Nextiva - the one tool I cannot be without!
October 02, 2023
Nextiva - the one tool I cannot be without!
Score 10 out of 10
Vetted Review
Verified User
Software Version
VoIP Call Center
Overall Satisfaction with Nextiva Business Phone Service
Nextiva call center service routes all of our technical support request calls. The supervisor dashboard allows us to have an instant overview of call volume as well as agent status. The reporting features are very helpful. The data available helps us to identify call patterns and abandoned calls, allowing us to see where changes need to be made. The interface is comprehensive, we can view multiple locations from one screen. This is the management tool I use the most for managing agents.
- One screen overview of all agents at all locations.
- Call recording has been very helpful for both training and monitoring agent performance.
- The variety of reports allows you to search and analyze almost any data point from the entire call center down to a single agent.
- The way time is represented in the call history is confusing and not easy to work with. I would like to be able to easily identify how long a caller waited in the que using the call history.
- The agent app in the computer will randomly sign out an agent. Not often, but it has happened a few times.
- Nextiva has allowed us to continue to provide service to our customers consistently, regardless of what is happening in the world around us. Whether agents are working in the office or from home, we are able to operate as a team. When the world was shutting down for covid, we continued to be able to support our customers. Invaluable.
- The ability to analyze agents statistics has allowed us to identify areas that needed improvement and adjust accordingly. Being able to better support our agents and build up their skills, improving their confidence level, resulting in customers having confidence in the assistance they are receiving.
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?
I wasn't involved with the selection/purchase process
Did implementation of Nextiva go as expected?
I wasn't involved with the implementation phase
Would you buy Nextiva again?
Yes
Nextiva Feature Ratings
Nextiva Business Phone Service Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved No escalation required Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
No we did not. I was not part of that decision in the beginning. The support that we have received has always met our needs. I do not see any need for premium support. However, we are a technology based business and have more technical skills than others might. That being said, if you are not super techy, they have great support to help.
Yes - When they made big changes to the software platform and nextiva one, there were some kinks to work out. That did take time. At the same time, they allowed users more than ample time to convert from the old way to the new way at our own pace. There were no over night forced changes. Which was an even trade in my opinion. We were able to continue to use the old platform while they worked through the issues with the new one.
We had no electricity and no internet at our facility. We needed an emergency message placed in our auto attendant. This was early on in our use of Nextiva. I was not well versed in the platform to know what exactly needed to be done. I called them from my cell phone, explained what was happening, they helped me to record a temporary message, converted the file and put it in place for me. They made a very chaotic situation manageable.