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Nextiva Contact Center Logo Award Winner Product Badge
Nextiva Contact Center Logo Award Winner Product Badge
Nextiva Inc

Nextiva Contact Center

Composite Score
8.4 /10
CX Score
8.3 /10
Category
Nextiva Contact Center
8.4 /10

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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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

2
Since last award

100 Plan to Renew

87 Satisfaction of Cost Relative to Value

1
Since last award


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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

93

Skills Based Routing

92

Contact Center Analytics

92

Workforce Management

92

Screen Prompts

90

Knowledge Management

90

Call Scripting and Call Flow Management

89

Ticket Management

88

Contact Center Compliance Management

88

Call Recording

87

Multi Channel Intake Integration

87

Vendor Capability Ratings

Average 91

Ease of Implementation

94

Product Strategy and Rate of Improvement

93

Availability and Quality of Training

93

Vendor Support

93

Breadth of Features

91

Ease of Customization

91

Quality of Features

91

Business Value Created

90

Ease of Data Integration

90

Usability and Intuitiveness

88

Ease of IT Administration

86

Nextiva Contact Center Reviews

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
  • Role: Sales Marketing
  • Industry: Transportation
  • Involvement: End User of Application
Validated Review
Anonymous Reviewer

Submitted Mar 2024

Nextiva has been an amazing tool to the company

Likeliness to Recommend

10 /10

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Brandon K.

  • Role: Sales Marketing
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2024

Love the ease of use for this product.

Likeliness to Recommend

7 /10

What differentiates Nextiva Contact Center from other similar products?

By consolidating our communication infrastructure into a single platform, Nextiva Contact Center helps us reduce costs associated with managing multiple systems and vendors. Additionally, features like automated routing and self-service options can further optimize resource allocation and minimize operational expenses.

What is your favorite aspect of this product?

Nextiva Contact Center seamlessly integrates with popular Customer Relationship Management (CRM) systems, allowing agents to access customer information and interaction history directly within the contact center interface. This empowers agents to provide personalized and contextually relevant support, leading to enhanced customer experiences.

What do you dislike most about this product?

I need an alert or email notification when I miss a call or receive a voicemail.

What recommendations would you give to someone considering this product?

Overall, Nextiva Contact Center stands out for its comprehensive feature set, user-friendly interface, and scalability, making it an ideal solution for businesses looking to enhance their customer service operations and drive greater customer satisfaction.

Pros

  • Efficient Service
  • Effective Service
  • Caring
  • Respectful

Cons

  • Slower Product Innovation
  • Less Generous
  • Charges for Enhancements

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