August Product Spotlight: Smarter Connections, Faster Insights, & Stronger Teams

Our August product updates are designed to help your business connect more easily, act on insights faster, and deliver consistent service at scale.

With simpler global calling, real-time customer feedback, smarter workload management, and AI-powered assistance from NextIQ, your teams can work more efficiently, while customers enjoy faster and more personalized experiences.

Nextiva Contact Center: AI Assistance, Balanced Workloads, and Team Visibility

Delivering great customer experiences depends on keeping agents productive without overwhelming them. When workloads pile up, response times slow down, and burnout increases. The latest updates to Nextiva Contact Center solve both challenges by helping managers balance workloads and giving agents real-time visibility into who else is working their queues.

NextIQ: AI assistance built for agents

NextIQ brings AI-powered guidance directly into the agent’s workspace, helping them resolve inquiries faster, stay consistent, and feel more confident in every interaction. By surfacing the right information at the right time, NextIQ reduces effort for agents while creating better, more reliable experiences for customers.

• Agent Assist: Agents can ask a question or highlight a message, and NextIQ instantly suggests a reply so they can respond quickly and accurately.
• Knowledge-powered answers: Pulls from your company’s knowledge base, FAQs, or documentation to provide the most relevant information on the spot.
• Tone and response customization: Adjust tone (friendly or professional), change response length, or regenerate suggestions with one click to match the situation.

Watch how you can boost agent efficiency with Nexiva AI 👇

Workload Balancing: prevent burnout and ensure faster customer responses

Managers can now set clear limits on the number of conversations an agent handles across voice, chat, and email. By distributing work fairly, teams avoid bottlenecks and customers get timely support.

• Balanced workloads: Configure maximum workitems so no one is overloaded.
• Reduce stress: Give agents manageable workloads that keep them efficient.
• Flexible setup: Apply limits at the individual or profile level to fit your team’s needs.

👉 Keep agents productive with smarter workload balancing

Team Visibility: strengthen collaboration and increase resolution times

With real-time team visibility in NextivaONE, agents no longer waste time guessing who’s available or tracking down support. They can instantly see who’s in the same queue, their current status, and who’s best positioned to help.

For agents, this means less time chasing answers and more time resolving issues. For customers, it means shorter wait times, fewer handoffs, and quicker resolutions. The result is a smoother experience for everyone. Agents stay productive, and customers stay happy.

• Enhance collaboration: Visibility into availability makes it easier to work together.
• Encourage accountability: Status tracking promotes ownership and responsibility.
• Accelerate resolution times: Clear insight into activity ensures quicker responses for customers.

👉 Boost collaboration and speed with the agent dashboard

NextivaONE: Global Calling Made Simple

Who actually remembers international dial codes? Most of us have to look them up every time, which slows down calls and leaves room for mistakes. With NextivaONE, those days are over. Now your teams can connect with international customers, colleagues, and partners as easily as dialing a local number.

• Quick dial convenience: Call saved international contacts in one click.
• Unified experience: Keep global and local conversations together in one history.
• No extra steps: Eliminate dial codes when calling abroad.

This means faster connections, fewer mistakes, and more seamless communications.

👉 Learn how easy it is to add international contacts in NextivaONE

NextivaCX: Enhanced Feedback and Sentiment Filters

The problem with most customer feedback is that by the time it reaches you, it’s already too late to act.

With NextivaCX, you capture insights in the moment on the channels your customers use most, like WhatsApp and email. Feedback is gathered instantly after interactions, giving you real-time visibility into sentiment so you can prioritize responses and take action while it still matters.

Real-time feedback capture

Closing a ticket is only part of the customer journey. What matters most is how the customer feels when the interaction ends. By automatically sending surveys through WhatsApp, responses are captured right inside the ticket. This gives your team immediate insight into customer sentiment, making it easier to measure CSAT, track performance, and uncover opportunities to improve service.

• Automated surveys: Collect feedback without manual effort, ensuring consistency and higher response rates.
• In-ticket tracking: View survey status directly within the ticket for complete context.
• Dashboard insights: Turn responses into clear trends to measure CSAT and drive service improvements.

👉 Learn how to integrate NextivaCX with WhatsApp to send real-time surveys

Sentiment-based ticket filtering

Not every piece of feedback is equal. Sentiment filters help teams quickly distinguish urgent or sensitive cases from routine ones.

• Identify high-priority issues: Surface tickets with negative sentiment or emotional language.
• Smarter prioritization: Give agents the insight to focus first on customers who need empathy and speed.
• Better outcomes: Respond faster and more thoughtfully, improving satisfaction and loyalty.

👉 Prioritize what matters most with sentiment filters