Nextiva Evaluate (2024): Is it Proper for My Enterprise?

Nextiva’s quick details Beginning value: $30 per person monthly ($20 for digital channels solely) Key options: Straightforward setup. Model administration instruments. Enterprise communication platform. Omnichannel contact heart options. NextivaONE app. Automation builder. Analytics and reporting. Gamification. Name pop.

Nextiva is utilized by varied varieties of organizations, together with small enterprise, startups, and even NFL groups, to modernize the way in which they convey with their prospects. 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 make contact with administration — all simply accessible by way of a unified dashboard. Plus, Nextiva comes with wonderful automation and analytics options.

Nextiva’s pricing

Nextiva presently affords separate options for small enterprise telephone providers and enterprise contact facilities, every with its personal set of pricing tiers.

Nextiva Small Enterprise pricing

• Digital: Beginning at $20 per person monthly.
• Core: Beginning at $30 per person monthly.
• Interact: Beginning at $40 per person monthly.
• Energy Suite: Beginning at $60 per person monthly.

All costs mirror an annual subscription. Month-to-month pricing is obtainable at a 25 p.c markup.

Digital plans do embrace inbound and outbound calling — Core plans and better do. The Digital plan is aimed toward firms seeking to handle their manufacturers on-line status and provide on-line help channels, reminiscent of social messaging and e mail.

Core plans provide enterprise telephone service, important name dealing with capabilities, enterprise SMS, and video conferencing. All of those options and channels are accessible in Nextiva’s unified platform.

Interact affords extra highly effective name dealing with options that may help an inbound name heart. It’s designed for bigger organizations and rising groups. Energy Suite is particularly designed for gross sales and repair groups that want instruments to automate name heart workflows.

Nextiva Enterprise pricing

• Important: Beginning at $129 per person monthly.
• Skilled: Beginning at $159 per person monthly.
• Premium: Beginning at $199 per person monthly.

Nextiva’s Enterprise Contact Heart resolution is a strong choice for firms in search of to create an omnichannel buyer communication portal, full with chat, e mail and SMS — although the Important plan solely contains one channel. Skilled and Premium plans help full omnichannel buyer expertise.

This is a perfect resolution for firms seeking to enhance contact heart CX as each plan comes with instruments for coaching brokers, instruments to automate workflows, and workforce administration options.

Nextiva’s key options

Nextiva affords a full vary of enterprise communication capabilities inside a unified platform — however each supplier says that. Right here’s a better take a look at what makes it distinctive.

Straightforward 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’ll with some other cellular app or pc program. From there, you possibly can 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 beneath one roof. Buyer profiles, workforce chats and plenty of different communication channels are all rapidly accessible with out hiding behind difficult menus and sub-menus.

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

Model administration instruments

Nextiva affords a helpful suite of instruments designed to assist firms monitor and improve a brand’s online reputation. These instruments embrace real-time monitoring of buyer suggestions throughout a number of channels, reminiscent of social media and evaluate platforms. Companies can rapidly determine traits in buyer sentiment and handle points proactively, guaranteeing a optimistic model notion.

Moreover, Nextiva’s analytics dashboard consolidates key metrics associated to buyer interactions, making it simpler to trace model efficiency and measure the influence of status administration efforts. Automated alerts notify groups of adverse opinions or mentions, enabling immediate responses.

Unified enterprise communication platform

Nextiva affords any channel you want inside a single platform together with pre-built integrations with in style enterprise software program. Consolidating each channel inside an easy-to-use interface simplifies administration and the day-to-day life of each worker.

Small companies profit by gaining professional-grade communication options with out having to rent a ton of IT roles. Bigger organizations can scale back the variety of instruments they use to speak with prospects, streamline operations, and scale back prices.

Legacy gear might be built-in into your new cloud communications system. Should you want {hardware}, Nextiva provides you the choice to buy or lease pre-configured VoIP headsets, desk telephones, convention telephones, in addition to adapters for fax machines and landline telephones.

Omnichannel contact heart options

Nextiva’s contact heart resolution 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, name heart 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 enterprise communications platform. It contains all of the instruments vital for distant brokers to carry video, textual content and voice communications with prospects — from any appropriate machine.

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

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

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

Automation builder

Nextiva affords 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 normal 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 by way of 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. In brief:

• IVR (Interactive Voice Response) programs use pure language processing to detect and reply to primary buyer inquiries so callers can simply test account balances or have their name routed to a selected division, as an illustration.
• IVA (Interactive Digital Agent) takes this idea to a brand new stage by utilizing AI to determine buyer sentiment, escalate calls to stay brokers if wanted, provide acceptable recommendations based mostly on a buyer’s historical past, and pull data from the corporate’s information base to current to prospects.

One other useful function is the power to arrange name heart thresholds. Nextiva will notify brokers and supervisors everytime you expertise a sudden rise in wait occasions or name volumes that surpass your set thresholds.

Analytics and reporting

Contact heart analytics assist groups make data-driven selections, and Nextiva is able to reporting on all of the essential metrics throughout each channel. You’ll be able to see a normal overview of those metrics by way of an easy-to-follow dashboard with graphs and charts, or you possibly can zoom in on the main points by viewing the info as tables and logs.

