Is it Proper for My Enterprise?

Nextiva is often 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 speak to administration — all simply accessible by a unified dashboard. Plus, Nextiva comes with glorious 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 assist groups. Every of those merchandise has its personal separate pricing constructions.

Nextiva Buyer Dialog Suite

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

Nextiva’s Buyer Dialog resolution 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 person per 30 days.
• Skilled: Beginning at $159 per person per 30 days.
• Premium: Beginning at $199 per person per 30 days.

Nextiva’s Buyer Expertise resolution is a stable choice for corporations 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 resolution additionally provides 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 person per 30 days.
• Progress: $299 per 30 days + $99 per further person per 30 days.
• Enterprise: Customized pricing solely.

In order for you a simple option to handle opinions, incoming customer support tickets, and social media channels in a single place, the Model Administration Suite may match 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 have 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’ll with some other cell app or laptop program. From there, you may configure your account and port over your telephone numbers or choose new ones inside a number 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 below one roof. Buyer profiles, group chats and lots of different communication channels are all rapidly accessible with out hiding behind sophisticated menus and sub-menus.

The identical story goes for admins. Organising name flows is extremely visible (and subsequently straightforward), and the platform’s analytics are additionally easy to find and digest. In any case, for those who ever run into bother, Nextiva’s 24/7 customer support group may have your again.

Enterprise communication platform

Nextiva provides VoIP providers 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 can too profit from name recording, voice analytics and textual content messaging relying in your plan.

When 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 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 (whenever 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, 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 vital for distant brokers to carry video, textual content and voice communications with prospects — from any appropriate gadget.

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

The app consists of a number of group collaboration instruments. Crew members can talk internally by way of 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 primary activity administration functionalities like to-do lists.

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

Automation builder

Nextiva provides a broad number 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 by way of 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 prospects — all by way of a simple 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 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 techniques. Briefly:

• 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 particular division, as an illustration.
• IVAs take this idea to a brand new degree by leveraging AI to determine buyer sentiment, escalate calls to dwell brokers if wanted, provide acceptable recommendations primarily based 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 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 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 means that you can filter your analytics by classes like location, name teams, telephone numbers and person exercise, with every class having its personal sub-filters and customised methods to visualise knowledge.

As an example, you may analyze a particular agent’s exercise or choose a number of customers to measure group efficiency as a bunch. Alternatively, you may even choose two brokers and put them side-by-side to match their productiveness.

One other useful function is the flexibility to replay recorded calls by the decision logs and depart notes or scores. You possibly can then depart suggestions for brokers together with your entire recorded name or a portion of it from immediately inside the dashboard.

Gamification

Nextiva can encourage pleasant competitors amongst workers by easy-to-set-up gamified leaderboards, out there within the platform’s analytics dashboard. The leaderboards are extremely customizable — you may give attention to varied metrics, have particular person brokers or total groups compete with one another, and decide between a stable number 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 vital 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 enterprise. Name Pop rapidly pulls in buyer particulars out of your built-in CRM, supplying you with extra management over what brokers have to see.

As soon as an agent picks up a name, they’ll be capable of 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 next response will likely 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 should utilize current gadgets.
• Guided setup and intuitive interface.
• Nice buyer assist.
• Extremely dependable and safe.
• Broad product choice.
• Constructed-in group 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 greater tiers.

Options to Nextiva

Nextiva provides an distinctive stability of ease of use, affordability, value and customer support. The desk under exhibits the way it compares to its closest opponents in key areas.

RingCentral

RingCentral provides 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. Nevertheless, it’s more durable to arrange and use. Plus, RingCentral is overkill for lots of companies.

Ooma

When you want conventional desk telephones, most suppliers will work simply nice, however Ooma makes the setup course of as straightforward 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, nevertheless it’s an amazing choice for those who want one thing easy.

Zoom Telephone

Zoom Telephone provides 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 for those who don’t want limitless utilization. Total, it’s an amazing alternative for those who’re not in the USA or deal with a excessive quantity of worldwide calls.

CallHippo

When you’re an excellent small enterprise on a decent finances otherwise you not often deal with calls, CallHippo provides a whole lot of options at an reasonably priced value. It is usually 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 energetic intervention from the customer support groups, or was the guided setup course of straightforward sufficient to deal with all the pieces by myself?
• Ease of use: Was it straightforward 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 tons of menus and sub-menus?
• UCaaS telephone performance: Did Nextiva provide the instruments vital to take care of communications throughout all the channels I usually use?
• Enterprise telephone plans: How scalable and reasonably priced are they? How effectively do they stack up towards different opponents?
• 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 straightforward is it to take action?
• Analytics: What forms of metrics might I observe throughout exams and dwell 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 needed to maneuver to an upgraded package deal?