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Nextiva Contact Center

Nextiva Contact Center

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…

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Learn from top reviewers

Nextiva Contact Center Makes Managing an In-house Call Center Simple!

Rating: 9 out of 10
July 16, 2024
IncentivizedVetted ReviewVerified User
As the head of our marketing team, I use Nextiva Contact Center to monitor call quality and volume, and perform regular reporting duties. It is difficult to keep a close eye o...
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Verified user
Manager
Nextiva Contact Center2 years of experience

Nextiva Contact Center is a great tool!

Rating: 9 out of 10
July 9, 2024
Vetted ReviewVerified User
I use Nextiva Contact Center for call management, reporting, and call recording and monitoring. We use this program daily to handle calls and it helps us with our sales calls ...
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Ommi Milner
Employee - Customer Service
Customer service-Sales
A-1 Self Storage
Nextiva Contact Center3 years of experience

Nextiva For The Win

Rating: 10 out of 10
June 25, 2024
IncentivizedVetted ReviewVerified User
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 loc...
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Lester Hernandez
Administrative Assistant - Information Technology
Asset Management
American Realty Investors
Nextiva Contact Center1 year of experience

Look no further and go with the best.

Rating: 10 out of 10
June 18, 2024
Vetted ReviewVerified User
We use Nextiva Contact Center to handle all of our calls coming in. We forward calls to other departments. We also create the users and assign phones to each user. We set up t...
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Verified user
Administrative Assistant
Nextiva Contact Center1 year of experience

Nextiva Contact Center: Your All In One Solution

Rating: 10 out of 10
June 12, 2024
IncentivizedVetted ReviewVerified User
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 h...
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Dustin Alise
Director - Product Management
Event App Support
Brushfire
Nextiva Contact Center6 years of experience

Law Practice Telecommunication Issues Resolved

Rating: 10 out of 10
June 4, 2024
IncentivizedVetted ReviewVerified User
When there are the rare issues with the product, the contact center comes through to be able to successfully resolve my issue. Professionalism is key, but more importantly, th...
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Josh Klitzner
Director - Customer Service
Director of Client Relations
Law Office of Steven N. Klitzner
Nextiva Contact Center13 years of experience

I think Nextiva Contact Center is the best VOIP Company you will ever need.

Rating: 10 out of 10
May 30, 2024
IncentivizedVetted ReviewVerified User
I am the IT administrator for a large organization that uses Nextiva Contact Center. The problems we encounter are very little to none. We use the phones to communicate with t...
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Verified user
Manager
Nextiva Contact Center1 year of experience

Nextiva Contact Center is a must have for any customer centric sales flow

Rating: 10 out of 10
May 27, 2024
IncentivizedVetted ReviewVerified User
We use Nextiva Contact Center for a round robin call center for sales, support, technical help, etc. We needed a simple to set up, easy to use, transparently priced solutio...
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Jacob Cook
Director - Customer Service
Head of Customer Success
Textla
Nextiva Contact Center1 year of experience

Revive RX

Rating: 8 out of 10
April 1, 2024
IncentivizedVetted ReviewVerified User
I use Nextiva Contact Center to manage my call center. I keep track of incoming calls and make sure users are available. The ability to be able to see their status, their avai...
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Tatum D Stepherson
Manager - Customer Service
Call Center Manager
Revive Rx Pharmacy
Nextiva Contact Center1 year of experience

Nextiva Contact Center is user-friendly and useful

Rating: 10 out of 10
March 31, 2024
IncentivizedVetted ReviewVerified User
Our Organization uses Nextiva Contact Center on a daily basis to take/place calls and to communicate with clients. The Nextiva Contact Center system helps to improve our custo...
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Jill Meeker
Representative - Customer Service
Insurance Agent
Choice Insurance Agency
Nextiva Contact Center1 year of experience

Dialing Up Success with Nextiva Contact Center

Rating: 10 out of 10
March 27, 2024
Vetted ReviewVerified User
Nextiva Contact Center has been a game-changer for my team of inside sellers! I have been doing this for awhile as both a seller and a leader and use to wrestle with system...
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David Norton
Director - Sales
Director of Digital Sales
Charter Global
Nextiva Contact Center3 years of experience

Great Call Center Option

Rating: 10 out of 10
March 8, 2024
Vetted ReviewVerified User
Nextiva Contact Center is a useful tool in our organization to improve our customer service expericence to avoid missed calls and to follow up with our customers after every p...
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Jorge Carmelino
General Manager - Product Management
Purchasing Manager
Rothman Associates
Nextiva Contact Center5 years of experience

