Cisco CCX Overview

What is Cisco CCX?
Cisco Unified Contact Center Express (Unified CCX) helps businesses and organizations deliver a connected digital experience, enabling you to deliver contextual, continuous, and capability-rich journeys for your customers, across time and channels. This easy-to-deploy and easy-to-use customer interaction solution supports up to 400 agents and is designed for midmarket companies or enterprise branch offices. Secure and highly available, it supports powerful agent-based services and fully integrated self-service applications, including automatic call distributor (ACD), interactive voice response (IVR), and computer telephony integration (CTI). Cisco Unified CCX helps deliver each of your contacts to the right agent the first time. It enables this accuracy with sophisticated business rules for inbound and outbound voice, email, web chat, and customer interaction management. Cisco Unified CCX also offers numerous agent and desktop services and can scale to larger, more demanding environments.

Cisco CCX is also known as CCX.

Cisco CCX Customers
Aegean Motorway, BC Hydro, City of Biel, Houston Methodist, Linz AG, Logicalis, London Hydro, Pirelli, SickKids Foundation, Sony Corporation, Sony Marketing (Japan) Inc.
Cisco CCX Video

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Operation Director at IAU
Real User
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.