Overview
What is Nextiva Contact Center?
Nextiva headquartered in Scottsdale, Arizona offers the Nextiva VoIP Call Center solution in two editions, Pro and Enterprise. It also features support for contact centers, allowing clients to manage customer service over multiple channels. Both plans feature unlimited call queues…
Nextiva Contact Center is user-friendly and useful
Dialing Up Success with Nextiva Contact Center
I have been doing this for awhile as both a seller and a …
Great Call Center Option
Nextiva Contact Center: Your All In One Solution
Nextiva Contact Center has great value and support
Nextiva VOIP Call Center Category - Travel Management Company
Nextiva Contact Center will take your organization to the next level!
Nextiva Contact Center's Phone System
Nextiva Call Center Review
Nextiva VOIP Contact Center is good for Business
Increased productivity with Nextiva
Perfect VOIP Solution
Nextiva VoIP Call Center is Top Tier Excellence
Connected Conversations Done Right
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Call forwarding (29)9.292%
- Historical reporting (30)9.292%
- Validate callers (29)9.191%
- Agent dashboard (30)8.888%
Reviewer Pros & Cons
Pricing
Essential
$129
Professional
$159
Premium
$199
Entry-level set up fee?
- Setup fee optional
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $129 per month per user
Features
Contact Center Software
Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.
- 8.8Agent dashboard(30) Ratings
Enables agents to track and view their individual and team performance.
- 9.1Validate callers(29) Ratings
Authenticates inbound callers with a customer ID.
- 9.4Outbound response(28) Ratings
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
- 9.2Call forwarding(29) Ratings
Forwarding of calls to the appropriate agents.
- 8.8Click-to-call (CTC)(23) Ratings
Allows one-click calling for agents.
- 9.3Warm transfer(29) Ratings
Allows current agent to speak with new agent before call is transferred.
- 8.6Predictive dialing(17) Ratings
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
- 8.8Interactive voice response(22) Ratings
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
- 9REST APIs(15) Ratings
Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.
- 9.4Call scripts(15) Ratings
Providing agents with a predefined conversation script.
- 9.8Call tracking(27) Ratings
Enables agents and managers to see the origin of the call.
- 9.3Multichannel integration(18) Ratings
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
- 9CRM software integration(19) Ratings
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Workforce Optimization (WFO)
Tools that allow managers or team leaders to evaluate and track agent performance.
- 9.5Inbound call routing(29) Ratings
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 9.3Omnichannel inbound routing(24) Ratings
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
- 9.3Recording(27) Ratings
Record conversations to improve service quality by evaluating agent-customer interactions.
- 9.1Quality management(27) Ratings
Ability to monitor conversation content, administer evaluations, establish policies etc..
- 9.3Call analytics(28) Ratings
Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..
- 9.2Historical reporting(30) Ratings
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
- 8.8Live reporting(27) Ratings
Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.
- 9.6Customer surveys(15) Ratings
Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.
- 9.1Customer interaction analytics(19) Ratings
The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.
Product Details
- About
- Competitors
- Tech Details
- FAQs
What is Nextiva Contact Center?
A contact center solution supporting customer experiences. It features:
True omni-channel communications.
Generative AI capabilities.
Dynamic agent scripting that takes repetitive tasks out of agent’s hands.
A cloud-based technology stack to simplify operations.
Compliance certifications including TCPA, Do Not Call, GDPR, PCI/DSS, HIPAA and HITRUST.
REST APIs enabling integrations with a range of other tools.
Nextiva Contact Center Competitors
Nextiva Contact Center Technical Details
Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
---|---|
Operating Systems | Unspecified |
Mobile Application | No |
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(43)Attribute Ratings
Reviews
(1-18 of 18)Revive RX
- Reporting
- Support
- Features
- Self Service
- Unity
- Tech Support
Nextiva Contact Center is user-friendly and useful
- Clear phone calls and communication
- Allows quick contact with clients
- forwarding voicemail to email for ease of access
- Clean and clear platform very user-friendly
- App could have an easier use of access. It works well, but making it a bit more user-friendly would be great.
Nextiva Contact Center: Your All In One Solution
- 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 attendees. At the same time, it allows us to have a main line for our Customer Support, Sales, etc...
- 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 different places.
