Cisco Unified Contact Center vs Nextiva VoIP Call 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.

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• Accommodating customer hotline.
• Lower rate.
• User friendly recording portal.

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• 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.

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• 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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• 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.

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• 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.

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