The right cloud call center can go a long way.
And, that’s Nextiva. Give your agents reliable, virtual access and your customers unmatched service.
What is a cloud call center?
A cloud call center distributes inbound and outbound calls entirely over the internet. Call center agents can talk with customers and leads from any location — even from home. Any company can set up a cloud call center since it requires no physical hardware. Lower your costs with the power of Voice over Internet Protocol (VoIP) technology.
How does it work?
Unlike traditional call centers that use physical equipment like desk phones and servers, a cloud call center solution uses an internet connection to make and receive calls. Once your agents are signed up on a cloud-based provider like Nextiva, they may use any internet-connected device for customer interactions.
Who is it for?
A cloud call center limits conversations to just voice communication while a contact center handles several digital channels including live chat, email, support tickets, SMS/text messages, and phone calls. If you’re looking to scale phone-based communications, then a VoIP call center might fulfill your needs over an omnichannel contact center solution.
Contact center vs. call center
Are you a large business with hundreds of agents?
If you want to route support tickets and calls based on communication channels, lead information or other CRM-related attributes, a contact center platform is the way to go. Ensure five-star customer service across all channels.
Do your customers mostly reach you over calls?
Let’s say 85% of customers contact you by phone versus just 15% via email. Here, a call center phone system can offer you real-time call analytics, remote functionality for virtual teams, and reliable VoIP telephony.
Cloud call center: Plans & pricing
For small teams
Connect and engage with customers on digital, voice, video, and SMS. Never miss an interaction with AI-powered voicemail transcription. Empower all workers with desktop, mobile, and browser-based apps for customer conversations, collaboration, and contact management.
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Everything in Digital, plus:
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Inbound & Outbound VoiceConnect with customers and your team using award-winning, reliable voice conversations within the U.S. and CA*. Get a new number or bring over your existing number for free.
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Business SMS
Send and receive SMS text messages from your business phone number using the desktop and mobile app.
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Video meetings
Collaborate face-to-face with video meetings. Engage in sidebar chats and record for future reference.
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Screenshare & file share
Get on the same page by sharing your screen during a video call or exchanging key files.
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Call routing
Ensure all calls are professionally answered and properly routed using a virtual receptionist recording that directs callers to, for instance, “press one for Sales and two for Service.”
For growing teams
Deliver exceptional omnichannel customer experiences across channels such as live chat, chatbots, and team messaging. Integrate Nextiva voice into MS Teams and gain insights with advanced reporting.
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Everything in Core, plus:
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Customer-to-team SMS Messaging
Enable customers to reach your entire team via a shared SMS inbox, allowing multiple team members to access messages, respond promptly, and deliver faster resolutions.
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Toll-free number & minutes
Give your business a professional edge by offering a universal, non-local, toll-free number.
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Advanced reporting
Move your business forward with insight gained from data found within your voice analytics.
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MS Teams integration
Ensure a premium voice calling experience by integrating Nextiva’s reliable and clear voice solution into your Microsoft Teams workflow.
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Web chat: Live & bot
Offer 24/7 support and efficiently manage responses to FAQs with web chatbot automation. Start with automated prompts to gather essential information, then seamlessly transition to a live-agent interaction.
For sales & service teams
Everything a small business needs to run a successful sales and service organization and operate like a Fortune 500 company—Including on-hold customer experience customization and a platform built to support a high volume of calls.
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Everything in Engage, plus:
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Inbound sales and service call center
Manage high-volume inbound calls and use touch tone prompts to route calls to best-fit agents.
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Priority and skills-based routing
Route callers to best-fit agents based on demographics, language, affinity, hard skills, etc.
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Unified team interface
Increase efficiency and collaboration by connecting agents and supervisors in a single interface.
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Supervisor dashboard*
Focus on what metrics matter most with a customizable real-time dashboard for supervisors.
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ACD callback*
Save your customers time and preserve experience during peak hours by allowing callers to request a call back when they reach the front of the queue.
Per Agent/Per Month Pricing
Usage-based pricing
Concurrent pricing
Per Agent/Per Month Pricing
Per Agent/Per Month Pricing
Usage-based pricing
Concurrent pricing
Currency
USD
USD
EUR
GBP
CAD
Essential
Powerful inbound and outbound contact center capabilities for one channel (voice or digital), with customer journey orchestration, automations, customizable intelligent and skills-based routing, unified customer context, and lite CRM.
