Item: Nextiva Contact Center
Rating: 9
Author: Tiffany Bloss

Use Cases and Deployment Scope

We have used Nextiva VoIP for several years and it really supports us with connecting with callers who need our services. Our line of work is critical to have a consistent service and be reachable 24/7. The voice quality is crisp and clear and the system is easy to navigate for a diverse population of employees. When we reach out for support, either by phone or by chat, we are connected with someone who understands the system and is able to make adjustments to solve our concerns in a really timely manner so we can continue to provide uninterrupted service. The Nextiva Recorder allows us to seamlessly perform quality assurance checks and support our employees with additional training needs as it is appropriate. The sound quality is clear and the site is very easy to navigate. We are really pleased with the product and the service we receive. The cost is very manageable so that is an added bonus!

Pros and Cons

Knowledgeable Customer Service Support
Easy to Use Platform
Cost Efficient for a Non-Profit

When we do reach out for support, sometimes the wait time is lengthy - could be 30 minutes.
When we barge into an employee's call, there is a loud tone noise (only heard by the employee) but it can be really distracting.
Training for the Admin Dashboard when the organization has had transition is not available and has been taxing to learn independently.

Return on Investment

Positive: We are able to support saving lives - literally
We answer over 1,500 calls per month on the lines and are reachable - that is important to us.

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

When I Work

Likelihood to Recommend

We utilize Nextiva VoIP Call Center on a daily basis, as it is the focal point of the work we do. Allowing our employees the ease of access, simplicity of the dashboard for their views, and the simple process from ring to answer has been incredibly beneficial. People can get really nervous about learning new software and we have found that it is fairly well received and ease of use happens quickly. We are genuinely able to support life-assisting for people really struggling because we have a great service in Nextiva VoIP.

Nextiva - A Positive Game Changer

Software Version

Overall Satisfaction with Nextiva VoIP Call Center