An inbound call center solution built for
superior customer engagement.

Customers want personalized phone support. Your sales
and support teams want a flexible inbound call center.
It’s a win-win with Nextiva.

With our inbound call center solution, focus
on your entire customer journey.

It’s not just about your product and price. It’s about leveraging every interaction to
drive customer loyalty.

Per Agent/Per Month Pricing

Usage-based pricing

Concurrent pricing

Per Agent/Per Month Pricing

Per Agent/Per Month Pricing

Usage-based pricing

Concurrent pricing

Currency

USD

USD

EUR

GBP

CAD

Essential

Powerful inbound and outbound contact center capabilities for one channel (voice or digital), with customer journey orchestration, automations, customizable intelligent and skills-based routing, unified customer context, and lite CRM.

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Core features
  • Maximize productivity by incorporating both inbound and outbound calls to agents’ workflow.

    Powerful inbound / outbound channels
  • Build a complete customer journey with drag-and-drop ease. Incorporate IVR, enhanced routing, voice bot-to agent hand-off for a blended AI and human experience.

    Full workflow engine for journey orchestration
  • Intelligently automate processes using drag-and-drop interface to accomplish tasks such as bot to agent handoff or prompting agents to collect key information and saving to third-party CRM.

    Best-in-class workflow automations and APIs
  • Increase productivity when AI takes call notes for you in real time and creates an automatic summary of the conversation.

    Transcription and summarization
  • Improve first-call resolution by routing callers to best-fit agents equipped to handle interactions specific to area of expertise, language, or demographic.

    Customizable intelligent and skills-based routing
From
$129 €120 £104 C$175
/agent/mo
From
$0.018 €0.017 £0.014 C$0.024
/agent/min
From
$179 €166 £144 C$242
concurrent

Professional

Delight customers with every interaction on the channel of their choice. Optimize agent performance and quality management with enhanced supervisor support.



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Everything in Essential, plus:
  • Increase customer satisfaction and decrease time-to-resolution by having the full customer history at your fingertips. Collect key information, syncing data across third-party apps, and surface cross-channel interaction history.

    Full customer journey context & history
  • Connect on channels customers prefer, creating a journey that incorporates touchpoints across multiple channels, such as chatbot to agent to texted survey and followup email.

    Omnichannel (voice, sms, chat, email, social, messaging, webform)
  • Reduce agent workload and increase productivity and consistency by building a journey incorporating AI-based touchpoints.

    Advanced Al bots to guide journeys
  • Improve agent performance and training opportunities by empowering supervisors to monitor both voice and digital interactions, providing instant feedback to agents.

    Real-time supervisor support
  • Built right in, an AI bot ensures PCI-compliant transactions where agents neither see nor hear credit card information.

    Secure payment agent assist (PCI-DSS)
From
$159 €147 £128 C$215
/agent/mo
From
$0.020 €0.018 £0.016 C$0.027
/agent/min
From
$209 €194 £169 C$283
concurrent

Premium

Orchestrate every interaction for amazing experiences. Gain insights into every customer touchpoint, and understand and act on larger trends affecting your operations. Discover transformational patterns to accelerate your business, further delight customers, and create new efficiencies.



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Everything in Professional, plus:
  • Ensure you’re properly staffed by surfacing and analyzing historical data such as volume, wait time, and more.

    Full workforce management (WFM)
  • Reduce wait time and let callers choose how they’d like to interact by offering those in queue options like hanging up and getting a call back or offering resolution via SMS.

    Optimized workflows for interaction deflection
  • Learn and grow faster with rich analytics dashboards providing drilldowns covering deep analysis of agents, campaigns, and queues.

    CX analytics for all business functions
  • Similar to single screen recording, multi screen recording allows 2 screens to be recorded.

    Multiscreen recording
From
$199 €184 £160 C$269
/agent/mo
From
$0.024 €0.022 £0.019 C$0.032
/agent/min
From
$239 €221 £193 C$323
concurrent

Compare plan features

Download Feature Chart

Highlighted Capabilities

Included features:
Essential
Professional
Premium
One channel (Voice or digital)
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Blended inbound/outbound calling
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Transcription and summarization
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Quarterback, progressive, predictive dialing
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List and campaign management
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Process automation
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Dynamic scripting
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Dial by name auto attendant
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Voice & digital customer surveys
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Proactive outbound notifications
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Real time dashboards and reporting
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Voicemail drop & ACD voicemail
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Company directory w/ queue, agent, topic chat
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Simple bots
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Full API access
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Full workflow engine
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Intelligent and skills-based routing
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QM voice recording
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Contact management
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Web and ACD callback
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Omnichannel (voice, sms, chat, email, social, messaging, webform)
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Single screen recording
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Advanced bots
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Geographic disaster recovery
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Secure payment agent assist (PCI)
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Remote telephony edge server connect
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Digital supervision & agent screen share
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Workforce management
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Advanced CX analytics (real BI tooling)
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Multiscreen recording
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AI Transcription
Usage-based
Usage-based
Usage-based
Optimized workflows for interaction deflection

Create amazing experiences by configuring AI and automation to perform a workflow, then easily duplicating and iterating that workflow for continuous improvement.

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Got pricing questions?

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.

Screen pop & built-in CRM

When a live agent receives phone calls, a pop-up appears with rich customer insights. For screen pop to show customer information on an agent’s screen, the call center phone system pulls the data from your CRM using CTI. From past interactions to their customer satisfaction score, screen pop gives you all the context you need.

A softphone your agents will love

Give your agents all the functionality they need to prioritize customer interactions. With a free desktop and mobile app, your reps can make, receive, and transfer incoming calls no matter where they are.

Omnichannel support for remote teams

Nextiva offers a fully integrated ticketing helpdesk, live chat, SMS, and call center dashboard. Our cloud-based call center software gives your remote teams full visibility into your multichannel customer journeys.

Customer service automation

Nextiva’s conversational AI add-on turns routine interactions with callers and a Virtual Agent into natural exchanges. Enable self-service customer support options with natural speech requests like, “I’d like to speak to someone in Billing, please.”

Get a feature-packed inbound call center solution.

Call recording

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.

Call analytics

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.

Screen pop

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.

Voicemail

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.

They say you can’t scale meaningful
relationships. With Nextiva, you can.

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