Nextiva Contact Center: Your All In One Solution
Updated June 12, 2024

Nextiva Contact Center: Your All In One Solution

Dustin Alise | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Nextiva Contact Center

We use Nextiva for our main business line so that customers can contact us. We also offer a Call Center service for our customers so that their attendees can call us if they have an issue with their order or tickets. The problems Nextiva is solving for us are to improve customer relations/service, Cost management, Create internal/operational efficiencies, and Improve business process agility.

Pros

  • Nextiva allows you to set up the Contact Center to fit your exact needs.
  • The Contact Center has a consistency of quality. Dropped calls or interrupted calls are very rare. The voice quality is always great on both ends.
  • The Contact Center allows us to have a Call Center with 50+ numbers to assist our customers and attendees. At the same time, it allows us to have a main line for our Customer Support, Sales, etc...

Cons

  • I would like the ability to change settings globally to update our three different call centers.
  • Authentication on the mobile app could use some work. It makes me sign-in over and over again. I get a "Session Expired" message even when I am signed in.
  • I would like there to be an easier solution for the Auto Attendant & DNIS connection. I often have to do the same thing in two or more different places.
  • With the Contact Center, we can have 4 - 5 reps support 50+ phone lines.
  • Being able to have a dial by number directory has eliminated the need for a receptionist on our main line.
  • Nextiva has given us the agility to support multiple events, customers, etc. at the same time, which ultimately boosts revenue.
We switched to Nextiva because they offered more flexible options than our previous system. Nextiva also offered a lower cost for what we were looking to do. Nextiva also allowed us to expand our contact center as we grew. The contact center allowed us to set up each phone number in the specific way that we needed to.

Do you think Nextiva Contact Center delivers good value for the price?

Yes

Are you happy with Nextiva Contact Center's feature set?

Yes

Did Nextiva Contact Center live up to sales and marketing promises?

Yes

Did implementation of Nextiva Contact Center go as expected?

Yes

Would you buy Nextiva Contact Center again?

Yes

We use Nextiva every day in our company. I like how we have a lot of different customizable options. You can use Nextiva in several different ways. There are also several different ways to use/manage Nextiva, with their Mobile App, Desktop App, and from a browser. Their support is reachable via phone, chat, or email. Nextiva makes integrating with other platforms and implementing new features or functions easy. Just a heads up, depending on how you use Nextiva daily, the backend setup for call centers can be a little tricky.

Nextiva Contact Center Feature Ratings

9.5
Agent dashboard
10
Validate callers
10
Outbound response
9
Call forwarding
10
Click-to-call (CTC)
10
Warm transfer
9
Interactive voice response
10
REST APIs
8
Call tracking
10
Multichannel integration
9
CRM software integration
9
9.5
Inbound call routing
10
Omnichannel inbound routing
10
Recording
10
Quality management
10
Call analytics
9
Historical reporting
9
Live reporting
9
Customer interaction analytics
9
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Using Nextiva Contact Center

27 - Our Contact Center operates in two different ways. The first is for the main number of our company with a dial-by-number menu for each department. The second way that we use the Contact Center is a Call Center with 50+ lines of service. Our attendee support team can field calls from attendees on behalf of our customers.
3 - In my opinion, anyone can learn how to support the Nextiva Contact Center. Nextiva offers a vast library of help articles and video walkthroughs. To support the Nextiva Contact Center, you need to be able to understand how Nextiva operates, be able to keep track of the licenses and lines of service you are using, and be able to quickly access the correct area of Nextiva if an issue should arise.
  • To have a main phone number to assist our customers.
  • To have a call center with dedicated numbers for our customers.
  • To be able to run reports and review call analytics for quality assurance.
  • We use Auto Attendants to route calls.
  • We create different schedules for our main line and call centers.
  • We create season call center queues for our Christmas customers.
  • Utilize the Call Flow feature.
  • Use the Chat feature to engage without a phone call.
  • Learn more about Nextiva's AI feature
Outside of emails, Nextiva is the only way to contact our customers and their attendees, and the only way that they can contact us. We are a smaller company, but with Nextiva we can operate and manage our contact center easily no matter how much our company grows in the future. Nextiva is a versatile tool that can fit any need.

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