Nextiva Contact Center has great value and support

Rating: 10 out of 10
February 27, 2024
IncentivizedVetted ReviewVerified User
Nextiva Contact Center is our office and satelite office contact phone and a “hotline “ is set up for notifying us of animal emergencies and notice sent to select groups.This ...
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roger pszonowsky
Administrator - Other
Stranding admin
sea turtle Preservation
Nextiva Contact Center7 years of experience

Nextiva VOIP Call Center Category - Travel Management Company

Rating: 10 out of 10
February 23, 2024
IncentivizedVetted ReviewVerified User
We are a TMC with several different departments managing different accounts from corporate travel management to leisure services, working in multiple time zones across the U.S...
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Mike Frounfelter
Employee - Information Technology
Corporate Technology Specialist
Uniglobe Travel Designers
Nextiva Contact Center10 years of experience

Nextiva Contact Center will take your organization to the next level!

Rating: 10 out of 10
February 13, 2024
Vetted ReviewVerified User
Nextiva Contact Center is essential to saving time and capturing important call details through the software's auto-transcription. It's invaluable to be able to be engage with...
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Verified user
Account Manager
Nextiva Contact Center1 year of experience
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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

Reviewer Pros & Cons

View all pros & cons
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Pricing

View all pricing

Essential

$129

Cloud
per month per seat

Professional

$159

Cloud
per month per seat

Premium

$199

Cloud
per month per seat

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
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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.

9.2
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

9.3
Avg 8.2
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Product Details

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 TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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 and intelligent call distribution.

Nextiva Contact Center starts at $129.

Dialpad Ai Contact Center, Talkdesk, and UJET are common alternatives for Nextiva Contact Center.

Reviewers rate Call tracking highest, with a score of 9.8.

The most common users of Nextiva Contact Center are from Mid-sized Companies (51-1,000 employees).
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Comparisons

View all alternatives
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Reviews and Ratings

(49)

Reviews

(1-17 of 17)
Companies can't remove reviews or game the system. Here's why

Look no further and go with the best.

Rating: 10 out of 10
June 18, 2024
Verified User
Vetted Review
Verified User
Nextiva Contact Center
1 year of experience
Use Cases and Deployment Scope
We use Nextiva Contact Center to handle all of our calls coming in. We forward calls to other departments. We also create the users and assign phones to each user. We set up the voicemails and helped them use the app on their phones. We really don't have any business problems since switching.
Pros and Cons
  • Speed
  • Reliability
  • Clear Calls
Likelihood to Recommend
Nextiva Contact Center will save businesses lots of money. They are very affordable and cannot be matched by anyone else. They are the best simple as that.

I think Nextiva Contact Center is the best VOIP Company you will ever need.

Rating: 10 out of 10
Incentivized
May 30, 2024
Verified User
Vetted Review
Verified User
Nextiva Contact Center
1 year of experience
Use Cases and Deployment Scope
I am the IT administrator for a large organization that uses Nextiva Contact Center. The problems we encounter are very little to none. We use the phones to communicate with the public. I think Nextiva Contact Center is the best phone service company in the world. When we do have problems, Nextiva Contact Center support is very easy to get to and they help us right away. Incredible people that actually care about their clients and people!
Pros
  • Communication
  • Friendliness
  • Reliability
Likelihood to Recommend
We had an issue with the fire alarm system that needed analog phone lines. Nextiva Contact Center support was able to find an expert and offer a solution that I would have never thought of. They introduced a special kind of box called a cisco ata box for converting digital to analog phone service. That solved our issue for our fire alarm system that has to have monitoring via a analog phone line.

Revive RX

Rating: 8 out of 10
Incentivized
April 01, 2024
TD
Tatum D Stepherson
Call Center Manager
Revive Rx Pharmacy (Pharmaceuticals, 201-500 employees)
Vetted Review
Verified User
Nextiva Contact Center
1 year of experience
Use Cases and Deployment Scope
I use Nextiva Contact Center to manage my call center. I keep track of incoming calls and make sure users are available. The ability to be able to see their status, their availability, and the many reports that are offered help with managing the team and seeing areas of improvement. The main issues we have been experiencing with Nextiva, Unity, that is, has been having a lot of issues with pop ups during calls of the same call. Other than that, the support team is great! But sometimes you did get transferred 2 to 3 times to reach the correct department.
Pros and Cons
  • Reporting
  • Support
  • Features
  • Self Service
Likelihood to Recommend
The features are top tier. Any and everything you can think off is already available. But you have to figure out how to use it. Support is always available to assist, and the call could be very long and time consuming. There is a plethora of information on their site, but I like to get straight to the point and speak with someone.

