Nextiva’s quick informationBeginning value: $28.95 per person monthly Key options:
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Nextiva is usually often called the go-to enterprise cloud communications platform. It’s versatile and dependable, and its customer support groups are top-notch.
The platform brings a broad set of options for workforce collaboration, buyer communication and get in touch with administration — all simply accessible by way of a unified dashboard. Plus, Nextiva comes with wonderful automation and analytics options.
Nextiva’s pricing
Nextiva presently contains two merchandise in its major providing: one for enterprise communication and one for gross sales, service and help groups. Every of those merchandise has its personal separate pricing constructions.
Nextiva Buyer Dialog Suite
- Important: Beginning at $28.95 per person monthly.
- Skilled: Beginning at $32.95 per person monthly.
- Enterprise: Beginning at $442.95 per person monthly.
Nextiva’s Buyer Dialog answer is made for corporations that desire a easy VoIP platform to unify buyer communication throughout voice, video and textual content.
Nextiva Buyer Expertise Suite
- Important: Beginning at $129 per person monthly.
- Skilled: Beginning at $159 per person monthly.
- Premium: Beginning at $199 per person monthly.
Nextiva’s Buyer Expertise answer is a stable choice for corporations searching for to create an omnichannel buyer communication portal, full with chat, e-mail and SMS — although the Core plan solely contains one channel.
The Buyer Expertise answer additionally presents the options essential to streamline contact heart workflows — like skill-based routing in addition to workforce and workflow optimization instruments.
Nextiva Model Administration Suite
- Customary: $149 monthly + $99 per extra person monthly.
- Progress: $299 monthly + $99 per extra person monthly.
- Enterprise: Customized pricing solely.
If you would like a simple approach to handle critiques, incoming customer support tickets, and social media channels in a single place, the Model Administration Suite may go properly for you. It features a centralized inbox, social listening, analytics, customized routing and workflows, automated responses and competitor analytics.
Nextiva’s key options
On the floor, Nextiva is just like each different enterprise communications platform on the market. Right here’s a more in-depth take a look at what makes it distinctive.
Simple setup
Getting began with Nextiva is a straightforward course of — it’s only a matter of signing up, downloading the app and putting in it in your gadgets simply as you’ll with some other cellular app or laptop program. From there, you may configure your account and port over your telephone numbers or choose new ones inside a number of clicks through Nextiva’s guided setup.
Nextiva additionally excels in ease of use, seeing because the NextivaONE app brings all of the options brokers want beneath one roof. Buyer profiles, workforce chats and plenty of different communication channels are all rapidly accessible with out hiding behind difficult menus and sub-menus.
The identical story goes for admins. Establishing name flows is extremely visible (and due to this fact straightforward), and the platform’s analytics are additionally easy to find and digest. In any case, if you happen to ever run into hassle, Nextiva’s 24/7 customer support workforce can have your again.
Enterprise communication platform
Nextiva presents VoIP providers for companies of all sizes. Each plan contains limitless voice calling, video conferencing, workforce chat, auto attendants, voicemail transcription and on-line faxing plus toll-free and native telephone numbers at no additional cost.
You may also profit from name recording, voice analytics and textual content messaging relying in your plan.
In the event you want {hardware}, Nextiva offers you the choice to buy or lease pre-configured VoIP desk, cordless and convention telephones, in addition to headsets and adapters.
Omnichannel contact heart options
For companies that want extra energy, Nextiva’s buyer expertise suite centralizes communication channels, highly effective routing capabilities, automations and enterprise-grade options (if you’re prepared). From easy voice-only deployments to true omnichannel help, there’s one thing for companies of all sizes.
Each buyer expertise plan contains outbound dialers, marketing campaign administration, built-in CRM capabilities, automations and workflow builders, and voice or digital bots.
Even on the most cost-effective tier, you get a ton of energy to optimize operations and route calls at excessive quantity.
Increased plans include workforce administration, high quality assurance, efficiency administration and agent engagement capabilities. There’s loads of room to develop.
NextivaONE app
NextivaONE is the app model of Nextiva’s Buyer Dialog platform. It contains all of the instruments needed for distant brokers to carry video, textual content and voice communications with clients — from any suitable machine.
NextivaOne offers brokers entry to in-depth buyer profiles with data from an built-in CRM. It offers them the power to go away notes subsequent to every contact, so their colleagues have the context needed for future calls.
The app contains a number of workforce collaboration instruments. Workforce members can talk internally through one-on-one chats, and so they can ship out and obtain each emails and SMS texts immediately inside the interface.
Moreover, workforce members can maintain group chats in addition to video and voice convention calls within the platform’s collaboration rooms, that are full with file sharing and primary activity administration functionalities like to-do lists.
Different notable options embrace assembly scheduling with the choice to sync conferences by way of Microsoft Outlook and Google Workspace, video convention display screen sharing, inbound and outbound name historical past and extra.
Automation builder
Nextiva presents a broad choice of automation instruments that vary from easy to complicated. When it comes to the fundamentals, the platform lets you route callers to the suitable departments through customary or multi-level auto-attendants.
You possibly can arrange automated voicemail-to-email/SMS notifications, allow voicemail transcriptions and ship out automated follow-ups to clients — all through an easy interface.
Nextiva’s automation instruments really come to life inside its AI-powered contact heart. Brokers can save appreciable quantities of time throughout outbound and inbound calls by way of automated dialers, dynamic scripting and skill-based routing throughout all digital channels.
Most notably, Nextiva lets you arrange each speech-enabled IVR and IVA techniques. Briefly:
- IVRs use pure language processing to detect and reply to primary buyer inquiries so callers can simply examine account balances or have their name routed to a selected division, as an illustration.
