Nextiva’s quick infoBeginning worth: $28.95 per person monthly Key options:
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Nextiva is often referred to 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 crew collaboration, buyer communication and make contact with administration — all simply accessible via a unified dashboard. Plus, Nextiva comes with wonderful automation and analytics options.
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RingCentral Workplace
RingCentral Workplace
Workers per Firm Measurement
Micro (0-49), Small (50-249), Medium (250-999), Giant (1,000-4,999), Enterprise (5,000+)
Medium (250-999 Workers), Giant (1,000-4,999 Workers), Enterprise (5,000+ Workers)
Medium, Giant, Enterprise
Options
Hosted PBX, Managed PBX, Distant Person Capacity, and extra
Nextiva’s pricing
Nextiva presently consists of two merchandise in its essential providing: one for enterprise communication and one for gross sales, service and assist groups. Every of those merchandise has its personal separate pricing buildings.
Nextiva Buyer Dialog Suite
- Important: Beginning at $28.95 per person monthly.
- Skilled: Beginning at $32.95 per person monthly.
- Enterprise: Beginning at $442.95 per person monthly.
Nextiva’s Buyer Dialog answer 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 person monthly.
- Skilled: Beginning at $159 per person monthly.
- Premium: Beginning at $199 per person monthly.
Nextiva’s Buyer Expertise 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 Core plan solely consists of one channel.
The Buyer Expertise answer additionally gives the options essential to streamline contact heart workflows — like skill-based routing in addition to workforce and workflow optimization instruments.
Nextiva Model Administration Suite
- Normal: $149 monthly + $99 per further person monthly.
- Development: $299 monthly + $99 per further person monthly.
- Enterprise: Customized pricing solely.
If you would like a simple method to handle evaluations, incoming customer support tickets, and social media channels in a single place, the Model Administration Suite may go 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 more in-depth take 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 units simply as you’ll with every other cellular app or pc program. From there, you may configure your account and port over your telephone 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, crew chats and plenty of different communication channels are all rapidly 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, when you ever run into bother, Nextiva’s 24/7 customer support crew may have your again.
Enterprise communication platform
Nextiva gives VoIP providers for companies of all sizes. Each plan consists of limitless voice calling, video conferencing, crew chat, auto attendants, voicemail transcription and on-line faxing plus toll-free and native telephone numbers at no additional cost.
It’s also possible to profit from name recording, voice analytics and textual content messaging relying in your plan.
In the event 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 heart 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 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 most cost-effective tier, you get a ton of energy to optimize operations and route calls at excessive quantity.
Increased 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 consists of all of the instruments crucial for distant brokers to carry video, textual content and voice communications with prospects — from any appropriate machine.
NextivaOne provides brokers entry to in-depth buyer profiles with info from an built-in CRM. It provides them the flexibility to go away notes subsequent to every contact, so their colleagues have the context crucial for future calls.
The app consists of a number of crew collaboration instruments. Group members can talk internally by way of one-on-one chats, and so they can ship out and obtain each emails and SMS texts immediately inside the interface.
Moreover, crew 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 fundamental job 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 gives a broad collection of automation instruments that vary from easy to complicated. When it comes to the fundamentals, the platform permits you to route callers to the suitable departments by way of customary or multi-level auto-attendants.
You’ll be able to arrange computerized voicemail-to-email/SMS notifications, allow voicemail transcriptions and ship out automated follow-ups to prospects — all by way of a simple interface.
Nextiva’s automation instruments really come to life inside its AI-powered contact heart. 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 permits you to arrange each speech-enabled IVR and IVA programs. Briefly:
- IVRs use pure language processing to detect and reply to fundamental buyer inquiries so callers can simply examine account balances or have their name routed to a particular division, as an illustration.
- IVAs take this idea to a brand new stage by leveraging AI to establish buyer sentiment, escalate calls to stay brokers if wanted, supply applicable ideas based mostly on a buyer’s historical past and pull info from the corporate’s data base to current to prospects.
One other useful function is the flexibility to arrange name heart 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’ll be able to see a common overview of those metrics via an easy-to-follow dashboard with graphs and charts, or you may zoom in on the small print by viewing the info as tables and logs.
Nextiva permits you to filter your analytics by classes like location, name teams, telephone numbers and person exercise, with every class having its personal sub-filters and customised methods to visualise information.
As an illustration, you may analyze a particular agent’s exercise or choose a number of customers to measure crew efficiency as a bunch. Alternatively, you may even choose two brokers and put them side-by-side to match their productiveness.
One other useful function is the flexibility to replay recorded calls via the decision logs and depart notes or rankings. You’ll be able to then depart suggestions for brokers together with your complete recorded name or a portion of it from immediately inside the dashboard.
Gamification
Nextiva can encourage pleasant competitors amongst workers via easy-to-set-up gamified leaderboards, out there within the platform’s analytics dashboard. The leaderboards are extremely customizable — you may concentrate on varied metrics, have particular person brokers or complete groups compete with one another, and decide between a stable collection 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 crucial earlier than selecting up the decision by way of a pop-up. This permits them to regulate their ways on the fly and supply personalised experiences.
This info can embody the shopper’s account worth, final buy, survey response historical past, sentiment or every other kind of particulars related to your corporation. Name Pop rapidly pulls in buyer particulars out of your built-in CRM, supplying you with extra management over what brokers must see.
As soon as an agent picks up a name, they’ll be capable of 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 following response can be displayed on the agent’s display screen the following time the shopper calls.
Nextiva execs
- Plug-and-play {hardware}.
- Make calls from any machine.
- You should utilize present units.
- Guided setup and intuitive interface.
- Nice buyer assist.
- Extremely dependable and safe.
- Broad product choice.
- Constructed-in crew collaboration.
- Sturdy 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 fundamental plans.
- Premium integrations are solely on larger tiers.
Alternate options to Nextiva
Nextiva gives an distinctive steadiness of ease of use, affordability, worth and customer support. The desk under reveals the way it compares to its closest opponents in key areas.
| Beginning worth | |||||
| Free trial | |||||
| Setup | |||||
| Native telephone numbers | |||||
| Cellphone system | |||||
| Contact heart | |||||
| Video conferences | |||||
| Texting | |||||
| Group chat | |||||
| Faxing | |||||
| Integrations |
RingCentral
RingCentral gives way 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. Nonetheless, it’s tougher to arrange and use. Plus, RingCentral is overkill for lots of companies.
Ooma
In the event you want conventional desk telephones, most suppliers will work simply wonderful, however Ooma makes the setup course of as straightforward because it will get with pre-configured units and an extremely easy telephone system. Inside collaboration instruments, like video conferences and crew chat, are solely on larger tiers, however it’s an ideal possibility when you want one thing easy.
Zoom Cellphone
Zoom Cellphone gives a novel limitless worldwide calling add-on plus world 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 ideal alternative when you’re not in the US or deal with a excessive quantity of worldwide calls.
CallHippo
In the event you’re a brilliant small enterprise on a decent funds otherwise you hardly ever deal with calls, CallHippo gives lots of options at an inexpensive worth. Additionally it is one of many few suppliers to supply a standalone dialer if that’s all you want.
Methodology
I examined Nextiva based mostly on the next standards and questions.
- Setup: How briskly was the setup course of? Did I would like lively intervention from the customer support groups, or was the guided setup course of straightforward sufficient to deal with every part 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 telephone performance: Did Nextiva supply the instruments crucial to keep up communications throughout all the channels I usually use?
- Enterprise telephone 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 workers? How straightforward is it to take action?
- Analytics: What sorts of metrics might I monitor throughout assessments and stay 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 needed to maneuver to an upgraded bundle?