Is it Proper for My Enterprise?

Nextiva is usually referred to 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 workforce collaboration, buyer communication and phone administration — all simply accessible by way of a unified dashboard. Plus, Nextiva comes with wonderful automation and analytics options.

Nextiva’s pricing

Nextiva at the moment consists of two merchandise in its essential 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 person monthly.
• Skilled: Beginning at $32.95 per person monthly.
• Enterprise: Beginning at $442.95 per person 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 person monthly.
• Skilled: Beginning at $159 per person monthly.
• Premium: Beginning at $199 per person monthly.

Nextiva’s Buyer Expertise answer is a stable possibility for firms 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 gives 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 person monthly.
• Development: $299 monthly + $99 per further person monthly.
• Enterprise: Customized pricing solely.

If you need a simple method to handle evaluations, 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 an easy 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 some other cellular app or laptop program. From there, you may configure your account and port over your telephone numbers or choose new ones inside just a few 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 lots 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 very visible (and subsequently 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 could have your again.

Enterprise communication platform

Nextiva gives 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 telephone numbers at no additional cost.

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

If you happen to 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 (if 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.

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 obligatory for distant brokers to carry video, textual content and voice communications with prospects — from any appropriate system.

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 obligatory for future calls.

The app consists of a number of workforce 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 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 fundamental job 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 gives a broad collection of automation instruments that vary from easy to complicated. By way of the fundamentals, the platform means that you can route callers to the suitable departments through normal or multi-level auto-attendants.

You may arrange automated voicemail-to-email/SMS notifications, allow voicemail transcriptions and ship out automated follow-ups to prospects — all through an easy 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 means that you can arrange each speech-enabled IVR and IVA techniques. In brief:

• 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 particular division, for example.
• IVAs take this idea to a brand new stage by leveraging AI to determine buyer sentiment, escalate calls to reside brokers if wanted, provide applicable options based mostly on a buyer’s historical past and pull info from the corporate’s data base to current to prospects.

One other useful 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

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 may 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 main points by viewing the information 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 information.

As an example, you may analyze a particular 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 useful characteristic is the power to replay recorded calls by way of the decision logs and depart notes or scores. You may then depart suggestions for brokers together with your entire 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, accessible within the platform’s analytics dashboard. The leaderboards are extremely customizable — you may deal with varied metrics, have particular person brokers or total groups compete with one another, and decide between a stable 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 info obligatory 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 some other sort of particulars related to your enterprise. 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 be capable 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 next response will probably be displayed on the agent’s display the following time the client calls.

Nextiva professionals

• Plug-and-play {hardware}.
• Make calls from any system.
• You should utilize current gadgets.
• 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 fundamental plans.
• Premium integrations are solely on greater tiers.

Alternate options to Nextiva

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

RingCentral

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

Ooma

If you happen to 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 gadgets and an extremely easy telephone system. Inside collaboration instruments, like video conferences and workforce chat, are solely on greater tiers, but it surely’s an awesome possibility when you want one thing easy.

Zoom Telephone

Zoom Telephone gives a novel limitless worldwide calling add-on plus world plans that work in additional than 50 nations. There’s additionally an inexpensive pay-as-you-go plan when you don’t want limitless utilization. Total, it’s an awesome alternative when you’re not in america or deal with a excessive quantity of worldwide calls.

CallHippo

If you happen to’re a brilliant small enterprise on a decent price range otherwise you not often deal with calls, CallHippo gives a number of options at an inexpensive value. 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 want energetic intervention from the customer support groups, or was the guided setup course of simple sufficient to deal with every part 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 telephone performance: Did Nextiva provide the instruments obligatory to keep up communications throughout the entire channels I usually use?
• Enterprise telephone plans: How scalable and inexpensive are they? How effectively do they stack up in opposition to different rivals?
• 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 kinds of metrics might I monitor throughout exams and reside trials? Was the knowledge offered 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 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?