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Top Rated
110 Ratings

Cisco Unified Contact Center

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Top Rated
110 Ratings
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Score 8.1 out of 100
11 Ratings
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Score 8.2 out of 100

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

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

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.
Gustavo Alves | TrustRadius Reviewer

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.
ANTOINE FOREMAN | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Nextiva VoIP Call Center

  • Accommodating customer hotline.
  • Lower rate.
  • User friendly recording portal.
Arnie Francisco | TrustRadius Reviewer

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.
James Riley | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Pricing 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
  1. 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.
Anonymous | TrustRadius Reviewer

Nextiva 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.
Pratham Radadiya | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Nextiva 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.
Arnie Francisco | TrustRadius Reviewer

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.
Alyson Sherlock | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Contract 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.
Anonymous | TrustRadius Reviewer

Nextiva 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
Anonymous | TrustRadius Reviewer

Nextiva 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.
Mostafa Awad | TrustRadius Reviewer

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.
ANTOINE FOREMAN | TrustRadius Reviewer

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