Analytics
Your conversations. Our analytics. Real insights.
Deliver meaningful insights in real time from all your customer conversations.
Track every interaction
Turn Real-Time Insights from every Conversation to Results you can measure
Boost sales & measure insights
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Lower Operating Costs
Identify and reduce key expenses and operational efficiencies in your contact center.a
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Reduce Customer Churn and Turnover
Identify and remove causes of customer friction. Identify and address the root causes of customer dissatisfaction.
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Boost Sales
Learn from top sellers to maximize closing rates. Transform every conversation into a learning opportunity for customer-facing teams.
Nextiva’s platform analyzed
10 million interactions in 2023
Why Nextiva Analytics
Unlock the power of conversations.
Say goodbye to siloes.
No data integrations required
Eliminate the need and frustration of collecting customer interaction data across multiple platforms. We beautifully unite all conversation data for you, since you are already using Nextiva.
Prebuilt reports
Nextiva Analytics and reports are customizable, yet we provide many out-of-the-box reports to help businesses deliver better business outcomes.
Easy to use & deploy
No need for a data science degree. Give everyone from data admins, business operators to agents the power to create custom reports with minimal learning.
Activity
View,
Analyze,
Act
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Monitor All Conversations in a Single Place
View all customer conversations on a single platform and bring an end to a distorted and fragmented view of the customer.
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Understand customer behavior in real-time
Get a holistic picture of every customer experience at individual level and surface critical and actionable business insights.
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Improve and grow your business based on real time insight
Ensures a deep understanding of your customers’ true needs based on sentiment, effort, emotion, and intent.
Keep a pulse on your business
Deep insights
Extracts valuable information from previous interactions, revealing buyer sentiments and needs. This enables teams to tailor their outreach and adjust strategies for each unique prospect more effectively.
Data-Driven Decision Making
Replace intuition with data. Getting real data that can help inform more accurate learnings about successful and failed deals and the reason a customer chooses to go with a competitor can be challenging.
Proactive Selling and Support
Enable sales and support teams to anticipate customer needs, often before they are explicitly expressed. This proactive approach allows sales and support teams to preemptively tackle potential concerns, making the support sales process more efficient.
Continuous learning
By identifying areas of improvement, reps become more effective throughout the various stages of the sales and support cycle .With data at their fingertips on what has worked in the past — for them and for other reps as well — they can quickly upskill and grow.
Templated analytics & reports designed with you in mind
Sales
Sentiment Analysis
Identifying and categorizing opinions expressed in conversation data to determine customer attitudes.
Sales
Trend Analysis
Tracking conversation topics over time to identify emerging trends and customer interests.
Service
Keyword Analysis
Extracting key terms and phrases to understand common topics or concerns.
Service
Emotion Detection
Assessing the emotional tone behind customer conversations to gauge satisfaction and engagement.
Marketing
Intent Recognition
Understanding the intent behind customer inquiries to improve response strategies.
Sales
Case Studies/Testimonials Section
Featuring stories and quotes from businesses that have successfully used conversational analysis to drive growth.
Sales
Call to Action
Encouraging visitors to sign up for a demo or contact for more information.
Service
Custom Admin Reports
Build custom reports with no code required within minutes.
Sales
Customer Reports for everyone
Give the power of custom reporting to sales and support teams members and teams.
How it works
About Nextiva Analytics
Conversational intelligence employs machine learning and AI to analyze voice and digital data to capture sentiment analysis, along with emotional intent. It enables businesses to identify patterns, predicts buyer needs, and it provides recommendations to enhance the effectiveness of customer interactions.
Nextiva Analytics in action
Track sentiment
Identify key issues, discover trending topics and automatically route cases to the right employees to drive positive customer sentiment.
Performance coaching
Take lessons learned from previous cases and embed new strategies that create consistent, positive interactions with your team.
Discover upsell/cross-sell opportunities
Identify when customers are looking for additional products or services and provide personalized recommendations in real-time to drive revenue expansion opportunities.
Agent performance management
Evaluate each agent and their conversations. Identify patterns in behavior and use data to help them improve case management and resolution success rates.
Pitch more effectively
Keep a pulse on your customers interests and identify consumer trends that your team can use in marketing and sales to improve conversion rates.
Improve CSAT
Use top contact drivers and reasons for dissatisfaction as data points for product, service and support improvements. Resolve issues faster and proactively improve your customers satisfaction.
Increase customer spend
Happy customers become loyal customers who are likely to spend more with your business. Use conversational insights to drive more repeat business.
Decrease churn
Uncover reasons for dissatisfaction and improve first contact resolutions with intelligent, data-driven talking points. Keep satisfied customers happy and save at-risk customers with greater success.
Track sentiment
Track sentiment
Identify key issues, discover trending topics and automatically route cases to the right employees to drive positive customer sentiment.
Performance coaching
Performance coaching
Take lessons learned from previous cases and embed new strategies that create consistent, positive interactions with your team.
Discover upsell/cross-sell opportunities
Discover upsell/cross-sell opportunities
Identify when customers are looking for additional products or services and provide personalized recommendations in real-time to drive revenue expansion opportunities.
Agent performance management
Agent performance management
Evaluate each agent and their conversations. Identify patterns in behavior and use data to help them improve case management and resolution success rates.
Pitch more effectively
Pitch more effectively
Keep a pulse on your customers interests and identify consumer trends that your team can use in marketing and sales to improve conversion rates.
Improve CSAT
Improve CSAT
Use top contact drivers and reasons for dissatisfaction as data points for product, service and support improvements. Resolve issues faster and proactively improve your customers satisfaction.
Increase customer spend
Increase customer spend
Happy customers become loyal customers who are likely to spend more with your business. Use conversational insights to drive more repeat business.
Decrease churn
Decrease churn
Uncover reasons for dissatisfaction and improve first contact resolutions with intelligent, data-driven talking points. Keep satisfied customers happy and save at-risk customers with greater success.
