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

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

Validated Review

Anonymous Reviewer

Submitted Mar 2024

Nextiva has been an amazing tool to the company

Likeliness to Recommend

10 /10

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Brandon K.

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

Validated Review

Verified Reviewer

Submitted Mar 2024

Love the ease of use for this product.

Likeliness to Recommend

7 /10

What differentiates Nextiva Contact Center from other similar products?

By consolidating our communication infrastructure into a single platform, Nextiva Contact Center helps us reduce costs associated with managing multiple systems and vendors. Additionally, features like automated routing and self-service options can further optimize resource allocation and minimize operational expenses.

What is your favorite aspect of this product?

Nextiva Contact Center seamlessly integrates with popular Customer Relationship Management (CRM) systems, allowing agents to access customer information and interaction history directly within the contact center interface. This empowers agents to provide personalized and contextually relevant support, leading to enhanced customer experiences.

What do you dislike most about this product?

I need an alert or email notification when I miss a call or receive a voicemail.

What recommendations would you give to someone considering this product?

Overall, Nextiva Contact Center stands out for its comprehensive feature set, user-friendly interface, and scalability, making it an ideal solution for businesses looking to enhance their customer service operations and drive greater customer satisfaction.

Pros

Efficient Service
Effective Service
Caring
Respectful

Cons

Slower Product Innovation
Less Generous
Charges for Enhancements

Felix M.

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

Validated Review

Verified Reviewer

Submitted Mar 2024

My experience with Nextiva has been great!

Likeliness to Recommend

10 /10

What differentiates Nextiva Contact Center from other similar products?

Great call quality

What is your favorite aspect of this product?

Functionality

What do you dislike most about this product?

Calendar UI

What recommendations would you give to someone considering this product?

Highly recommend Nextiva!

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

Nextiva has been an amazing tool to the company

Likeliness to Recommend

Pros

Brandon K.

Love the ease of use for this product.

Likeliness to Recommend

Pros

Cons

Felix M.

My experience with Nextiva has been great!

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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