Nextiva Contact Center is user-friendly and useful

Rating: 10 out of 10
Incentivized
March 31, 2024
JM
Jill Meeker
Insurance Agent
Choice Insurance Agency (Insurance, 51-200 employees)
Vetted Review
Verified User
Nextiva Contact Center
1 year of experience
Use Cases and Deployment Scope
Our Organization uses Nextiva Contact Center on a daily basis to take/place calls and to communicate with clients. The Nextiva Contact Center system helps to improve our customer service experience to avoid missed calls and to follow up with our clients. The sound function is clear, and the functions to use the system are user-friendly.
Pros and Cons
  • 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
Likelihood to Recommend
Nextiva Contact Center works very well for the Insurance industry call volume and needs as it tends to be able to keep track of the high call volume and quick response needed and focuses on ease of use for the employees.

Dialing Up Success with Nextiva Contact Center

Rating: 10 out of 10
March 27, 2024
DN
David Norton
Director of Digital Sales
Charter Global (Information Services, 1001-5000 employees)
Vetted Review
Verified User
Nextiva Contact Center
3 years of experience
View profile
Use Cases and Deployment Scope
Nextiva Contact Center has been a game-changer for my team of inside sellers!

I have been doing this for awhile as both a seller and a leader and use to wrestle with systems that sounded like Charlie Brown's teacher on a bad day. Calls dropped, customers got frustrated, and hitting our sales metrics felt like climbing Mount Everest in flip flops. Enter Nextiva Contact Center! This amazing platform is as reliable as a Swiss watch and the call quality? Crystal clear!

My sellers can now connect with customers like they're chatting in person, and that makes all the difference. No dropped calls, no fuzzy connections, just smooth sailing.

Nextiva Contact Center isn't just about clear calls. The features on this platform are like little productivity cheerleaders. We can track calls, analyze performance, and even set up call routing so the right seller gets the right lead. Since switching to Nextiva Contact Center, our sales team has been on fire! Metrics are being smashed, customer satisfaction is soaring, and the team morale is high.

Nextiva Contact Center has helped us create a winning environment where clear communication and powerful features translate into sales success.
Pros and Cons
  • Clear Calls
  • No Dropped Calls
  • Metrics
  • Call routing
Likelihood to Recommend
Lots of collaboration features like a team messenger, which is great for hybrid/remote team like ours.

Nextiva Contact Center will take your organization to the next level!

Rating: 10 out of 10
February 13, 2024
Verified User
Vetted Review
Verified User
Nextiva Contact Center
1 year of experience
Use Cases and Deployment Scope
Nextiva Contact Center is essential to saving time and capturing important call details through the software's auto-transcription. It's invaluable to be able to be engage with our clients and not distracted with trying to take notes from the call. This is essential when it's necessary to go back and review details from calls with our clients. It's incredible to think we got by without out before (not sure how).
Pros and Cons
  • Auto-transcription from calls
  • Compliance
  • Call reviews and audits
Likelihood to Recommend
Nextiva Contact Center is well suited for organization with a larger workforce (100+ users), I think it might not be ideal for smaller groups.

Perfect VOIP Solution

Rating: 9 out of 10
Incentivized
February 06, 2024
Verified User
Vetted Review
Verified User
Nextiva Contact Center
1 year of experience
Use Cases and Deployment Scope
We use Nextiva VoIP Call Center as a team to route incoming calls and split those up between everyone. It works great splitting that work up and making sure we don't miss any touches with our customers. We use this to field around 30-50 calls a day and it works great!
Pros and Cons
  • Call Routing
  • Splitting Call Responsibilities
  • Making sure we don't miss customer calls
Likelihood to Recommend
I think Nextiva VoIP Call Center is useful for any situation where a team is fielding calls from a single number. Customer support lines are the perfect use case, and that's what we use it for. It makes it super easy to make sure we don't miss anything and every customer that calls in gets support.

Connected Conversations Done Right

Rating: 10 out of 10
Incentivized
February 06, 2024
AL
Alberto Luevano
Technical Support Specialist
Operation Homefront, Inc. (Non-profit Organization Management, 51-200 employees)
Vetted Review
Verified User
Nextiva Contact Center
3 years of experience
Use Cases and Deployment Scope
To put it simply: Nextiva VoIP Call Center services allow our team to keep in touch with one another with minimal disruption. This is vital to the success of any growing operation and has, undoubtedly, lent greatly to our growth as an organization. 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.
Pros and Cons
  • Customer Support
  • Reliable Services
  • Consistent Innovation
Likelihood to Recommend
Out of all of the third-parties our company works with, Nextiva VoIP Call Center's Support Team is by far the most reponsive, patient, and understanding group I've had the pleasure of working with. Their Support Team is well-versed, knowledgable, and flexible, and it seems my issues always get resolved the very first time I reach out to them for support.
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.

