Item: Nextiva Contact Center
Rating: 9
Author: Dustin Alise

Use Cases and Deployment Scope

We use Nextiva for our main business line so that customers can contact us. We also offer a Call Center service for our customers so that their attendees can call us if they have an issue with their order/tickets. The problems Nextiva is solving for us are to improve customer relations/service, Cost management, Create internal/operational efficiencies, and Improve business process agility.

Pros and Cons

Nextiva allows you to set up the Contact Center to fit your exact needs.
The Contact Center has a consistency of quality. Dropped calls or interrupted calls are very rare. The voice quality is always great on both ends.
The Contact Center allows us to have a Call Center with 50+ numbers to assist our customers attendees. At the same time, it allows us to have a main line for our Customer Support, Sales, etc...

I would like the ability to change settings globally to update our three different call centers.
Authentication on the mobile app could use some work. It makes me sign-in over and over again. I get a "Session Expired" message even when I am signed in.
I would like there to be an easier solution for the Auto Attendant & DNIS connection. I often have to do the same thing in two different places.

Return on Investment

With the Contact Center, we can have 4 - 5 reps support 50+ phone lines.
Being able to have a dial by number directory has eliminated the need for a receptionist on our main line.
Nextiva has given us the agility to support multiple events, customers, etc. at the same time, which ultimately boosts revenue.

Alternatives Considered

RingCentral Contact Center

We switched to Nextiva because they offered more flexible options than our previous system. Nextiva also offered a lower cost for what we were looking to do. Nextiva also gave us the opportunity to expand our contact center as we grew. The contact center allowed us to set up each phone number in the specific way that we needed to.

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

Other Software Used

Zendesk Suite

Likelihood to Recommend

We use Nextiva every day in our company. I like how we have a lot of different customizable options. You can use Nextiva in several different ways. There are also several different ways to use/manage Nextiva, with their Mobile App, Desktop App, and from a browser. Their support is reachable via phone, chat, or email. Nextiva makes integrating with other platforms and implementing new features or functions easy. Just a heads up, depending on how you use Nextiva daily, the backend setup for call centers can be a little tricky.

Nextiva Contact Center: Your All In One Solution

Software Version

Overall Satisfaction with Nextiva Contact Center