Nextiva’s a giant identify among the many Buyer Expertise Administration (CXM) platforms, and for good motive. Based in 2006 through the dot-com increase, this Scottsdale, Arizona-based firm gives VoIP providers to over 1 million customers. Notable shoppers embody well-known manufacturers reminiscent of IKEA, DHL, and the YMCA.

Regardless of for those who’re a startup dealing with texts or a contact heart juggling 1000’s of calls, Nextiva’s received your again. They boast 99.999% uptime, so dropped calls are uncommon. Plus, their 24/7 US-based assist is a lifesaver whenever you’re caught.

From SMBs to massive enterprises, Nextiva caters to all with its versatile pricing plans, together with fundamental digital instruments, top-notch analytics, AI, and extra. If you’d like dependable communication with out the effort, Nextiva’s value a glance.

Small Enterprise: Digital

• Month-to-month: $25/month/consumer
• Yearly: $20/month/consumer
• Options: Aggressive monitoring, messaging apps, social media channels, evaluation administration, digital service assist desk, and extra.

Small Enterprise: Core

• Month-to-month: $36/month/consumer
• Yearly: $30/month/consumer
• Options: This plan consists of all of the Digital plan’s options, plus aggressive monitoring, messaging apps, social media channels, evaluation administration, digital service assist desk, and extra.

Small Enterprise: Have interaction

• Month-to-month: $50/month/consumer
• Yearly: $40/month/consumer
• Options: This plan consists of all of the Core plan’s options, plus customer-to-team SMS messaging, toll-free quantity and minutes, superior reporting, MS Groups integration, net chat by way of Dwell and bot, and extra.

Small Enterprise: Energy Suite

• Month-to-month: $75/month/consumer
• Yearly: $60/month/consumer
• Options: This plan consists of all of the Have interaction plan’s options, plus inbound gross sales and repair name heart, precedence and skills-based routing, unified workforce interface, supervisor dashboard, ACD callback, and extra.

Enterprise: Important

• Month-to-month: $129/month/agent
• Options: Highly effective inbound/outbound channels, full workflow engine for journey orchestration, best-in-class workflow automation and APIs, transcription and summarization, and customizable clever and skills-based routing.

Enterprise: Skilled

• Month-to-month: $159/month/agent
• Options: This plan consists of all of the Important plan’s options, plus full buyer journey context and historical past, omnichannel assist, superior AI bots to information journeys, real-time supervisor assist, safe cost agent help, and extra.

Enterprise: Premium

• Month-to-month: $199/month/agent
• Options: This plan consists of all of the Skilled plan’s options, plus full workforce administration (WFM), optimized workflows for interplay deflection, CX analytics for all enterprise features, and extra.

Even for those who’re a newly began startup trying to uplift the shopper expertise, there are a number of plans appropriate for various wants and budgets. Let’s evaluate the Nextiva pricing plans.

Small Enterprise Digital Plan: $25/consumer/month ($20/consumer/month yearly)

Finest For

Startups or eCommerce outlets with a restricted funds specializing in digital channels, not telephones.

Nextiva Digital Plan Options:

This entry-level plan is all about digital communication.

CX Channels

• Use social media instruments like WhatsApp, Instagram, Fb, and many others., for assist and promoting.
• Route emails to a single group inbox. Assign and prioritize duties with automated ticketing.
• Maximize social media to develop your enterprise. You may get two accounts on this plan.

Popularity Administration

• Monitor evaluations on Google Critiques, Yelp, and TripAdvisor.
• Set alerts on essential feedback to deal with them immediately.
• Preserve observe of your opponents’ exercise on social media.

Unified Digital Inbox

• One dashboard for straightforward monitoring to make knowledgeable selections.
• Get day-to-day operation stories for higher progress.
• Route all conversations to a single inbox, together with e mail, webchat, messengers, SMS, social media, and evaluation websites.

Buyer Assist

• Entry buyer assist day and night time by way of telephone, webchat, and e mail.
• Skilled implementations by the Service Supply workforce (requires extra price).

Safety

• Primary encryption and safe knowledge storage.
• Geo redundancy, SOC2 compliance, and ISO/IEC 27001 are used to make sure that buyer knowledge is secure.

Integrations

• Handle your social media presence on two totally different platforms.
• Route your Apple App Retailer and Google Play Retailer evaluations and reply to them from a single inbox.
• Monitor and reply to your eCommerce evaluations (Google Retailer, Amazon) from a single inbox.

Small Enterprise Core Plan: $36/consumer/month ($30/consumer/month yearly)

Finest For

Although the device is loaded with many beneficial options, among the finest ones are talked about beneath.

Voice Calling

Nextiva’s VoIP calls are exceptionally clear. Limitless calling inside the U.S. and Canada retains prices low. Auto attendants and name routines add an expert contact, and with 99.999% uptime, dropped calls are a factor of the previous.

Social Media Administration

Deal with Fb, WhatsApp, and different social media conversations from one inbox. You can even reply to DMs and feedback with out app-hopping. It is a time-saver for busy groups and retains clients completely satisfied throughout platforms.

Popularity Administration

Monitor Google and Yelp evaluations in a single spot. Reply to suggestions quick and ship evaluation requests by way of SMS. That is a simple technique to enhance your on-line presence.

