Nextiva’s quick infoBeginning value: $28.95 per consumer monthly Key options:
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Nextiva is often generally known 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 staff collaboration, buyer communication and make contact with administration — all simply accessible by means of a unified dashboard. Plus, Nextiva comes with glorious automation and analytics options.
Nextiva’s pricing
Nextiva at the moment contains two merchandise in its essential providing: one for enterprise communication and one for gross sales, service and help 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 desire a easy 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 looking for to create an omnichannel buyer communication portal, full with chat, e-mail and SMS — although the Core plan solely contains 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
- Normal: $149 monthly + $99 per further consumer monthly.
- Progress: $299 monthly + $99 per further consumer monthly.
- Enterprise: Customized pricing solely.
If you’d like a simple solution to handle opinions, 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.
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 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 cellphone numbers or choose new ones inside a couple 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 beneath one roof. Buyer profiles, staff chats and plenty of different communication channels are all rapidly accessible with out hiding behind difficult menus and sub-menus.
The identical story goes for admins. Organising name flows is very visible (and subsequently 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 staff can have your again.
Enterprise communication platform
Nextiva affords VoIP companies for companies of all sizes. Each plan contains limitless voice calling, video conferencing, staff chat, auto attendants, voicemail transcription and on-line faxing plus toll-free and native cellphone numbers at no further cost.
You may also profit from name recording, voice analytics and textual content messaging relying in your plan.
If you happen to want {hardware}, Nextiva provides 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 (whenever you’re prepared). From easy voice-only deployments to true omnichannel help, 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 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 contains all of the instruments vital for distant brokers to carry video, textual content and voice communications with prospects — from any appropriate system.
NextivaOne provides brokers entry to in-depth buyer profiles with info from an built-in CRM. It provides them the flexibility to go away notes subsequent to every contact, so their colleagues have the context vital for future calls.
The app contains a number of staff collaboration instruments. Staff members can talk internally by way of one-on-one chats, they usually can ship out and obtain each emails and SMS texts immediately throughout the interface.
Moreover, staff 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 activity 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 affords a broad number of automation instruments that vary from easy to advanced. When it comes to the fundamentals, the platform means that you can route callers to the suitable departments by way of commonplace or multi-level auto-attendants.
You’ll be able to arrange automated voicemail-to-email/SMS notifications, allow voicemail transcriptions and ship out automated follow-ups to prospects — all by way of an easy interface.
Nextiva’s automation instruments actually 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 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 verify 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 determine buyer sentiment, escalate calls to stay brokers if wanted, supply acceptable ideas primarily based 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 flexibility to arrange name middle thresholds. Nextiva will notify brokers and supervisors everytime you expertise a sudden rise in wait occasions 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), speak occasions and extra. You’ll be able to see a normal 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.
Nextiva means that you can 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.
For example, you possibly can analyze a selected agent’s exercise or choose a number of customers to measure staff 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 flexibility to replay recorded calls by means of the decision logs and go away notes or rankings. You’ll be able to then go away suggestions for brokers together with the whole recorded name or a portion of it from immediately throughout the dashboard.
Gamification
Nextiva can encourage pleasant competitors amongst workers by means of easy-to-set-up gamified leaderboards, out there 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 choose between a strong number of leaderboard themes. The information displayed within the leaderboards is up to date in real-time.
Name Pop
Nextiva’s Name Pop performance provides brokers all the client info vital earlier than selecting up the decision by way of a pop-up. This enables them to regulate their techniques on the fly and supply personalised experiences.
This info can embrace the client’s account worth, final buy, survey response historical past, sentiment or every other sort of particulars related to your online business. Name Pop rapidly 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 be capable to see the client’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 following response will probably be displayed on the agent’s display screen the following time the client calls.
Nextiva professionals
- Plug-and-play {hardware}.
- Make calls from any system.
- You should utilize present gadgets.
- Guided setup and intuitive interface.
- Nice buyer help.
- Extremely dependable and safe.
- Broad product choice.
- Constructed-in staff 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.
Options to Nextiva
Nextiva affords an distinctive stability of ease of use, affordability, value and customer support. The desk beneath exhibits the way it compares to its closest opponents in key areas.
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| Faxing | |||||
| Integrations |
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. 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 positive, however Ooma makes the setup course of as straightforward because it will get with pre-configured gadgets and an extremely easy cellphone system. Inner collaboration instruments, like video conferences and staff chat, are solely on greater tiers, nevertheless it’s an excellent choice in case you want one thing easy.
Zoom Telephone
Zoom Telephone affords a novel 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. General, it’s an excellent selection in case you’re not in the US or deal with a excessive quantity of worldwide calls.
CallHippo
If you happen to’re an excellent small enterprise on a decent price range otherwise you not often deal with calls, CallHippo affords numerous 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 primarily based on the next standards and questions.
- Setup: How briskly was the setup course of? Did I would like energetic intervention from the customer support groups, or was the guided setup course of straightforward sufficient to deal with all the pieces 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 means of tons of menus and sub-menus?
- UCaaS cellphone performance: Did Nextiva supply the instruments vital to take care of communications throughout the entire channels I typically 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? Might 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 straightforward is it to take action?
- Analytics: What sorts of metrics may I monitor throughout exams and stay 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 need to 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?