Khoros Care vs. Nextiva VoIP Call Center

Khorus care is built to maximize digital customer service; Strong and intuitive, it excels in workflow management, offering configurable automatic routing of incoming traffic, priority routing, and queue management, preventing "cherry-picking"; rich reporting and analytics functionality allows for analysis of performance metrics at a finer level; and it's super easy to integrate with all of your social media accounts. Though that isn't really an issue of the app, I believe Khorus care should focus on improving the general monotony of social media.

Incentivized

Overall I believe Nextiva VoIP Call Center is a solid cloud PBX solution compared to some of the others out there. The cost is similar to most of their competitors but can get pricey depending on all features needed for your companies' operation. Very user-friendly for both basic and admin users with its clean GUI system. The only downside is that even as an admin, some things require support's assistance, and may take a while since their response time isn't the greatest in my opinion.

Incentivized

• Manages and pulls in posts from communities, Facebook, and Twitter so we can address them in one place as opposed to logging into each site natively.
• Khoros Care has great analytics. I like the customizable dashboards; we use them for weekly reports to upper management.
• Khoros Care helps our social media manager manage and monitor our teams.

Incentivized

• Accommodating customer hotline.
• Lower rate.
• User friendly recording portal.

Incentivized

• I would like to be able to see deleted comments/tweets so we can look into the issues.
• I would like to be able to better customize dashboards for our exact metrics. Some things previously available in Spredfast are no longer available in Care.

Incentivized

• The admin portal is cumbersome to use and times out too frequently.
• The lack of an SMS feature hinders our ability to communicate as effectively as we'd like with our clientele.
• The click-to-call feature inside of our CRM is finicky and often needs resetting.

Incentivized

Most of the things they claim work fine but they can still improve on certain areas as ease of integration, the pricing can be matched better as its a bit on the costly side. Other than these things its a great platform for social media integration at one place without any hassle to log into various famous platforms separately to cater to customer queries and issues

Incentivized

The ability to auto tag, manually tag, make notes, and "snooze" posts is extremely helpful. The efficiency of the work flow for agents is also a huge plus. It keeps agents moving quickly and prioritizing responses for the cases that need it most.

Incentivized

No issues.

No issues.

Khoros Support has always very responsive and helpful when it comes to getting my issue/inquiry addressed. Their ticket portal is great for tracking any open tickets and they can be updated via the portal or by responding to the email thread. Support reps are always extremely knowledgeable and care about getting you taken care of

Incentivized

They are very nice, friendly and you can really feel their willingness to help. They are proactive in finding out potential issue and they sometimes extend their service by calling me and making sure I'm still happy with the service. They have Live Chat support, email, and hotline that you can use to connect to them.

Incentivized

The team received training (from the same executive team member who has been supporting us) over the web and this was of very high quality.

I was not part of implementation and cannot speak to this section. I was not part of implementation and cannot speak to this section.I was not part of implementation and cannot speak to this section.I was not part of implementation and cannot speak to this section.I was not part of implementation and cannot speak to this section.

Incentivized

Both Khoros and Zendesk offer robust customer engagement solutions, but Khoros stands out in several ways. While Zendesk provides excellent ticketing and support functionalities, Khoros extends beyond traditional customer service, offering a comprehensive suite that includes social media management, community engagement, and broader digital care solutions.Khoros' strength lies in its ability to consolidate interactions from various digital touchpoints seamlessly, allowing for a unified approach to customer engagement across multiple channels. Its advanced analytics and automation capabilities empower businesses to derive deeper insights from customer interactions, facilitating data-driven decision-making.While Zendesk is exceptional for ticketing and support, Khoros' versatility and scalability make it stand out for companies aiming for a holistic, digital-first approach to customer engagement. Khoros' emphasis on integrating social media, messaging, and community management into one cohesive platform provides a more comprehensive view of customer interactions.Therefore, based on my experience with both platforms, if you're looking for a solution that encompasses a wider spectrum of digital customer engagement, offers deeper analytics, and seamlessly handles diverse channels, Khoros would be the optimal choice.

Incentivized

Nextiva is pretty much evenly matched against RingCentral and their phone system; the call quality and voice mail transcription are on par. However, Nextiva's admin portal is more cumbersome to use by comparison and the lack of an SMS feature is a definite drawback considering the communication habits of most people in 2018.

Incentivized

Khoros Care has allowed us to stream all channels into one place, and has continued to allow growth as we've added other Social Media accounts to the list, we are up to at least 15, and that number keeps growing. It has saved so much time for us because we use one tool for a majority of our work now

Incentivized

• We have seen a positive shift of customers from reaching out to the Call Centre to the Social Care Team.
• Monthly and Annual Reporting to keep track of performance and stats related to the team has been much easier to highlight areas for improvement (month2month and anually)
• CSAT/NPS Survey results have increased via Khoros Care in comparison to the Call Centre.

Incentivized

• Set up in over 5 locations nationwide.
• 300+ users with 75% working remotely.
• Looking at adding addition 100+ users in the near future due to demand.

Incentivized