Item: Nextiva Contact Center
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

Nextiva Contact Center is a useful tool when needing quick answers or submitting tickets for urgent assistance with troubleshooting or other concerns. We receive a quick and typically one-call resolution-based response within 24 hours. We often use this tool for assistance with reporting, connectivity concerns, and setup of new call center agents. I would recommend it for any business requiring organization and ease in their call center operations.

Pros and Cons

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

Return on Investment

Easy to select call options to connect to correct dept
Quick wrap up time
Roll over feature helps someone or another answer pending calls

Alternatives Considered

Cisco Business Edition 6000 (discontinued)

Nextiva Contact Center has additional features that were useful for this particular business especially in gauging activity and flow to better arrange employees for peak hours.

Key Insights

Do you think Nextiva Contact Center delivers good value for the price?

Yes

Are you happy with Nextiva Contact Center's feature set?

Yes

Did Nextiva Contact Center live up to sales and marketing promises?

Yes

Did implementation of Nextiva Contact Center go as expected?

Yes

Would you buy Nextiva Contact Center again?

Yes

Likelihood to Recommend

Whenever we need to set up a new call center agent, it is a bit difficult to ensure all fields are accurately completed as well as recording line is actively on. This process could be a bit more simplified. The dashboard can be more detailed for reporting and gauging further details of calls in real-time. The ticket submission tool is quick and easy.

Nextiva Call Center Review

Software Version

Overall Satisfaction with Nextiva Contact Center