Cisco Unified Contact Center vs. Nextiva Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Unified Contact Center
Score 8.4 out of 10
N/A
Cisco Unified Contact Center is a contact center platform that can support up to 24,000 agents. It supports call routing, omnichannel integrations, and a management portal for creating customer profiles, segmentation, and resource monitoring.N/A
Nextiva Contact Center
Score 8.9 out of 10
N/A
Nextiva headquartered in Scottsdale, Arizona offers the Nextiva VoIP Call Center solution in two editions, Pro and Enterprise. It also features support for contact centers, allowing clients to manage customer service over multiple channels. Both plans feature unlimited call queues and intelligent call distribution.
$129
per month per user
Pricing
Cisco Unified Contact CenterNextiva Contact Center
Editions & Modules
No answers on this topic
Essential
$129
per month per seat
Professional
$159
per month per seat
Premium
$199
per month per seat
Offerings
Pricing Offerings
Cisco Unified Contact CenterNextiva Contact Center
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeOptional
Additional DetailsMust contact sales team for pricing.
More Pricing Information
Community Pulse
Cisco Unified Contact CenterNextiva Contact Center
Considered Both Products
Cisco Unified Contact Center
Chose Cisco Unified Contact Center
The Enterprise Contact Center application features and flexibility is on par with these other providers and is tightly integrated with Cisco UCM.
Nextiva Contact Center

No answer on this topic

Top Pros
Top Cons
Features
Cisco Unified Contact CenterNextiva Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Unified Contact Center
9.4
39 Ratings
11% above category average
Nextiva Contact Center
9.0
23 Ratings
7% above category average
Agent dashboard9.439 Ratings8.523 Ratings
Validate callers9.435 Ratings9.022 Ratings
Outbound response9.335 Ratings9.421 Ratings
Call forwarding9.536 Ratings9.022 Ratings
Click-to-call (CTC)9.530 Ratings8.817 Ratings
Warm transfer9.634 Ratings9.322 Ratings
Predictive dialing9.626 Ratings8.414 Ratings
Interactive voice response9.533 Ratings8.416 Ratings
REST APIs9.529 Ratings9.010 Ratings
Call scripts9.434 Ratings9.311 Ratings
Call tracking9.337 Ratings9.720 Ratings
Multichannel integration9.529 Ratings9.312 Ratings
CRM software integration9.229 Ratings8.913 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Cisco Unified Contact Center
9.3
40 Ratings
12% above category average
Nextiva Contact Center
9.1
23 Ratings
9% above category average
Inbound call routing9.637 Ratings9.422 Ratings
Omnichannel inbound routing9.529 Ratings9.218 Ratings
Recording8.834 Ratings9.120 Ratings
Quality management9.635 Ratings8.921 Ratings
Call analytics9.736 Ratings9.221 Ratings
Historical reporting9.438 Ratings9.123 Ratings
Live reporting9.538 Ratings8.620 Ratings
Customer surveys8.927 Ratings9.512 Ratings
Customer interaction analytics8.929 Ratings9.014 Ratings
Best Alternatives
Cisco Unified Contact CenterNextiva Contact Center
Small Businesses
CloudTalk
CloudTalk
Score 9.7 out of 10
CloudTalk
CloudTalk
Score 9.7 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.7 out of 10
CloudTalk
CloudTalk
Score 9.7 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cisco Unified Contact CenterNextiva Contact Center
Likelihood to Recommend
9.3
(48 ratings)
9.0
(24 ratings)
Likelihood to Renew
9.1
(5 ratings)
10.0
(1 ratings)
Usability
8.3
(7 ratings)
-
(0 ratings)
Support Rating
7.5
(15 ratings)
10.0
(1 ratings)
Contract Terms and Pricing Model
8.0
(2 ratings)
-
(0 ratings)
Professional Services
8.0
(1 ratings)
-
(0 ratings)
User Testimonials
Cisco Unified Contact CenterNextiva Contact Center
Likelihood to Recommend
Cisco
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.
Read full review
Nextiva
Nextiva Contact Center is well suited for businesses that need to support a Call Center. They have functionality that greatly helps reach the desired outcome backed by a support team that can understand the business use case and apply it to the proper configuration one desires.
Read full review
Pros
Cisco
  • 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.
Read full review
Nextiva
  • easier to get in contact with our bosses
  • I can rapidly call my carrier at anytime.
  • I can easily see my contacts.
Read full review
Cons
Cisco
  • 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.
Read full review
Nextiva
  • I'd like to be able block numbers globally through the web portal rather than having it done through tech support.
  • Mobile app sometimes continues to ring even though the call has been picked up via the desktop app or physical phone.
Read full review
Likelihood to Renew
Cisco
if it is up to me I would maintain its use. I was not able to make those decisions previously.
Read full review
Nextiva
Service has been exemplary and we are happy with the voice quality and connectivity
Read full review
Usability
Cisco
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.
Read full review
Nextiva
No answers on this topic
Support Rating
Cisco
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.
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Nextiva
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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Alternatives Considered
Cisco
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.
Read full review
Nextiva
We had a lot of trouble with previous provider, we were loosing calls and eventually loosing business and business opportunities. Our customers and prospects always had a complaint that our numbers are either silent or are not being answered. On the other hand, we had almost no visibility of what we are missing
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Contract Terms and Pricing Model
Cisco
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.
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Nextiva
No answers on this topic
Professional Services
Cisco
Scripting not supported
Read full review
Nextiva
No answers on this topic
Return on Investment
Cisco
  • A smoother route to helping end users with critical needs
  • With quick assist while on hold, less calls come into the pool while agents have the ability to assist more critical needs
  • The ability to work remotely during an extreme event assisting end users
Read full review
Nextiva
  • With Nextiva VoIP Call Center, we don't need receptionist on call all the time... that is good
  • we receive a lot of complains of people calling and no one answering, but when we check the call history there is no trail of the incoming call... that is bad...
Read full review
ScreenShots