What users are saying about
13 Ratings
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Score 8.1 out of 101
5 Ratings
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Score 7.8 out of 101

Likelihood to Recommend

Aspect Unified IP

If you are a call center looking to take advantage of agents being able to work in both an inbound and outbound capacity at the same time I think Aspect is a no-brainer. There is no CTI connectivity to deal with. It is all 100% seamless between all call types (inbound, dialer, manual). The tools are very intuitive, and the backend reporting tables are easy to use/query. If you are a smaller inbound only shop or even a small blend shop this product might be cost-prohibitive especially if it is an on-premise solution. In those cases, their cloud-based solution might make the most sense.
Joseph Burda profile photo

Nextiva Call Center

Nextiva is well suited for monitoring day-to-day employee performance; it accurately tracks who's signed in and for how long; it shows how many breaks are taken (and the numerous reasons why); it shows how long users stay on "unavailable" and also gives weekly breakdowns to make sure employees are in line with company performance metrics.
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Feature Rating Comparison

Contact Center Software

Aspect Unified IP
9.0
Nextiva Call Center
Agent dashboard
Aspect Unified IP
8.5
Nextiva Call Center
Validate callers
Aspect Unified IP
9.0
Nextiva Call Center
Outbound response
Aspect Unified IP
9.0
Nextiva Call Center
Call forwarding
Aspect Unified IP
9.0
Nextiva Call Center
Click-to-call (CTC)
Aspect Unified IP
9.5
Nextiva Call Center
Warm transfer
Aspect Unified IP
9.0
Nextiva Call Center
Predictive dialing
Aspect Unified IP
9.5
Nextiva Call Center
Interactive voice response
Aspect Unified IP
9.0
Nextiva Call Center
REST APIs
Aspect Unified IP
9.0
Nextiva Call Center
Call scripts
Aspect Unified IP
9.0
Nextiva Call Center
Call tracking
Aspect Unified IP
9.5
Nextiva Call Center
Multichannel integration
Aspect Unified IP
8.0
Nextiva Call Center
CRM software integration
Aspect Unified IP
8.5
Nextiva Call Center

Workforce Optimization (WFO)

Aspect Unified IP
8.5
Nextiva Call Center
Inbound call routing
Aspect Unified IP
9.0
Nextiva Call Center
Omnichannel inbound routing
Aspect Unified IP
8.0
Nextiva Call Center
Recording
Aspect Unified IP
9.5
Nextiva Call Center
Quality management
Aspect Unified IP
9.0
Nextiva Call Center
Call analytics
Aspect Unified IP
8.5
Nextiva Call Center
Historical reporting
Aspect Unified IP
7.5
Nextiva Call Center
Live reporting
Aspect Unified IP
7.5
Nextiva Call Center
Customer surveys
Aspect Unified IP
8.5
Nextiva Call Center
Customer interaction analytics
Aspect Unified IP
9.0
Nextiva Call Center

Pros

Aspect Unified IP

  • When I administer and support this software for a few months, I can comment that, without a doubt, it is good software to start a call center with.
  • The main thing is to indicate that the software can be configured to have high availability with several servers that will help keep the service active.
  • You can count on several telephone lines that will be centralized in the appearance system.
  • The big advantage is that you have call recording and live video, you can also locate the video recordings of all the calls.
Jose Raul Faria profile photo

Nextiva Call Center

  • Call recordings are crystal clear
  • Voice messages with transcriptions have increased our response rate and the time it takes to clear out messages
  • User tracking helps us accurately measure availability and overall weekly performance.
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Cons

Aspect Unified IP

  • It needs build-in seamlessness of Channel - Omni channel is still not available
  • Aspect services are costly
  • Need to add AIML in Aspect
Bhosale Deepak profile photo

Nextiva Call Center

  • The admin portal is cumbersome to use and times out too frequently.
  • The lack of an SMS feature hinders our ability to communicate as effectively as we'd like with our clientele.
  • The click-to-call feature inside of our CRM is finicky and often needs resetting.
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Alternatives Considered

Aspect Unified IP

I have not spent any time recently doing a detailed analysis of other vendors to comfortably answer this question. I will say that the last time I checked, the ability to have all 3 call types (inbound,outbound,and manual) managed in one convenient seamless platform was not available which is very important to me.
Joseph Burda profile photo

Nextiva Call Center

Nextiva is pretty much evenly matched against RingCentral and their phone system; the call quality and voice mail transcription are on par. However, Nextiva's admin portal is more cumbersome to use by comparison and the lack of an SMS feature is a definite drawback considering the communication habits of most people in 2018.
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Return on Investment

Aspect Unified IP

  • My financial control has been much more controlled.
  • I identify in my indicators everything that has changed before and after having the service.
  • The results obtained can be appreciated just by checking my profits.
  • The objectives set according to this application and the annual cost is being adequate.
Jose Raul Faria profile photo

Nextiva Call Center

  • Nextiva has increased our employee phone coverage and availability by 27%
No photo available

Pricing Details

Aspect Unified IP

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Nextiva Call Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

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