Orchestrate your
customer's journey.
AI-powered journey intelligence, built in. Track every interaction, predict what’s next, and deliver seamless experiences.
You’re losing customers. You don’t know why.
You can’t fix a journey you can’t see.
Customer satisfaction is slipping, but you can’t pinpoint where. Was it the chatbot handoff? The follow-up email that never came? Without a unified view of the journey, you’re reacting to symptoms instead of solving root causes.
Your customers have to repeat themselves.
A customer calls after chatting yesterday. The agent has no idea. They ask for the account number, the issue, the history. Handle times climb, first-contact resolution drops, and your team works harder but resolves less.
Every tool you use lives in a disconnected silo.
Your phone system, chat platform, CRM, and analytics suite were never designed to share data. You’ve stitched them together with integrations that break every quarter. Leadership wants a unified view. You know what that actually costs.
The numbers behind the problem
Revenue growth for CX leaders compared to CX laggards.
McKinseyOf customers avoid a brand after just one bad service experience.
AccentureOf channel transitions are high-effort — customers must re-explain their issue.
GartnerOf agents feel overwhelmed by the systems they navigate during customer calls.
Deloitte DigitalOf tech decision-makers report moderate to extensive technology sprawl.
ForresterHigher revenue growth for companies with a unified digital foundation.
AccentureCreate a journey that turns customers into loyal fans.
Know your customer instantly.
Full interaction history across every channel, visible to every agent. When a customer calls after chatting yesterday and emailing last week, your team sees the whole story. Context eliminates repetition and makes every conversation feel personal.
One conversation, any channel.
Voice, chat, SMS, email, social, and video in a single thread. Customers switch channels whenever they want. Your team never loses the plot. The conversation continues seamlessly because every channel feeds into the same unified view.
Spot friction before customers feel it.
AI monitors journey signals and detects problems before they escalate. A customer who visited the FAQ three times and started a chat they abandoned is about to churn. Nextiva sees that pattern and triggers an intervention automatically.
Build journeys without writing code.
Drag-and-drop workflow builder with prebuilt templates. Clone successful journeys, add conditions and branches, and deploy in minutes. No engineering queue. No six-week implementation. Build it, test it, launch it.
See the full picture, not fragments.
Dashboards that show journey health, not just channel metrics. Completion rates, resolution times, channel-switch patterns, and customer satisfaction scores in one view. When you see the whole journey, you make better decisions.
This customer visited the FAQ 3 times, opened the billing page, started a chat, then abandoned. This pattern matches pre-churn behavior in 74% of similar accounts. Likely cause: unresolved billing question compounded by a failed self-service attempt.
More built-in capabilities
AI Next Best Action
Real-time recommendations for routing, follow-ups, and escalations based on journey context.
Skills-Based Routing
Route interactions to the right agent based on skills, history, and where the customer is in their journey.
Bot-to-Agent Handoff
Full conversation context transfers seamlessly when a customer moves from bot to human support.
Data Integration
Connect your CRM, billing, e-commerce, and marketing tools into one unified customer record.
Sentiment Analysis
Score customer sentiment in real time across voice, chat, and email to catch frustration early.
Workflow Library
Clone successful journeys as reusable templates your team can deploy in minutes.
Voice Analytics
Transcription, keyword spotting, and trend analysis across every call.
IVR Personalization
Recognize callers and skip redundant prompts so returning customers get routed directly.
Journey Analytics
Completion rates, resolution times, and drop-off points in one unified dashboard.
Connects with your existing tools
Frequently Asked Questions
What is journey orchestration?
Journey orchestration is the process of designing, managing, and optimizing customer interactions across every touchpoint and channel in real time. Instead of treating each channel as a separate silo, journey orchestration unifies voice, chat, SMS, email, and social into a single continuous experience — using AI to predict needs, route intelligently, and trigger proactive engagement.
How is journey orchestration different from a customer data platform (CDP)?
A CDP collects and unifies customer data from multiple sources into a single profile. Journey orchestration uses that unified data to take action. Think of the CDP as the “what” (customer data) and journey orchestration as the “how” (personalized, real-time engagement based on that data). Nextiva pulls data from your CRM, billing, and business tools into the orchestration engine, so you get a unified view without needing a separate CDP.
What channels does Nextiva journey orchestration support?
Nextiva orchestrates journeys across every channel natively: voice calls, SMS and texting, live chat, email, social media, messenger apps, video meetings, and AI-powered chatbots. All channels feed into a single unified view, so your team and your customers never lose context when switching between them.
Do I need technical expertise to build customer journeys?
No. Nextiva’s journey builder uses a visual drag-and-drop interface. You can create workflows, set conditions and branches, clone successful journeys, and deploy changes without writing code or waiting on an engineering team. Prebuilt templates help you get started in minutes.
How does journey orchestration integrate with my existing tools?
Nextiva integrates with major CRMs (Salesforce, HubSpot), helpdesks, productivity tools, and business applications through native integrations and REST APIs. Journey data flows between your existing stack and Nextiva automatically, so you don’t need to rip and replace anything to start orchestrating.
Which Nextiva plans include journey orchestration?
Journey orchestration capabilities are included in the Power Suite CX plan and higher tiers, as well as in enterprise contact center plans. Contact our team for a detailed comparison of what’s included in each plan.
How fast can we deploy journey orchestration?
Most teams are orchestrating their first journeys within days, not months. Nextiva’s cloud-native platform means no hardware, no complex migrations, and no lengthy implementation projects. The visual journey builder and prebuilt templates get you from setup to live workflows fast.
See journey orchestration in action.
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Businesses trust Nextiva for their communications
Nextiva worked with us to develop real-time listening, integrated the multiple channels into a singular customer support interface and improved our first response time.
