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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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Recent Reviews

Nextiva Call Center Review

10 out of 10
February 12, 2024
Nextiva Contact Center is a useful tool when needing quick answers or submitting tickets for urgent assistance with troubleshooting or …
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Perfect VOIP Solution

9 out of 10
February 06, 2024
Incentivized
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 …
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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

Popular Features

View all 22 features
  • Call forwarding (29)
    9.2
    92%
  • Historical reporting (30)
    9.2
    92%
  • Validate callers (29)
    9.1
    91%
  • Agent dashboard (30)
    8.8
    88%

Reviewer Pros & Cons

View all pros & cons
TS
Tatum D Stepherson
Call Center Manager
Revive Rx Pharmacy (Pharmaceuticals, 201-500 employees)
JM
Jill Meeker
Insurance Agent
Choice Insurance Agency (Insurance, 51-200 employees)
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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.

9.1
Avg 8.3

Workforce Optimization (WFO)

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

9.2
Avg 8.3
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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

(43)

Attribute Ratings

Reviews

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
February 02, 2024

Nextiva VoIP Call Center Best Choice VOIP

EK
Eric Knowles
Office Manger
Teknotherm (Machinery, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
  • I'd like to be able block numbers globally through the web portal rather than having it done through tech support.
  • Mobile app sometimes continues to ring even though the call has been picked up via the desktop app or physical phone.
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 Contact Center Feature Ratings
Contact Center Software (10)
100%
10.0
Agent dashboard
100%
10.0
Validate callers
100%
10.0
Outbound response
100%
10.0
Call forwarding
100%
10.0
Click-to-call (CTC)
100%
10.0
Warm transfer
100%
10.0
Interactive voice response
100%
10.0
Call tracking
100%
10.0
Multichannel integration
100%
10.0
CRM software integration
100%
10.0
Workforce Optimization (WFO) (9)
97.77777777777779%
9.8
Inbound call routing
100%
10.0
Omnichannel inbound routing
100%
10.0
Recording
100%
10.0
Quality management
100%
10.0
Call analytics
100%
10.0
Historical reporting
100%
10.0
Live reporting
90%
9.0
Customer surveys
90%
9.0
Customer interaction analytics
100%
10.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • Nextiva VoIP Call Center rate is almost 50% cheaper than what we had with Mitel.
Alternatives Considered
Compared to Mitel, Nextiva VoIP Call Center provides better quality calls. With Mitel we had daily dropped and garbled calls. With Nextiva VoIP Call Center, we have maybe one dropped call every couple of months, and zero garbled calls. Nextiva VoIP Call Center's mobile and desktop apps have a more intuitive interface, which has increased usage among staff and reduced training and IT time. Nextiva VoIP Call Center customer support has been three times faster than Mitel, on average. Knowledgeable CSRs rarely have to move our calls to another level, which makes getting help much quicker.
Other Software Used
Users and Roles
15
Office staff, Management, Engineers, and Service Techs.
Support Headcount Required
1
I provide support as the office manager. I am able to make changes for users via the web portal, which is intuitive. I probably make a couple of support calls a year to get global blocks added for the occasional phone number.
Business Processes Supported
  • Desktop use
  • Remote use for staff working from their home office.
  • Remote use for service techs working in the field
Innovative Uses
  • Ability to remotely answer the main call in number and transfer calls via the app.
  • Better interaction between service techs in the field and office/remote staff.
Future Planned Uses
  • We have not yet integrated SMS messaging, but that's on my radar.
  • Analytics provides a wealth of information I have yet to dive into.
Likelihood to Renew
10
Service has been exemplary and we are happy with the voice quality and connectivity.
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