Nextiva Call Center

Fan-friggen-tastic!!

Commentaires : Increased visibility or work requests, improved efficiency, etc.

Avantages :

Top quality product. A++ Very easy to use user portals and back-end admin software. Doesn't require you to be a communications expert or engineer to figure it out. AND, whatever you can't figure out, their amazing Enterprise Support staff can...and they do so rather quickly. They are truly amazing. A++ customer service, very knowledgeable ' available support staff. Our Account Rep is extremely professional, friendly, attentive and responsive. When switching from 8x8 to Nextiva, we did some pretty extensive software and service comparison testing against much larger companies that supposedly offer "high tech solutions", and "superior service" and Nextiva has come out on top each and every time. I seriously love this company and their products.

Happy team!

Commentaires : The set up time is pretty intensive. You do need to think through how best to implement and make sure it’s going to achieve your goals and be right for your organization. It’s well worth the effort but it’s not a plug and play system it needs to be configured right. If you do take this time, which we did, then it’s immediately impactful. I believe the improved communication, clear goals and metrics are going to help us a lot.

Avantages :

Our team has really taken to NextOS, they have a lot more capabilities than compared to our old system and they’ve dived right in! It’s been great to see them figure out how to integrate the tool and make the most of the new functionality. We are very excited to see how this impacts our results in the coming weeks and months.

Inconvénients :

This is not a cheap tool. It’s probably a good idea to understand what your goals are first so that you’re not investing too much. I can imagine you need to have a certain scale of business first before this system really becomes useful.

DO NOT BUY

Commentaires : Its been like walking across the Mojave desert barefoot.

Avantages :

Nothing. not a single thing... it's all glitchy

Inconvénients :

The lack of flexibility, for example, I have 6 active users and 15 licenses, as of a year ago only 6 users are active and I can't downgrade to the actual amount of users (Overpaying) for the service, and the contract terms are abusive. Cannot miss mentioning their "customer care" group is just rude. When I delete and add another employee the process is bogus if I wanted that agent to have call recording, after assigning manually this feature, I have to call the contact center to get assistance from them to be able to actually listen to the calls on the "recorder" platform... Yes, it's a separate deal, and it's super buggy! Sometimes call forwarding works...Sometimes... Long ago we stopped having the capacity to download raw data from the platform to do our BI on the calls and review trends, we reported this to their IT team and no fix has been offered in months. The Price is too high compared to other market solutions that offer the exact same service with better Software and support.

Communication is Key

Commentaires : The Nextiva team were amazing to work with, they made sure we had just the system we needed, they took us through requirements, implementation and training to ensure we had what we needed. The team has been able to hit the ground running and we’re already seeing loads of positive outcomes. It’s a big turnaround from our old system.

Avantages :

Our team had been struggling with the old system for a while and now we’re with Nextiva we’re really well set up for the coming years. Not only that, we are also saving money!

Inconvénients :

Our set up was quite a complicated ordeal and it took a while for us to understand and then plan out what we needed. However, the Nextiva team were very helpful and worked through requirements with us so that was amazing.

CRM for any Professional

Commentaires : We found the entire process with Nextiva to be very effective and they fit well with the ethos of our organization, which is always to be customer centric. We felt they listened well and took care of all our concerns. I think they have a solid business model and I expect they’ll continue to excel in this arena for years to come.

Avantages :

The Nextiva CRM is making life much easier for our analysts. They are able to query the database without any technical support. It’s much more graphical and friendly which means they save time when developing reporting and presentations for senior leadership. It’s really just streamlined this whole side of the business.

Inconvénients :

There are very few downsides to technology that makes things more efficient… nothing really comes to mind.