What users are saying about
Cisco Unified Contact Center
<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
Top Rated
110 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.1 out of 100
Based on 110 reviews and ratings
11 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.2 out of 100
Based on 11 reviews and ratings
Feature Set Ratings
- Nextiva VoIP Call Center ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)
Contact Center Software
8.4
Cisco Unified Contact Center
84%
9.3
Nextiva VoIP Call Center
93%
Nextiva VoIP Call Center ranks higher in 13/13 features
Nextiva VoIP Call Center ranks higher in 13/13 features
Agent dashboard
8.5
85%
35 Ratings
9.0
90%
3 Ratings
Validate callers
8.7
87%
31 Ratings
10.0
100%
3 Ratings
Outbound response
8.2
82%
31 Ratings
9.5
95%
3 Ratings
Call forwarding
8.5
85%
33 Ratings
9.0
90%
3 Ratings
Click-to-call (CTC)
8.4
84%
26 Ratings
8.6
86%
3 Ratings
Warm transfer
8.6
86%
30 Ratings
9.5
95%
3 Ratings
Predictive dialing
8.3
83%
22 Ratings
10.0
100%
2 Ratings
Interactive voice response
8.6
86%
29 Ratings
10.0
100%
2 Ratings
REST APIs
8.4
84%
25 Ratings
9.1
91%
2 Ratings
Call scripts
8.5
85%
30 Ratings
9.1
91%
2 Ratings
Call tracking
8.4
84%
33 Ratings
8.6
86%
3 Ratings
Multichannel integration
8.4
84%
25 Ratings
10.0
100%
2 Ratings
CRM software integration
7.7
77%
25 Ratings
9.1
91%
2 Ratings
Workforce Optimization (WFO)
8.4
Cisco Unified Contact Center
84%
9.5
Nextiva VoIP Call Center
95%
Nextiva VoIP Call Center ranks higher in 9/9 features
Nextiva VoIP Call Center ranks higher in 9/9 features
Inbound call routing
8.9
89%
33 Ratings
9.5
95%
3 Ratings
Omnichannel inbound routing
8.5
85%
25 Ratings
10.0
100%
2 Ratings
Recording
8.7
87%
32 Ratings
9.0
90%
3 Ratings
Quality management
8.5
85%
31 Ratings
9.0
90%
3 Ratings
Call analytics
8.3
83%
32 Ratings
9.0
90%
3 Ratings
Historical reporting
8.1
81%
34 Ratings
10.0
100%
3 Ratings
Live reporting
8.2
82%
34 Ratings
10.0
100%
3 Ratings
Customer surveys
8.2
82%
25 Ratings
9.1
91%
2 Ratings
Customer interaction analytics
8.6
86%
27 Ratings
10.0
100%
2 Ratings
Attribute Ratings
- Nextiva VoIP Call Center is rated higher in 2 areas: Likelihood to Recommend, Support Rating
Likelihood to Recommend
7.8
Cisco Unified Contact Center
78%
43 Ratings
8.1
Nextiva VoIP Call Center
81%
4 Ratings
Likelihood to Renew
9.1
Cisco Unified Contact Center
91%
5 Ratings
Nextiva VoIP Call Center
N/A
0 Ratings
Usability
8.3
Cisco Unified Contact Center
83%
7 Ratings
Nextiva VoIP Call Center
N/A
0 Ratings
Support Rating
7.5
Cisco Unified Contact Center
75%
18 Ratings
10.0
Nextiva VoIP Call Center
100%
1 Rating
Contract Terms and Pricing Model
8.0
Cisco Unified Contact Center
80%
2 Ratings
Nextiva VoIP Call Center
N/A
0 Ratings
Professional Services
8.0
Cisco Unified Contact Center
80%
1 Rating
Nextiva VoIP Call Center
N/A
0 Ratings
Likelihood to Recommend
Cisco Unified Contact Center
I would recommend it to other people in my contact and business circle, but if I recommend it to someone who has certain difficulties in accessing some tools within Cisco, he may have great difficulty in getting help because of the support that is lacking in most of the times.
Técnico de Prevenção a Fraude
FISDesign, 1001-5000 employees
Nextiva VoIP Call Center
Overall I believe Nextiva VoIP Call Center is a solid cloud PBX solution compared to some of the others out there. The cost is similar to most of their competitors but can get pricey depending on all features needed for your companies' operation. Very user-friendly for both basic and admin users with its clean GUI system. The only downside is that even as an admin, some things require support's assistance, and may take a while since their response time isn't the greatest in my opinion.
Telecommunications Engineer
Insight GlobalHospital & Health Care, 501-1000 employees
Pros
Cisco Unified Contact Center
- Provides you with a solid routing engine that was built to handle Service Provider level throughput - if you need stability and a work horse this is the platform for you.
- The core features on the whole are good, but where UCCE is very good is the eco-system of Solutions Plus partner integrations that expand on the core capabilities with the market leaders in areas such as WFO, Campaign Management, Biometrics and Natural Language.
- The investment Cisco makes in the CC space means they are always improving the platform features, scale and reliability.

