Is it Proper for My Enterprise?

Nextiva is utilized by numerous varieties of organizations, together with small enterprise, startups, and even NFL groups, to modernize the way in which they impart with their clients. It’s versatile and dependable, and its customer support groups are top-notch.

The platform brings a broad set of options for staff collaboration, buyer communication and make contact with administration — all simply accessible via a unified dashboard. Plus, Nextiva comes with glorious automation and analytics options.

Nextiva’s pricing

Nextiva at present presents separate options for small enterprise cellphone providers and enterprise contact facilities, every with its personal set of pricing tiers.

Nextiva Small Enterprise pricing

• Digital: Beginning at $20 per person per 30 days.
• Core: Beginning at $30 per person per 30 days.
• Interact: Beginning at $40 per person per 30 days.
• Energy Suite: Beginning at $60 per person per 30 days.

All costs mirror an annual subscription. Month-to-month pricing is offered at a 25 % markup.

Digital plans do embody inbound and outbound calling — Core plans and better do. The Digital plan is geared toward corporations trying to handle their manufacturers on-line status and supply on-line assist channels, akin to social messaging and e-mail.

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

Interact presents extra highly effective name dealing with options that may assist 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 person per 30 days.
• Skilled: Beginning at $159 per person per 30 days.
• Premium: Beginning at $199 per person per 30 days.

Nextiva’s Enterprise Contact Middle resolution is a strong possibility for corporations looking for to create an omnichannel buyer communication portal, full with chat, e-mail and SMS — although the Important plan solely consists of one channel. Skilled and Premium plans assist full omnichannel buyer expertise.

This is a perfect resolution for corporations 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 presents a full vary of enterprise communication capabilities inside a unified platform — however each supplier says that. Right here’s a more in-depth take a look at what makes it distinctive.

Simple 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 gadgets simply as you’ll with every other cellular app or pc program. From there, you’ll be able to configure your account and port over your cellphone numbers or choose new ones inside a couple 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 underneath one roof. Buyer profiles, staff 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 simple), and the platform’s analytics are additionally easy to find and digest. In any case, in the event you ever run into bother, Nextiva’s 24/7 customer support staff can have your again.

Model administration instruments

Nextiva presents a helpful suite of instruments designed to assist corporations monitor and enhance a model’s on-line status. These instruments embody real-time monitoring of buyer suggestions throughout a number of channels, akin to social media and evaluate platforms. Companies can rapidly determine developments in buyer sentiment and tackle points proactively, guaranteeing a constructive 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 status administration efforts. Automated alerts notify groups of unfavorable critiques or mentions, enabling immediate responses.

Unified enterprise communication platform

Nextiva presents any channel you want inside a single platform together with pre-built integrations with widespread 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 clients, streamline operations, and scale back prices.

Legacy gear might be built-in into your new cloud communications system. Should you want {hardware}, Nextiva provides 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 (once you’re prepared). From easy voice-only deployments to true omnichannel assist, there’s one thing for companies of all sizes.

Each buyer expertise plan consists of outbound dialers, marketing campaign administration, built-in CRM capabilities, automations and workflow builders, and voice or digital bots.

Even on the least expensive tier, you get a ton of energy to optimize operations and route calls at excessive quantity.

Larger 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 consists of all of the instruments vital for distant brokers to carry video, textual content and voice communications with clients — from any suitable gadget.

It provides brokers entry to in-depth buyer profiles with info from an built-in CRM. It provides them the flexibility to depart notes subsequent to every contact, so their colleagues have the context vital for future calls.

The app consists of a number of staff collaboration instruments. Staff members can talk internally through one-on-one chats, they usually can ship out and obtain each emails and SMS texts immediately throughout the interface.

Moreover, staff 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 activity administration functionalities like to-do lists.

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

Automation builder

Nextiva presents a broad choice of automation instruments that vary from easy to advanced. By way of the fundamentals, the platform means that you can route callers to the suitable departments through customary or multi-level auto-attendants.

You may arrange computerized 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 middle. Brokers can save appreciable quantities of time throughout outbound and inbound calls via 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 particular division, as an illustration.
• IVA (Interactive Digital Agent) takes this idea to a brand new degree through the use of AI to determine buyer sentiment, escalate calls to reside brokers if wanted, supply acceptable ideas primarily based on a buyer’s historical past, and pull info from the corporate’s information base to current to clients.

