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Nextiva VoIP Call Center Best Choice VOIP
February 02, 2024

Nextiva VoIP Call Center Best Choice VOIP

Eric Knowles | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Pro

Overall Satisfaction with Nextiva VoIP Call Center

My company uses Nextiva VoIP Call Center desk phones and service for our office ( 15 devices ). The mobile app gives our techs the ability to utilize their mobile phones as a proxy for their desk phones. The mobile app is even more helpful to our office staff, allowing them to seamlessly answer and make calls remote locations, such as when they are working from their home office.
  • Mobile app is a seamless proxy for a users desk phone.
  • Voicemail-to-email provides a clear, high quality recording.
  • Fully functional desktop app makes the desktop phone unnecessary.
  • Call audio quality is superb.
  • I'd like to be able block numbers globally through the web portal rather than having it done through tech support.
  • Mobile app sometimes continues to ring even though the call has been picked up via the desktop app or physical phone.
  • Nextiva VoIP Call Center rate is almost 50% cheaper than what we had with Mitel.
Compared to Mitel, Nextiva VoIP Call Center provides better quality calls. With Mitel we had daily dropped and garbled calls. With Nextiva VoIP Call Center, we have maybe one dropped call every couple of months, and zero garbled calls. Nextiva VoIP Call Center's mobile and desktop apps have a more intuitive interface, which has increased usage among staff and reduced training and IT time. Nextiva VoIP Call Center customer support has been three times faster than Mitel, on average. Knowledgeable CSRs rarely have to move our calls to another level, which makes getting help much quicker.

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

Nextiva VoIP Call Center is well-suited for a company with staff that works partially or fully remote. With Nextiva VoIP Call Center's centralized system, there's no need for staff to give out mobile numbers. Each staff member has one company number that can be utilized from multiple devices and applications.

High speed internet is NOT required. Our office has only 82mpbs download and 17 mbps upload, and we still get high quality call audio with rare call drops. That being said, companies with internet connectivity issues are going to struggle with any VOIP system.

Nextiva Contact Center Feature Ratings

10.0
Agent dashboard
10
Validate callers
10
Outbound response
10
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
10
Interactive voice response
10
Call tracking
10
Multichannel integration
10
CRM software integration
10
9.8
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
10
Historical reporting
10
Live reporting
9
Customer surveys
9
Customer interaction analytics
10
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Nextiva VoIP Call Center

15 - Office staff, Management, Engineers, and Service Techs.
1 - I provide support as the office manager. I am able to make changes for users via the web portal, which is intuitive. I probably make a couple of support calls a year to get global blocks added for the occasional phone number.
  • Desktop use
  • Remote use for staff working from their home office.
  • Remote use for service techs working in the field
  • Ability to remotely answer the main call in number and transfer calls via the app.
  • Better interaction between service techs in the field and office/remote staff.
  • We have not yet integrated SMS messaging, but that's on my radar.
  • Analytics provides a wealth of information I have yet to dive into.
Service has been exemplary and we are happy with the voice quality and connectivity.