Customer Experience 
Customer service expectations are higher than ever, but so are operating costs.
If your contact center is feeling the squeeze, it may be time to stop throwing people at the problem and start thinking smarter. With Nextiva’s AI-powered contact center, you can achieve more with fewer resources, all while improving customer experience.
The best part is that we’ve created a helpful calculator to help you size up the opportunity.
Measuring ROI in Your Contact Center
Want to dive deeper into how AI creates tangible business outcomes? Check out our Nextiva Contact Center overview or explore our post on AI in customer experience to see how teams like yours are achieving real transformation.
One of the biggest challenges contact center leaders face is proving the value of new technology. That’s why we built the Nextiva ROI Calculator, a simple tool that shows exactly how much time and money your team could save with AI-powered tools like real-time agent assistance and automated call summaries.
No spreadsheets. No fluff. Just clear, personalized insights you can share with stakeholders.
👉 Ready to measure the impact? Try the ROI Calculator
Where AI Fits into the Contact Center
Contact center AI isn’t a vague futuristic technology. It’s real, and it’s helping companies right now. Simply put, AI in contact centers refers to technologies that help agents work smarter, not harder.
Popular uses of AI include call summarization, dynamic scripting, and intelligent routing, all of which work behind the scenes to reduce effort and improve speed.
Unlike basic automation, AI adapts in real time to customer needs and agent performance. It enables fast decisions, better experiences, and tangible savings.
AI in CX: A Market Shift You Can’t Ignore
According to our 2025 Leader’s Guide to CX Trends, 92% of companies have already adopted AI in some form, but only 9% consider their usage mature.
This statistic highlights a significant opportunity for growth. Companies that reach maturity are over three times more likely to report receiving high value from AI than those still in early stages.
The same report reveals that the most common AI applications are generative tools and agent-assist technologies, both of which are foundational in Nextiva’s AI-powered contact center.
AI adoption in customer experience is accelerating fast. According to McKinsey, over 90% of customer service leaders are experimenting with AI. But fewer than 15% say they’ve realized its full value.
This means the most significant gains are still available to those who act now.
With Nextiva, customers have already seen:
- Up to four minutes shaved off average handle time (AHT)
- Over 5% fewer repeat calls and transfers
- 5% less post-call work for agents
Why average handle time matters
Time is money in a contact center. AHT, the average time it takes to resolve a customer issue, directly impacts cost per interaction.
Here’s a simple formula to illustrate:
Cost savings = Agents × Calls/day × Minutes saved × Wage per minute
Saving even one minute per call adds up fast across a 50-person team. Multiply that by 250+ workdays, and you’re getting back thousands of productive hours, or optimizing staffing needs without sacrificing service.
Nextiva AI Delivers Measurable Savings
After you take the free AI ROI assessment, you’ll gain a fuller understanding of the potential you could experience.
Here are a few of the ways that Nextiva helps organizations drive efficiency:
Save time with call summarization
AI-generated call summaries remove the need for agents to take notes, saving around 5% of post-call work time. This frees them up to focus on customers, not clerical work.
Boost productivity with dynamic scripting
Nextiva’s AI provides live guidance during calls. By adapting to the customer’s issue and the agent’s behavior, it reduces talk time by 2 to 4 minutes and boosts first-call resolution.
Improve routing with intelligent logic
AI-powered, skill-based routing gets customers to the right person the first time. That’s led to 3 to 7% fewer transfers and less frustration for everyone.
| Feature | Benefit | Potential Results |
|---|---|---|
| Call summarization | Less admin work | 5-10% more agent capacity |
| Dynamic scripting | Faster resolutions | Reduction of 2-4 minutes AHT |
| Skill-based routing | Fewer handoffs | Increase CSAT, fewer transfers |
Busting AI Customer Service Myths
Let’s clear the air:
- Myth: AI replaces agents.
Reality: It empowers them to do their jobs better. - Myth: AI is only for large enterprises.
Reality: Cloud-based AI scales affordably for all business sizes. - Myth: AI is expensive and complex.
Reality: With Nextiva, it’s built in, with no costly overhaul required.
Empower your agents, not replace them
Before AI: Your agents juggled screens, typed summaries, and hoped they remembered the right response.
After AI: They’re guided with dynamic scripts, post-call summaries are automatic, and they can focus fully on helping the customer.
One Nextiva customer saw a 15% increase in agent satisfaction after rolling out AI tools. When agents are empowered, they stay longer and perform better.
How to Prepare your Team for AI
Getting started is easier than you think. Here are a few steps:
- Spot the friction: What manual tasks drain your agents most?
- Review your call flow: Where do delays, transfers, or errors happen?
- Start with assistive AI: Implement summarization or scripting first.
Nextiva helps teams go from early pilots to full-scale impact without disrupting your workflows.
Ethical, transparent, and responsible AI
Trust matters. Nextiva commits to responsible AI:
- Data stays yours. Customer data is never used to train models.
- Decisions are transparent. AI suggestions are explainable and auditable.
- Humans stay in control. Agents can override AI at any time.
- We’re secure. HIPAA, PCI-DSS, GDPR, and HITRUST compliant.
Sell Your Vision with CX Data
Building a business case to improve your CX?
You’re not alone.
In our latest research, 94% of CX leaders said their customer experience investments delivered ROI in the past five years, and 67% said it’s now easier to get executive approval for new CX investments compared to five years ago.
Leaders no longer view customer experience as a cost center. In fact, nearly 80% see it as a revenue driver, a significant shift in mindset that opens the door for smart, AI-driven transformation.
The best way to strengthen your business case? Use the ROI calculator to demonstrate the real-world impact of AI in your contact center.
👉 Calculate your AI savings with the Nextiva ROI Calculator
It only takes a few minutes to see your potential savings, and it can be exported to share across your organization.
Ready to unlock better performance, happier agents, and faster service? Start today with Nextiva’s AI-powered contact center.
