---
description: Review of Cisco Unified Intelligent Contact Management Enterprise Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice Ireland.
image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png
title: Cisco Unified Intelligent Contact Management Enterprise | Reviews, Pricing & Demos - SoftwareAdvice IE
---

Breadcrumb: [Home](/) > [CRM Software for Accounting Firms](/directory/4110/accounting-crm/software) > [Cisco Unified Intelligent Contact Management Enterprise](/software/435613/cisco-unified-intelligent-contact-management-enterprise)

# Cisco Unified Intelligent Contact Management Enterprise

Canonical: https://www.softwareadvice.ie/software/435613/cisco-unified-intelligent-contact-management-enterprise

> Cisco Unified Intelligent Contact Management Enterprise (Cisco Unified ICM) is a cloud-based contact management solution designed for midsize and large companies. It assists users in contact routing, network-to-desktop telephony integration and multi-channel contact management from within a unified solution.


Cisco Unified ICM's contact routing feature allows calls to be cued and then routed to the appropriate resources to effectively handle customer inquiries. Multi-channel contact management allows customer service representatives to handle inquiries from various sources, such as telephone, email, real-time chat and social media using a single solution.


Additionally, Cisco Unified ICM allows companies to integrate the contact center solution with third-party customer relationship management (CRM) systems. It performs a lookup in a customer database and makes routing decisions, where information from third-party CRM can help expand the data available to the agent, allowing that agent to help and guide the customers.


With Cisco Unified ICM's reports and a custom dashboard to monitor contacts and activities, organizations can make informed decisions regarding contact handling procedures. Support is available via phone and email.
> 
> Verdict: Rated **4.0/5** by 2 users. Top-rated for **Customer Support**.

-----

## Quick Stats & Ratings

| Metric | Rating | Detail |
| **Overall** | **4.0/5** | 2 Reviews |
| Ease of Use | 4.5/5 | Based on overall reviews |
| Customer Support | 5.0/5 | Based on overall reviews |
| Value for Money | 5.0/5 | Based on overall reviews |
| Features | 3.0/5 | Based on overall reviews |
| Recommendation percentage | 50% | (5/10 Likelihood to recommend) |

## About the vendor

- **Company**: Cisco
- **Founded**: 2010

## Commercial Context

- **Pricing model**: Per Feature
- **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+
- **Deployment & Platforms**: Cloud, SaaS, Web-based, Windows (On-Premise), Linux (On-Premise)
- **Supported Languages**: English
- **Available Countries**: United States

## Features

- CRM
- Computer Telephony Integration
- Contact Management
- IVR

## Support Options

- Email/Help Desk
- FAQs/Forum
- Chat

## Category

- [CRM Software for Accounting Firms](https://www.softwareadvice.ie/directory/4110/accounting-crm/software)

## Related Categories

- [CRM Software for Accounting Firms](https://www.softwareadvice.ie/directory/4110/accounting-crm/software)
- [Distribution CRM Software](https://www.softwareadvice.ie/directory/3846/distribution/software)
- [Auto Dealership CRM Software](https://www.softwareadvice.ie/directory/3171/dealership/software)
- [Manufacturing CRM Software](https://www.softwareadvice.ie/directory/3825/manufacturing/software)
- [Consulting CRM Software](https://www.softwareadvice.ie/directory/3837/consulting/software)

## Alternatives

1. [LiveAgent](https://www.softwareadvice.ie/software/109980/liveagent) — 4.7/5 (1753 reviews)
2. [CXone Mpower](https://www.softwareadvice.ie/software/20067/nice-incontact-cxone-workforce) — 4.2/5 (581 reviews)
3. [Convoso](https://www.softwareadvice.ie/software/2799/safesoft-contact) — 4.5/5 (386 reviews)
4. [Genesys Cloud CX](https://www.softwareadvice.ie/software/323407/pureconnect) — 4.3/5 (262 reviews)
5. [Zendesk Suite](https://www.softwareadvice.ie/software/26892/zendesk-talk) — 4.4/5 (4072 reviews)

## Reviews

### "Does the job for a basic contact centre, however lacks other functions for it be useful" — 3.0/5

> **Verified Reviewer** | *24 January 2021* | Telecommunications | Recommendation rating: 5.0/10
> 
> **Pros**: It was basic to use at the time, fulfilled our business needs for a contact centre that required inbound and outbound calling with call recording. The real time adherence (CISCO Supervisor) was easy to use, this was implemented to CISCO UI which was good
> 
> **Cons**: -We had to use a separate software for call recording. This proved tricky as we had to match the call from this software's reporting with another to find the correct call metrics and recording
-Implementing new IVR changes required an email to our vendor of which they made changes and took minimum of 2 days, this was quite challenging as we were a new business at the time and multiple  decisions/changes were implemented
-Dashboards we had another software which had data sent to. This resulted in a 5 second delay between our dashboard and what was actually happening. Probably not the best thing to happen in a contact centre where ideally we want everything live, especially when we have calls queueing and we dont know if they were picked up or not until 5 seconds later
> 
> Did the job for our initial stage of the company. As I wasnt part of the implementation or purchase of this product, there could of been more options or addons that my company didnt want to spend on. Through the years there could of been functions that were introduced that we werent aware of. If this software is much cheaper in price compared to other high end software for contact centres, then this is a great start for those that require basic functions in a contact centre. Or maybe for contact centres that dont have strict targets

