Nextiva Contact Center Makes Managing an In-house Call Center Simple!
July 16, 2024

Nextiva Contact Center Makes Managing an In-house Call Center Simple!

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Nextiva Contact Center

As the head of our marketing team, I use Nextiva Contact Center to monitor call quality and volume, and perform regular reporting duties. It is difficult to keep a close eye on employee performance and other KPIs without a united call center software, so Nextiva Contact Center makes it easy to log into one program and have all the tools I need at my fingertips.

Pros

  • I appreciate having the ability to watch our call dashboard and see real-time call data.
  • Ease-of-use is a key feature that me and my team appreciate. In order for our call center to serve our clients, they need to be able to answer calls and log in quickly and easily without hurdles. Reporting and administrative tools are simple to use, too.
  • The quality of our incoming calls is very clear, and so are recorded calls. This makes monitoring and analyzing calls easy.

Cons

  • More advanced data visualization/reporting would be helpful to better track performance and identify trends.
  • It would be nice if it was easier to identify calls when going through recordings. We experience high call volume and sorting through them can get tedious.
  • Reading through instructions can be a lengthy process when educating yourself or a big team of employees.
  • Nextiva Contact Center's reporting has allowed us to monitor historical trends and plan staffing and company goals more effectively.
  • Me and the rest of our administrative team appreciate having access to real-time data and metrics through our performance dashboards. We keep it up on a screen in our call center for better visibility. It also helps motivate our agents to respond quickly and provide top-notch care.
  • Because we were able to integrate Nextiva Contact Center into our CRM, we have found that it makes setting up inquiries and new contacts about 5-10% faster than without an integration.
Nextiva Contact Center is very straightforward to use, and our team has told me that the transition over to the program was fast and simple. They had lots of customer support available for setup and troubleshooting.

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?

I wasn't involved with the implementation phase

Would you buy Nextiva Contact Center again?

Yes

We have over 50 locations and an in-house call center, so having a united platform to perform customer service duties is absolutely critical. Nextiva Contact Center is a very effective solution for large teams and multi-location businesses. If you need to regularly report on call volume and agent performance, it is extremely helpful. A very small team may not benefit from it as much as a medium to large scale one.

Nextiva Contact Center Feature Ratings

9.1
Agent dashboard
9
Validate callers
9
Outbound response
8
Call forwarding
10
Click-to-call (CTC)
9
Warm transfer
10
Predictive dialing
10
Interactive voice response
10
REST APIs
8
Call scripts
8
Call tracking
9
Multichannel integration
8
CRM software integration
10
8.9
Inbound call routing
8
Omnichannel inbound routing
8
Recording
9
Quality management
10
Call analytics
9
Historical reporting
8
Live reporting
10
Customer surveys
Not Rated
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

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