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Nextiva is utilized by varied kinds of organizations, together with small enterprise, startups, and even NFL groups, to modernize the way in which they convey with their prospects. 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 speak to administration — all simply accessible by means of a unified dashboard. Plus, Nextiva comes with glorious automation and analytics options.

Nextiva’s pricing

Nextiva presently affords separate options for small enterprise telephone providers and enterprise contact facilities, every with its personal set of pricing tiers.

Nextiva Small Enterprise pricing

• Digital: Beginning at $20 per consumer per thirty days.
• Core: Beginning at $30 per consumer per thirty days.
• Have interaction: Beginning at $40 per consumer per thirty days.
• Energy Suite: Beginning at $60 per consumer per thirty days.

All costs replicate an annual subscription. Month-to-month pricing is on the market at a 25 % markup.

Digital plans do embrace inbound and outbound calling — Core plans and better do. The Digital plan is geared toward firms trying to handle their manufacturers on-line popularity and provide on-line help channels, resembling social messaging and electronic mail.

Core plans provide enterprise telephone service, important name dealing with capabilities, enterprise SMS, and video conferencing. All of those options and channels are accessible in Nextiva’s unified platform.

Have interaction affords extra highly effective name dealing with options that may help an inbound name middle. It’s designed for bigger organizations and rising groups. Energy Suite is particularly designed for gross sales and repair groups that want instruments to automate name middle workflows.

Nextiva Enterprise pricing

• Important: Beginning at $129 per consumer per thirty days.
• Skilled: Beginning at $159 per consumer per thirty days.
• Premium: Beginning at $199 per consumer per thirty days.

Nextiva’s Enterprise Contact Heart resolution is a stable choice for firms looking for to create an omnichannel buyer communication portal, full with chat, electronic mail and SMS — although the Important plan solely contains one channel. Skilled and Premium plans help full omnichannel buyer expertise.

This is a perfect resolution for firms trying to enhance contact middle CX as each plan comes with instruments for coaching brokers, instruments to automate workflows, and workforce administration options.

Nextiva’s key options

Nextiva affords a full vary of enterprise communication capabilities inside a unified platform — however each supplier says that. Right here’s a better take a look at what makes it distinctive.

Straightforward setup

Getting began with Nextiva is an easy course of — it’s only a matter of signing up, downloading the app and putting in it in your units simply as you’ll with some other cellular app or laptop program. From there, you possibly can configure your account and port over your telephone numbers or choose new ones inside a couple of clicks by way of Nextiva’s guided setup.

Nextiva additionally excels in ease of use, seeing because the NextivaONE app brings all of the options brokers want underneath one roof. Buyer profiles, workforce chats and lots of different communication channels are all shortly accessible with out hiding behind sophisticated menus and sub-menus.

The identical story goes for admins. Organising name flows is extremely visible (and due to this fact simple), and the platform’s analytics are additionally easy to find and digest. In any case, for those who ever run into hassle, Nextiva’s 24/7 customer support workforce can have your again.

Model administration instruments

Nextiva affords a helpful suite of instruments designed to assist firms monitor and enhance a model’s on-line popularity. These instruments embrace real-time monitoring of buyer suggestions throughout a number of channels, resembling social media and assessment platforms. Companies can shortly establish tendencies in buyer sentiment and deal with points proactively, guaranteeing a optimistic model notion.

Moreover, Nextiva’s analytics dashboard consolidates key metrics associated to buyer interactions, making it simpler to trace model efficiency and measure the influence of popularity administration efforts. Automated alerts notify groups of destructive opinions or mentions, enabling immediate responses.

Unified enterprise communication platform

Nextiva affords any channel you want inside a single platform together with pre-built integrations with fashionable enterprise software program. Consolidating each channel inside an easy-to-use interface simplifies administration and the day-to-day life of each worker.

Small companies profit by gaining professional-grade communication options with out having to rent a ton of IT roles. Bigger organizations can scale back the variety of instruments they use to speak with prospects, streamline operations, and scale back prices.

Legacy tools might be built-in into your new cloud communications system. When you want {hardware}, Nextiva offers you the choice to buy or lease pre-configured VoIP headsets, desk telephones, convention telephones, in addition to adapters for fax machines and landline telephones.

Omnichannel contact middle options

Nextiva’s contact middle resolution centralizes communication channels, highly effective routing capabilities, automations and enterprise-grade options (while 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, name middle 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 enterprise communications platform. It contains all of the instruments needed for distant brokers to carry video, textual content and voice communications with prospects — from any appropriate gadget.

It offers brokers entry to in-depth buyer profiles with data from an built-in CRM. It offers them the power to depart notes subsequent to every contact, so their colleagues have the context needed for future calls.

The app contains a number of workforce collaboration instruments. Staff members can talk internally by way of one-on-one chats, they usually can ship out and obtain each emails and SMS texts immediately throughout 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 fundamental process administration functionalities like to-do lists.

Different notable options embrace assembly scheduling with the choice to sync conferences by means of Microsoft Outlook and Google Workspace, video convention display sharing, inbound and outbound name historical past and extra.

Automation builder

Nextiva affords a broad collection of automation instruments that vary from easy to advanced. When it comes to the fundamentals, the platform means that you can route callers to the suitable departments by way of normal or multi-level auto-attendants.

You’ll be able to arrange automated voicemail-to-email/SMS notifications, allow voicemail transcriptions and ship out automated follow-ups to prospects — all by way of a simple interface.

