Item: Nextiva Contact Center
Rating: 10
Author: Mike Frounfelter

Use Cases and Deployment Scope

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. Nextiva Contact Center allows us to design call flows through our auto-attendant - export data for internal review, and adjust call flow/contact center routing in real time through admin accounts.

Pros and Cons

Auto Attendant menus
call routing
Supervisor monitoring
Admin controls in real time
extensive reporting

Call recording functionality
Call recording options
Would prefer the various admin portals to be located centrally

Return on Investment

Smooth, directed call routing
Agents feel in control of their call volume
Supervisors can monitor calls as needed

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?

I wasn't involved with the selection/purchase process

Did implementation of Nextiva Contact Center go as expected?

Yes

Would you buy Nextiva Contact Center again?

Yes

Other Software Used

Microsoft 365, Azure AI Content Safety, Amadeus Central Reservation System

Likelihood to Recommend

Once we mapped out the call flows, we were able to implement them live immediately and, in real time, see success areas and areas in need of development. The real time aspect of the config portal assisted greatly with dev work. We have multiple staff assigned to multiple contact centers as needed. Admins can move staff in an out as well.

It might be less appropriate for a single staff member working in one department.

Nextiva VOIP Call Center Category - Travel Management Company

Software Version

Overall Satisfaction with Nextiva Contact Center