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Nextiva

Customer Experience Suite for a Complete View of Customer Journeys

(2,759 Ratings) Write Review

What is Nextiva and how does it work? Nextiva is a customer experience management suite that is aimed at revolutionizing the communication aspects of businesses and helping them convert more prospects. It is relevant for businesses of all sizes, including Family Businesses, Franchises, Sole Proprietorships, SMEs, and Enterprises. With Nextiva, all conversations can be managed at a single location and managers can dig deeper into what customers are talking about. And with instant data and analytics as a backup, it becomes easier to drive better decisions. The tool even allows automating of communication tasks on the basis of how customers interact with the business. Users can track customer journeys with the help of native and existing tools, streamline communication pipelines, manage different cases, and tap into the sentiments of their customers. By sending the right message at the right time, they can delight customers and improve their overall brand experience.

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Nextiva Awards

Nextiva Features Show All Features

Call Center Features

Outbound Call CenterAn outbound call center deals exclusively with outbound calls. The call center calls the customer – for example to inform him about the latest offers or to sell something.
Inbound Call CenterAn inbound call center receives incoming calls from customers. Support teams typically monitor inbound centers since the calls tend to come from existing customers with issues or questions. An outbound call center, on the other hand, makes outgoing calls to shoppers.
Concurrency SupportMany software offer concurrency support, allowing several users to operate on the same record simultaneously. Similarly, concurrency control is the mechanism through which the outcome of the update\delete operation of a record is defined, when you have multiple users working on the same record at the same time.
Live ChatLive chat is a medium that allows the employees to interact with website visitors or with each other in real-time. It can be either text, voice, or video-based chat that team members can use to get in touch with each other to discuss or resolve any ongoing issues.
Queue Management (Calls)A queue is the duration of time when something is ready to be worked on, but is waiting for someone to work on it, called wait time or queue time. These queues and delays build up across the whole system of tasks and resources, from the beginning of a project to the end, and make our projects take much longer.
IVR SupportInteractive voice response (IVR) is telephony software technology commonly found in call centers. IVR allows businesses to interact with callers through a series of automated menus, often enabling the customer to self-serve for faster resolution.
Auto Call RecordingAuto call recording and advanced telephony capabilities allow you to get rid of partial recollection of telephone calls, improve sales performance, and always stay on top of your customer and prospect relationships.
Call MonitoringA call center feature that lets managers listen in on agents' calls in order to improve agent performance. Also called "agent monitoring" and "call logging," it can be done in real time with or without the agent's knowledge, or calls can be recorded for later retrieval.
Progressive DialerProgressive dialing is a ‘middle ground’ solution that falls somewhere between manual dialing and more sophisticated predictive dialer solutions. A progressive dialer, like a predictive dialer, is used to eliminate the need for agents to manually dial customer phone numbers when making outbound calls. Customer support, distribution, telemarketing, collections, and any other area that involves making outbound calls from a list but does not want to burden their call center agents with the actual dialing use progressive dialers.
Predictive DialerA predictive dialer is an outbound calling system that automatically dials from a list of phone numbers. A predictive dialer makes calls to numbers before it senses a link, at which point it transfers the call to a live agent. Busy signals, voicemails, no-answers, disconnected numbers, and so on are all filtered out by dialers.

Nextiva Technical details

Support	24/7 (Live rep) Business Hours Online	Customer Type	Large Enterprises Medium Business Small Business
API	NA	Location / Phone Number	Scottsdale, AZ - 85250 / +1 800-799-0600
Deployment	SaaS/Web/Cloud Mobile - Android Mobile - iOS Installed - Windows Installed - Mac	Official Website	https://www.nextiva.com/
Deployment		Category	Call Center Software

Nextiva Pricing

Pricing ModelFree Trial , Subscription , Quotation Based

MONTHLY YEARLY

Essential (Business communication)

$18.95 /User/Month Billed Yearly

Features

7-Day Free Trial right arrow icon
Unlimited voice & video calling
Auto-attendant & toll free numbers
Integrations with Outlook & Google Contacts
Voicemail to email notifications
Unlimited internet fax
Mobile & desktop app
24x7 customer support

Professional (Business Communication)

$22.95 /User/Month Billed Yearly

Features

Everything in Essential, Plus
Unlimited conference calls, 40 participants
Unlimited video conferencing, up to 250 participants
Call Pop, up to 250 contacts
Mobile SMS/MMS
Extended integrations with Salesforce, Hubspot, Zendesk
Professional setup

Enterprise (Business Communication)

$32.95 /User/Month Billed Yearly

Features

Get a Demo right arrow icon
Everything in Professional, Plus
Unlimited participants on voice & video conferencing
Unlimited video conference recording & call recording
Unlimited call pop
Voice analytics & voicemail transcription
Extended integrations with Microsoft Teams, Oracle Sales Cloud, ServiceNow
Single Sign On

Ultimate (Business Communication)

$57.95 /User/Month Billed Yearly

Features

Everything in Enterprise, Plus
Sales productivity & pipeline management
Service productivity & ticket management
Automated surveys
Customer journey analytics

Core (Contact Centre)

Custom

All the essential tools your teams need to operate a best-in-class inbound, outbound, or blended global contact center.

Features

Blended inbound/outbound
Agent desktop plus
Geo redundancy
Call recording
Nextiva Business Phone Service integration

Premium (Contact Centre)

Custom

Everything in Core plus omnichannel support and essential quality management (QM).

Features

EVERYTHING IN CORE, PLUS:
Chat
Email
SMS
Essential quality management (QM)

Optimum (Contact Centre)

Custom

Everything in Premium plus full workforce optimization (WFO) capabilities to manage and motivate on-site or remote teams.

Features

EVERYTHING IN PREMIUM, PLUS:
Enterprise quality management (QM)
Proactive notification
Enterprise workforce management (WFM)

Ultimate (Contact Centre)

Custom

Everything in Optimum plus analytics and workflow automation tools and apps.

Features

EVERYTHING IN OPTIMUM, PLUS:
Interactions analytics
Graphical no-code workflows
Entire workflow automation suite

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Disclaimer: The pricing details were last updated on 17/11/2021 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about Nextiva pricing.

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Nextiva Reviews

OVERALL RATING 4.3 Based on 2,759 Rating(s)

Rating Distribution

Excellent 11.5 %
Very Good 3.2 %
Average 1 %
Poor 0.3 %
Terrible 0.7 %

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Nextiva FAQs

Q. What is Nextiva used for?

Nextiva is Call Center Software. Nextiva offers the following functionalities:

Outbound Call Center
Inbound Call Center
Concurrency Support
Live Chat
Queue Management (Calls)
IVR Support
Auto Call Recording
Call Monitoring

Learn more about Nextiva features.

Q. What are the top alternatives for Nextiva?

Here`s a list of the best alternatives for Nextiva:

Q. Does Nextiva provide API?

No, Nextiva does not provide API.

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