Nextiva Contact Center

Great Contact Center features

Vorteile:

We handle lots of inbound sales calls at Textla and Nextiva Contact Center gave us a simple but perfect solution for our small team.

Nachteile:

Literally no dislikes thus far - way better than Dialpad.

Great Call Center Option

Kommentare: Last time that we have to call to add new users and to set up new phone devices we were helped in a professional way fast and reliable by the Nextiva team . After the phone call , we received an email with a follow up from the nextiva team to confirm that all our questions were answered.

Vorteile:

Nextiva customer Support is fast , reliable and after any trouble with the system , ther customer service answer fast and help with all our needs .

Nachteile:

Nothing , until now all our needs has been fulfill .

Maddening Using Nextiva Call Center

Kommentare: Customer service poor- everyone tries to pass along responsibility. Turn on the call service please!

Vorteile:

I cannot think of any but am required to write at least 40 characters.

Nachteile:

I work for physicians and it's imperative our call service is activated when we are out of the office. I spent almost an hour on the phone with customer service activating the call service a day prior our office being closed for the holiday. The next day I called the office and the call service was not activated. This is maddening and has happened on numerous occasions. Physician providers risk medical malpractice each time Nextiva Call Center fails to work (which is frequently). We are looking to switch call services.

Woth the Investment

Kommentare: Due mostly to pricing, Nextiva wasn’t our first choice. However, after dismal results with cheaper companies we made the switch to Nextiva. It was well worth the investment. Call routing was greatly improved, which translated to a better customer experience. Queue management is easily done, which improved productivity. I should note that even though we are a small company, we use the Enterprise level software. It is a higher ticket expense but when you factor in the gains, it is well worth it. Support has generally been amazing (all companies have their busy days). I recommend Nextiva to all my business contacts.

Vorteile:

The thing I like most about Nextiva is the flexibility of the settings. Many VOIP systems require support contacts to make changes in the system which can be delayed by hours, days or weeks. The Nextiva software lets you make those changes on the fly in real time. Adjust time schedules, holidays, add/remove operators, reroute calls, etc. It can all be done quickly and efficiently.

Nachteile:

The pricing is a bit high and the reporting features are lacking.

Connected Conversations Done Right

Kommentare: In short, Nextiva services facilitate less disruptive communication among team members. This has definitely contributed significantly to our organization's growth and is essential to the success of any expanding enterprise. Despite the aforementioned concerns, I feel Nextiva is a very professional and dependable connected communications organization, and I'm grateful that, during the years I've worked with them, I've been able to rely so heavily on their services and support team.

Vorteile:

I have had the pleasure of working with Nextiva's Support Team, who are the most responsive, understanding, and patient group of all the third parties our company interacts with. When I contact their Support Team for assistance, my problems seem to always be fixed on the first attempt; they are always experienced, knowledgeable, and accommodating.

Nachteile:

While their Nextiva / NextOS Voice portal is certainly not the worst administrative interface I've worked in, I do find their Nextiva / NextOS Voice portal is a little confusing when it comes to trying to figure out where a phone number or extension is hidden. You have to manually search through each section, jump between the "auto attendant," "call groups," "call center locations," and "users," and it takes more time than it should.

Nextiva works good, but you need to be patience with the system

Kommentare: it is ok, we just have to be patience with the system... but as my father used to say, no system is perfect... Nextiva still be better in the market...

Vorteile:

Help our company, because most of the cold calls IVR handles it. Employees are more focus on the daily tasks.

Nachteile:

The cellphone app, the notification of miss call will be there in your cellphone forever... there is no way clean that up... When the system is don't, you cant get no reports of the incoming calls during the downtime... The computer application NextivaOne, every other week, we experience a glitch... be prepare to delete and install it again...

Effective Program for In-House Call Centers

Kommentare: As an administrator, I use Nextiva to monitor our call center's performance and ensure we are keeping up with call volume. I also use it to report key information to the rest of my team.

Vorteile:

It is convenient to be able to record and monitor calls in one program. We use our call dashboard constantly to monitor call volume and KPIs in real-time.

