What users are saying about
24 Ratings
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Score 8.4 out of 100
9 Ratings
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Score 8.3 out of 100

Likelihood to Recommend

Webex Contact Center

Cisco Webex Contact Center is a cloud solution available almost everywhere around the globe. It relies on a solid and secure architecture (like every other Cisco product). It can be used for basic/modest/voice only contact center needs and also in very complex, multi-site, omnichannel, outbound, WFM, environments. Cisco also offers bundled PSTN (only in US/CAN for now but expending).
Anonymous | TrustRadius Reviewer

Nextiva VoIP Call Center

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.
Arnie Francisco | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Webex Contact Center
8.3
Nextiva VoIP Call Center
10.0
Agent dashboard
Webex Contact Center
7.7
Nextiva VoIP Call Center
10.0
Validate callers
Webex Contact Center
8.9
Nextiva VoIP Call Center
10.0
Outbound response
Webex Contact Center
8.8
Nextiva VoIP Call Center
10.0
Call forwarding
Webex Contact Center
9.1
Nextiva VoIP Call Center
10.0
Click-to-call (CTC)
Webex Contact Center
8.8
Nextiva VoIP Call Center
10.0
Warm transfer
Webex Contact Center
7.7
Nextiva VoIP Call Center
10.0
Predictive dialing
Webex Contact Center
8.3
Nextiva VoIP Call Center
10.0
Interactive voice response
Webex Contact Center
9.1
Nextiva VoIP Call Center
10.0
REST APIs
Webex Contact Center
9.1
Nextiva VoIP Call Center
10.0
Call scripts
Webex Contact Center
7.3
Nextiva VoIP Call Center
10.0
Call tracking
Webex Contact Center
7.9
Nextiva VoIP Call Center
10.0
Multichannel integration
Webex Contact Center
7.7
Nextiva VoIP Call Center
10.0
CRM software integration
Webex Contact Center
7.9
Nextiva VoIP Call Center
10.0

Workforce Optimization (WFO)

Webex Contact Center
8.6
Nextiva VoIP Call Center
10.0
Inbound call routing
Webex Contact Center
9.1
Nextiva VoIP Call Center
10.0
Omnichannel inbound routing
Webex Contact Center
8.5
Nextiva VoIP Call Center
10.0
Recording
Webex Contact Center
7.5
Nextiva VoIP Call Center
10.0
Quality management
Webex Contact Center
9.1
Nextiva VoIP Call Center
10.0
Call analytics
Webex Contact Center
7.7
Nextiva VoIP Call Center
10.0
Historical reporting
Webex Contact Center
7.9
Nextiva VoIP Call Center
10.0
Live reporting
Webex Contact Center
9.1
Nextiva VoIP Call Center
10.0
Customer surveys
Webex Contact Center
9.1
Nextiva VoIP Call Center
10.0
Customer interaction analytics
Webex Contact Center
9.1
Nextiva VoIP Call Center
10.0

Pros

Webex Contact Center

  • Cloud collaboration and analytics reporting for calls
  • Easier and better agent interface and call-recording solution in cloud
  • Porting of customer inbound toll-free
Anonymous | TrustRadius Reviewer

Nextiva VoIP Call Center

  • 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.
Anonymous | TrustRadius Reviewer

Cons

Webex Contact Center

  • I have no issues with the software. It has really been helpful and provides all the tools we need to consistently deliver delightful customer experiences
Duane Thompson | TrustRadius Reviewer

Nextiva VoIP Call Center

  • 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.
Arnie Francisco | TrustRadius Reviewer

Support Rating

Webex Contact Center

No score
No answers yet
No answers on this topic

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

Webex Contact Center

Hindsight is 20/20, and I think we should have probably gone to Five9.
Randall Crumm | 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

Return on Investment

Webex Contact Center

  • No OPEX at all except professional services, phones and/or headsets (when required).
  • For seasonal peaks, agent licenses can be billed as overage instead of committing for more licenses.
Anonymous | TrustRadius Reviewer

Nextiva VoIP Call Center

  • Nextiva has increased our employee phone coverage and availability by 27%
Anonymous | TrustRadius Reviewer

Pricing Details

Webex Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Webex Contact Center Editions & Modules

Additional Pricing Details

Nextiva VoIP Call Center

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
  1. per user per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Webex Contact Center
7.4
Nextiva VoIP Call Center
10.0

Support Rating

Webex Contact Center
Nextiva VoIP Call Center
10.0

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