Is it Proper for My Enterprise?

Nextiva’s quick info Beginning value: $28.95 per consumer per thirty days Key options: Simple setup. Enterprise communication platform. Omnichannel contact middle options. NextivaONE app. Automation builder. Analytics and reporting. Gamification. Name pop.

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 workforce collaboration, buyer communication and speak to administration — all simply accessible via a unified dashboard. Plus, Nextiva comes with glorious automation and analytics options.

Nextiva’s pricing

Nextiva at the moment contains two merchandise in its important providing: one for enterprise communication and one for gross sales, service and help 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 resolution 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 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 resolution is a stable choice for firms in search of 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 resolution additionally provides 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 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 simple method to handle opinions, incoming customer support tickets, and social media channels in a single place, the Model Administration Suite may fit nicely 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.

Simple 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 gadgets simply as you’d with every other cell app or laptop program. From there, you may 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 underneath one roof. Buyer profiles, workforce chats and lots of different communication channels are all shortly accessible with out hiding behind sophisticated menus and sub-menus.

The identical story goes for admins. Organising name flows is extremely visible (and subsequently straightforward), and the platform’s analytics are additionally easy to find and digest. In any case, if you happen to ever run into hassle, Nextiva’s 24/7 customer support workforce may have your again.

Enterprise communication platform

Nextiva provides VoIP providers for companies of all sizes. Each plan contains limitless voice calling, video conferencing, workforce chat, auto attendants, voicemail transcription and on-line faxing plus toll-free and native cellphone numbers at no further cost.

It’s also possible to profit from name recording, voice analytics and textual content messaging relying in your plan.

In case you 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 (if 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.

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 essential for distant brokers to carry video, textual content and voice communications with clients — from any suitable system.

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

The app contains a number of workforce collaboration instruments. Group members can talk internally by way of one-on-one chats, they usually can ship out and obtain each emails and SMS texts instantly throughout 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 primary activity administration functionalities like to-do lists.

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

Automation builder

Nextiva provides a broad choice of automation instruments that vary from easy to complicated. When it comes to the fundamentals, the platform means that you can route callers to the suitable departments by way of customary or multi-level auto-attendants.

You may arrange computerized voicemail-to-email/SMS notifications, allow voicemail transcriptions and ship out automated follow-ups to clients — 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 via 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 primary buyer inquiries so callers can simply verify account balances or have their name routed to a selected division, as an illustration.
• IVAs take this idea to a brand new degree by leveraging AI to establish buyer sentiment, escalate calls to dwell brokers if wanted, provide acceptable solutions primarily based on a buyer’s historical past and pull info from the corporate’s data base to current to clients.

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 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 via 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, cellphone numbers and consumer exercise, with every class having its personal sub-filters and customised methods to visualise knowledge.

For example, you may analyze a selected 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 check their productiveness.

One other helpful characteristic is the flexibility to replay recorded calls via the decision logs and go away notes or scores. You may then go away suggestions for brokers together with the complete recorded name or a portion of it from instantly throughout the dashboard.

Gamification

Nextiva can encourage pleasant competitors amongst staff via easy-to-set-up gamified leaderboards, accessible within the platform’s analytics dashboard. The leaderboards are extremely customizable — you may give attention to varied metrics, have particular person brokers or whole groups compete with one another, and choose between a stable choice 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 shopper info essential earlier than choosing up the decision by way of a pop-up. This permits them to regulate their ways on the fly and supply customized experiences.

This info can embody the shopper’s account worth, final buy, survey response historical past, sentiment or every other sort of particulars related to your small business. Name Pop shortly 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 shopper’s full profile in NextivaONE, together with notes and up to date conversations for additional context. Nextiva may even ship an automatic survey after the decision ends, and the next response might be displayed on the agent’s display screen the following time the shopper calls.

Nextiva execs

• Plug-and-play {hardware}.
• Make calls from any system.
• You should use current gadgets.
• Guided setup and intuitive interface.
• Nice buyer help.
• Extremely dependable and safe.
• Broad product choice.
• Constructed-in workforce 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 primary plans.
• Premium integrations are solely on increased tiers.

Alternate options to Nextiva

Nextiva provides 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.

	Nextiva	RingCentral	Ooma	Zoom Cellphone	CallHippo
Beginning value	$28.95 per consumer per thirty days	$20 per consumer per thirty days	$19.95 per consumer per thirty days	$10 per consumer per thirty days	$16 per consumer per thirty days.
Free trial	Demo solely	14 days	None	None	10 days
Setup	Simple	Difficult	Very straightforward	Common	Simple
Native cellphone numbers	U.S. solely	105+ international locations	U.S. solely	48+ international locations	50+ international locations
Cellphone system	Common	Superior	Easy	Common	Common
Contact middle	Highly effective	Highly effective	Fundamental	Highly effective	Common
Video conferences	All plans	All plans	High two tiers	Additional price	None
Texting	High two tiers	All plans	High two tiers	All plans	All plans
Group chat	All plans	All plans	High two tiers	Additional price	None
Faxing	Additional price	High two tiers	All plans	Additional price	None
Integrations	20+	300+	12+	120+	115+

RingCentral

RingCentral provides much more integration and customization choices; it has greater than 400 APIs and 300 integrations on prime 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

In case you want conventional desk telephones, most suppliers will work simply high-quality, 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 workforce chat, are solely on increased tiers, however it’s an incredible choice if you happen to want one thing easy.

Zoom Cellphone

Zoom Cellphone provides a novel 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 if you happen to don’t want limitless utilization. Total, it’s an incredible selection if you happen to’re not in the USA or deal with a excessive quantity of worldwide calls.

CallHippo

In case you’re an excellent small enterprise on a good finances otherwise you not often deal with calls, CallHippo provides a variety of options at an inexpensive value. 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 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 via tons of menus and sub-menus?
• UCaaS cellphone performance: Did Nextiva provide 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 in opposition to 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 provide the instruments essential to automate routine duties and reduce the load on staff? How straightforward is it to take action?
• Analytics: What varieties of metrics may I monitor throughout checks and dwell 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 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?