Nextiva Contact Center

Score9.6 out of 10

64 Reviews and Ratings

What is Nextiva Contact Center?

Nextiva’s cloud contact center solution features voice, digital, AI-driven journey orchestration, customer engagement, workforce management, and analytics. The solution helps boost customer loyalty, enhance employee productivity, and reduce costs.

Categories & Use Cases

Contact Center

Call tracking
Enables agents and managers to see the origin of the call.
Category average: 8.7
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.2
Inbound call routing
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.7

Predictive dialing
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
Category average: 8.7
Interactive voice response
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
Category average: 8.8
Live reporting
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
Category average: 8.6

#1 most frequent

Professional, Scientific, and Technical Services

23.1%

3 installations of 13

#2 most frequent

Finance and Insurance

23.1%

3 installations of 13

#3 most frequent

Information

15.4%

2 installations of 13

Henry Molina

Administrative Services Manager in Customer Service at QPG (11-50 employees employees)

Use Cases and Deployment Scope

We use it for call center purposes to take calls from patients who need support. The main problem is that we stop receiving calls, but Nextiva support always fixes it.

Pros

Quickly response.
They follow up.
Kindly response.

Cons

Better control for call center extensions.
Long waiting time.

Return on Investment

We have more control over the extensions.
Patients have more options when calling.
Everything is more organized.

Usability

Verified User

Administrator in Engineering (11-50 employees employees)

Use Cases and Deployment Scope

We use it to because we are a remote company and all of our employees are in different states. With Nextiva we can keep everything streamlined. Being a small business we mostly use the telephone and fax capabilities. But anyone in the company can be reached and one employee can manage everything.

Pros

Configuration
Support
Compatibility

Cons

Initially complicated to learn
Integration of multiple areas
Quicker chats

Return on Investment

Improved efficiency through smart automation

Usability

Jodi Baabdady View profile

Jodi Baabdaty in Finance and Accounting at PDL Co. (51-200 employees employees)

Use Cases and Deployment Scope

We changed our phone system to Nextiva Contact Center 5 years ago and we are delighted with their service. The audio clarity is impeccable, making every conversation seamless and stress-free. Whether on local or international calls, the quality remains consistently high. We conduct many of our meetings with speaker phones, so service interruptions would be problematic. Gratefully, there has never been any issue in the service.

Pros

Sound and clarity is terrific
Customer service is always helpful
call forwarding and conference calling is seamless

Cons

I had an issue with saving the incoming voice mail on the main line. I was able to rectify this issue when I contacted customer service.

Return on Investment

With a lot of our employees doing remote work, Nextiva Contact Center phone system supports remote access which has reduced our need for physical office space and associated costs.
It has reduced our maintenance and repair costs associated with outdated equipment.
The exceptional quality of sound has led to a higher satisfaction during meetings.

Usability

Other Software Used

Microsoft 365, QuickBooks Desktop Pro

Kim Attebery

Executive Assistant in Finance and Accounting at BAY PARTNERS (1-10 employees employees)

Use Cases and Deployment Scope

We use Nextive Contact Center all of the time for their outstanding customer support in the event my Company needs.

Pros

Customer Service.
Resolves Issue.
Availability

Cons

Return on Investment

Usability

Dustin Alise View profile

Event App Support in Product Management at Brushfire (11-50 employees employees)

Use Cases and Deployment Scope

We use Nextiva for our main business line so that customers can contact us. We also offer a Call Center service for our customers so that their attendees can call us if they have an issue with their order or tickets. The problems Nextiva is solving for us are to improve customer relations/service, Cost management, Create internal/operational efficiencies, and Improve business process agility.

Pros

Nextiva allows you to set up the Contact Center to fit your exact needs.
The Contact Center has a consistency of quality. Dropped calls or interrupted calls are very rare. The voice quality is always great on both ends.
The Contact Center allows us to have a Call Center with 50+ numbers to assist our customers and attendees. At the same time, it allows us to have a main line for our Customer Support, Sales, etc...

Cons

I would like the ability to change settings globally to update our three different call centers.
Authentication on the mobile app could use some work. It makes me sign-in over and over again. I get a "Session Expired" message even when I am signed in.
I would like there to be an easier solution for the Auto Attendant & DNIS connection. I often have to do the same thing in two or more different places.

Return on Investment

With the Contact Center, we can have 4 - 5 reps support 50+ phone lines.
Being able to have a dial by number directory has eliminated the need for a receptionist on our main line.
Nextiva has given us the agility to support multiple events, customers, etc. at the same time, which ultimately boosts revenue.

Alternatives Considered

RingCentral Contact Center

Other Software Used

Zendesk Suite, Slack

Nextiva Contact Center

What is Nextiva Contact Center?

Categories & Use Cases