List of Cisco Unified Contact Center Express Customers
Cisco Systems
170 West Tasman Drive,
San Jose, 95134-1706, CA,
United States
San Jose, 95134-1706, CA,
United States
1 408-526-4000
Professional Services
86200
$61.5B
Since 2010, our global team of researchers has been studying Cisco Unified Contact Center Express customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Cisco Unified Contact Center Express for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Cisco Unified Contact Center Express for Call Center include: Airbus, a France based Aerospace and Defense organisation with 56000 employees and revenues of $33.95 billion, ASDA, a United Kingdom based Retail organisation with 150000 employees and revenues of $28.74 billion, Telefonica Spain, a Spain based Communications organisation with 25595 employees and revenues of $13.94 billion, Virgin Media O2 UK, a United Kingdom based Communications organisation with 16000 employees and revenues of $10.68 billion, Sytner Group, a United Kingdom based Automotive organisation with 10630 employees and revenues of $9.63 billion and many others.
Contact us if you need a completed and verified list of companies using Cisco Unified Contact Center Express, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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ACCA (Association of Chartered Certified Accountants) | Non Profit | 1341 | $298M | United Kingdom | Cisco Systems | Cisco Unified Contact Center Express | Call Center | 2017 | n/a |
In 2017 ACCA deployed Cisco Unified Contact Center Express to support Call Center operations for its global membership and student base. The Association of Chartered Certified Accountants serves over 105,000 members and 245,000 students across 160 countries, and operates a main administration, data centre and global call centre in Glasgow that consolidates nearly half of its UK workforce.
The implementation combined a Cisco integrated IP network and telephony platform with Cisco Unified Contact Center Express, delivering centralized call distribution, overflow routing to second tier agents, and IP telephony for extensive inter-office traffic. The solution was configured to capture large volumes of interaction data, creating several million electronic event records potentially with associated scanned images, and to provide real time visibility into call and network performance.
Operational coverage included the Glasgow data centre and ACCA s global call centre, routing inbound member and student enquiries to a 50 strong call centre team with escalation paths for peak demand periods. Network management was centralized under a single vendor model to reduce multi supplier complexity, simplify support contracts and provide consistent service levels to international offices.
Governance and process changes focused on centralising network management and standardizing telephony support workflows, enabling ACCA to anticipate peak periods and manage capacity more effectively. Reported outcomes from the deployment included telephony costs cut by 10 percent every year, effective handling of huge call volume fluctuations, lower inter office call costs through IP routing, and a component based platform to enable future voice and data initiatives.
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Airbus | Aerospace and Defense | 56000 | $34.0B | France | Cisco Systems | Cisco Unified Contact Center Express | Call Center | 2015 | n/a |
In 2015, Airbus deployed Cisco Unified Contact Center Express to support Call Center operations across Airbus Europe. The 2015 rollout was managed through direct pilotage of local technical teams and included coordinated updates across all Airbus divisions to align contact center telephony and support services.
The implementation included infrastructure work that replaced all telephony host machines with Cisco UCS and updated Cisco Call Manager instances across divisions. Functional configuration focused on Call Center capabilities including IVR and voicemail scripting implemented in Cisco Unified Contact Center Express, inbound voice routing and agent desktop integration consistent with enterprise contact center workflows.
Cisco Unified Contact Center Express was integrated into a broader Cisco voice and collaboration architecture, interfacing with Vbrick for internal video on demand and streaming, Cisco Meeting Server for a universal bridge and streaming to Vbrick, and Cisco Expressway to enable Cisco Jabber mobile over the internet and SIP based video conferencing to the public internet. Governance emphasized centralized coordination with local technical teams for rollout sequencing, host refreshes, and Call Manager updates across Airbus sites.
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Allied Irish Bank UK | Banking and Financial Services | 2100 | $560M | United Kingdom | Cisco Systems | Cisco Unified Contact Center Express | Call Center | 2013 | n/a |
In 2013, Allied Irish Bank UK deployed Cisco Unified Contact Center Express as part of a program to consolidate and centralize its Call Center infrastructure. The deployment addressed a 14 million inbound call annual volume and a strategic decision to route branch calls through the contact center, with inbound traffic from 60 percent of branches directed to the contact center and migration expected to complete by end of 2013.
The implementation bundled Cisco Unified Contact Center Express with Cisco Unified Communications Manager for IP telephony and Cisco Unified Customer Voice Portal for self service IVR and queuing. Functional capabilities implemented included automatic call distribution ACD, IVR driven self service, central queuing across multiple sites, virtual contact center creation with screen pop data popping, and cradle to grave reporting across agents.
Integrations were executed with the Cisco Dialer Outbound Option for sales and arrears campaigns, a Cisco certified campaign management application used for list and campaign management, a bespoke agent desktop for interaction tracking and regulatory wrap up codes, and Cisco Real Time Adherence feeding workforce management for real time and historic traffic analysis. Operational coverage consolidated a primary contact center outside Dublin with multiple satellite centers and remote contact points across Ireland and Great Britain, enabling central command and control of call routing and agent placement.