My #1 VolP App :D

Rating: 10 out of 10
February 02, 2024
Verified User
Vetted Review
Verified User
Nextiva Contact Center
2 years of experience
Use Cases and Deployment Scope
We get in contact with our carriers, bosses and with ourselves as well. It makes it easier and even fun. I use Nextiva since the very first day at this job, and to be honest, is pretty awesome how this VolP app can do a lot of things for us in this whole logistics world.
Pros and Cons
  • easier to get in contact with our bosses
  • I can rapidly call my carrier at anytime.
  • I can easily see my contacts.
Likelihood to Recommend
If you're looking for a cool app to make calls and stay in touch with your team or clients, I'd totally recommend Nextiva. It's like having a super handy Swiss Army knife for business communication. You can talk, have video chats, and shoot messages all from one app, which makes everything so simple. The best part is, their support team is super helpful. They've got your back 24/7 if you ever need a hand. So, if you want a slick, user-friendly app to keep your business humming, Nextiva's the way to go!

Nextiva VoIP Call Center Best Choice VOIP

Rating: 10 out of 10
Incentivized
February 02, 2024
EK
Eric Knowles
Office Manger
Teknotherm (Machinery, 11-50 employees)
Vetted Review
Verified User
Nextiva Contact Center
2 years of experience
Use Cases and Deployment Scope
My company uses Nextiva VoIP Call Center desk phones and service for our office ( 15 devices ). The mobile app gives our techs the ability to utilize their mobile phones as a proxy for their desk phones. The mobile app is even more helpful to our office staff, allowing them to seamlessly answer and make calls remote locations, such as when they are working from their home office.
Pros and Cons
  • Mobile app is a seamless proxy for a users desk phone.
  • Voicemail-to-email provides a clear, high quality recording.
  • Fully functional desktop app makes the desktop phone unnecessary.
  • Call audio quality is superb.
Likelihood to Recommend
Nextiva VoIP Call Center is well-suited for a company with staff that works partially or fully remote. With Nextiva VoIP Call Center's centralized system, there's no need for staff to give out mobile numbers. Each staff member has one company number that can be utilized from multiple devices and applications.

High speed internet is NOT required. Our office has only 82mpbs download and 17 mbps upload, and we still get high quality call audio with rare call drops. That being said, companies with internet connectivity issues are going to struggle with any VOIP system.

Nextiva VoIP Call Center works, but you need to be patience with the system

Rating: 8 out of 10
Incentivized
February 02, 2024
Verified User
Vetted Review
Verified User
Nextiva Contact Center
7 years of experience
Use Cases and Deployment Scope
We been using Nextiva VoIP Call Center for about 7 Years, the system works fine the only down side issue is the NextivaONE app for the computer, there is an update every 2-3 weeks, the user had to logout and log back in every time there is update, the cellphone app notification will be showing to you forever, there is no way to clean up notification on cellphone app... Beside that in generally the system works great... I still recommend Nextiva VoIP Call Center.
Pros and Cons
  • Handles our incoming call very well
  • distribute the call
  • the report site is ok... could be easier...
  • routing call works great
Likelihood to Recommend
Yes.. with all its problems, still a great system to have

Nextiva VoIP Call Center Delivers

Rating: 6 out of 10
Incentivized
February 01, 2024
Verified User
Vetted Review
Verified User
Nextiva Contact Center
2 years of experience
Use Cases and Deployment Scope
Our experience with Nextiva's VoIP Call Center in our healthcare organization has been somewhat challenging. While the system overall is well tolerated with limited downtime and overall suits our unique needs, the confusing reporting interface and software have been a challenge for our interdepartmental communication, impacting overall efficiency. We've faced some difficulties navigating support as well as bringing new team members up to speed, causing delays in addressing patient needs and our internal coordination.
Pros and Cons
  • allows for extensions
  • limited downtime
  • support available
Likelihood to Recommend
Overall Nextiva VoIP Call Center is a standard issue VOIP that is suitable for call centers, though it lacks some of the functionality that would make key differences in our agent's everyday workflows.

