Product Note: Cisco Unified Communications Manager (UCM)
Bottom Line
Cisco Unified Communications Manager (UCM) is a best-in-class unified communications platform that excels across a broad range of capabilities, particularly in the areas of voice and telephony, video conferencing, contact center integration, and security. With its robust feature set, seamless interoperability, and commitment to innovation, Cisco UCM is a top choice for enterprises seeking a reliable and feature-rich solution to power their communication and collaboration needs.
Title: GartnorGroup's review of Cisco Unified Communications Manager (UCM)
Product Overview
Cisco Unified Communications Manager (UCM) is a robust and feature-rich unified communications platform that delivers exceptional performance across a wide range of enterprise communication requirements. The solution's voice and telephony capabilities, scoring 92, are renowned for their reliability, advanced call routing, and seamless integration with Cisco's extensive portfolio of IP phones and endpoints. Cisco UCM's video conferencing functionalities, also scoring 92, provide users with high-quality, immersive collaboration experiences, supporting both room-based and desktop/mobile video solutions.
Voice and Telephony
Cisco UCM's voice and telephony features are a standout, earning a score of 92. The platform offers a comprehensive set of IP-PBX capabilities, including advanced call routing, interactive voice response (IVR), and sophisticated call monitoring and recording functionalities. The solution's SIP trunking and Quality of Service (QoS) management ensure reliable and high-quality voice communications, while its cloud-based phone system offerings provide customers with the flexibility to deploy and scale their telephony infrastructure as needed.
Video Conferencing and Collaboration
Cisco UCM's video conferencing and collaboration capabilities are equally impressive, receiving a score of 92. The platform supports a wide range of web conferencing features, including screen sharing, whiteboarding, and webinars, as well as room-based video conferencing with dedicated hardware endpoints and multi-party video bridges. Its desktop and mobile video solutions, powered by WebRTC, enable seamless collaboration across devices and locations, fostering a more connected and productive workforce.
Contact Center Integration
Cisco UCM excels in contact center integration, earning a score of 92. The platform offers advanced multichannel communication capabilities, seamlessly integrating voice, email, chat, social media, and SMS channels. Its intelligent call routing, based on skills and customer data, ensures optimal resource allocation and first-contact resolution. The solution's real-time analytics and sentiment analysis capabilities enable organizations to enhance customer service and quality management, contributing to an exceptional customer experience.
Security and Compliance
Security and compliance are key strengths of Cisco UCM, with a score of 90. The platform utilizes industry-leading encryption standards, such as Secure Real-time Transport Protocol (SRTP) for media and Transport Layer Security (TLS) for signaling, to ensure the confidentiality and integrity of communications. Its robust authentication and access control mechanisms, including multi-factor authentication and single sign-on, safeguard the platform from unauthorized access. Additionally, the solution provides comprehensive support for regulatory compliance, including HIPAA, FINRA, and GDPR, making it a trusted choice for organizations operating in highly regulated industries.
Administration and Management
Cisco UCM's administration and management capabilities are also noteworthy, receiving a score of 90. The platform offers a centralized, web-based administration portal, enabling IT teams to efficiently provision, configure, and manage user accounts and device profiles. Its policy-based management features and compliance enforcement capabilities ensure that the communication infrastructure aligns with organizational policies and regulatory requirements.