SEE: Uncover seven issues high-quality name heart analytics might help you clear up. 

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.

For example, you possibly can analyze a selected agent’s exercise or choose a number of customers to measure workforce efficiency as a bunch. Alternatively, you possibly can even choose two brokers and put them side-by-side to match their productiveness.

One other useful function is the power to replay recorded calls by way of 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 throughout the dashboard.

Gamification

Nextiva can encourage pleasant competitors amongst workers by way of easy-to-set-up gamified leaderboards, accessible within the platform’s analytics dashboard. The leaderboards are extremely customizable — you possibly can deal with varied metrics, have particular person brokers or whole groups compete with one another, and choose between a strong collection of leaderboard themes. The info displayed within the leaderboards is up to date in real-time.

Name Pop

Nextiva’s Name Pop performance provides brokers all the shopper data vital earlier than selecting up the decision by way of a pop-up. This permits them to regulate their techniques on the fly and supply personalised experiences.

This data can embrace the shopper’s account worth, final buy, survey response historical past, sentiment or some other kind of particulars related to your enterprise. Name Pop rapidly pulls in buyer particulars out of your built-in CRM, providing you with extra management over what brokers have to 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 will even ship an automatic survey after the decision ends, and the next response will probably be displayed on the agent’s display the subsequent time the shopper calls.

Nextiva execs

• Plug-and-play {hardware}.
• Make calls from any machine.
• You should utilize current gadgets.
• Guided setup and intuitive interface.
• Nice buyer help.
• Extremely dependable and safe.
• Broad product choice.
• Constructed-in workforce collaboration.
• Sturdy integrations.
• Threaded conversations.
• Model administration suite.

Nextiva cons

• Video conferences are capped at 45 minutes.
• Entry-level plan lacking inbound/outbound voice.
• Superior VIR options solely with premium plans.
• CRM integrations are solely on greater tiers.

Alternate options to Nextiva

Nextiva affords an distinctive steadiness of ease of use, affordability, value, and customer support. The desk beneath exhibits the way it compares to probably the most popular Nextiva alternatives in a number of key areas.

Notice: we’re trying on the Nextiva Core plan right here (not its entry-level, Digital plan) as a result of it contains inbound/outbound voice, which comes normal with the opposite suppliers.

	Nextiva	RingCentral	Ooma	Zoom Phone	CallHippo
Beginning value	$30 per person monthly	$20 per person monthly	$19.95 per person monthly	$10 per person monthly	$16 per person monthly.
Free trial	Demo solely	14 days	None	None	10 days
Setup	Straightforward	Sophisticated	Very straightforward	Common	Straightforward
Native telephone numbers	U.S. solely	105+ nations	U.S. solely	48+ nations	50+ nations
Cellphone system	Common	Superior	Easy	Common	Common
Contact heart	Highly effective	Highly effective	Primary	Highly effective	Common
Video conferences	High three tiers	All plans	High two tiers	Further value	None
Texting	High three tiers	All plans	High two tiers	All plans	All plans
Crew chat	High three tiers	All plans	High two tiers	Further value	None
Faxing	Further value	High two tiers	All plans	Further value	None
Integrations	20+	300+	12+	120+	115+

RingCentral

RingCentral affords way more integration and customization choices; it has greater than 400 APIs and 300 integrations on prime of a variety of superior options you received’t discover elsewhere. Nevertheless, it might be more durable to arrange and use than Nextiva. Plus, RingCentral is overkill for lots of companies. See my full comparability of Nextiva vs RingCentral for an entire breakdown of how these two prime suppliers examine or my full RingCentral evaluate to study extra.

Ooma

Should you want conventional desk telephones, most suppliers will work simply fantastic, however Ooma makes the setup course of as straightforward because it will get with pre-configured gadgets and an extremely easy telephone system. Inside collaboration instruments, like video conferences and workforce chat, are solely on greater tiers, however it’s an amazing choice in the event you want one thing easy. See my evaluate of Ooma for an in-depth take a look at its full product providing.

Zoom Cellphone

Zoom Cellphone affords a singular limitless worldwide calling add-on plus international plans that work in additional than 50 nations. There’s additionally an inexpensive pay-as-you-go plan in the event you don’t want limitless utilization. General, it’s an amazing alternative in the event you’re not in america or deal with a excessive quantity of worldwide calls. Take a look at my full evaluate of Zoom Cellphone to study extra.

CallHippo

Should you’re a brilliant small enterprise on a decent price range otherwise you not often deal with calls, CallHippo affords a number of options at an inexpensive value. It is usually one of many few suppliers to supply a standalone outbound 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 want energetic intervention from the customer support groups, or was the guided setup course of straightforward sufficient to deal with every little thing by myself?
• 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 by way of tons of menus and sub-menus?
• UCaaS telephone performance: Did Nextiva provide the instruments vital to take care of communications throughout the entire 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? 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 workers? How straightforward is it to take action?
• Analytics: What varieties of metrics may I monitor throughout assessments and stay trials? Was the data 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 carry 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 bundle?