Cisco UCM is almost at the top-notch of what we see within the industry, and they have an omnichannel experience and all of that. One of the things that they could improve is the GUI itself. The user interface may be a little bit outdated; it used to be state-of-the-art at the time they launched it, but now it is not as competitive as what the other leading vendors have, so perhaps a little bit more work on that would be beneficial. Additionally, the flexibility of cloud-based solutions, easy toggle, easy use, and all of those aspects might also need attention. The main work needed is on the user interface part so that all different users who do not come from a tech background can integrate these solutions. Perhaps a bit more on the AI front would be beneficial. Cisco is doing a little bit, but perhaps a lot more could be done. Some of the leading brands that we see are doing a lot on the AI side. Cisco UCM needs to align with the industry expectations. There is a lot of data available which could facilitate more informed decisions in terms of when the communications medium is started. Depending on where the customer is reaching us, the ability to do a reference check, the ability to find out the context of the customer, predictive analysis, and intelligent routing are all areas for possible improvement. While Cisco has a lot of these features, enhancing those scales would really be beneficial.
Senior Professional Services Consultant at a computer software company with 10,001+ employees
Real User
Aug 11, 2020
Cisco UCM could be more intuitive and have better foresight which could help us based upon the requirement of resources. Also, more automation would be nice.
Cisco UCM is almost at the top-notch of what we see within the industry, and they have an omnichannel experience and all of that. One of the things that they could improve is the GUI itself. The user interface may be a little bit outdated; it used to be state-of-the-art at the time they launched it, but now it is not as competitive as what the other leading vendors have, so perhaps a little bit more work on that would be beneficial. Additionally, the flexibility of cloud-based solutions, easy toggle, easy use, and all of those aspects might also need attention. The main work needed is on the user interface part so that all different users who do not come from a tech background can integrate these solutions. Perhaps a bit more on the AI front would be beneficial. Cisco is doing a little bit, but perhaps a lot more could be done. Some of the leading brands that we see are doing a lot on the AI side. Cisco UCM needs to align with the industry expectations. There is a lot of data available which could facilitate more informed decisions in terms of when the communications medium is started. Depending on where the customer is reaching us, the ability to do a reference check, the ability to find out the context of the customer, predictive analysis, and intelligent routing are all areas for possible improvement. While Cisco has a lot of these features, enhancing those scales would really be beneficial.
Cisco UCM could be more intuitive and have better foresight which could help us based upon the requirement of resources. Also, more automation would be nice.