Is it Right for My Business?

Nextiva is utilized by numerous forms 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 workforce collaboration, buyer communication and get in touch with administration — all simply accessible by a unified dashboard. Plus, Nextiva comes with glorious automation and analytics options.

Nextiva’s pricing

Nextiva at present affords separate options for small enterprise telephone companies and enterprise contact facilities, every with its personal set of pricing tiers.

Nextiva Small Business pricing

• Digital: Starting at $20 per person per thirty days.
• Core: Starting at $30 per person per thirty days.
• Engage: Starting at $40 per person per thirty days.
• Power Suite: Starting at $60 per person per thirty days.

All costs mirror an annual subscription. Monthly pricing is on the market at a 25 p.c markup.

Digital plans do embrace inbound and outbound calling — Core plans and better do. The Digital plan is aimed toward firms seeking to handle their manufacturers on-line repute and provide on-line help channels, akin to social messaging and e-mail.

Core plans provide 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.

Engage affords extra highly effective name dealing with options that may help an inbound name middle. It’s designed for bigger organizations and rising groups. Power Suite is particularly designed for gross sales and repair groups that want instruments to automate name middle workflows.

Nextiva Enterprise pricing

• Essential: Starting at $129 per person per thirty days.
• Professional: Starting at $159 per person per thirty days.
• Premium: Starting at $199 per person per thirty days.

Nextiva’s Enterprise Contact Center answer is a strong possibility for firms looking for to create an omnichannel buyer communication portal, full with chat, e-mail and SMS — although the Essential plan solely contains one channel. Professional and Premium plans help full omnichannel buyer expertise.

This is a perfect answer for firms 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 affords a full vary of enterprise communication capabilities inside a unified platform — however each supplier says that. Here’s a more in-depth take a look at what makes it distinctive.

Easy 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 every other cellular app or pc program. From there, you possibly can configure your account and port over your telephone 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 underneath one roof. Customer profiles, workforce chats and lots of different communication channels are all shortly accessible with out hiding behind sophisticated menus and sub-menus.

The similar story goes for admins. Setting up name flows is extremely visible (and due to this fact straightforward), 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 workforce may have your again.

Brand administration instruments

Nextiva affords a helpful suite of instruments designed to assist firms monitor and enhance a model’s on-line repute. These instruments embrace real-time monitoring of buyer suggestions throughout a number of channels, akin to social media and overview platforms. Businesses can shortly establish tendencies in buyer sentiment and handle points proactively, guaranteeing a optimistic model notion.

Additionally, Nextiva’s analytics dashboard consolidates key metrics associated to buyer interactions, making it simpler to trace model efficiency and measure the impression of repute administration efforts. Automated alerts notify groups of destructive evaluations or mentions, enabling immediate responses.

Unified enterprise communication platform

Nextiva affords any channel you want inside a single platform together with pre-built integrations with in style 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. Larger organizations can scale back the variety of instruments they use to speak with prospects, streamline operations, and scale back prices.

Legacy tools could be built-in into your new cloud communications system. If you 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 (while you’re prepared). From easy voice-only deployments to true omnichannel help, there’s one thing for companies of all sizes.

Every 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.

Higher 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 needed for distant brokers to carry video, textual content and voice communications with prospects — from any suitable machine.

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

The app contains a number of workforce collaboration instruments. Team members can talk internally through one-on-one chats, they usually can ship out and obtain each emails and SMS texts instantly throughout the interface.

Additionally, 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.

Other 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 affords a broad choice of automation instruments that vary from easy to complicated. In phrases of the fundamentals, the platform permits you to route callers to the suitable departments through commonplace or multi-level auto-attendants.

You can arrange computerized voicemail-to-email/SMS notifications, allow voicemail transcriptions and ship out automated follow-ups to prospects — all through a simple interface.

Nextiva’s automation instruments really come to life inside its AI-powered contact middle. Agents 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 permits you to arrange each speech-enabled IVR and IVA methods. In brief:

• IVR (Interactive Voice Response) methods 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, as an example.
• IVA (Interactive Virtual Agent) takes this idea to a brand new degree by utilizing AI to establish buyer sentiment, escalate calls to stay brokers if wanted, provide acceptable solutions based mostly on a buyer’s historical past, and pull info from the corporate’s data base to current to prospects.