Nachteile:

Some aspects of data visualization and reporting could be made more robust, but all our essential metrics are accessible.

Great for cross-border organiztions

Vorteile:

Being able to seamlessly connect our Colombia and USA offices has significantly improved our collaboration. The app's performance remains consistent across different geographical locations, ensuring that our teams can communicate efficiently without any lag or disruptions. This cross-border functionality has greatly contributed to enhanced productivity and teamwork.

Nachteile:

In some VoIP call center solutions, users might find that the level of customization for call flows, automated responses, and scripts is limited. This can be a drawback for businesses with specific workflows or industries that require highly tailored communication processes. If Nextiva VoIP Call Center has limitations in customization, it could be a potential area for improvement, especially for businesses with unique requirements.

Great at home telecommunications app

Vorteile:

easy to use interface and platform. customer service and support is a plus

Nachteile:

there really aren't and complaints that I have for this company

Best tool evern

Vorteile:

Nextiva has been the best tool for communicating with my clients quickly and smoothly. After using this app for over a year, I’ve noticed significant improvements. Its fast, easy-to-use interface allows me to work more effectively and efficiently. The technical support team is always available to assist with any issues and is open to feedback for continuous improvement.

Nachteile:

At first using this application it was a little slow, but when I contacted the technical support department they managed to resolve the problems.

I love Nextiva

Vorteile:

The intuitive and user-friendly interface of Nextiva Call Center stands out.

Nachteile:

While the interface is user-friendly, there might be a learning curve for accessing and utilizing some of the more advanced features of Nextiva Call Center.

Efficient and Insightful: My Nextiva Experience

Vorteile:

Advanced call routing significantly improves customer interaction management. In-depth analytics provide valuable insights for strategic decision-making. Excellent CRM integration streamlines communication processes.

Nachteile:

The interface can be complex for new users. Mobile app lacks some desktop functionalities. Customization options for call flows and IVR could be more flexible.

Great Product!

Kommentare: Overall I have had a great experience with the product.

Vorteile:

The contact center is easy to use and supports me in managing my team

Nachteile:

I do wish that there were some additional features.

Great VOIP Option

Vorteile:

I like that it's easy to use and it routes calls effectively. We don't have to worry about missing calls from our customers.

Nachteile:

I wish it would allow us to set working hours for each individual agent so I wouldn't get calls after working hours.

Experience with nextiva

Vorteile:

Easy to use and friendly customer service

Nachteile:

The system is great and they have been always helpful when I needed support

Great Constact center

Vorteile:

Outstanding contact center easy to communicate and address the problem you need to get fixed

Nachteile:

No real problems here would love for a quicker pick up time but not really a huge deal

Good phone call center app.

Vorteile:

It is easy to use and to make calls with.

Nachteile:

Make sure to update as soon as updates are available, otherwise you lose some functionality.

Cutting edge technology is here!

Kommentare: We’re seeing double digit growth on last year’s numbers. Without sounding too over the top, this system is pretty amazing. It’s definitely helping us manage our team and understand the importance of key metrics and driving positive behaviors. The dashboards are great training tools and managing a large team we have to be on top of everything or it can get out of control fast. 2019 will be a record breaking year if we keep going the way we are. It’s exciting times and it’s great to know we have a system that’s actually helping us achieve our goals.

Vorteile:

We were so happy when we found Nextiva. They offer a service and products that really solve our key problems. We struggle with keeping our team on task and motivated, it’s a communication thing. We need to be able to put the goals and tasks up and track everyone towards the company targets. It’s hard with a large team and lots of different personalities and levels of experience. With our new Analytics platform, we can share how things are tracking and it’s keeping the team really focused and on task. We love it and the results are pretty amazing too.

Nachteile:

We had to do a lot of work to determine which were the correct metrics to drive the right behaviors. We were warned it’s easy to just say one thing is “the goal” but then people don’t always behave well. You have to achieve the goal the right way too, or you could hurt the brand and the business long term. With our business being second hand car sales, we already have a challenging reputation. We got there in the end but it took some time to work out how to frame the numbers to get the team working together.

