Nextiva’s Successful Transition to Nextiva Contact Center.

Nextiva powers 100,000+ businesses and billions of interactions annually with its AI-powered unified customer experience management (UCXM) platform. From one conversation hub, Nextiva transforms how businesses engage with their customers with business communications, contact center interactions, and social media management, for unified customer experience management. 

The company has transitioned from a third-party contact center service, to Nextiva’s own in-house omnichannel Contact Center solution.

Customer Experience as a Priority

As the leading unified CXM platform on the market, Nextiva offers 24/7 service to its client base. With over 100,000 customers to oversee, this is no small feat. 

Deploying new cloud contact center technology means it not only has to be trusted and reliable, but it also has to meet Nextiva’s high standards for efficiently and effectively managing its contact center operations.

I am accountable for delivering high-level service to our customers, a great employee experience, and results for this company. I would not choose a platform unless I felt it was the best.

Ken McMahon

A Seamless Transition

Everything needed to work perfectly on day one. With 283 agents, 100 business phone numbers, and 15 different workflows, Nextiva faced a large-scale transition with many moving parts.

Despite the complex requirements, the Nextiva team transitioned to the new platform without a hitch, executing the transformation in under 90 minutes! When staff logged in the next day, everything was up and running.

“As the lead for both Five9 and Nextiva Contact Center deployments, I can confidently say that the transition to the Nextiva Contact Center was significantly easier. The product is more intuitive and offers an attractive user experience. In contrast, the Five9 transition had several issues that took weeks to resolve with their team. ”

Carter Heaton
Platform Applications Manager at Nextiva

The Power of Skills-Based Routing

One of the biggest changes with Nextiva Contact Center is skills-based routing.  Instead of a “one-size-fits-all” customer service queue, interactions are now routed to the best-fit agent. Nextiva’s intelligent routing directs callers based on agent skill, workload, and other definable attributes, ensuring optimal handling of high volumes. For example, voice calls might use First In, First Out (FIFO), to maintain fairness, while digital channels like chat or email might use Last In, First Out (LIFO), to address the most recent and potentially urgent queries first. Customized routing rules enable Nextiva to adapt their approach to different communication channels and optimize the customer experience.

Peter Biber, VP of Global Customer Support @ Nextiva, explains, “We needed more powerful skills-based routing and more effective routing and failover of calls.” 

This new advanced routing allowed Nextiva to resolve customer inquiries faster and more efficiently than ever before while minimizing customer frustrations. Not only did skills-based routing improve the customer experience, it also significantly increased first-call resolution and average handle time.

“Since our implementation of Nextiva Contact Center our agent satisfaction has increased dramatically, well over 60%. We are able to stand up new functions with ease and hook into existing systems in a way we weren’t able to before. Our ability to address evolving concerns swiftly has been a breath of fresh air and has allowed us to be extremely nimble addressing customer inquiries with ease.”

Hayden Whitfield
Director, Global Support @Nextiva

Deep Integrations. Deeper Insights.

Like other large enterprises, Nextiva uses a wide variety of software in its day-to-day operations. Nextiva’s robust API allowed the team to integrate and sync data with its core software and its contact center with ease.

For example, an important integration now surfaces key account information from Salesforce into Nextiva Contact Center. Integrating Google DialogFlow allows customers to state their reasons for calling using Interactive Voice Response (IVR), so Nextiva can route the call to the best-fit agent based on the intent of the customer. In addition, a smooth transfer from the IVR to a human agent is enabled and keywords spoken during the IVR interaction are collected and shown to the agent via Nextiva’s Agent Assist.

Integrating its tech stack has allowed Nextiva even greater transparency into its operations and key metrics. Having data available in easy-to-read Nextiva dashboards allows supervisors to evaluate live calls, coach agents during interactions, and track successful behaviors across the entire team.

Perfect Handoffs with Digital Forms

Nextiva customers requiring assistance with more complex issues may need to be routed to a specialist. With dynamic scripting and digital forms, handoffs are seamless, as any agent within the Nextiva support team has full context on the customer’s interaction history.

Agents can also share relevant details before transferring the call to another department, allowing the receiving agent to see this information instantly. Handoffs now happen seamlessly, with no wasted time or loss of critical information.

 “This is a huge milestone for our organization. I’m excited about the internal benefits and about deploying this best-in-class technology for our customers.”

Ken McMahon
Chief Customer Officer at Nextiva

Key Takeaways

Nextiva skills-based routing allows for faster resolution times and a better customer experience.
Nextiva Agent Assist and other AI-powered tools help facilitate the transfer process and create seamless handoffs.
CRM integrations sync data across systems and give cross-channel insights into contact center operations.

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