Crew Collaboration And Productiveness Instruments

Crew chat, video calls, and file sharing hold everybody looped in. You can even combine with Microsoft Groups to chop e mail muddle. It is a possibility to work smarter, wherever your crew is.

The plethora of useful options undoubtedly brings some nice advantages. However since nothing’s excellent, Nextiva has some cons as nicely. Here is a fast take a look at them.

Professionals

24/7 Assist

Establishing and configuring Nextiva might require some technical know-how. Getting caught anyplace within the course of can disrupt your operations and damage productiveness. Nonetheless, the platform’s 24/7 assist saves the day right here. Join with them anytime, and specialists will present an answer to your drawback.

Person-Pleasant Interface

The platform gives many options for large-scale enterprises. Here is a Nextiva price comparability and options.

Enterprise Important Plan (From $129/agent/month)

Finest For

Massive contact facilities that want stable communication instruments on a funds.

Nextiva Enterprise Important Plan Options:

CX Channels

• Single channel (voice or digital) for buyer communication.

Buyer Journey Administration

• IVR assist, enhanced routing, and voice bot-to-agent hand-off for a simple buyer journey.
• Drag-and-drop interface to avoid wasting time on advanced duties.

Advertising and marketing Instruments

• Quarterback, progressive, predictive dialing.
• Checklist and marketing campaign administration and course of automation.
• AI for taking name notes.

Analytics And Reporting

• Voice and digital buyer surveys.
• Actual-time dashboards and reporting.

Enterprise Skilled Plan (From $159/agent/month)

Finest For

Companies that need omnichannel assist and tighter management.

Consists of all Important options plus:

CX Channels

• Omnichannel communication with voice, SMS, chat, e mail, social, messaging, and webform assist.

Efficiency Monitoring And QM

• Actual-time supervisor assist to observe each voice and digital interactions.
• Single-screen recording and superior bots.

Buyer Journey Administration

• Full buyer journey historical past to cut back time-to-resolution.

Safety

• Safe cost agent help (PCI-DSS) with a built-in AI bot.
• Geographic catastrophe restoration.

Enterprise Premium Plan (From $199/agent/month)

Finest For

Enterprises that want superior analytics and workforce effectivity.

Consists of all Skilled options plus:

WFM

Superior CX Analytics

• Wealthy analytics dashboards providing in-depth evaluation of brokers, campaigns, and queues.
• Integration with BI instruments for superior analytics.

Nextiva’s enterprise instruments are constructed to deal with massive operations. Let’s have a look at what makes them shine.

Nextiva AI

Nextiva AI is your clever assistant that transcribes calls, understands buyer feelings, and identifies high-priority leads. It will probably automate name routing and follow-ups that will help you save time. For these juggling a number of tasks and trying to improve effectivity, Nextiva AI is a helpful device.

Outbound Auto-Dialing

Auto-dialers deal with outbound calling effectively. With predictive mode, they will dial a number of numbers without delay and solely connect with dwell solutions, so your workforce can deal with actual conversations. Plus, the progressive and preview choices give brokers an opportunity to prepare for these private contact calls. It is really a game-changer for gross sales groups.

Conversational Analytics

Conversational analytics digs into each chat, name, and textual content. AI spots developments, sentiment, and agent efficiency. Actual-time dashboards aid you tweak scripts or enhance satisfaction.

Nextiva WEM

Nextiva’s Workforce Engagement Administration retains groups environment friendly. It schedules brokers, displays calls in actual time, and gamifies efficiency by way of leaderboards. Its high quality scoring and surveys assure glorious service, too. It is important for giant groups.

Together with the pricing plan’s benefits come some disadvantages. Let’s have a look at them.

Professionals

Dealing with Primary Duties

The built-in AI does the fundamental job nicely, and it may deal with duties like name evaluation, predictive analytics, and extra.

Easy Interface

The drag-and-drop interface makes advanced duties simpler and saves time.

Central Hub

It gives one central level for all buyer communication. This eliminates silos and improves personalization.

Importing And Exporting Knowledge

REST APIs make getting knowledge out and in of the platform simple.

Cons

Value

This Nextiva pricing plan may be steeper for low-budget corporations regardless of being versatile.

Analytics Limitations

Superior CX Analytics are restricted to the flagship plan.

Prolonged Implementation Course of

Right implementation might take some time for giant groups.

Add-On Prices

AI transcriptions price exterior the plan primarily based on utilization, which may ultimately improve Nextiva’s price.

Selecting between Nextiva’s small enterprise and enterprise plans depends upon your workforce’s measurement and desires. Beginning at $20/month, small enterprise plans are excellent for startups or groups underneath 50. They provide voice, SMS, and social media instruments with simple setup. Now, for those who want superior AI or analytics, then Enterprise plans, from $129/month, are excellent for giant contact facilities. They embody auto-dialers, workforce administration, and deep CX insights. Briefly, small companies get affordability and ease; enterprises get energy and scale. Choose a pricing plan aimed for small companies in order for you fast outcomes, and a plan for enterprises for those who deal with high-volume, advanced operations. Earlier than deciding, examine your progress objectives.

Let’s deal with some frequent questions round Nextiva to know the device higher.