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Powerful inbound / outbound channels
Maximize productivity by incorporating both inbound and outbound calls to agents’ workflow.
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Full workflow engine for journey orchestration
Build a complete customer journey with drag-and-drop ease. Incorporate IVR, enhanced routing, voice bot-to agent hand-off for a blended AI and human experience.
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Best-in-class workflow automations and APIs
Intelligently automate processes using drag-and-drop interface to accomplish tasks such as bot to agent handoff or prompting agents to collect key information and saving to third-party CRM.
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Transcription and summarization
Increase productivity when AI takes call notes for you in real time and creates an automatic summary of the conversation.
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Customizable intelligent and skills-based routing
Improve first-call resolution by routing callers to best-fit agents equipped to handle interactions specific to area of expertise, language, or demographic.
Professional
Delight customers with every interaction on the channel of their choice. Optimize agent performance and quality management with enhanced supervisor support.
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Full customer journey context & history
Increase customer satisfaction and decrease time-to-resolution by having the full customer history at your fingertips. Collect key information, syncing data across third-party apps, and surface cross-channel interaction history.
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Omnichannel (voice, sms, chat, email, social, messaging, webform)
Connect on channels customers prefer, creating a journey that incorporates touchpoints across multiple channels, such as chatbot to agent to texted survey and followup email.
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Advanced Al bots to guide journeys
Reduce agent workload and increase productivity and consistency by building a journey incorporating AI-based touchpoints.
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Real-time supervisor support
Improve agent performance and training opportunities by empowering supervisors to monitor both voice and digital interactions, providing instant feedback to agents.
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Secure payment agent assist (PCI-DSS)
Built right in, an AI bot ensures PCI-compliant transactions where agents neither see nor hear credit card information.
Premium
Orchestrate every interaction for amazing experiences. Gain insights into every customer touchpoint, and understand and act on larger trends affecting your operations. Discover transformational patterns to accelerate your business, further delight customers, and create new efficiencies.
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Full workforce management (WFM)
Ensure you’re properly staffed by surfacing and analyzing historical data such as volume, wait time, and more.
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Optimized workflows for interaction deflection
Reduce wait time and let callers choose how they’d like to interact by offering those in queue options like hanging up and getting a call back or offering resolution via SMS.
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CX analytics for all business functions
Learn and grow faster with rich analytics dashboards providing drilldowns covering deep analysis of agents, campaigns, and queues.
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Multiscreen recording
Similar to single screen recording, multi screen recording allows 2 screens to be recorded.
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Having your head(set) in the clouds is a good thing
Especially when you’re running a business
When your staff can skip the commute and you can manage everything from routing to productivity from your screen, things start looking up.
A cloud call center opens up opportunities for expanded employment pools, quick scalability, and real-time reporting — all of which help drive smart growth and real profits.
A cloud call center is one that has its technology hosted in the cloud by a third-party vendor. These call centers consist of customer service or sales representatives handling inbound and outbound calls via VoIP (voice over internet protocol). By utilizing cloud-based technology, these agents can work from home, work hybrid, or take calls from anywhere with internet connection.
Why are these companies switching to cloud call centers? For one, you could potentially save up to 70% in operation costs by cutting salaries to manage the physical equipment. A standard call center has overhead expenses such as real estate expenses, higher overhead costs, and higher turnover rates as compared to cloud call centers where agents can be more flexible in work location.
Cloud call centers allow you to drastically reduce costs in the following ways:
- Minimize office real estate expenses since you don’t need server space
- Expand your team with work-from-home staff
- Avoid expensive areas and hire top talent from anywhere
- Lower add-on expenses when you grow and scale your business
- Increase retention due to higher agent satisfaction
A cloud call center solution can also positively improve your customer experience. A study by Oracle shows that 86% of consumers will pay more for a better experience – proof you should invest in efforts to improve your customer experience. A cloud call center is a simple way to invest in improving your customer experience. Here’s how.
You can use automatic call routing to create call queues that send customers to agents who are skilled in handling their type of request. You can improve customer experience by having an agent always available via the routing features and on-the-go capabilities. A cloud call center will also give you access to call analytics and data that can show the complete customer journey and where you might need to make adjustments to improve the customer experience.