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Nextiva Inc

Nextiva Contact Center

8.4 /10

17 Reviews Write a Review

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

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Awards & Recognition

Nextiva Contact Center won the following awards in the Contact Center as a Service - Midmarket category

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2024 Data Quadrant Gold Medalist

Latest Award, 2024

10 Top Rated Capabilities

10 Top Rated Features

Latest Award, 2024

Nextiva 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.

97 Likeliness to Recommend

2
Since last award

100 Plan to Renew

87 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

+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?

0% Negative

0% Neutral

100% Positive

Pros

Helps Innovate
Enables Productivity
Acts with Integrity
Reliable

Feature Ratings

Average 90

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

Average 91

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

Validated Review

Verified Reviewer

Submitted Mar 2024

Amazing customer service & technical support team.

Likeliness to Recommend

10 /10

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

Validated Review

Anonymous Reviewer

Submitted Mar 2024

Nextiva has been an amazing tool to the company

Likeliness to Recommend

10 /10

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Brandon K.

Role: Sales Marketing
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2024

Love the ease of use for this product.

Likeliness to Recommend

7 /10

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

Latest Research

Nextiva Contact Center

What is Nextiva Contact Center?

Company Details

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Awards & Recognition

2024 Data Quadrant Gold Medalist

Nextiva Contact Center Ratings

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

+88 Net Emotional Footprint

How much do users love Nextiva Contact Center?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Nextiva Contact Center Reviews

Brianna P.

Amazing customer service & technical support team.

Likeliness to Recommend

Pros

Nextiva has been an amazing tool to the company

Likeliness to Recommend

Pros

Brandon K.

Love the ease of use for this product.

Likeliness to Recommend

Pros

Cons

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2
Since last award

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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

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