Is it Proper for My Enterprise?

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 group collaboration, buyer communication and call administration — all simply accessible by way of a unified dashboard. Plus, Nextiva comes with wonderful automation and analytics options.

Nextiva’s pricing

Nextiva presently consists of two merchandise in its 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 monthly.
• Skilled: Beginning at $32.95 per consumer monthly.
• Enterprise: Beginning at $442.95 per consumer monthly.

Nextiva’s Buyer Dialog answer is made for corporations that need a easy VoIP platform to unify buyer communication throughout voice, video and textual content.

Nextiva Buyer Expertise Suite

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

Nextiva’s Buyer Expertise answer is a strong choice for corporations searching for to create an omnichannel buyer communication portal, full with chat, electronic 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

• Customary: $149 monthly + $99 per further consumer monthly.
• Progress: $299 monthly + $99 per further consumer monthly.
• Enterprise: Customized pricing solely.

If you’d like a straightforward option to handle evaluations, incoming customer support tickets, and social media channels in a single place, the Model Administration Suite may match nicely 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.

Straightforward 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’d with another cellular app or laptop program. From there, you’ll be able to 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 underneath one roof. Buyer profiles, group chats and plenty 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, in the event you ever run into bother, Nextiva’s 24/7 customer support group can 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 additional cost.

It’s also possible to profit from name recording, voice analytics and textual content messaging relying in your plan.

For those who 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 (once 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.

Larger 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 clients — from any suitable gadget.

NextivaOne offers brokers entry to in-depth buyer profiles with info from an built-in CRM. It offers them the power 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. Workforce members can talk internally through one-on-one chats, they usually can ship out and obtain each emails and SMS texts immediately inside 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 fundamental process administration functionalities like to-do lists.

Different notable options embody assembly scheduling with the choice to sync conferences by way of 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. When it comes to the fundamentals, the platform permits you to route callers to the suitable departments through commonplace 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 permits you to arrange each speech-enabled IVR and IVA methods. Briefly:

• IVRs use pure language processing to detect and reply to fundamental buyer inquiries so callers can simply test account balances or have their name routed to a selected division, as an illustration.
• IVAs take this idea to a brand new stage by leveraging AI to establish buyer sentiment, escalate calls to stay brokers if wanted, provide applicable strategies primarily based on a buyer’s historical past and pull info from the corporate’s data base to current to clients.

One other helpful characteristic is the power to arrange name heart 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

Nextiva’s name analytics are in-depth sufficient to trace metrics like name volumes (whether or not inbound, outbound or blended), discuss instances and extra. You possibly can see a common overview of those metrics by way of 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.

Nextiva permits you to 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 example, you’ll be able to analyze a selected agent’s exercise or choose a number of customers to measure group efficiency as a bunch. Alternatively, you’ll be able to 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 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 workers by way of 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 complete groups compete with one another, and choose 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 offers brokers all the client info mandatory earlier than selecting up the decision through a pop-up. This enables them to regulate their ways on the fly and supply customized experiences.

This info can embody the client’s account worth, final buy, survey response historical past, sentiment or another sort of particulars related to your corporation. Name Pop shortly pulls in buyer particulars out of your built-in CRM, supplying 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 client’s full profile in NextivaONE, together with notes and up to date conversations for additional context. Nextiva can even ship an automatic survey after the decision ends, and the next response shall be displayed on the agent’s display the following time the client calls.

Nextiva professionals

• Plug-and-play {hardware}.
• Make calls from any gadget.
• 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 fundamental plans.
• Premium integrations are solely on increased tiers.

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 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 prime of a variety of superior options you gained’t discover elsewhere. Nonetheless, it’s more durable to arrange and use. Plus, RingCentral is overkill for lots of companies.

Ooma

For those who want conventional desk telephones, most suppliers will work simply wonderful, 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 increased tiers, but it surely’s an amazing choice in the event you want one thing easy.

Zoom Telephone

Zoom Telephone presents a novel limitless worldwide calling add-on plus international plans that work in additional than 50 nations. There’s additionally an reasonably priced pay-as-you-go plan in the event you don’t want limitless utilization. General, it’s an amazing alternative in the event you’re not in the USA or deal with a excessive quantity of worldwide calls.

CallHippo

For those who’re a brilliant small enterprise on a good price range otherwise you not often deal with calls, CallHippo presents quite a lot of options at an reasonably priced value. It’s also one of many few suppliers to supply a standalone 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 the whole lot 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 way of tons of menus and sub-menus?
• UCaaS telephone performance: Did Nextiva provide the instruments mandatory to keep up 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 rivals?
• Name heart 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 workers? How simple is it to take action?
• Analytics: What kinds of metrics may I monitor throughout exams and stay trials? Was the data introduced 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 convey extra worth for cash in comparison with its rivals? 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 bundle?