Nextiva’s automation instruments really come to life inside its AI-powered contact middle. Brokers can save appreciable quantities of time throughout outbound and inbound calls by means of automated dialers, dynamic scripting and skill-based routing throughout all digital channels.

Most notably, Nextiva means that you can arrange each speech-enabled IVR and IVA programs. In brief:

• IVR (Interactive Voice Response) programs use pure language processing to detect and reply to fundamental buyer inquiries so callers can simply verify account balances or have their name routed to a selected division, as an illustration.
• IVA (Interactive Digital Agent) takes this idea to a brand new degree by utilizing AI to establish buyer sentiment, escalate calls to reside brokers if wanted, provide applicable recommendations primarily based on a buyer’s historical past, and pull data from the corporate’s data base to current to prospects.

One other helpful characteristic is the power to arrange name middle 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

Contact middle analytics assist groups make data-driven selections, and Nextiva is able to reporting on all of the vital metrics throughout each channel. You’ll be able to see a common overview of those metrics by means of an easy-to-follow dashboard with graphs and charts, or you possibly can zoom in on the small print by viewing the info as tables and logs.

SEE: Uncover seven issues high-quality name middle analytics might help you resolve. 

Nextiva means that you can filter your analytics by classes like location, name teams, telephone numbers and consumer exercise, with every class having its personal sub-filters and customised methods to visualise information.

As an illustration, you possibly can analyze a selected agent’s exercise or choose a number of customers to measure workforce efficiency as a bunch. Alternatively, you possibly can even choose two brokers and put them side-by-side to check their productiveness.

One other helpful characteristic is the power to replay recorded calls by means of the decision logs and depart notes or rankings. You’ll be able to then depart suggestions for brokers together with all the recorded name or a portion of it from immediately throughout the dashboard.

Gamification

Nextiva can encourage pleasant competitors amongst staff by means of easy-to-set-up gamified leaderboards, accessible within the platform’s analytics dashboard. The leaderboards are extremely customizable — you possibly can give attention to varied metrics, have particular person brokers or total groups compete with one another, and decide between a stable collection 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 choosing up the decision by way of 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 sort of particulars related to your small business. Name Pop shortly pulls in buyer particulars out of your built-in CRM, providing you with extra management over what brokers must 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 may also ship an automatic survey after the decision ends, and the next response might be displayed on the agent’s display the following time the shopper calls.

Nextiva professionals

• Plug-and-play {hardware}.
• Make calls from any gadget.
• You need to use current units.
• Guided setup and intuitive interface.
• Nice buyer help.
• Extremely dependable and safe.
• Broad product choice.
• Constructed-in workforce collaboration.
• Robust integrations.
• Threaded conversations.
• Model administration suite.

Nextiva cons

• Video conferences are capped at 45 minutes.
• Entry-level plan lacking inbound/outbound voice.
• Superior VIR options solely with premium plans.
• CRM integrations are solely on greater tiers.

Options to Nextiva

Nextiva affords an distinctive steadiness of ease of use, affordability, worth, and customer support. The desk beneath reveals the way it compares to essentially the most fashionable Nextiva alternate options in a number of key areas.

Word: we’re trying on the Nextiva Core plan right here (not its entry-level, Digital plan) as a result of it contains inbound/outbound voice, which comes normal with the opposite suppliers.

RingCentral

RingCentral affords 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. Nonetheless, it could be more durable to arrange and use than Nextiva. Plus, RingCentral is overkill for lots of companies. See my full comparability of Nextiva vs RingCentral for an entire breakdown of how these two prime suppliers evaluate or my full RingCentral assessment to study extra.

Ooma

When you want conventional desk telephones, most suppliers will work simply high-quality, however Ooma makes the setup course of as simple because it will get with pre-configured units and an extremely easy telephone system. Inner collaboration instruments, like video conferences and workforce chat, are solely on greater tiers, however it’s an awesome choice for those who want one thing easy. See my assessment of Ooma for an in-depth take a look at its full product providing.

Zoom Cellphone

Zoom Cellphone affords a novel limitless worldwide calling add-on plus international plans that work in additional than 50 international locations. There’s additionally an reasonably priced pay-as-you-go plan for those who don’t want limitless utilization. Total, it’s an awesome alternative for those who’re not in the USA or deal with a excessive quantity of worldwide calls. Take a look at my full assessment of Zoom Cellphone to study extra.

CallHippo

When you’re an excellent small enterprise on a decent finances otherwise you hardly ever deal with calls, CallHippo affords loads of options at an reasonably priced worth. It is usually one of many few suppliers to supply a standalone outbound dialer if that’s all you want.

Methodology

I examined Nextiva primarily based on the next standards and questions.

• Setup: How briskly was the setup course of? Did I want lively intervention from the customer support groups, or was the guided setup course of simple sufficient to deal with every little thing by myself?
• Ease of use: Was it simple 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 means of tons of menus and sub-menus?
• UCaaS telephone performance: Did Nextiva provide the instruments needed to take care of communications throughout all the channels I usually use?
• Enterprise telephone plans: How scalable and reasonably priced are they? How nicely do they stack up in opposition to different opponents?
• Name middle options: How versatile are the plans? May I make a transition to Nextiva with out disrupting my present workflows? Do the options justify the pricing?
• Automation: Does Nextiva provide the instruments essential to automate routine duties and reduce the load on staff? How simple is it to take action?
• Analytics: What kinds of metrics might I observe throughout assessments and reside trials? Was the data offered 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 convey extra worth for cash in comparison with its opponents? Is its scalability reasonably priced and gradual, or would I’ve to interrupt the financial institution each time I wanted to maneuver to an upgraded package deal?