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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Powerful inbound / outbound channels
Maximize productivity by incorporating both inbound and outbound calls to agents’ workflow.
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Full workflow engine for journey orchestration
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.
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Best-in-class workflow automations and APIs
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.
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Transcription and summarization
Increase productivity when AI takes call notes for you in real time and creates an automatic summary of the conversation.
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Customizable intelligent and skills-based routing
Improve first-call resolution by routing callers to best-fit agents equipped to handle interactions specific to area of expertise, language, or demographic.
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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Full customer journey context & history
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.
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Omnichannel (voice, sms, chat, email, social, messaging, webform)
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.
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Advanced Al bots to guide journeys
Reduce agent workload and increase productivity and consistency by building a journey incorporating AI-based touchpoints.
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Real-time supervisor support
Improve agent performance and training opportunities by empowering supervisors to monitor both voice and digital interactions, providing instant feedback to agents.
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Secure payment agent assist (PCI-DSS)
Built right in, an AI bot ensures PCI-compliant transactions where agents neither see nor hear credit card information.
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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Full workforce management (WFM)
Ensure you’re properly staffed by surfacing and analyzing historical data such as volume, wait time, and more.
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Optimized workflows for interaction deflection
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.
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CX analytics for all business functions
Learn and grow faster with rich analytics dashboards providing drilldowns covering deep analysis of agents, campaigns, and queues.
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Multiscreen recording
Similar to single screen recording, multi screen recording allows 2 screens to be recorded.
Create amazing experiences by configuring AI and automation to perform a workflow, then easily duplicating and iterating that workflow for continuous improvement.
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
Click to dial
Automatic call distribution (ACD)
Call analytics
Call center thresholds
Desktop softphone & mobile app
Dialed number identification service (DNIS)
Customizable call flow builder
Intelligent call routing
Customer satisfaction surveys
Screen pop
Voicemail
They say you can’t scale meaningful
relationships. With Nextiva, you can.
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Inbound call center solutions: FAQs
Why should I choose Nextiva’s inbound call center?
As companies large and small struggle to transition to remote work, moving to a cloud-based call center platform like Nextiva makes sense.
- It’s cost-effective: Virtual call centers don’t have any of those recurring costs — like office spaces and hardware — that on-premises call centers have.
- Lower setup installation time: We know business process continuity matters. Get set up in a few hours after you sign up for Nextiva.
- Reliability & Amazing Service: Nextiva’s VoIP call center has plenty of capability to keep your team working.
Having a 99.999% uptime is nice, but what’s better is our support team who’s always available to help you and your business. Amazing Service means you can get help from a friendly and knowledgeable VoIP expert 24/7.
How does Nextiva help streamline inbound interactions?
These are the primary reasons why businesses choose Nextiva’s inbound call center solution.
First, a cloud call center lets you hold a customer’s call without sending them to a voicemail.
Second, it enables you to improve customer satisfaction using call queues and auto attendants.
Third, call center technology lets you scale your softphone requirements as you grow.
What happens after I sign up for Nextiva’s call center solution?
Nextiva’s team of advanced account technicians will work with you to understand your needs in a call center and help you design a call flow that best suits your business.
Depending on the size of your business and individualized needs, onboarding can take anywhere between a few days to a few weeks.
The process of porting a phone number from your previous provider can take 7-14 business days (21 if you are porting 50 numbers or more).
Nextiva’s onboarding provides remote installation with phones from Nextiva.
On-site installation (optional) is available at an additional cost. Phones are shipped by ground unless you request a different ship
Can I keep my existing numbers?
Yes, if you already have one or more phone numbers for your business, you can move them over through a process known as porting.
We will need a digital signature on a Letter of Agency (LOA) to move your service to our virtual PBX system.
If I don’t know my call volume yet, how do I choose a plan?
While your plan will determine the maximum number of calls in a queue, having a volume that could max out your queue should be an indication that there’s room for improvement.
The call queue is there to let agents service all customers who are calling in. A larger queue is better for teams with more available agents to pull calls.
As a rule of thumb you should base your decision on the number of your agents. Basic call centers can have a maximum of 25 callers in a queue.
Can I set up custom integrations with my inbound call center solution?
Nextiva can provide details on API integrations that you or your teams can use for custom workflows.
Additionally, Nextiva has integrations with many tools. If you’re not sure, please reach out to a Nextiva support rep.
You can also purchase a custom integration for in-house tools that you would like, but this process can take time to customize and test.
Am I charged per user or per line?
Each user who can place or receive calls is considered one line of service. You are charged for the maximum number of users you can create for your account.
Also, some standard taxes and fees apply to each line of service on an account. For more information or tax details by state, click here.
What do I need to get started with Nextiva’s inbound call center solution?
- An active Internet connection
- Access to a web browser such as Google Chrome, Internet Explorer, or Safari
- An active Nextiva Voice account
- Login details for the NextOS Administrator Portal
- An Internet phone provisioned on the Nextiva network and/or the NextivaONE App
For additional assistance, please contact a member of our Amazing Service team by emailing [email protected] to immediately open a case.