.png){kind=small}
What is Nextiva Contact Center?
Integrated with Nextiva Phone System and the latest generative AI technology, Nextiva Contact Center enables organizations to engage with customers across channels and gives agents the nimble collaboration tools they need to increase first call resolution and improve customer satisfaction.
Company Details
Need Assistance?
We're here to help you with understanding our reports and the data inside to help you make decisions.
Get AssistanceNextiva Contact Center Ratings
Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
to access more information on Nextiva Contact Center.
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
97 Likeliness to Recommend
2
Since last award
100 Plan to Renew
87 Satisfaction of Cost Relative to Value
1
Since last award
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+88 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Nextiva Contact Center?
Pros
- Helps Innovate
- Enables Productivity
- Acts with Integrity
- Reliable
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Multi Channel Queue Management
Skills Based Routing
Contact Center Analytics
Workforce Management
Screen Prompts
Knowledge Management
Call Scripting and Call Flow Management
Ticket Management
Contact Center Compliance Management
Call Recording
Multi Channel Intake Integration
Vendor Capability Ratings
Ease of Implementation
Product Strategy and Rate of Improvement
Availability and Quality of Training
Vendor Support
Breadth of Features
Ease of Customization
Quality of Features
Business Value Created
Ease of Data Integration
Usability and Intuitiveness
Ease of IT Administration
Nextiva Contact Center Reviews
Brianna P.
- Role: Operations
- Industry: Other
- Involvement: End User of Application
Submitted Mar 2024
Amazing customer service & technical support team.
Likeliness to Recommend
What differentiates Nextiva Contact Center from other similar products?
To be perfectly frank, we have never considered other products, but we haven't had to because Nextiva has everything we need.
What is your favorite aspect of this product?
The customer service is exceptional. Quick to respond, and my issue is always resolved.
What do you dislike most about this product?
I do think the quality of the voice recordings could be improved. I recorded a very high-quality intro message for when people call our firm, but I had to significantly reduce the quality in order for the platform to accept it.
What recommendations would you give to someone considering this product?
Just speak with anyone on the sales team! Everyone is very nice, I haven't had one bad experience yet.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
- Role: Sales Marketing
- Industry: Transportation
- Involvement: End User of Application
Submitted Mar 2024
Nextiva has been an amazing tool to the company
Likeliness to Recommend
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Brandon K.
- Role: Sales Marketing
- Industry: Technology
- Involvement: End User of Application
Submitted Mar 2024
Love the ease of use for this product.
Likeliness to Recommend
What differentiates Nextiva Contact Center from other similar products?
By consolidating our communication infrastructure into a single platform, Nextiva Contact Center helps us reduce costs associated with managing multiple systems and vendors. Additionally, features like automated routing and self-service options can further optimize resource allocation and minimize operational expenses.
What is your favorite aspect of this product?
Nextiva Contact Center seamlessly integrates with popular Customer Relationship Management (CRM) systems, allowing agents to access customer information and interaction history directly within the contact center interface. This empowers agents to provide personalized and contextually relevant support, leading to enhanced customer experiences.
What do you dislike most about this product?
I need an alert or email notification when I miss a call or receive a voicemail.
What recommendations would you give to someone considering this product?
Overall, Nextiva Contact Center stands out for its comprehensive feature set, user-friendly interface, and scalability, making it an ideal solution for businesses looking to enhance their customer service operations and drive greater customer satisfaction.
Pros
- Efficient Service
- Effective Service
- Caring
- Respectful
Cons
- Slower Product Innovation
- Less Generous
- Charges for Enhancements
