Nextiva Overview
Nextiva is a comprehensive unified customer experience management platform designed to streamline and enhance business communications across various channels. Here’s an overview of what the product does and its key features:
Unified Communication Platform
Nextiva integrates voice, video, chat, social media, and email into a single business communication platform. This allows businesses to interact with customers through any channel, ensuring a seamless and personalized experience throughout the entire customer journey.
Key Features
Voice Calls and Phone System
Nextiva offers a robust VoIP phone system with advanced features such as HD Voice technology for crystal-clear call quality, auto-answering with Intelligent Virtual Assistants, and the ability to route callers to the best-fit agents based on various criteria. The system includes features like call transfer, caller ID, virtual receptionist, voicemail, and voicemail to email/SMS transcription.
Call Management and Analytics
The platform provides detailed call history and log reports, voice analytics, and real-time system status alerts. It also includes call recording, call queues, and music on hold options to enhance the caller experience. Supervisors can monitor and manage calls through a customizable real-time dashboard, gaining valuable insights into call and employee activity data.
Mobility and Flexibility
Nextiva allows users to make and receive calls from any device, at any location, using a single phone number and unified set of features. The platform includes a desktop app, Android, and iOS apps, enabling seamless communication over any internet connection. Features like call pull and remote office capabilities ensure that users can switch between devices and locations without disrupting their calls.
Integrations
Nextiva supports a wide range of integrations with CRM systems (such as Salesforce, Oracle Sales Cloud, Sugar CRM, and NetSuite), email clients (like Microsoft Outlook and Google Contacts), and other business tools. These integrations, including an open API for customized integration, help in automating workflows and providing real-time customer insights.
AI-Powered Capabilities
The platform is enhanced with AI-powered features such as Nextiva’s Caller AI, which provides up-to-date account information, survey results, and customer experience scores in real-time. This helps agents to make informed decisions and deliver personalized customer experiences.
Customer Experience Management
Nextiva’s Unified-CXM platform orchestrates the entire customer journey, providing teams with real-time actionable customer insights. It enables the automation of key business workflows and offers deep customer intelligence to deepen relationships. The platform also includes features like custom online surveys and multi-channel support software to elevate customer service.
Additional Features
Other notable features include team presence, shared line appearance, busy lamp field, call groups, unlimited business SMS, and advanced administration controls. The platform also supports faxing on any device, real-time chat, and cloud storage with automatic backup through Nextiva Drive.
Summary
In summary, Nextiva is a powerful and versatile communication platform that combines advanced VoIP phone system capabilities with AI-driven customer experience management, extensive integrations, and robust analytics. This makes it an ideal solution for businesses looking to enhance their communication efficiency, customer service, and overall productivity.