Another useful function 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

Contact middle analytics assist groups make data-driven choices, and Nextiva is able to reporting on all of the necessary metrics throughout each channel. You can see a basic overview of those metrics by an easy-to-follow dashboard with graphs and charts, or you possibly can zoom in on the small print by viewing the info as tables and logs.

SEE: Discover seven issues high-quality name middle analytics will help you remedy. 

Nextiva permits you to 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.

For occasion, you possibly can analyze a particular agent’s exercise or choose a number of customers to measure workforce efficiency as a gaggle. Alternatively, you possibly can even choose two brokers and put them side-by-side to check their productiveness.

Another useful function is the flexibility to replay recorded calls by the decision logs and go away notes or scores. You can then go away suggestions for brokers together with all the recorded name or a portion of it from instantly throughout the dashboard.

Gamification

Nextiva can encourage pleasant competitors amongst staff by easy-to-set-up gamified leaderboards, accessible within the platform’s analytics dashboard. The leaderboards are extremely customizable — you possibly can give attention to numerous metrics, have particular person brokers or whole groups compete with one another, and choose between a strong choice of leaderboard themes. The knowledge displayed within the leaderboards is up to date in real-time.

Call Pop

Nextiva’s Call Pop performance offers brokers all the shopper info 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 info can embrace the shopper’s account worth, final buy, survey response historical past, sentiment or every other kind of particulars related to your corporation. Call Pop shortly pulls in buyer particulars out of your built-in CRM, supplying you with extra management over what brokers have to see.

Once an agent picks up a name, they’ll be capable to 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 might be displayed on the agent’s display the subsequent time the shopper calls.

Nextiva professionals

• Plug-and-play {hardware}.
• Make calls from any machine.
• You can use current gadgets.
• Guided setup and intuitive interface.
• Great buyer help.
• Highly dependable and safe.
• Broad product choice.
• Built-in workforce collaboration.
• Strong integrations.
• Threaded conversations.
• Brand administration suite.

Nextiva cons

• Video conferences are capped at 45 minutes.
• Entry-level plan lacking inbound/outbound voice.
• Advanced VIR options solely with premium plans.
• CRM integrations are solely on greater tiers.

Alternatives to Nextiva

Nextiva affords an distinctive stability of ease of use, affordability, worth, and customer support. The desk beneath exhibits the way it compares to essentially the most in style Nextiva options in a number of key areas.

Note: 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 commonplace with the opposite suppliers.

RingCentral

RingCentral affords much more integration and customization choices; it has greater than 400 APIs and 300 integrations on high of a spread of superior options you gained’t discover elsewhere. However, it might be more durable 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 overview to be taught extra.

Ooma

If 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. Internal collaboration instruments, like video conferences and workforce chat, are solely on greater tiers, but it surely’s an ideal possibility in case you want one thing easy. See my overview of Ooma for an in-depth take a look at its full product providing.

Zoom Phone

Zoom Phone affords a singular limitless worldwide calling add-on plus world plans that work in additional than 50 international locations. There’s additionally an inexpensive pay-as-you-go plan in case you don’t want limitless utilization. Overall, it’s an ideal alternative in case you’re not within the United States or deal with a excessive quantity of worldwide calls. Check out my full overview of Zoom Phone to be taught extra.

CallHippo

If you’re an excellent small enterprise on a decent price range otherwise you not often deal with calls, CallHippo affords a number of options at an inexpensive worth. It can be 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 quick was the setup course of? Did I want lively intervention from the customer support groups, or was the guided setup course of straightforward sufficient to deal with every little thing alone?
• 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 needed to take care of communications throughout all the channels I typically use?
• Business telephone plans: How scalable and inexpensive are they? How properly do they stack up in opposition to different opponents?
• Call middle options: How versatile are the plans? Could 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 staff? How straightforward is it to take action?
• Analytics: What forms of metrics might I monitor throughout checks and stay trials? Was the knowledge introduced in a digestible method?
• Customer service: How responsive and useful had been the customer support groups? What do different customers need to say about them?
• Pricing: Does Nextiva’s providing carry 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 wanted to maneuver to an upgraded bundle?