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Customers want personalized phone support. Your sales
and support teams want a flexible inbound call center.
It’s a win-win with Nextiva.
It’s not just about your product and price. It’s about leveraging every interaction to drive customer loyalty.
Omnichannel digital customer sales & service to connect and engage with customers on the channels they prefer and track social engagement and customer reviews.
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Digital features:
Turn prospects and visitors into customers and provide customer service on your website by engaging in real-time through live chat. Start with automated prompts to gather essential information, then seamlessly transition to a live-agent interaction.
Support and sell using social messaging capabilities including Facebook Messenger, Instagram DM, WhatsApp, and more. All messages route to a single inbox so you won’t miss a thing.
Monitor, respond, listen, and publish on the most meaningful social platforms including: Facebook, Instagram, X (Formerly Twitter), TikTok, Linkedin, YouTube, and your Google Business profile.
Protect your brand and control your reputation by automatically keeping tabs on key review sites. Set alerts so high-importance comments are handled immediately.
Sell more and support efficiently by routing all conversations to a single inbox. Channels include email, webchat, messengers, SMS, social media and review sites.
Connect and engage with customers on digital, voice, video, and SMS. Never miss an interaction with AI-powered voicemail transcription. Empower all workers with desktop, mobile, and browser-based apps for customer conversations, collaboration, and contact management.
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Everything in Digital, plus:
Connect with customers and your team using award-winning, reliable voice conversations within the U.S. and CA*. Get a new number or bring over your existing number for free.
Send and receive SMS text messages from your business phone number using the desktop and mobile app.
Collaborate face-to-face with video meetings. Engage in sidebar chats and record for future reference.
Get on the same page by sharing your screen during a video call or exchanging key files.
Ensure all calls are professionally answered and properly routed using a virtual receptionist recording that directs callers to, for instance, “press one for Sales and two for Service.”
Create amazing customer experiences across all channels including chatbot and an inbound call center. Add Nextiva voice service to your MS Teams and gather insights via advanced reporting.
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Everything in Core, plus:
Manage high-volume inbound calls and use voice prompts to route calls to best-fit agents. Queue calls and surface caller history for quick resolution.
Give your business a professional edge by offering a universal, non-local, toll-free number.
Move your business forward with insight gained from data found within your voice analytics.
Ensure a premium voice calling experience by integrating Nextiva’s reliable and clear voice solution into your Microsoft Teams workflow.
Offer 24/7 support and efficiently manage responses to FAQs with web chatbot automation.
Everything a small business needs to run a successful sales & service organization and to operate like a Fortune 500 company — including advanced routing with an interactive voice bot, agent skills-based routing, data dips, and supervisor assist.
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Everything in Engage, plus:
Advanced IVR enables customer engagement inside your IVR to quickly and efficiently route customers to the right place, the first time. Enable CRM/CDP integrations to offer high-touch customer experiences.
Route callers to best-fit agents based on demographic, language, affinity, hard skills, etc.
Increase efficiency and collaboration by connecting agents and supervisors in a single interface.
Focus on what metrics matter most with a customizable real-time dashboard for supervisors.
Increase productivity when AI takes call notes for you in real time and creates an automatic summary of the conversation.
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.
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.
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.
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.
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.”
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 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.
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.
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.
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.
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.
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.
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.
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.
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
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.
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.
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.
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.
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.
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.
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.
As companies large and small struggle to transition to remote work, moving to a cloud-based call center platform like Nextiva makes sense.
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.
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.
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 shipping method.
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.
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.
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.
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.
For additional assistance, please contact a member of our Amazing Service team by emailing [email protected] to immediately open a case.
(800) 983-4289
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Nextiva has developed a solution for the future: One platform, one workspace, zero friction.
Tomas
Gorny,
Founder and CEO of Nextiva
We'll give you an intro to the perfect solution that fits your business. Get started on your journey to fearless growth.
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