Cisco Business Edition 6000 (discontinued) vs. FluentCloud

Cisco Business Edition 6000 (BE6000) is well suited on small and medium sites that need entry-level voice and IP telephony capabilities, together
with powerful, easy-to-use collaboration tools. However , if a single user interface or VMware servers are deal breakers for you, I suggest another call system will likely be a better fit.

I have tried a few programs over the years to record and track calls and this one is by far the best. Easy to use and more functions than I will ever use. I love the reporting options. There was one particular scenario that comes to mind where I was glad to have FluentCloud. I had a client that was really really angry, cussing, yelling, threatening suit, etc. because he had gone to an appointment almost 2 hours away and when he got there the woman told him that we forced her to schedule the appointment, that we were pushy and rude and she just wanted to get off the phone. Thankfully I found the recording and was able to prove to him that she DID schedule the appointment but she also picked the day and time, answered all of the questions and took absolutely no persuasion at all. Basically it was an easy close. The client couldn't believe it and still to this day he is my client.

Incentivized

• Smarter and more economical telephone system.
• Deployed on a Cisco UCS server.
• Easy and centralized management.
• Unified communications with chat, voice and video for all users.
• Telephone support in Portuguese with Cisco.

Incentivized

• Allows us to record thousands of calls per day. As far as I know there is no cap, at least we haven't hit it yet.
• I really like that I can pull reports/recordings several different ways. I can search by caller name/extension, or by phone number, or by date and time of the call, etc. Very easy to use dashboard.
• I also like that we can set security options to where certain people might have more access than others. We have it set up so that the caller can only access and see his/her own calls, but the trainers can see themselves and their team, and then higher management has access to all calls in or out.
• FluentCloud is super easy to use, absolutely does everything we need it to.

Incentivized

• Include tools for inter-cluster migration, currently these are provided by 3rd parties
• Improve the software upgrade process by automating the pre-upgrade and post-upgrade checks

Incentivized

• The whisper coach and other trainer features are a bit frustrating as the caller has to be on a current call to connect and each monitoring session only lasts for the length of that one call. An improvement could be made to allow a trainer to continue piggybacking on the monitored extension, so they can listen to a trainee for as long as they choose.
• The recording system has had some hiccups recently where the recording quality is so bad as to be unusable. They have fixed this issue a few times, hopefully it doesn't pop back up. Along the same lines we have had a few occurrences where recordings we not available to review until 4 or 5 hours after the cal.

Incentivized

Happy with Cisco Business Edition 6000 (BE6000); works great for us and costs to maintain it are well in hand. it also fits our current and future requirements going forward.

Incentivized

At this time there our research has found that feature for feature there isn't a better solution for our needs at this cost point. We have had great success and don't foresee a need to change

Incentivized

BE6K [is] not just a bare metal server ,it is [a] complete solution with its own management tools.

Incentivized

Overall, the product provides excellent value for money. Our employees may interact at the same time on the Cisco Business Edition 6000 without disrupting the conversation. We have a significant number of employees that perform the same thing with calls, texting, and presence, and none of them have an issue.

Incentivized

Both Mitel and [Cisco Business Edition 6000 (BE6000)] allow the benefit of virtualization. If desired you could have an entirely virtual system. Cisco handles the virtualization a little better, however Mitel MiCollab is easier to integrate presence and calls. Cisco underlying architecture seems to be a little more stable, Mitel seems to be a little more user friendly. There are pros and cons and both are good solutions.

Incentivized

I have used others besides what is listed below but FluentCloud is by far the best I have used, especially when it comes to tracking and reporting call volume and production of our calls. Being a call center that is production based on call volume having something like FluentCloud is essential.

Incentivized

• Been easy to scale as our business has grown and from acquisitions
• Been pretty easy to maintain the software and upgrade it over its lifetime to date
• Software and license renewals are pretty straight forward
• Adding newer model hardware to the system is pretty straight forward

Incentivized

• I am not part of the finance department. But I would say that it has more than paid for itself.

Incentivized