Amazon Connect vs Cisco Unified Workforce Optimization

Overview

Amazon Connect

Stacks63

Followers128

Votes0

Cisco Unified Workforce Optimization

Stacks0

Followers1

Votes0

Cisco Unified Workforce Optimization vs Amazon Connect: What are the differences?

Developers describe Cisco Unified Workforce Optimization as "It allows contact centers to manage their human. capital resources". It allows contact centers to manage their human. capital resources. Managers can develop schedules for multiple sites, manage critical data and key performance. indicators (KPIs), and manage real-time adherence of agents to their schedules. On the other hand, Amazon Connect is detailed as "Simple to use, cloud-based contact center". The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialized skills required.

Cisco Unified Workforce Optimization and Amazon Connect can be primarily classified as "Call Center Management" tools.

Some of the features offered by Cisco Unified Workforce Optimization are:

Aligns contact center performance with business objectives
Integrates workforce optimization software with desktop tools
Unifies the customer interaction process

On the other hand, Amazon Connect provides the following key features:

Easy to set up and manage
Scalable and elastic
Pay as you go

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Detailed Comparison

Amazon Connect	Cisco Unified Workforce Optimization
The self-service graphical interface in Amazon Connect makes it easy for non-technical users to design contact flows, manage agents, and track performance metrics – no specialized skills required.	It allows contact centers to manage their human. capital resources. Managers can develop schedules for multiple sites, manage critical data and key performance. indicators (KPIs), and manage real-time adherence of agents to their schedules.
Easy to set up and manage;Scalable and elastic;Pay as you go;Open platform	Aligns contact center performance with business objectives; Integrates workforce optimization software with desktop tools; Unifies the customer interaction process
Statistics
Stacks 63	Stacks 0
Followers 128	Followers 1
Votes 0	Votes 0

What are some alternatives to Amazon Connect, Cisco Unified Workforce Optimization?

Genesys

It is a tool that provides its users with improved call management, enhanced call routing capabilities to the right resources, and faster resolution of calls.

Talkdesk

Easy-to-use, cloud-based call center software that helps growing businesses provide excellent customer service. One-click integrations with Salesforce, Zendesk, Desk.com and many others. No phones, hardware, downloads or coding required.

Cisco Unified Communications Manager

Bring people together anytime, anywhere, and on any device with Cisco's integrated collaboration infrastructure for voice and video calling, messaging, and mobility. Cisco Unified Communications Manager (Unified CM) provides reliable, secure, scalable, and manageable call control and session management.

Oktell

It is a contact center automation platform . It will help organize the workplaces of agents, supervisors, auditors, contact center administrators and will become an indispensable tool for inbound and outbound campaigns.

Microcall

It is software that captures call data from any voice platform, stores the data in an SQL database and provides unlimited reporting that improve the management of your voice traffic, allocate telecom costs, detect potential toll fraud, increase employee productivity and ultimately reduce expenses.