-----

### "Cisco unified intelligent contact enterprise products review" — 5.0/5

> **Ethan** | *3 August 2025* | Automotive | Recommendation rating: 4.0/10
> 
> **Pros**: I liked how I could manage my team through Cisco management enterprise as it was a way to connect my employees
> 
> **Cons**: I did not like how it was only able to manage Cisco unified intelligent contact enterprise products.
> 
> Good afternoon if you only use Cisco unified intelligent contact enterprise products for your business

## Links

- [View on SoftwareAdvice](https://www.softwareadvice.ie/software/435613/cisco-unified-intelligent-contact-management-enterprise)

## This page is available in the following languages

| Locale | URL |
| en | <https://www.softwareadvice.com/contact-center/cisco-unified-intelligent-contact-management-enterprise-profile/> |
| en-AU | <https://www.softwareadvice.com.au/software/435613/cisco-unified-intelligent-contact-management-enterprise> |
| en-GB | <https://www.softwareadvice.co.uk/software/435613/cisco-unified-intelligent-contact-management-enterprise> |
| en-IE | <https://www.softwareadvice.ie/software/435613/cisco-unified-intelligent-contact-management-enterprise> |
| en-NZ | <https://www.softwareadvice.co.nz/software/435613/cisco-unified-intelligent-contact-management-enterprise> |

-----

## Structured Data

<script type="application/ld+json">
  {"@context":"https://schema.org","@graph":[{"name":"SoftwareAdvice Ireland","address":{"@type":"PostalAddress","addressLocality":"Dublin","addressRegion":"D","postalCode":"D02 NP94","streetAddress":"2 Park Place, 3rd Floor, Hatch St Dublin, D02 NP94 Ireland"},"description":"We've helped more than 500000 buyers to find the right software.","email":"info@softwareadvice.ie","url":"https://www.softwareadvice.ie/","logo":"https://dm-localsites-assets-prod.imgix.net/images/software_advice/logo-white-d2cfd05bdd863947d19a4d1b9567dde8.svg","@type":"Organization","@id":"https://www.softwareadvice.ie/#organization","parentOrganization":"Gartner, Inc.","sameAs":[]},{"name":"Cisco Unified Intelligent Contact Management Enterprise","description":"Cisco Unified Intelligent Contact Management Enterprise (Cisco Unified ICM) is a cloud-based contact management solution designed for midsize and large companies. It assists users in contact routing, network-to-desktop telephony integration and multi-channel contact management from within a unified solution.\n\n\nCisco Unified ICM's contact routing feature allows calls to be cued and then routed to the appropriate resources to effectively handle customer inquiries. Multi-channel contact management allows customer service representatives to handle inquiries from various sources, such as telephone, email, real-time chat and social media using a single solution.\n\n\nAdditionally, Cisco Unified ICM allows companies to integrate the contact center solution with third-party customer relationship management (CRM) systems. It performs a lookup in a customer database and makes routing decisions, where information from third-party CRM can help expand the data available to the agent, allowing that agent to help and guide the customers.\n\n\nWith Cisco Unified ICM's reports and a custom dashboard to monitor contacts and activities, organizations can make informed decisions regarding contact handling procedures. Support is available via phone and email.","image":"https://gdm-catalog-fmapi-prod.imgix.net/ProductScreenshot/bd93f934-98db-4081-9785-0d19d4d8548d.png","url":"https://www.softwareadvice.ie/software/435613/cisco-unified-intelligent-contact-management-enterprise","@type":"SoftwareApplication","@id":"https://www.softwareadvice.ie/software/435613/cisco-unified-intelligent-contact-management-enterprise#software","applicationCategory":"BusinessApplication","publisher":{"@id":"https://www.softwareadvice.ie/#organization"},"aggregateRating":{"@type":"AggregateRating","ratingValue":4.0,"bestRating":5,"ratingCount":2},"operatingSystem":"Cloud, Windows on premise, Linux on premise"},{"@type":"BreadcrumbList","itemListElement":[{"name":"Home","position":1,"item":"/","@type":"ListItem"},{"name":"CRM Software for Accounting Firms","position":2,"item":"/directory/4110/accounting-crm/software","@type":"ListItem"},{"name":"Cisco Unified Intelligent Contact Management Enterprise","position":3,"item":"/software/435613/cisco-unified-intelligent-contact-management-enterprise","@type":"ListItem"}],"@id":"https://www.softwareadvice.ie/software/435613/cisco-unified-intelligent-contact-management-enterprise#breadcrumblist"}]}
</script>