Governance and process changes gave the central analytics team consolidated reporting and the ability to create customer profiles and sales leads, while contact center management gained tools to move agents according to service level demand. Reported outcomes included simplified multi site management, reduced hardware footprint by eliminating multiple PBXs, consistent customer messaging and hold patterns, and improved efficiency through queuing synergies and centralized reporting.
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ASDA | Retail | 150000 | $28.7B | United Kingdom | Cisco Systems | Cisco Unified Contact Center Express | Call Center | 2011 | x |
In 2011 ASDA implemented Cisco Unified Contact Center Express as part of a broader Call Center and enterprise IP telephony programme. The implementation was executed in tandem with an upgrade of Cisco Call Manager from 6.1.x to 8.5 hosted on Cisco UCS infrastructure, aligning contact center routing with the companywide telephony platform.
Cisco Unified Contact Center Express was configured alongside Cisco Unity to provide contact routing, agent queuing, and unified voicemail functionality. The deployment included configuration of UCCX scripting and queue management, and the telephony estate was provisioned for SIP trunk connectivity to PSTN for external termination and scalability targets up to 60,000 endpoints.
The programme extended beyond the central contact center to retail operations, delivering IP telephony to 600 stores, a store IP-DECT cordless solution, and checkout intercom systems. Operational coverage explicitly included Asda and George head offices with around 3,000 users and 26 depots comprising 2,400 end points, consolidating store voice, depot communications, and corporate contact center under the Call Center architecture.
Governance was led through a structured project management approach with responsibility for a programme budget in excess of £20m, covering design build and phased rollout activities. The workstream encompassed system design, procurement, and phased site rollouts, standardising telephony governance and operational processes across stores, depots, and corporate locations.
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Axalta Coating Systems | Oil, Gas and Chemicals | 12800 | $5.3B | United States | Cisco Systems | Cisco Unified Contact Center Express | Call Center | 2015 | n/a |
In 2015 Axalta Coating Systems deployed Cisco Unified Contact Center Express as a core component of its global Call Center voice architecture. The rollout supported a consolidated voice estate serving more than 13,000 end users across 30 plus countries, organized into six Cisco clusters spanning North America, EMEA and APAC.
Cluster-level architecture included multi-version deployments, with 9.x, 10.x and 11.x instances of Cisco Communications Manager, Cisco Unified Contact Center Express, Cisco Unity Connection and Cisco Unified Presence Jabber. Configuration work covered cluster node provisioning, CCX script development for contact center flows, licensing and equipment BOM creation, and technical documentation of logical and physical connectivity.
Operational integrations focused on unifying local PBXs into a centralized structured dial plan, using SIP, H.323 and MGCP voice gateways and native SIP trunking to provision call routing, trunking and gateway interoperability. The Cisco Unified Contact Center Express implementation served contact center routing, IVR and agent desktop presence workflows, and was coordinated closely with regional IT leads to align telephony and contact center operations across sites.
Project governance was led from a Global Voice Architect role, with responsibilities for requirements gathering, developing BOM proposals, negotiating with Cisco and local partners for pricing, overseeing equipment implementation and licensing, documenting Visio diagrams of connectivity, and managing training and site transition activities. Rollout practices emphasized standardized cluster configuration, scripted contact center logic, and documented operational procedures for ongoing maintenance of the Call Center environment.
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Banking and Financial Services | 8000 | $4.5B | United Kingdom | Cisco Systems | Cisco Unified Contact Center Express | Call Center | 2016 | n/a |
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Transportation | 2085 | $452M | United Kingdom | Cisco Systems | Cisco Unified Contact Center Express | Call Center | 2016 | n/a |
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Professional Services | 4959 | $1.8B | United Kingdom | Cisco Systems | Cisco Unified Contact Center Express | Call Center | 2016 | n/a |
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Automotive | 150 | $50M | Ireland | Cisco Systems | Cisco Unified Contact Center Express | Call Center | 2012 | n/a |
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Insurance | 3000 | $3.9B | United Kingdom | Cisco Systems | Cisco Unified Contact Center Express | Call Center | 2016 | n/a |
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Buyer Intent: Companies Evaluating Cisco Unified Contact Center Express
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FAQ - APPS RUN THE WORLD Cisco Unified Contact Center Express Coverage
Cisco Unified Contact Center Express is a Call Center solution from Cisco Systems.
Companies worldwide use Cisco Unified Contact Center Express, from small firms to large enterprises across 21+ industries.
Organizations such as Airbus, ASDA, Telefonica Spain, Virgin Media O2 UK and Sytner Group are recorded users of
Cisco Unified Contact Center Express for Call Center.
Companies using Cisco Unified Contact Center Express are most concentrated in Aerospace and Defense, Retail and Communications, with adoption spanning over 21 industries.
Companies using Cisco Unified Contact Center Express are most concentrated in France, United Kingdom and Spain, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Cisco Unified Contact Center Express across Americas, EMEA, and APAC.
Companies using Cisco Unified Contact Center Express range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 14.81%, large organizations with 1,001-10,000 employees - 48.15%, and global enterprises with 10,000+ employees - 37.04%.
Customers of Cisco Unified Contact Center Express include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Cisco Unified Contact Center Express customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Call Center.