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Customer Conversations Suite

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Voice Analytics

View. Analyze. Act.

Nextiva Analytics provides insights to make better,
faster business decisions.

Remove siloes, and put your data to work.

Improve your services, reduce churn, and proactively
fix issues ahead of time.

Make Better Decisions

Get conversational insights in real
time to maximize outcomes.

Call Reporting

Call reporting. Actionable insights
for the whole business.

Monitor performance in real-time.

Display dynamic, real-time information with customized Wallboards.

Analyze trends to discover opportunities.

View, compare, and act on trends between time periods, employees,
locations, and marketing campaigns.

Inbound

84.9% better coaching

Test Team

166 Calls

.

.

New Team

25 Calls

Outbound

87.6% better coaching

Test Team

298 Calls

.

.

New Team

37 Calls

Total

86.6% better coaching

Test Team

464 Calls

.

.

New Team

62 Calls

Amazing Numbers

Gamify your team’s performance.

Improve employee engagement (big time): Companies using
gamification can increase engagement by up to 48%.

1st

Samantha Backlot

Number of calls

5,000

2nd

John Carter

Number of calls

4,900

3rd

Gabriel Suarez

Number of calls

4,850

Make every call count. Access call recordings directly from reports. Listen to, analyze, take notes on, and share call recordings.

Customize reports & dashboards.

Customize dashboards to see the reports you care about on one screen.

50,000+

Monthly reviews

98%

Faster response time

550+

Bakery Locations

Read the case study →

$20B

Annual Revenue

19M+

Customer Connections

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3.54M+

Fans

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60%

Faster resolutions

Read the case study →

Ready to make business
conversations better?

Let’s talk business

Frequently Asked Questions

What is Nextiva Voice Analytics?

Nextiva Voice Analytics is an add-on service that offers a range of features, including dashboards, wallboards, gamification, and call reporting tools. You’ll also have access to real-time interactive maps and graphics that allow you to quickly drill down on the data you need or get a real-time overview of call activity across your entire organization.

How does Nextiva Voice Analytics work?

With Nextiva Voice Analytics, you gain complete visibility into your call data and employee activity, historically and in real-time. Track the number of calls, including missed calls, identify top performers, monitor call volume, and gain insights into much more.

What are call metrics?

Call metrics include call volume by time of day, calls answered, missed, and abandoned, calls by location, person, call volume tied to a specific campaign, length of call, and more.

What do you mean by custom reports?

Nextiva Voice Analytics offers you the flexibility to use pre-configured templates or create custom reports that match your specific business requirements. You can choose the desired call data, time range, and format to display the selected data. Additionally, you can schedule the reports to run regularly, and they will be automatically distributed via email. You can also use reports to create custom dashboards to monitor and analyze call data effectively. Nextiva Analytics does not support bringing in data from external sources.

Is there a limit to the time period for which I can collect reports?

Nextiva Voice Analytics allows you to report on all the historical data from the start of your service.

What is the difference between Basic and Voice Analytics?

Base analytics is included in all phone packages and is limited to only 90 days of data. Call history is basic info only, and includes call log reports. Voice Analytics is an add-on package that allows you to see even further insights into your business such as, report and analyze data from inception of your account, advanced features for actionable insights across the business, and helps managers optimize process and run the business efficiently.

How long of a time period can I gather reports on?

Basic analytics allows you to report on 90 days of data, and Voice analytics allows you to report on all the historical data from the start of your service.

Can I schedule reports to automatically send to certain people?

Absolutely! Create custom reports, and scheduling them to run and send via email automatically.

Unify all your conversations with one customer experience management platform

Let us make customer experience easier for you–including calls, video, contact center, and brand management.

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