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 the #3 ranked solution in top Contact Center Infrastructure solutions and #4 ranked solution in top IVR Systems. PeerSpot users give Cisco CCX an average rating of 9.0 out of 10. Cisco CCX is most commonly compared to Genesys Cloud CX:
Cisco CCX vs Genesys Cloud CX. Cisco CCX is popular among the large enterprise segment,
accounting for 71% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a
computer software company, accounting for 15% of all views.
As of April 2024, the market share of Cisco CCX in the IVR Systems category
stands at 8.3%, marking a decrease
of 45.8% compared to the previous year, according to calculations based on PeerSpot user engagement data.
IVR Systems
Key learnings from peers
Valuable Features
"This solution provides uni-channel Service support and is fully integrated with our DB."
Room for Improvement
"This solution could be improved with better support for higher education and healthcare."
These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.
Aegean Motorway, BC Hydro, City of Biel, Houston Methodist, Linz AG, Logicalis, London Hydro, Pirelli, SickKids Foundation, Sony Corporation, Sony Marketing (Japan) Inc.
