Nextiva Inc

Nextiva Contact Center

8.4 /10

What is Nextiva Contact Center?

Integrated with Nextiva Phone System and the latest generative AI technology, Nextiva Contact Center enables organizations to engage with customers across channels and gives agents the nimble collaboration tools they need to increase first call resolution and improve customer satisfaction.

Company Details

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Nextiva Contact Center Ratings

Real user data aggregated to summarize the product performance and customer experience.

95 Likeliness to Recommend

100 Plan to Renew

88 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

+92 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Nextiva Contact Center?

0% Negative

0% Neutral

100% Positive

Pros

Helps Innovate
Enables Productivity
Trustworthy
Efficient Service

Feature Ratings

Average 90

Multi Channel Queue Management

Skills Based Routing

Workforce Management

Contact Center Compliance Management

Contact Center Analytics

Screen Prompts

Call Scripting and Call Flow Management

Knowledge Management

Multi Channel Intake Integration

Ticket Management

Call Recording

Vendor Capability Ratings

Average 90

Ease of Implementation

Product Strategy and Rate of Improvement

Availability and Quality of Training

Ease of Customization

Vendor Support

Quality of Features

Breadth of Features

Business Value Created

Ease of Data Integration

Ease of IT Administration

Usability and Intuitiveness

Nextiva Contact Center Reviews

Tatum D.

Role: Operations
Industry: Retail
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2024

Easy to use, Great Features

Likeliness to Recommend

8 /10

What differentiates Nextiva Contact Center from other similar products?

The user-friendly service and overall view of statics on a team and individual scale

What is your favorite aspect of this product?

The possibilities are endless

What do you dislike most about this product?

The time spent speaking with support for anything takes over an hour and only approved admin can call in

What recommendations would you give to someone considering this product?

Your Sales Rep/Account Manager will be your best resource

Pros

Trustworthy
Efficient Service
Caring
Respectful

Cons

Wastes Time

Jill M.

Role: Industry Specific Role
Industry: Insurance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2024

Ease of use and user friendly

Likeliness to Recommend

10 /10

What differentiates Nextiva Contact Center from other similar products?

Nextiva is the main service I have used and familiar with .

What is your favorite aspect of this product?

Ease of use and user friendly. Platform has a great layout. Voicemails are sent to email for easy access.

What do you dislike most about this product?

The App could use a few more features but still functions well.

What recommendations would you give to someone considering this product?

It makes daily work and communication easier and a great logging service for calls.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Christina S.

Role: Sales Marketing
Industry: Insurance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2024

Great product, easy to use!

Likeliness to Recommend

10 /10

What differentiates Nextiva Contact Center from other similar products?

the features and different platforms available.

What is your favorite aspect of this product?

I love that it has a mobile app so I'm not tied to my desk all the time.

What do you dislike most about this product?

sometimes the mobile app echoes

What recommendations would you give to someone considering this product?

definitely worth it

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Nextiva Contact Center

What is Nextiva Contact Center?

Company Details

Need Assistance?

Nextiva Contact Center Ratings

95 Likeliness to Recommend

100 Plan to Renew

88 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+92 Net Emotional Footprint

How much do users love Nextiva Contact Center?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Nextiva Contact Center Reviews

Tatum D.

Easy to use, Great Features

Likeliness to Recommend

Pros

Cons

Jill M.

Ease of use and user friendly

Likeliness to Recommend

Pros

Christina S.

Great product, easy to use!

Likeliness to Recommend

Pros

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Feature Ratings

Multi Channel Queue Management

Skills Based Routing

Workforce Management

Contact Center Compliance Management

Contact Center Analytics

Screen Prompts

Call Scripting and Call Flow Management

Knowledge Management

Multi Channel Intake Integration

Ticket Management

Call Recording

Vendor Capability Ratings

Ease of Implementation

Product Strategy and Rate of Improvement

Availability and Quality of Training

Ease of Customization

Vendor Support

Quality of Features

Breadth of Features

Business Value Created

Ease of Data Integration

Ease of IT Administration

Usability and Intuitiveness

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