Verified User
Professional in Information Technology
Telecommunications Company, 10,001+ employeesNextiva VoIP Call Center
- Accommodating customer hotline.
- Lower rate.
- User friendly recording portal.
CRM Administrator
Change3 EnterprisesMarketing & Advertising, 11-50 employees
Cons
Cisco Unified Contact Center
- After 25+ years, the product still requires experienced and highly skilled engineers to deploy the product properly per Cisco Best Practice guidelines.
- Third-party integrations are also very cumbersome and require highly skilled and experienced engineers and significant time and financial investment to deploy.
- Upgrading the product is cumbersome and requires Cisco ATP or Cisco AS which is time consuming and very expensive.
Services Team Lead - Technical Services
NTT Ltd.Information Technology and Services, 10,001+ employees
Nextiva VoIP 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.

Verified User
Account Manager in Other
Construction Company, 51-200 employeesPricing Details
Cisco Unified Contact Center
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Cisco Unified Contact Center Editions & Modules
—
Additional Pricing Details
Must contact sales team for pricing.Nextiva VoIP Call Center
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$50 per user per month
Nextiva VoIP Call Center Editions & Modules
Edition
Pro | $501 |
---|---|
Enterprise | $1001 |
- per user per month
Additional Pricing Details
—Likelihood to Renew
Cisco Unified Contact Center
Cisco Unified Contact Center 9.1
Based on 5 answers
if it is up to me I would maintain its use. I was not able to make those decisions previously.

Verified User
Technician in Information Technology
Insurance Company, 201-500 employeesNextiva VoIP Call Center
No score
No answers yet
No answers on this topic
Usability
Cisco Unified Contact Center
Cisco Unified Contact Center 8.3
Based on 7 answers
To be honest, there are tools better than Cisco Unified Contact Center
because it largely depends on third party integrations with better
alternatives available now a days. However, Cisco Unified Contact Center has its own standards in terms of user experience and client satisfactions which serves every customers with a flawless experience.
because it largely depends on third party integrations with better
alternatives available now a days. However, Cisco Unified Contact Center has its own standards in terms of user experience and client satisfactions which serves every customers with a flawless experience.
Full Stack Engineer
CensusComputer Games, 501-1000 employees
Nextiva VoIP Call Center
No score
No answers yet
No answers on this topic
Support Rating
Cisco Unified Contact Center
Cisco Unified Contact Center 7.5
Based on 18 answers
Cisco Unified Contact center is a very smart & reliable solution to go for. Its active-active sight base architecture and [customizable] features really help to deliver efficient customer service, enhanced next-gen experience, and uninterrupted operations. I believe every [organization] should opt for it if required.

Verified User
Engineer in Engineering
Information Technology & Services Company, 51-200 employeesNextiva VoIP Call Center
Nextiva VoIP Call Center 10.0
Based on 1 answer
They are very nice, friendly and you can really feel their willingness to help. They are proactive in finding out potential issue and they sometimes extend their service by calling me and making sure I'm still happy with the service. They have Live Chat support, email, and hotline that you can use to connect to them.
CRM Administrator
Change3 EnterprisesMarketing & Advertising, 11-50 employees
Alternatives Considered
Cisco Unified Contact Center
Similar I guess, however, I feel like Avaya was more suited for a contact center and allowed for all information to be in one place. The QA Forms were more flexible and easy to review. Predicative analysis was available to assist with scheduling and staffing. It was easier to manipulate and implement- I didn't need to go through 3 different parties to make a simply modification.
Customer Operations Manager
Berxi- Berkshire Hathaway Specialty InsuranceInsurance, 1-10 employees
Nextiva VoIP 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.

Verified User
Account Manager in Other
Construction Company, 51-200 employeesContract Terms and Pricing Model
Cisco Unified Contact Center
Cisco Unified Contact Center 8.0
Based on 2 answers
Licenses are very expensive. The customer has to buy IP telephony or Unified Communication and Collaboration Licenses and for Contact Center Solution licenses separately. There must be a price tone down as the competition is really high. New customers are willing to go for cloud-based solutions [that] are cheaper and easy to deploy.

Verified User
Consultant in Engineering
Information Technology & Services Company, 10,001+ employeesNextiva VoIP Call Center
No score
No answers yet
No answers on this topic
Professional Services
Cisco Unified Contact Center
Cisco Unified Contact Center 8.0
Based on 1 answer
Scripting not supported

Verified User
Consultant in Engineering
Information Technology & Services Company, 10,001+ employeesNextiva VoIP Call Center
No score
No answers yet
No answers on this topic
Return on Investment
Cisco Unified Contact Center
- Simplifications in the suite are needed because we faced hard times with its implementation.
- The product is price worthy when comparing it with what it really provides and offers.
- Helps large-size organizations/businesses provide a good customer experience that complies with their complex business requirements.
Senior Genesys System Engineer
IST NetworksInformation Technology & Services, 201-500 employees
Nextiva VoIP Call Center
- Set up in over 5 locations nationwide.
- 300+ users with 75% working remotely.
- Looking at adding addition 100+ users in the near future due to demand.
Telecommunications Engineer
Insight GlobalHospital & Health Care, 501-1000 employees