Cisco Unified Contact Center vs Nextiva VoIP Call Center

Likelihood to Recommend

Large and complex customer environments where the call flows integrate with multiple back-end systems within a customer's Data Center are a good fit for UCCE. It also caters well for customers with a widely distributed workforce that are connected via good networking links or have remote workers. Small contact centers with simplistic call flows and no future need for complexity like Biometrics and the like would do better from choosing a contact center such as Contact Centre Express or Webex CC as an example.

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Verified User

Professional in Information Technology

Telecommunications Company, 10,001+ employees

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Their system is suited when the nature of your business requires to make outbound calls to a lot of businesses or offices or even consumers. If you are looking to start a homebased project especially in our situation right now (pandemic), I strongly suggest using Nextiva as your service provider. Again, I don't think there's a perfect CRM solution that will match exactly how you operate your business but this is close to perfection and also good to your budget.

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Arnie Francisco

CRM Administrator

Change3 EnterprisesMarketing & Advertising, 11-50 employees

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Feature Rating Comparison

Cisco Unified Contact Center

Nextiva VoIP Call Center

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Cisco Unified Contact Center

Nextiva VoIP Call Center

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

Provides a great cradle-to-grave reporting capability of a customer journey through the Customer Contact Center.
Integrations with numerous third-party vendors providing the end-user several choices in vendors offering similar offerings.
The User community is vast, yet tight knit and collaborative spirited.
Documentation set is vast
Reliable once installed correctly and patched regularly.

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James Riley

Services Team Lead - Technical Services

NTT Ltd.Information Technology and Services, 10,001+ employees

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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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Verified User

Account Manager in Other

Construction Company, 51-200 employees

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Cons

The Enterprise version Cisco Unified Contact Center has a lot of sunk cost involved and harder to support due to the expertise involved.
Licensing and ongoing support is also a huge undertaking. Licensing is hard to understand for Cisco in general. When you have created a certification for understanding Cisco Licensing maybe that is a hint to simplify your licensing instead.
The Express Unified Contact Center version is getting outdated and has capacity limitations. The Enterprise version is a huge undertaking to implement and get approved cost wise.

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Verified User

Engineer in Information Technology

Government Administration Company, 501-1000 employees

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Whenever you log in to their recording portal, it always takes a while before it loads up to their default page. I'm not quite sure if this is because of the volume of recorded calls or something else.
In their recording portal, sometimes you thought the call was not recorded but only to find out that you would sometimes need to add a plus sign and 1 in the beginning of the 10 digit phone number where normally you wouldn't need it.
When you download a recording, I would've wanted to see the recording file downloaded and not a zip folder that I have to still extract the recording file from. I know it is possible to just download the file because that's what I appreciate in downloading a recording to a competitor CMV.

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Arnie Francisco

CRM Administrator

Change3 EnterprisesMarketing & Advertising, 11-50 employees

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Likelihood to Renew

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.

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Verified User

Technician in Information Technology

Insurance Company, 201-500 employees

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No score

No answers yet

No answers on this topic

Usability

Cisco Unified Contact Center 7.3

Based on 1 answer

Once set up and working it is a solid platform but it does take quite a bit of up front effort from a team of knowledgeable technical staff. The script editor and management tools are pretty intuitive and the Web Reskilling tool allows agents to be re-skilled on the fly so that is useful. The MIS tool is okay, but if you really want a good MI presentation layer then you need to invest in an add-on.

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Verified User

Professional in Information Technology

Telecommunications Company, 10,001+ employees

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No score

No answers yet

No answers on this topic

Support Rating

Cisco Unified Contact Center 7.8

Based on 11 answers

For call centers that don't mind a little manual work and do not want integration to other products, this solution is great! Lots of data is available and the management of call center agents is easily done with the Cisco Unified Contact Center application.

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Verified User

Director in Customer Service

Retail Company, 10,001+ employees

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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.

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Arnie Francisco

CRM Administrator

Change3 EnterprisesMarketing & Advertising, 11-50 employees

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Alternatives Considered

Unified Contact Center proved itself best with end user requirement and also best for integration perspective where we can easily mitigate complex call flow requirements.Technically it is best to understand if our terminology is clear or protocol level knowledge is perfect.Also, if we aim to integrate third party vendors for call recording, call quality management, display, historical reporting it is the best one.

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Verified User

Engineer in Customer Service

Telecommunications Company, 5001-10,000 employees

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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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Verified User

Account Manager in Other

Construction Company, 51-200 employees

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Return on Investment

I consider that the quality of service and functions are necessary for those who need an agent service.
The reporting and analysis of calls with customers help improve the satisfaction of the help provided.
Customers are satisfied with all the tools. The platform is complete.

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Arturo Lopez

Ingeniero

Intelligent Networks For Critical BusinessComputer Networking, 51-200 employees

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Nextiva has increased our employee phone coverage and availability by 27%

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Verified User

Account Manager in Other

Construction Company, 51-200 employees

View all 2 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Cisco Unified Contact Center Editions & Modules

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Additional Pricing Details

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General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Nextiva VoIP Call Center Editions & Modules

Edition

Pro	$50¹
Enterprise	$100¹

per user per month

Additional Pricing Details

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Rating Summary

Cisco Unified Contact Center

Nextiva VoIP Call Center

Cisco Unified Contact Center

Nextiva VoIP Call Center

Cisco Unified Contact Center

Nextiva VoIP Call Center

Cisco Unified Contact Center

Nextiva VoIP Call Center

Likelihood to Recommend