Nextiva VOIP Call Center Category - Travel Management Company
- Auto Attendant menus
- call routing
- Supervisor monitoring
- Admin controls in real time
- extensive reporting
- Call recording functionality
- Call recording options
- Would prefer the various admin portals to be located centrally
- Auto-transcription from calls
- Compliance
- Call reviews and audits
- Perhaps ease of use, it did take a little bit getting comfortable but not too bad.
Nextiva Call Center Review
- Quick Lookup
- Submitting Tickets with ease
- Easy to use reporting tool.
- Analytics to gauge productivity
- Allowing set up of different IDs to show up with numbers
- Do not close ticket right away
- Easier knowledge base look up tool
Nextiva VOIP Contact Center is good for Business
Nextiva Contact Center allows us to provide a dedicated team experience to our customers by routing our calls via their DNS numbers or the geographic location where they reside. Hence, they talk to a familiar voice all the time.
Nextiva has been an excellent VOIP provider with a call center product they support and manage versus relying on a third party or integrations to make it work seamlessly.
- Call Routing
- Ease of Use
- Technical Support
Nextiva VoIP Call Center is Top Tier Excellence
- CRM
- Call Productivity
- Customer Service
- Software as a Service (SaaS)
- Web-based
- Workforce optimization
- WebChat
- fax
- SMS
Connected Conversations Done Right
- Customer Support
- Reliable Services
- Consistent Innovation
- Improved user interfaces
- Improved mobile app support
- Broader search options for admins
From a constructive standpoint: on their admin site, I do, occassionally, find that it's a bit difficult attempting to locate where a phone number or extension is hiding, so I feel there is some room for improvement.
Despite the concerns I've expressed, I find Nextiva VoIP Call Center to be a greatly reliable and extremely professional connected communications company, and I'm very thankful I've been able to rely on their services and support team so heavily in my years working with them.
- Handles our incoming call very well
- distribute the call
- the report site is ok... could be easier...
- routing call works great
- The reporting need big improvement
- the Nextiva VoIP Call Center manager dashboard needs improvement, often we can see all the agents on the system
- Nextiva VoIP Call Center is to complicated to make changes
Nextiva VoIP Call Center Delivers
- allows for extensions
- limited downtime
- support available
- user interface
- reporting usability
- new agent set up
Nextiva VoIP Call Center
- track call
- monitor call center
- Nextiva VoIP Call Center features
- App drop call
- App log you out
- unable to transfer at time
Problem solved
- Experienced
- Connection
- Availability
- Quick Response
- No miss calls
- Organizing app better
- Needs update but improving
Nextiva VoIP Call Center is the calling partner everyone needs
- Remote working
- Friendly interface
- Quick access & fast interaction
- Great connectivity
- Internal chat implementation
- Meetings for internal teams
- Calls recording in terms of quality services
It is also recommended as a virtual tool since it's super easy to have it installed instantly without thinking in physical phones.
If calling is not your daily priority it's better to use a chat tool or anything related.
Nextiva - A Positive Game Changer
- Knowledgeable Customer Service Support
- Easy to Use Platform
- Cost Efficient for a Non-Profit
- When we do reach out for support, sometimes the wait time is lengthy - could be 30 minutes.
- When we barge into an employee's call, there is a loud tone noise (only heard by the employee) but it can be really distracting.
- Training for the Admin Dashboard when the organization has had transition is not available and has been taxing to learn independently.
Nextiva VoIP Call Center is the best call system that improved our communication with our customers
- The automatic responses in chats, welcome emails and notification emails have simplified the team's tasks, as we have been able to solve problems easily and make customers feel special.
- Its interface is very interactive and easy to understand for our agents, making their work faster and more efficient.
- Complaint monitoring is a very important function to know the problems and give prompt response to customers.
- Sometimes the system does not notify us when there is an incoming call, on hold or an email has arrived.
- It happened to us only a couple of times, that the system tried to crash and the screen froze. I don't know if it was software or computer problems.
- There is a slow learning curve to add all the information to the software database.
Nextiva Is Pretty Solid!
- Call Recordings.
- PBX Solution.
- Remote users phone solution.
- Call center monitoring and reporting.
- Admin doesn't have access to do everything and sometimes requires support's help, which could take a while.
- There's a cost for every little feature, which could deter companies from using it.
- Needs better response time from support.
Nextiva is good and has potential to be great!
- Call recordings are crystal clear
- Voice messages with transcriptions have increased our response rate and the time it takes to clear out messages
- User tracking helps us accurately measure availability and overall weekly performance.
- 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.