Cisco Unified Contact Center Express
Contact center software
Call & contact center software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
Take the quiz to check if Cisco Unified Contact Center Express and its alternatives fit your requirements.
$38 per agent per month
Free Trial
Free version unavailable
Small
Medium
Large
- Banking and insurance
- Public sector and nonprofit organizations
- Healthcare and life sciences
What is Cisco Unified Contact Center Express
Cisco Unified Contact Center Express (UCCX) is an on-premises contact center platform for voice and digital customer interactions, typically deployed with Cisco Unified Communications Manager. It supports skills-based routing, IVR/self-service, agent desktop functions, and supervisor reporting for small to mid-sized contact centers. Organizations use it when they want contact center capabilities tightly integrated with Cisco telephony and network infrastructure and managed within their own data centers.
Tight Cisco UC integration
UCCX integrates closely with Cisco Unified Communications Manager for call control, agent extension management, and telephony features. This reduces integration work for organizations already standardized on Cisco voice infrastructure. It also aligns with Cisco identity, endpoint, and network design patterns commonly used in enterprise environments.
On-premises deployment control
UCCX runs in customer-managed environments, which can help organizations meet internal data residency, change-control, and network segmentation requirements. Teams can control upgrade timing and maintenance windows rather than following a vendor-managed cloud release cadence. This model can be a fit for sites with limited cloud adoption or strict connectivity constraints.
Built-in IVR and routing
UCCX provides core contact center functions such as skills-based routing, queue management, and IVR scripting for self-service. It supports common inbound use cases like call deflection, information capture, and basic workflow steps before an agent answers. These capabilities cover many standard small-to-mid contact center requirements without requiring a separate IVR product.
Less cloud-native flexibility
Compared with cloud contact center platforms, UCCX is not designed as a cloud-native service with elastic scaling and continuous delivery. Capacity planning, redundancy design, and lifecycle management remain the customer’s responsibility. This can increase operational overhead for teams that prefer vendor-managed infrastructure and rapid feature rollout.
Complex upgrades and maintenance
Major version upgrades and patching can require careful coordination across dependent Cisco components (for example, call control and contact center services). Organizations often need specialized Cisco expertise for design, troubleshooting, and change management. This can lengthen implementation timelines and increase reliance on certified partners.
Digital and analytics depth varies
UCCX is commonly adopted for voice-centric contact centers, and organizations may need additional components or integrations for advanced digital channels, workforce engagement, or AI-driven analytics. Reporting and quality management needs can extend beyond the base product depending on requirements. Buyers evaluating omnichannel and advanced analytics should validate feature coverage against their target operating model.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Standard (Concurrent) | $38 per agent/month (MSRP) | On‑premises Flex Plan 3.0 — MSRP shown on Cisco ordering guide; price is the MSRP per agent per month (guidance); final pricing/configuration available in CCW; requires Smart Licensing. |
| Premium (Concurrent) | $53 per agent/month (MSRP) | Premium agent provides additional channels (email, chat, social) and outbound capabilities; MSRP per agent per month (guidance); final pricing/configuration available in CCW; requires Smart Licensing. |
| Additional IVR Port | N/A for UCCX (per Cisco ordering guide) | Ordering guide lists IVR port pricing for other platforms but marks UCCX as N/A. |
Seller details
Cisco Systems, Inc.
San Jose, California, USA
1984
Public
https://www.cisco.com/
https://x.com/Cisco
https://www.linkedin.com/company/cisco/