- IVAs take this idea to a brand new degree by leveraging AI to establish buyer sentiment, escalate calls to stay brokers if wanted, supply applicable recommendations based mostly on a buyer’s historical past and pull data from the corporate’s data base to current to clients.
One other useful characteristic is the power to arrange name heart thresholds. Nextiva will notify brokers and supervisors everytime you expertise a sudden rise in wait occasions or name volumes that surpass your set thresholds.
Analytics and reporting
Nextiva’s name analytics are in-depth sufficient to trace metrics like name volumes (whether or not inbound, outbound or blended), speak occasions and extra. You possibly can see a normal overview of those metrics by way of an easy-to-follow dashboard with graphs and charts, or you may zoom in on the main points by viewing the info as tables and logs.
Nextiva lets you filter your analytics by classes like location, name teams, telephone numbers and person exercise, with every class having its personal sub-filters and customised methods to visualise information.
For example, you may analyze a selected agent’s exercise or choose a number of customers to measure workforce efficiency as a bunch. Alternatively, you may even choose two brokers and put them side-by-side to check their productiveness.
One other useful characteristic is the power to replay recorded calls by way of the decision logs and depart notes or rankings. You possibly can then depart suggestions for brokers together with all the recorded name or a portion of it from immediately inside the dashboard.
Gamification
Nextiva can encourage pleasant competitors amongst staff by way of easy-to-set-up gamified leaderboards, out there within the platform’s analytics dashboard. The leaderboards are extremely customizable — you may concentrate on varied metrics, have particular person brokers or complete groups compete with one another, and decide between a stable choice of leaderboard themes. The information displayed within the leaderboards is up to date in real-time.
Name Pop
Nextiva’s Name Pop performance offers brokers all the shopper data needed earlier than selecting up the decision through a pop-up. This enables them to regulate their ways on the fly and supply personalised experiences.
This data can embrace the shopper’s account worth, final buy, survey response historical past, sentiment or some other kind of particulars related to your corporation. Name Pop rapidly pulls in buyer particulars out of your built-in CRM, providing you with extra management over what brokers have to see.
As soon as an agent picks up a name, they’ll have the ability to see the shopper’s full profile in NextivaONE, together with notes and up to date conversations for additional context. Nextiva will even ship an automatic survey after the decision ends, and the next response shall be displayed on the agent’s display screen the subsequent time the shopper calls.
Nextiva execs
- Plug-and-play {hardware}.
- Make calls from any machine.
- You should utilize current gadgets.
- Guided setup and intuitive interface.
- Nice buyer help.
- Extremely dependable and safe.
- Broad product choice.
- Constructed-in workforce collaboration.
- Sturdy integrations.
- Threaded conversations.
- Model administration suite.
Nextiva cons
- Video conferences are capped at 45 minutes.
- Entry-level plan lacking texting and multi-level auto attendant.
- No video or voice calling transcriptions on primary plans.
- Premium integrations are solely on greater tiers.
Options to Nextiva
Nextiva presents an distinctive steadiness of ease of use, affordability, value and customer support. The desk under reveals the way it compares to its closest opponents in key areas.
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| Setup | |||||
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| Faxing | |||||
| Integrations |
RingCentral
RingCentral presents way more integration and customization choices; it has greater than 400 APIs and 300 integrations on prime of a variety of superior options you received’t discover elsewhere. Nevertheless, it’s more durable to arrange and use. Plus, RingCentral is overkill for lots of companies.
Ooma
In the event you want conventional desk telephones, most suppliers will work simply high quality, however Ooma makes the setup course of as straightforward because it will get with pre-configured gadgets and an extremely easy telephone system. Inner collaboration instruments, like video conferences and workforce chat, are solely on greater tiers, however it’s an amazing choice if you happen to want one thing easy.
Zoom Cellphone
Zoom Cellphone presents a novel limitless worldwide calling add-on plus world plans that work in additional than 50 nations. There’s additionally an inexpensive pay-as-you-go plan if you happen to don’t want limitless utilization. General, it’s an amazing alternative if you happen to’re not in the USA or deal with a excessive quantity of worldwide calls.
CallHippo
In the event you’re a brilliant small enterprise on a decent finances otherwise you hardly ever deal with calls, CallHippo presents plenty of options at an inexpensive value. Additionally it is one of many few suppliers to supply a standalone dialer if that’s all you want.
Methodology
I examined Nextiva based mostly on the next standards and questions.
- Setup: How briskly was the setup course of? Did I would like energetic intervention from the customer support groups, or was the guided setup course of straightforward sufficient to deal with every little thing alone?
- Ease of use: Was it straightforward to get acquainted with the platform? Did I discover all of the options I wanted the place I anticipated them to be, or did I’ve to dig by way of tons of menus and sub-menus?
- UCaaS telephone performance: Did Nextiva supply the instruments needed to take care of communications throughout the entire channels I typically use?
- Enterprise telephone plans: How scalable and inexpensive are they? How properly do they stack up towards different opponents?
- Name heart options: How versatile are the plans? Might I make a transition to Nextiva with out disrupting my present workflows? Do the options justify the pricing?
- Automation: Does Nextiva supply the instruments essential to automate routine duties and reduce the load on staff? How straightforward is it to take action?
- Analytics: What forms of metrics may I observe throughout assessments and stay trials? Was the knowledge introduced in a digestible method?
- Customer support: How responsive and useful had been the customer support groups? What do different customers must say about them?
- Pricing: Does Nextiva’s providing carry extra worth for cash in comparison with its opponents? Is its scalability inexpensive and gradual, or would I’ve to interrupt the financial institution each time I wanted to maneuver to an upgraded package deal?
