Is it Right for My Business?

Nextiva is usually generally known as 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 group collaboration, buyer communication and make contact with administration — all simply accessible by means of a unified dashboard. Plus, Nextiva comes with wonderful automation and analytics options.

Nextiva’s pricing

Nextiva presently consists of two merchandise in its most important providing: one for enterprise communication and one for gross sales, service and help groups. Every of those merchandise has its personal separate pricing buildings.

Nextiva Buyer Dialog Suite

• Important: Beginning at $28.95 per consumer per 30 days.
• Skilled: Beginning at $32.95 per consumer per 30 days.
• Enterprise: Beginning at $442.95 per consumer per 30 days.

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 consumer per 30 days.
• Skilled: Beginning at $159 per consumer per 30 days.
• Premium: Beginning at $199 per consumer per 30 days.

Nextiva’s Buyer Expertise answer is a stable choice for corporations looking for to create an omnichannel buyer communication portal, full with chat, e-mail and SMS — although the Core plan solely consists of 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

• Commonplace: $149 per 30 days + $99 per further consumer per 30 days.
• Development: $299 per 30 days + $99 per further consumer per 30 days.
• Enterprise: Customized pricing solely.

If you would like a simple method to handle critiques, incoming customer support tickets, and social media channels in a single place, the Model Administration Suite may match 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 much like each different enterprise communications platform on the market. Right here’s a more in-depth have 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 cell 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 through Nextiva’s guided setup.

Nextiva additionally excels in ease of use, seeing because the NextivaONE app brings all of the options brokers want below one roof. Buyer profiles, group chats and lots 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 subsequently 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 group may have your again.

Enterprise communication platform

Nextiva presents VoIP companies for companies of all sizes. Each plan consists of limitless voice calling, video conferencing, group chat, auto attendants, voicemail transcription and on-line faxing plus toll-free and native telephone numbers at no further cost.

You may also profit from name recording, voice analytics and textual content messaging relying in your plan.

In case you want {hardware}, Nextiva provides 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 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.

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 consists of all of the instruments mandatory for distant brokers to carry video, textual content and voice communications with prospects — from any appropriate machine.

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

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

Moreover, group 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 job 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 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 means that you can 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 prospects — all through a simple interface.

Nextiva’s automation instruments actually come to life inside its AI-powered contact heart. 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 methods. In brief:

• 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 example.
• IVAs take this idea to a brand new stage by leveraging AI to establish buyer sentiment, escalate calls to dwell brokers if wanted, supply acceptable recommendations based mostly on a buyer’s historical past and pull data from the corporate’s information base to current to prospects.

One other useful function is the flexibility 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), discuss occasions and extra. You possibly can see a normal 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.

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 knowledge.

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

One other useful function is the flexibility to replay recorded calls by means of the decision logs and go away notes or rankings. You possibly can then go away suggestions for brokers together with the complete 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, out there within the platform’s analytics dashboard. The leaderboards are extremely customizable — you possibly can give attention to numerous metrics, have particular person brokers or total groups compete with one another, and choose between a stable 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 data mandatory 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 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 must 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 may even ship an automatic survey after the decision ends, and the next response will probably be displayed on the agent’s display screen the following time the shopper calls.

Nextiva professionals

• Plug-and-play {hardware}.
• Make calls from any machine.
• You should use current gadgets.
• Guided setup and intuitive interface.
• Nice buyer help.
• Extremely dependable and safe.
• Broad product choice.
• Constructed-in group collaboration.
• Robust 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.

Alternate options to Nextiva

Nextiva presents an distinctive steadiness of ease of use, affordability, worth and customer support. The desk beneath exhibits the way it compares to its closest rivals in key areas.

RingCentral

RingCentral presents way more integration and customization choices; it has greater than 400 APIs and 300 integrations on high of a spread of superior options you gained’t discover elsewhere. Nevertheless, it’s more durable to arrange and use. Plus, RingCentral is overkill for lots of companies.

Ooma

In case you want conventional desk telephones, most suppliers will work simply nice, however Ooma makes the setup course of as simple because it will get with pre-configured gadgets and an extremely easy telephone system. Inside collaboration instruments, like video conferences and group chat, are solely on greater tiers, but it surely’s an important choice for those who want one thing easy.

Zoom Telephone

Zoom Telephone presents a singular limitless worldwide calling add-on plus international plans that work in additional than 50 nations. There’s additionally an inexpensive pay-as-you-go plan for those who don’t want limitless utilization. General, it’s an important alternative for those who’re not in america or deal with a excessive quantity of worldwide calls.

CallHippo

In case you’re a brilliant small enterprise on a decent funds otherwise you hardly ever deal with calls, CallHippo presents a number of options at an inexpensive worth. It’s also 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 want lively intervention from the customer support groups, or was the guided setup course of simple sufficient to deal with every thing alone?
• 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 supply the instruments mandatory to keep up communications throughout all the channels I usually use?
• Enterprise telephone plans: How scalable and inexpensive are they? How properly do they stack up in opposition to different rivals?
• 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 simple is it to take action?
• Analytics: What kinds of metrics may I observe throughout exams and dwell trials? Was the knowledge offered in a digestible method?
• Customer support: How responsive and useful have been the customer support groups? What do different customers need to say about them?
• Pricing: Does Nextiva’s providing deliver extra worth for cash in comparison with its rivals? 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?