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: 8.9
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.7
Call forwarding
Forwarding of calls to the appropriate agents.
Category average: 8.8

Multichannel integration
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
Category average: 8.4
Interactive voice response
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
Category average: 8.9
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: 8.3

Most Frequent Users

Top 3 industries using Nextiva Contact Center.

Based on HG Insights installation data

View all Reviews

#1 most frequent

Finance and Insurance

23.1%

3 installations of 13

#2 most frequent

Professional, Scientific, and Technical Services

23.1%

3 installations of 13

#3 most frequent

Information

15.4%

2 installations of 13

Lester Hernandez

Asset Management in Information Technology at American Realty Investors (51-200 employees)

Use Cases and Deployment Scope

We use Nextiva across all the channels available, they make it so easy to use through regular phone, chat and on the app. We have been with them for the past 2 years at 12 locations and we have had no issues compared to the old system we used to have. Update: We are still using Nextiva, we switched providers about 4 years ago and never looked back. Nextiva has been very good in both service and support.

Pros

Call Tracking
CRM Integration
Reduces Wait Time

Cons

I still think everything is good.

Return on Investment

Improved our productivity
Ease of Use
Stability

Usability

Alternatives Considered

Nextiva

Verified User

Administrator in Engineering (11-50 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

Henry Molina

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

Jodi Baabdady View profile

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

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.

Nextiva Contact Center

What is Nextiva Contact Center?

Categories & Use Cases