NextOS = the brain of your business

Kommentare: Sign-up and onboarding was a breeze. We were using the system quickly and are already enjoying the benefits.

Vorteile:

NextOS is an amazing system. Combining your CRM, work flows, insights and resource management in one place. We use it every single day and believe it is giving us an advantage over our competitors.

Nachteile:

We have been challenged in a number of areas of the business to act on the insights we have gained. In the long term this will result in a beneficial outcome however in the short term it can be quite divisive and this can create some internal tension.

Deceptive sales practices.

Vorteile:

Good call quality. Didnt have any issues with the service of the phone. Did its job for a small company, but growing did not provide the same ease of use.

Nachteile:

Outdated phones and limited features.I'm a small business owner. They put you into a contract for 2 years which is no problem other than the best companies don't need long contracts if they have a great service. That's not my issue, the sales representative never once mentioned that there is an automatic renewal for another full 2 years once the initial 2 years is done. Deceptive sales practices without a doubt, and I never would have signed up if this was the case. Great companies/services never try to lock you into contracts without your knowledge. Outdated phones, and limited options are why Nextiva does try to lock you in against your will. Plenty of no contract options, I regret ever signing up with them

We’re growing faster than ever

Kommentare: It’s been about growth and maximizing from the beginning for us. Our worst fear is that there is more we could be doing and this tool unlocks those opportunities and delivers those insights to us immediately. Then, the team can action them. It’s fast, and effective. If you need to level up this is the tool that can help.

Vorteile:

NextOS has unlocked all of this growth potential and efficiency we didn’t know was possible with our small team. It’s amazing and with the AI and machine learning we are not doing the heavy lifting; they bring insights to us. It’s amazing.

Nachteile:

It’s creating work for our team, action items, and not everyone likes this. It’s a game changer which means you need to be able to handle the team members that don’t like change. A change management training module would help.

Terrific Customer Service

Kommentare: We were having issues with our auto-attendant. For whatever reason the dial numbers and lines were not connected properly and so customers were being directed to the incorrect lines. This had been going on for a few days before we realized it. Called into the support department and was able to reach someone right away. I spoke with a gentleman named Chris. He was very good-mannered and showed me how I was able to make the changes myself. The issue was fixed quickly and our auto-attendant was working perfectly and has been since our call. I had a few other questions for Chris and he was very patient and nice about answering all of them. He also gave me some extra tips on how to manage our network. It is always nice to know that you have a real person on the other end of the phone that can assist with anything you need. Needless to say, it was overall a great customer service experience.

Vorteile:

The customer service is outstanding. They are attentive, patient, and very friendly. The service has worked great and we are very happy with everything.

Nachteile:

Only hiccup was with our auto-attendant, however, it was fixed in a short period of time.

Amazing VoIP call quality

Kommentare: Consider investment in more self-training materials for NextOS to aid in the onboarding process.

Vorteile:

We were concerned about the call quality and ramping up of new team members. Neither of these things have been a problem. We’ve had no reported incidences of dropping calls, or static lines.

Nachteile:

Onboarding is a challenge as some team members are adopting more easily than others. We needed some to get more training and others are running miles ahead of the rest. This could be solved by some more training materials so we could get ahead of the issues of different degrees of technology comfort.

The future has arrived!

Kommentare: NextOS is certainly going to give us a competitive edge. We’re using AI and machine learning to optimize many of our processes. I know for a fact that our competition isn’t using tools this sophisticated.

Vorteile:

We are really impressed with the sophistication of the NextOS product. It’s really futuristic and offers features we didn’t thing would be possible for us to access for many years.

Nachteile:

It’s worth the money. We really see the value for our business. I’m impressed and really excited for the future.

Nextiva Call Center is simple yet effective.

Kommentare: Helps measure success rates a lot more efficiently.

Vorteile:

I like the visibility that the call center software and phone system set up provides; it makes it a lot easier to measure success/failure rates for individual departments across the board.

Nachteile:

Definitely the lack of an SMS feature which is something our old call center system had; it was a lot more efficient to be able to text message clients direct instead of continuously leaving voice messages and playing phone tag.