Advanced IVR technology
Replace multi-level phone menus with automated call flows that include speech recognition and text-to-speech. And, use our Smart Attendant to create dynamic, personalized interactions with your callers. Let Virtual Agents autonomously handle routine and repetitive transactions while your reps focus on higher-value interactions.
Call recording is one of the fastest ways to get call insights directly from your cloud call center. Turn this feature on for Quality Assurance (QA) of sales, support, and service teams for ongoing coaching.
Click to dial
Click on any phone number in a form or list view inside your CRM to initiate a call on your desk phone or the NextivaONE App. Your caller’s name and information will appear on the screen as you’re dialing. Available via our CRM integration.
Automatic call distribution (ACD)
Want to manage higher call volumes without the exhausting wait times? Use this add-on to direct incoming calls to the right agent based on your business needs and preferences. ACD turns that flood of inbound calls into an organized call queue.
Make better decisions with call data like Talk Time, Abandoned Calls, Call Volumes, and Agent Availability. Measuring agent performance is easy with scheduled reports and visual call analytics available inside our call center software.
Call center thresholds
Have a system in place to receive notifications when your call center traffic meets predetermined limits. For instance, the calls in the queue or estimated wait time is unusually high. Yellow and red thresholds inside your inbound call center dashboard can alert agents and supervisors.
Desktop softphone & mobile app
Stay connected with your teams and customers from anywhere. Use the NextivaONE App from your home computer or smartphone. Also, move active calls between your desk phone, desktop app, and mobile app.
Dialed number identification service (DNIS)
Associate multiple phone numbers to a queue or play specific messages for those callers. With DNIS, two different callers within the same queue could have vastly different experiences — including different music on hold and wait times.
Customizable call flow builder
Want your toll-free numbers to offer a specific caller experience? Design your call flow on a canvas with drag-and-drop simplicity. Export your call flow and have a record for reference. Also convert text to human-like speech on call flow scripts via our IVR portal.
Intelligent call routing
Manage the ways you route calls with Nextiva’s call center PBX. Advanced call routing directs calls to the right agent based on their skills. You can set up call routing based on the time of day, caller ID, auto attendant selections, and other criteria.
Customer satisfaction surveys
Create surveys to gather personal feedback from prospects and customers at any stage of the customer journey. Use Nextiva CRM’s automated surveys to reach customers, say, two days after their support ticket was closed.
Display enhanced caller information to your inbound call center agent. Surface relevant information such as account numbers, purchases, and helpdesk tickets as the phone rings. Access this feature via our CRM integrations.
Outside your standard recorded greetings, also choose to receive email notifications each time you receive a voicemail. Voicemail Transcription can transcribe incoming voicemails and send them to a mobile phone number.