Is it Proper for My Enterprise?

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

The platform brings a broad set of options for crew collaboration, buyer communication and speak to administration — all simply accessible by means of a unified dashboard. Plus, Nextiva comes with wonderful automation and analytics options.

Nextiva’s pricing

Nextiva presently provides separate options for small enterprise telephone providers and enterprise contact facilities, every with its personal set of pricing tiers.

Nextiva Small Enterprise pricing

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

All costs mirror an annual subscription. Month-to-month pricing is out there at a 25 p.c markup.

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

Core plans supply enterprise telephone 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 provides 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 consumer per 30 days.
• Skilled: Beginning at $159 per consumer per 30 days.
• Premium: Beginning at $199 per consumer per 30 days.

Nextiva’s Enterprise Contact Heart answer is a stable choice for corporations searching for to create an omnichannel buyer communication portal, full with chat, e-mail and SMS — although the Important plan solely contains one channel. Skilled and Premium plans assist full omnichannel buyer expertise.

This is a perfect answer for corporations seeking 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 provides 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 units simply as you’d with another cell app or pc program. From there, you possibly can configure your account and port over your telephone numbers or choose new ones inside just a few 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 beneath one roof. Buyer profiles, crew 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 due to this fact simple), and the platform’s analytics are additionally easy to find and digest. In any case, in case you ever run into hassle, Nextiva’s 24/7 customer support crew could have your again.

Model administration instruments

Nextiva provides a helpful suite of instruments designed to assist corporations monitor and enhance a model’s on-line popularity. These instruments embrace real-time monitoring of buyer suggestions throughout a number of channels, similar to social media and assessment platforms. Companies can rapidly determine traits in buyer sentiment and handle 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 popularity administration efforts. Automated alerts notify groups of unfavourable evaluations or mentions, enabling immediate responses.

Unified enterprise communication platform

Nextiva provides any channel you want inside a single platform together with pre-built integrations with standard 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 cut back the variety of instruments they use to speak with prospects, streamline operations, and cut back prices.

Legacy gear might be built-in into your new cloud communications system. If you happen to want {hardware}, Nextiva offers 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 answer 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 contains 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, 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 contains all of the instruments crucial for distant brokers to carry video, textual content and voice communications with prospects — from any suitable gadget.

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

The app contains a number of crew 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 instantly throughout the interface.

Moreover, crew 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 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 provides a broad number of automation instruments that vary from easy to complicated. By way of the fundamentals, the platform permits you to route callers to the suitable departments by way of normal or multi-level auto-attendants.

You’ll be able to arrange computerized 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 middle. 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 permits you to arrange each speech-enabled IVR and IVA programs. Briefly:

• 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 applicable recommendations based mostly on a buyer’s historical past, and pull info from the corporate’s information base to current to prospects.

One other helpful characteristic is the power 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 choices, and Nextiva is able to reporting on all of the essential metrics throughout each channel. You’ll be able to see a basic 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 information as tables and logs.

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

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.

For example, you possibly can analyze a particular agent’s exercise or choose a number of customers to measure crew efficiency as a gaggle. Alternatively, you possibly can 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 means of the decision logs and depart notes or scores. You’ll be able to then depart suggestions for brokers together with the whole recorded name or a portion of it from instantly throughout the dashboard.

Gamification

Nextiva can encourage pleasant competitors amongst workers by means of easy-to-set-up gamified leaderboards, obtainable within the platform’s analytics dashboard. The leaderboards are extremely customizable — you possibly can deal with varied metrics, have particular person brokers or complete 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 info crucial earlier than choosing up the decision by way of a pop-up. This permits them to regulate their techniques on the fly and supply personalised experiences.

This info can embrace the shopper’s account worth, final buy, survey response historical past, sentiment or another sort of particulars related to your online business. Name Pop rapidly 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 be capable of see the shopper’s full profile in NextivaONE, together with notes and up to date conversations for additional context. Nextiva may also ship an automatic survey after the decision ends, and the next response can be displayed on the agent’s display screen the following time the shopper calls.

Nextiva professionals

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

Options to Nextiva

Nextiva provides an distinctive steadiness of ease of use, affordability, worth, and customer support. The desk beneath exhibits the way it compares to probably the most standard Nextiva alternate options in a number of key areas.

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

RingCentral

RingCentral provides way more integration and customization choices; it has greater than 400 APIs and 300 integrations on high of a variety 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 an entire breakdown of how these two high suppliers evaluate or my full RingCentral assessment to be taught extra.

Ooma

If you happen to want conventional desk telephones, most suppliers will work simply positive, however Ooma makes the setup course of as simple because it will get with pre-configured units and an extremely easy telephone system. Inside collaboration instruments, like video conferences and crew chat, are solely on increased tiers, however it’s an incredible choice in case you want one thing easy. See my assessment of Ooma for an in-depth take a look at its full product providing.

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 in case you don’t want limitless utilization. General, it’s an incredible alternative in case you’re not in the USA or deal with a excessive quantity of worldwide calls. Take a look at my full assessment of Zoom Telephone to be taught extra.

CallHippo

If you happen to’re a brilliant small enterprise on a decent price range otherwise you hardly ever deal with calls, CallHippo provides a number of options at an reasonably priced worth. It is usually one of many few suppliers to supply a standalone outbound 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 energetic 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 means of tons of menus and sub-menus?
• UCaaS telephone performance: Did Nextiva supply the instruments crucial to keep up communications throughout all the channels I usually use?
• Enterprise telephone plans: How scalable and reasonably priced are they? How effectively do they stack up in opposition to 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 workers? How simple is it to take action?
• Analytics: What sorts of metrics may I monitor throughout assessments and reside 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 need to say about them?
• Pricing: Does Nextiva’s providing deliver 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 wanted to maneuver to an upgraded bundle?