Nextiva Assessment (2024): Is it Proper for My Enterprise?

Nextiva is utilized by varied kinds of organizations, together with small enterprise, startups, and even NFL groups, to modernize the way in which 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 staff 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 presents separate options for small enterprise cellphone providers and enterprise contact facilities, every with its personal set of pricing tiers.

Nextiva Small Enterprise pricing

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

All costs replicate an annual subscription. Month-to-month pricing is obtainable at a 25 p.c markup.

Digital plans do embody inbound and outbound calling — Core plans and better do. The Digital plan is aimed toward firms trying to handle their manufacturers on-line status and supply on-line assist channels, similar to social messaging and e-mail.

Core plans supply enterprise cellphone 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 presents extra highly effective name dealing with options that may assist an inbound name heart. 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 heart workflows.

Nextiva Enterprise pricing

• Important: Beginning at $129 per consumer monthly.
• Skilled: Beginning at $159 per consumer monthly.
• Premium: Beginning at $199 per consumer monthly.

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

This is a perfect answer for firms trying to enhance contact heart CX as each plan comes with instruments for coaching brokers, instruments to automate workflows, and workforce administration options.

Nextiva’s key options

Nextiva presents a full vary of enterprise communication capabilities inside a unified platform — however each supplier says that. Right here’s a better have 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 laptop program. From there, you’ll be able to configure your account and port over your cellphone 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 rapidly accessible with out hiding behind sophisticated menus and sub-menus.

The identical story goes for admins. Establishing 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 hassle, Nextiva’s 24/7 customer support staff may have your again.

Model administration instruments

Nextiva presents a helpful suite of instruments designed to assist firms monitor and enhance a model’s on-line status. These instruments embody real-time monitoring of buyer suggestions throughout a number of channels, similar to social media and evaluate platforms. Companies can rapidly establish traits in buyer sentiment and tackle points proactively, making certain a optimistic 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 status administration efforts. Automated alerts notify groups of adverse evaluations or mentions, enabling immediate responses.

Unified enterprise communication platform

Nextiva presents any channel you want inside a single platform together with pre-built integrations with fashionable 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. When 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 heart options

Nextiva’s contact heart answer 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 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.

Increased plans include workforce administration, name heart 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 consists of all of the instruments essential 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 depart notes subsequent to every contact, so their colleagues have the context essential for future calls.

The app consists of a number of staff collaboration instruments. Crew members can talk internally through one-on-one chats, they usually 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 primary process administration functionalities like to-do lists.

Different notable options embody assembly scheduling with the choice to sync conferences by means of Microsoft Outlook and Google Workspace, video convention display sharing, inbound and outbound name historical past and extra.

Automation builder

Nextiva presents 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 customary or multi-level auto-attendants.

You possibly can 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 actually come to life inside its AI-powered contact heart. 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 programs. In brief:

• IVR (Interactive Voice Response) programs use pure language processing to detect and reply to primary buyer inquiries so callers can simply examine account balances or have their name routed to a selected division, for example.
• IVA (Interactive Digital Agent) takes this idea to a brand new degree through the use of AI to establish buyer sentiment, escalate calls to dwell brokers if wanted, supply acceptable ideas primarily based on a buyer’s historical past, and pull info from the corporate’s data base to current to prospects.

One other helpful characteristic is the flexibility to arrange name heart 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

Contact heart analytics assist groups make data-driven choices, and Nextiva is able to reporting on all of the vital metrics throughout each channel. You possibly can see a common overview of those metrics by means of an easy-to-follow dashboard with graphs and charts, or you’ll be able to zoom in on the main points by viewing the information as tables and logs.

SEE: Uncover seven issues high-quality name heart analytics can assist you resolve. 

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 information.

As an example, you’ll be able to analyze a selected agent’s exercise or choose a number of customers to measure staff efficiency as a bunch. Alternatively, you’ll be able to 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 depart notes or scores. You possibly can 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 staff by means of easy-to-set-up gamified leaderboards, obtainable within the platform’s analytics dashboard. The leaderboards are extremely customizable — you’ll be able to 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 client info essential earlier than choosing up the decision through a pop-up. This permits them to regulate their techniques on the fly and supply personalised experiences.

This info can embody the client’s account worth, final buy, survey response historical past, sentiment or every other kind of particulars related to your enterprise. 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 have the ability to 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 following response can be displayed on the agent’s display the subsequent time the client calls.

Nextiva execs

• Plug-and-play {hardware}.
• Make calls from any machine.
• You need to use current gadgets.
• 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 inbound/outbound voice.
• Superior VIR options solely with premium plans.
• CRM integrations are solely on increased tiers.

Options to Nextiva

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

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

RingCentral

RingCentral presents way more integration and customization choices; it has greater than 400 APIs and 300 integrations on prime of a variety of superior options you gained’t discover elsewhere. Nonetheless, it might 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 a whole breakdown of how these two prime suppliers examine or my full RingCentral evaluate to study extra.

Ooma

When you want conventional desk telephones, most suppliers will work simply superb, however Ooma makes the setup course of as simple 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 increased tiers, nevertheless it’s an amazing possibility when you want one thing easy. See my evaluate of Ooma for an in-depth have a look at its full product providing.

Zoom Telephone

Zoom Telephone presents a singular limitless worldwide calling add-on plus international plans that work in additional than 50 international locations. There’s additionally an inexpensive pay-as-you-go plan when you don’t want limitless utilization. General, it’s an amazing alternative when you’re not in the US or deal with a excessive quantity of worldwide calls. Try my full evaluate of Zoom Telephone to study extra.

CallHippo

When you’re an excellent small enterprise on a decent price range otherwise you hardly ever deal with calls, CallHippo presents a number of options at an inexpensive 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 primarily based 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 alone?
• 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 cellphone performance: Did Nextiva supply the instruments essential to keep up communications throughout the entire channels I typically use?
• Enterprise cellphone plans: How scalable and inexpensive are they? How nicely do they stack up towards different opponents?
• Name heart 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 staff? How simple is it to take action?
• Analytics: What kinds of metrics might I observe throughout assessments and dwell trials? Was the knowledge offered in a digestible method?
• Customer support: How responsive and useful have been the customer support groups? What do different customers should 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 wanted to maneuver to an upgraded bundle?