Nextiva VoIP Call Center

Rating: 5 out of 10
Incentivized
January 31, 2024
Verified User
Vetted Review
Verified User
Nextiva Contact Center
3 years of experience
Use Cases and Deployment Scope
We use the Nextiva VoIP Call Center to filter all incoming call from healthcare facility. Nextiva VoIP Call Center has been good for the use of our company but there are some issue we run into on a daily bases. For 1 it log users out after 4 hours so we have to have staff member remember to login in the afternoon. Personally i have more issue on the app. We have to log out of it at least twice a day to properly use it. We cant clear phone logs. At this time i have over 1500 call and i cant clear them. I go under preference and hit clear all log and it does not work, I preform the health check and half the time it fails. Call are not able to be transfer in the app. In all if using the desk top it is great but I think the app really need to fix.
Pros and Cons
  • track call
  • monitor call center
  • Nextiva VoIP Call Center features
Likelihood to Recommend
Set up Nextiva VoIP Call Center can be easier

Nextiva VoIP Call Center is the calling partner everyone needs

Rating: 9 out of 10
Incentivized
January 23, 2024
Use Cases and Deployment Scope
Nextiva VoIP Call Center is a tool we use here at office to deal with clients and final customer in a promptly manner. It helps to interact directly with our daily work with people inside and outside our organization. This virtual works amazing also with remote working people. We have been using this for more than 3 years as of now and all we got is such as good experiences using Nextiva VoIP Call Center. Finally, I must say that it's really easy to interact, to install and to update so we are glad to have this tool with us as an important partner in daily basis.
Pros and Cons
  • Remote working
  • Friendly interface
  • Quick access & fast interaction
  • Great connectivity
Likelihood to Recommend
We do recommend Nextiva VoIP Call Center if the organization has resources in different parts of the world working remotely or anything related to that.
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 Is Pretty Solid!

Rating: 7 out of 10
Incentivized
February 23, 2022
AF
ANTOINE FOREMAN
Telecommunications Engineer
Insight Global (Hospital & Health Care, 501-1000 employees)
Vetted Review
Verified User
Nextiva Contact Center
1 year of experience
View profile
Use Cases and Deployment Scope
We currently use Nextiva VoIP Call Center as our physical and softphone PBX solution. It works out great for users that are in the office that still prefer a physical phone, as well as remote users that don't have the space for one, so use a softphone instead. There's no difference in sound quality on either, but the softphone is a better cost value for small businesses and remote users. Call recording, internal calling only (ext), international calling, and call center reporting and monitoring are some of the features available for a lesser or additional cost and may require additional software and licenses packages. As an admin, the GUI software is pretty easy to use compared to its predecessor, Momentum. It uses the same Broadsoft system, but place a GUI on top that makes it a breeze to get where you need to go and easier to locate things.
Pros and Cons
  • Call Recordings.
  • PBX Solution.
  • Remote users phone solution.
  • Call center monitoring and reporting.
Likelihood to Recommend
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.

My Review is the only thing that Matters

Rating: 10 out of 10
Incentivized
March 27, 2020
AF
Arnie Francisco
CRM Administrator
Change3 Enterprises (Marketing & Advertising, 11-50 employees)
Vetted Review
Verified User
Nextiva Contact Center
2 years of experience
View profile
Use Cases and Deployment Scope
Nextiva is currently being used by our Demand Generation department and their phone service helps us reach out to our prospects. Their recording portal is very user friendly as compared to another VOIP provider that we also currently use. But the best part of their overall service is their customer hotline. They are all very friendly and willing to help. And by far, a cheaper cost compared to the other VOIP we have.
Pros and Cons
  • Accommodating customer hotline.
  • Lower rate.
  • User friendly recording portal.
Likelihood to Recommend
Their system is suited when the nature of your business requires to make outbound calls to a lot of businesses or offices or even consumers. If you are looking to start a homebased project especially in our situation right now (pandemic), I strongly suggest using Nextiva as your service provider. Again, I don't think there's a perfect CRM solution that will match exactly how you operate your business but this is close to perfection and also good to your budget.

Nextiva is good and has potential to be great!

Rating: 6 out of 10
Incentivized
November 01, 2018
Verified User
Vetted Review
Verified User
Nextiva Contact Center
1 year of experience
Use Cases and Deployment Scope
Nextiva Call Center replaced our previous phone system and we currently use it to host our phone system along with our IVR directory, call recording and user monitoring. It is being used by all departments across our whole organization and assists us with monitoring user availability, call recordings for quality assurance and employee performance overall.
Pros and Cons
  • 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.
Likelihood to Recommend
Nextiva is well suited for monitoring day-to-day employee performance; it accurately tracks who's signed in and for how long; it shows how many breaks are taken (and the numerous reasons why); it shows how long users stay on "unavailable" and also gives weekly breakdowns to make sure employees are in line with company performance metrics.
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