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 staff collaboration, buyer communication and speak to administration — all simply accessible by way of a unified dashboard. Plus, Nextiva comes with wonderful automation and analytics options.

Nextiva’s pricing

Nextiva presently contains two merchandise in its predominant 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 consumer per thirty days.
• Skilled: Beginning at $32.95 per consumer per thirty days.
• Enterprise: Beginning at $442.95 per consumer per thirty days.

Nextiva’s Buyer Dialog answer is made for corporations 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 consumer per thirty days.
• Skilled: Beginning at $159 per consumer per thirty days.
• Premium: Beginning at $199 per consumer per thirty days.

Nextiva’s Buyer Expertise answer is a stable possibility for corporations searching for to create an omnichannel buyer communication portal, full with chat, electronic mail and SMS — although the Core plan solely contains 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

• Customary: $149 per thirty days + $99 per further consumer per thirty days.
• Progress: $299 per thirty days + $99 per further consumer per thirty days.
• Enterprise: Customized pricing solely.

If you would like a straightforward strategy to handle critiques, incoming customer support tickets, and social media channels in a single place, the Model Administration Suite may fit properly 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 units simply as you’d with every 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 couple 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. Buyer profiles, staff 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. Establishing 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, when you ever run into bother, Nextiva’s 24/7 customer support staff could have your again.

Enterprise communication platform

Nextiva gives 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 telephone numbers at no additional cost.

You can too 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 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.

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 contains all of the instruments crucial 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 data from an built-in CRM. It provides 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 staff collaboration instruments. Staff 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, 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 way of Microsoft Outlook and Google Workspace, video convention display screen sharing, inbound and outbound name historical past and extra.

Automation builder

Nextiva gives 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 through commonplace 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 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 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 programs. 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 selected division, as an illustration.
• IVAs take this idea to a brand new stage by leveraging AI to establish buyer sentiment, escalate calls to dwell brokers if wanted, provide applicable strategies primarily based on a buyer’s historical past and pull data from the corporate’s data base to current to prospects.

One other useful function 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), speak instances and extra. You may see a basic overview of those metrics by way of 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 consumer exercise, with every class having its personal sub-filters and customised methods to visualise information.

For example, you may analyze a selected agent’s exercise or choose a number of customers to measure staff efficiency as a gaggle. Alternatively, you may even choose two brokers and put them side-by-side to check their productiveness.

One other useful function is the power to replay recorded calls by way of the decision logs and go away notes or rankings. You may then go away 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, obtainable within the platform’s analytics dashboard. The leaderboards are extremely customizable — you may deal with varied metrics, have particular person brokers or whole groups compete with one another, and decide between a stable number of leaderboard themes. The info displayed within the leaderboards is up to date in real-time.

Name Pop

Nextiva’s Name Pop performance provides brokers all the client data crucial earlier than selecting up the decision through a pop-up. This enables them to regulate their techniques on the fly and supply customized experiences.

This data can embrace the client’s account worth, final buy, survey response historical past, sentiment or every other sort of particulars related to what you are promoting. Name Pop shortly pulls in buyer particulars out of your built-in CRM, providing 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 client’s full profile in NextivaONE, together with notes and up to date conversations for additional context. Nextiva can even ship an automatic survey after the decision ends, and the next response might be displayed on the agent’s display screen the subsequent time the client calls.

Nextiva professionals

• Plug-and-play {hardware}.
• Make calls from any system.
• You should use current units.
• Guided setup and intuitive interface.
• Nice buyer assist.
• Extremely dependable and safe.
• Broad product choice.
• Constructed-in staff collaboration.
• Robust 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, worth and customer support. The desk beneath reveals the way it compares to its closest opponents 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 variety of superior options you gained’t discover elsewhere. Nonetheless, 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 superb, however Ooma makes the setup course of as straightforward because it will get with pre-configured units and an extremely easy telephone system. Inside collaboration instruments, like video conferences and staff chat, are solely on greater tiers, but it surely’s an awesome possibility when you want one thing easy.

Zoom Cellphone

Zoom Cellphone gives a singular 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 selection when you’re not in the USA 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 hardly ever deal with calls, CallHippo gives plenty of options at an inexpensive worth. 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 would like energetic intervention from the customer support groups, or was the guided setup course of straightforward sufficient to deal with all the things 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 way of tons of menus and sub-menus?
• UCaaS telephone performance: Did Nextiva provide the instruments crucial to take care of communications throughout the entire channels I usually use?
• Enterprise telephone plans: How scalable and inexpensive are they? How properly 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 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 may I observe throughout assessments and dwell 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 must say about them?
• Pricing: Does Nextiva’s providing deliver 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 package deal?