this link

Share On Social Media
Recommended Posts

Leave a Comment