A Great Company with Great Pricing
August 26, 2023
A Great Company with Great Pricing
Score 10 out of 10
Vetted Review
Verified User
Software Version
VoIP Call Center
Overall Satisfaction with Nextiva Business Phone Service
We use Nextiva Business Phone Service in our call centers and with multiple locations around the country it was difficult to manage all of those users. Once we started using Nextiva Business Phone Service to its true capabilities their Call Center Reporting made it so much easier to manage those off-site locations. It allowed us to let many of our agents work remotely while still being about to see their call load and handling. With the Nextiva Call Recorder we are also able to review our agents' calls and use that to coach them on improvements (it also allows us to listen in to live calls).
Pros
- Their desktop and phone apps allow us to remain in contact with our clients even while out on sales calls.
- Their reporting is incredibly robust. There aren't many things users can do without showing up in a report. This is great for training on so many different issues. I also appreciate that we can remove the raw data from the reports to make our own reports if we want to. We aren't stuck with "canned" reports.
- One feature I really like and that is super easy to do is switching from a call on your cell phone to the office softphone.
Cons
- When we first started really using Nextiva Business Phone Service, we called customer service the wait was longer than I would've liked. However, it didn't take long for them to not only fix that problem but to turn it into one of their best characteristics. Now when I call I'm barely on hold for one minute!
- If I had to complain about one thing, it's that if you call customer service with a task that takes some time to do, you will have to stay on the line with the rep while they do it. So you could be on the phone with them for a while. But again, they have a solution for that as well. You can have the rep submit an overnight ticket and it will be fixed when you come in the next day. This isn't a huge issue as once you're set-up, you won't have too many "long time" issues.
- Being able to customize your call center(s).
- Being able to record and review the calls for training.
- Being able to extract data from the reporting system.
- The positive impact is us being able to stay ahead of our needs.
- As we grow its really easy to setup a new agent and get them up to speed.
At our last contract renewal, we looked at most of the others that are out there. There were a few newer ones out there that seemed interesting but when we dug into the pricing and the product details they quickly became less interesting. I can't remember all of their names but I spent weeks speaking with the different companies out there and always landed back on Nextiva Business Phone Service.
Do you think Nextiva delivers good value for the price?
Yes
Are you happy with Nextiva's feature set?
Yes
Did Nextiva live up to sales and marketing promises?
Yes
Did implementation of Nextiva go as expected?
Yes
Would you buy Nextiva again?
Yes
Comments
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