One other useful characteristic is the flexibility to arrange name middle thresholds. Nextiva will notify brokers and supervisors everytime you expertise a sudden rise in wait instances 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 essential metrics throughout each channel. You may see a normal overview of those metrics via an easy-to-follow dashboard with graphs and charts, or you’ll be able to zoom in on the main points by viewing the info as tables and logs.

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

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

As an illustration, you’ll be able to analyze a particular agent’s exercise or choose a number of customers to measure staff efficiency as a gaggle. Alternatively, you’ll be able to even choose two brokers and put them side-by-side to check their productiveness.

One other useful characteristic is the flexibility to replay recorded calls via the decision logs and go away notes or rankings. You may then go away suggestions for brokers together with your complete recorded name or a portion of it from immediately throughout the dashboard.

Gamification

Nextiva can encourage pleasant competitors amongst staff via easy-to-set-up gamified leaderboards, accessible within the platform’s analytics dashboard. The leaderboards are extremely customizable — you’ll be able to give attention to numerous metrics, have particular person brokers or total groups compete with one another, and decide between a strong choice of leaderboard themes. The info displayed within the leaderboards is up to date in real-time.

Name Pop

Nextiva’s Name Pop performance provides brokers all the shopper info vital earlier than selecting up the decision through a pop-up. This permits them to regulate their techniques on the fly and supply customized experiences.

This info can embody the shopper’s account worth, final buy, survey response historical past, sentiment or every other sort of particulars related to your small business. 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 be capable 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 following response shall be displayed on the agent’s display the subsequent time the shopper calls.

Nextiva execs

• Plug-and-play {hardware}.
• Make calls from any gadget.
• You should utilize present gadgets.
• Guided setup and intuitive interface.
• Nice buyer assist.
• Extremely dependable and safe.
• Broad product choice.
• Constructed-in staff collaboration.
• Sturdy 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 larger tiers.

Alternate options to Nextiva

Nextiva presents an distinctive stability of ease of use, affordability, value, and customer support. The desk beneath exhibits the way it compares to probably the most widespread Nextiva options in a number of key areas.

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

RingCentral

RingCentral presents way more integration and customization choices; it has greater than 400 APIs and 300 integrations on prime of a spread of superior options you gained’t discover elsewhere. Nonetheless, it could be tougher to arrange and use than Nextiva. Plus, RingCentral is overkill for lots of companies. See my full comparability of Nextiva vs RingCentral for a whole breakdown of how these two prime suppliers examine or my full RingCentral evaluate to study extra.

Ooma

Should you want conventional desk telephones, most suppliers will work simply advantageous, however Ooma makes the setup course of as simple because it will get with pre-configured gadgets and an extremely easy cellphone system. Inside collaboration instruments, like video conferences and staff chat, are solely on larger tiers, nevertheless it’s an amazing possibility in the event you want one thing easy. See my evaluate of Ooma for an in-depth take a look at its full product providing.

Zoom Cellphone

Zoom Cellphone presents a novel limitless worldwide calling add-on plus world plans that work in additional than 50 international locations. There’s additionally an inexpensive pay-as-you-go plan in the event you don’t want limitless utilization. General, it’s an amazing selection in the event you’re not in the US or deal with a excessive quantity of worldwide calls. Take a look at my full evaluate of Zoom Cellphone to study extra.

CallHippo

Should you’re an excellent small enterprise on a good finances otherwise you not often deal with calls, CallHippo presents lots of options at an inexpensive value. Additionally it is 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 would like energetic intervention from the customer support groups, or was the guided setup course of simple sufficient to deal with every part 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 via tons of menus and sub-menus?
• UCaaS cellphone performance: Did Nextiva supply the instruments vital to take care of communications throughout all the channels I usually use?
• Enterprise cellphone plans: How scalable and inexpensive are they? How effectively do they stack up towards 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 supply the instruments essential to automate routine duties and reduce the load on staff? How simple is it to take action?
• Analytics: What varieties of metrics may I monitor throughout checks and reside trials? Was the knowledge introduced in a digestible method?
• Customer support: How responsive and useful have 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 inexpensive and gradual, or would I’ve to interrupt the financial institution each time I needed to maneuver to an upgraded bundle?