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 workforce collaboration, buyer communication and make contact 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 consists of two merchandise in its principal providing: one for enterprise communication and one for gross sales, service and assist 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 firms that need a simple 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 firms in search of 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 affords the options essential to streamline contact middle workflows — like skill-based routing in addition to workforce and workflow optimization instruments.

Nextiva Model Administration Suite

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

If you need a straightforward technique to handle evaluations, incoming customer support tickets, and social media channels in a single place, the Model Administration Suite may fit effectively 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 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 another cell app or laptop program. From there, you may configure your account and port over your cellphone 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 below one roof. Buyer profiles, workforce chats and plenty of different communication channels are all shortly accessible with out hiding behind difficult 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, when you ever run into bother, Nextiva’s 24/7 customer support workforce can have your again.

Enterprise communication platform

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

You may as well 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 middle options

For companies that want extra energy, Nextiva’s buyer expertise suite centralizes communication channels, highly effective routing capabilities, automations and enterprise-grade options (while 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 most cost-effective tier, you get a ton of energy to optimize operations and route calls at excessive quantity.

Greater 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 needed 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 data from an built-in CRM. It offers them the flexibility to depart notes subsequent to every contact, so their colleagues have the context needed for future calls.

The app consists of a number of workforce collaboration instruments. Group members can talk internally through one-on-one chats, and so they can ship out and obtain each emails and SMS texts instantly 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 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. By way of the fundamentals, the platform permits you to 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 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 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 techniques. Briefly:

• IVRs use pure language processing to detect and reply to primary buyer inquiries so callers can simply test account balances or have their name routed to a selected division, for example.
• 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 solutions based mostly on a buyer’s historical past and pull data from the corporate’s information base to current to clients.

One other helpful 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

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 may zoom in on the small print by viewing the info as tables and logs.

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

As an illustration, 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 match their productiveness.

One other helpful characteristic is the flexibility 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 the whole recorded name or a portion of it from instantly inside the dashboard.

Gamification

Nextiva can encourage pleasant competitors amongst workers by way of easy-to-set-up gamified leaderboards, out there within the platform’s analytics dashboard. The leaderboards are extremely customizable — you may deal with numerous metrics, have particular person brokers or complete groups compete with one another, and choose between a strong collection 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 data needed earlier than selecting up the decision through a pop-up. This permits them to regulate their ways on the fly and supply personalised experiences.

This data can embrace the client’s account worth, final buy, survey response historical past, sentiment or another kind of particulars related to your corporation. 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 client’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 will likely 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 utilize current units.
• Guided setup and intuitive interface.
• Nice buyer assist.
• 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 larger tiers.

Alternate 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 its closest opponents in key areas.

RingCentral

RingCentral affords much 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 tougher 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 advantageous, however Ooma makes the setup course of as simple because it will get with pre-configured units and an extremely easy cellphone system. Inner collaboration instruments, like video conferences and workforce chat, are solely on larger tiers, nevertheless it’s an important choice when you want one thing easy.

Zoom Cellphone

Zoom Cellphone affords a singular limitless worldwide calling add-on plus international plans that work in additional than 50 international locations. There’s additionally an inexpensive pay-as-you-go plan when you don’t want limitless utilization. General, it’s an important alternative when you’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 not often deal with calls, CallHippo affords a number of options at an inexpensive worth. 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 lively intervention from the customer support groups, or was the guided setup course of simple sufficient to deal with the whole lot 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 way of tons of menus and sub-menus?
• UCaaS cellphone performance: Did Nextiva provide the instruments needed to take care of communications throughout the entire 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 provide the instruments essential to automate routine duties and reduce the load on workers? How simple is it to take action?
• Analytics: What forms of metrics may I observe throughout checks and stay trials? Was the data 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 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 package deal?