What users are saying about
9 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.7 out of 101
3 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow'>trScore algorithm: Learn more.</a>
Score 7.7 out of 101

Add comparison

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.
No photo available

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

  • Integrates inbound and outbound call routing in one platform, allowing agents to work in a seamless blend mode between all call types (inbound, predictive, manual).
  • Allows you to associate an account number with every agent phone call, the call type, and the reccording ID giving you the critical datapoints necessary to research, put together a customers experience from a telephony perspective, etc.
  • Create agent templates to streamline agent setup reducing the potential for admins to configure an agent incorrectly, placing them in services they aren't skilled for and vice versa.
Joseph Burda profile photo
  • 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.
No photo available

Cons

  • The reports are very basic.
  • There may be a broader reporting line, perhaps with more detailed records.
Jose Raul Faria profile photo
  • 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.
No photo available

Alternatives Considered

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 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.
No photo available

Return on Investment

  • As stated before, we have been using UIP for over a decade now. Prior to this tool we had agents logging into Avaya for inbound, and using CTI fuctionality to bounce the agent back and forth between inbound and any predictive campaigns. By moving to Aspect it allowed us to streamline that process, reduce agent downtime, lost efficiency, while at the same time consolidationg all of our call center telephony data into one central location allowing us to easily track a customers telephony experience over any period of time.
  • The only negative impact is due to the upgrade schedule that has made for some interesting challenges forcing us to utilize IT resources that could have been used on more critical corporate projects. These upgrades might not be as big of a deal for any company out there that does not have a lot of integration with Aspect such as custom reporting, data loads, API hooks, etc.
Joseph Burda profile photo
  • 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
Additional Pricing Details

Nextiva Call Center

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