Cisco CCX Review

Interactive voice response and automatic call distribution help to improve our customer service


What is our primary use case?

Our primary use case is for customer service, in higher education and healthcare.

How has it helped my organization?

This solution provides uni-channel service support and is fully integrated with our DB. The new Cisco Finesse is really amazing.

What is most valuable?

The most valuable features of this solution are the IVR (Interactive voice response) and ACD (Automatic call distribution).

What needs improvement?

This solution could be improved with better support for higher education and healthcare.

For how long have I used the solution?

Six Years.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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