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Nextiva

Nextiva Contact Center

Composite Score

8.4 /10

CX Score

8.3 /10

17 Reviews Write a Review

What is Nextiva Contact Center?

Integrated with Nextiva Phone System and the latest generative AI technology, Nextiva Contact Center enables organizations to engage with customers across channels and gives agents the nimble collaboration tools they need to increase first call resolution and improve customer satisfaction.

Company Details

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Awards & Recognition

Nextiva Contact Center won the following awards in the Contact Center as a Service - Midmarket category

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2024 Emotional Footprint Champion

Latest Award, 2024

Product Impact

Latest Award, 2024

2024 Data Quadrant Gold Medalist

2024

10 Top Rated Capabilities

10 Top Rated Features

2024

Nextiva Contact Center Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Nextiva Contact Center.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

97 Likeliness to Recommend

100 Plan to Renew

87 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+88 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Nextiva Contact Center?

0% Negative

0% Neutral

100% Positive

Pros

Helps Innovate
Enables Productivity
Acts with Integrity
Reliable

Feature Ratings

Average 90

Multi Channel Queue Management

Skills Based Routing

Contact Center Analytics

Workforce Management

Screen Prompts

Knowledge Management

Call Scripting and Call Flow Management

Contact Center Compliance Management

Ticket Management

Call Recording

Multi Channel Intake Integration

Vendor Capability Ratings

Average 91

Ease of Implementation

Product Strategy and Rate of Improvement

Availability and Quality of Training

Vendor Support

Ease of Customization

Quality of Features

Breadth of Features

Ease of Data Integration

Business Value Created

Usability and Intuitiveness

Ease of IT Administration

Nextiva Contact Center Reviews

Michael F.

Role: Finance
Industry: Construction
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2024

Fantastic Product. Highly Recommend!

Likeliness to Recommend

10 /10

What differentiates Nextiva Contact Center from other similar products?

The help desk is fantastic. Any time we had a question we received immediate assistance.

What is your favorite aspect of this product?

The ability to receive phone calls on my laptop versus being totally reliant on a phone system.

What do you dislike most about this product?

Nothing yet.

What recommendations would you give to someone considering this product?

Give it a try, you will not be disappointed.. The hardware they provide is also top notch.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Brianna P.

Role: Operations
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2024

Amazing customer service & technical support team.

Likeliness to Recommend

10 /10

What differentiates Nextiva Contact Center from other similar products?

To be perfectly frank, we have never considered other products, but we haven't had to because Nextiva has everything we need.

What is your favorite aspect of this product?

The customer service is exceptional. Quick to respond, and my issue is always resolved.

What do you dislike most about this product?

I do think the quality of the voice recordings could be improved. I recorded a very high-quality intro message for when people call our firm, but I had to significantly reduce the quality in order for the platform to accept it.

What recommendations would you give to someone considering this product?

Just speak with anyone on the sales team! Everyone is very nice, I haven't had one bad experience yet.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Cretia W.

Role: Industry Specific Role
Industry: Healthcare
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2024

The software is good and I would say it's worth it

Likeliness to Recommend

10 /10

What differentiates Nextiva Contact Center from other similar products?

The app that you can put on your computer. It pops up on computer when your phone rings and you won't miss phone calls. The caller ID popping up on your computer is wonderful and it's my favorite part.

What is your favorite aspect of this product?

The caller ID and the app you can put on your computer.

What do you dislike most about this product?

The call transfers.

What recommendations would you give to someone considering this product?

Making the call transfers clearer in the instructions.

Pros

Helps Innovate
Performance Enhancing
Trustworthy
Unique Features

How We Deliver

Nextiva Contact Center

What is Nextiva Contact Center?

Company Details

Need Assistance?

Awards & Recognition

2024 Emotional Footprint Champion

2024 Data Quadrant Gold Medalist

Nextiva Contact Center Ratings

97 Likeliness to Recommend

100 Plan to Renew

87 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+88 Net Emotional Footprint

How much do users love Nextiva Contact Center?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Multi Channel Queue Management The solution provides a structured queue system for sequencing service requests from multiple channels.

Skills Based Routing The solution provides the ability to automatically route tickets or cases to the appropriate agent based on stored skills assessments.

Contact Center Analytics The solution provides strong reporting and analytics capabilities on key contact centre metrics (i.e. call handle times, average time to resolution etc.).

Workforce Management Provides time & attendance capabilities to track staff time and performance/KPIs and coordinates scheduling in accordance with regulations & business needs.

Screen Prompts The solution provides proactive recommendations or screen-pops with contextual customer information.

Knowledge Management The solution provides end-to-end knowledge management capabilities (dedicated agent-facing knowledge bases or wikis).

Call Scripting and Call Flow Management The solution provides service agents with recommended scripts or call sequence activities across the lifecycle of a service interaction.

Contact Center Compliance Management The solution provides an audit trail of all contact centre activities for compliance purposes.

Ticket Management The solution provides a structured framework for ticket creation, routing, disposition and closure.

Call Recording Inbound and outbound calls are captured and retained in the platform, and can be appended with relevant metadata (such as callers, date/time, subject).

Multi Channel Intake Integration The solution provides the ability to ingest service inquiries from multiple channels (e-mail, telephony, instant messaging, social media, web channels).

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Nextiva Contact Center Reviews

Michael F.

Fantastic Product. Highly Recommend!

Likeliness to Recommend

Pros

Brianna P.

Amazing customer service & technical support team.

Likeliness to Recommend

Pros

Cretia W.

The software is good and I would say it's worth it

Likeliness to Recommend

Pros

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Title

Feature Ratings

Multi Channel Queue Management

Skills Based Routing

Contact Center Analytics

Workforce Management

Screen Prompts

Knowledge Management

Call Scripting and Call Flow Management

Contact Center Compliance Management

Ticket Management

Call Recording

Multi Channel Intake Integration

Vendor Capability Ratings

Ease of Implementation

Product Strategy and Rate of Improvement

Availability and Quality of Training

Vendor Support

Ease of Customization

Quality of Features

Breadth of Features

Ease of Data Integration

Business Value Created

Usability and Intuitiveness

Ease of IT Administration

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