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

David N.

Role: Sales Marketing
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2024

Dialing Up Success with Nextiva

Likeliness to Recommend

10 /10

What differentiates Nextiva Contact Center from other similar products?

Nextiva isn't just about clear calls (which it has in spades). The features on this platform are like little productivity cheerleaders. We can track calls, analyze performance, and even set up call routing so the right seller gets the right lead. Since switching to Nextiva, our sales team has been on fire! Metrics are being smashed, customer satisfaction is soaring, and the team morale is high.

What is your favorite aspect of this product?

Being a manager to a sales team, the call tracking and call recording features go a long way to help me coach up my team.

What do you dislike most about this product?

I am surprised that 2fa isn't a security feature, which I think is important when dealing with phone numbers

What recommendations would you give to someone considering this product?

If you have a remote team, Nextivia cloud based nature makes it ideal for you. They have a free trial and are super helpful and friendly to set that up and work with you to ensure you and your team are comfortable with it (compared to others, which set you up and forget about you). Sign up for that to ensure it meets your needs, but I have been very happy.

Pros

Reliable
Performance Enhancing
Enables Productivity
Trustworthy

Dustin A.

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

Validated Review

Verified Reviewer

Submitted Mar 2024

Nextiva: A reliable and flexible solution

Likeliness to Recommend

10 /10

What differentiates Nextiva Contact Center from other similar products?

Nextiva is a flexible product that can meet your needs. Nextiva allows you to make changes to your phone setup that will be reflected in real time. The problems Nextiva is solving for us are to improve customer relations/service, Cost management, Create internal/operational efficiencies, and Improve business process agility.

What is your favorite aspect of this product?

We use Nextiva every day in our company. I like how we have a lot of different customizable options. You can use Nextiva in several different ways. There are also several different ways to use/manage Nextiva, with their Mobile App, Desktop App, and from a browser. Their support is reachable via phone, chat, or email. Nextiva makes it easy to integrate with other platforms and implement new features or functions.

What do you dislike most about this product?

Depending on how you are using Nextiva on a day-to-day basis, the backend setup for call centers can be a little tricky.

What recommendations would you give to someone considering this product?

Nextiva is a great solution that will meet you where you are. Whether you are a large or smaller company, Nextiva has tools to support you and your customers.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Role: Information Technology
Industry: Other
Involvement: IT Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Feb 2024

Excellent product with may features

Likeliness to Recommend

10 /10

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

David N.

Dialing Up Success with Nextiva

Likeliness to Recommend

Pros

Dustin A.

Nextiva: A reliable and flexible solution

Likeliness to Recommend

Pros

Excellent product with may features

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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