Digital
True end-to-end omnichannel platform for sales and customer service
Connect with customers where they are & when they want
Connect with customers on their preferred channels anywhere and anytime
Streamline customer journeys
Connect with customers to solve their problems the first time
Meet on the customer’s preferred channel
Contextual Insights
Seamless Channel Switch
AI-Enhanced Agent Empowerment
Empower agents with AI powered capabilities resulting in reduced response time and increased customer satisfaction
Intelligent Routing
Agent Assist
Conversational AI
Conversation History
Quick, convenient customer conversations.
Chat
Interact with customers through live chat directly on your website. Nextiva Chat enables you to address customer needs with greater efficiency. To streamline conversations, Nextiva seamlessly incorporates Intelligent Virtual Agents into chats before they are routed to team members.
Although chat deflection may occur as a result, our primary objective is to promptly provide customers with the answers and assistance they require.
SMS inbound and outbound
To ensure efficient and effective customer conversations, Nextiva supports:
1. Outbound SMS: Reach customers through personalized one-to-one messaging and automated outbound campaigns at scale.
2. Inbound SMS Routing: Utilize Nextiva’s skills-based routing to promptly direct messages to the appropriate Agent.
3. SMS Automation: Nextiva offers a range of automation features, including simple automated responders, visual IVR functions, and Intelligent Virtual Agents. Proactive outbound SMS capabilities allow for notifications regarding appointments, bills, service changes due to weather, and more.
4. SMS ‘Sidecar’ for Voice Call Enhancement: Augment ongoing voice calls with automated SMS messages. Engage customers during wait times with updates, hyperlinks for automated payments or support ticket creation, providing a ‘second chance’ for deflection. Additionally, leverage this feature for two-factor authentication, automating account verifications before connecting with an Agent.
Nextiva’s built-in email functionality connects with all modern enterprise-grade email servers including SendGrid.
Our AI analyzes both headers and body text and intelligently routes it to the right place. Your Agents can respond to emails on behalf of your company.
Social and messaging
Nextiva seamlessly integrates with Twitter and Facebook direct messages and page comments, and WhatsApp for both template and session messaging.
Social tasks are displayed on the Agent’s screen within Nextiva’s unified interface, alongside chat, email, and SMS. This streamlined approach enables Agents to efficiently manage multiple platforms simultaneously.
Scripting
Nextiva makes your Agent’s job easier with customizable scripting to guide their work on any channel they help customers on — voice, chat, SMS, email, or even social media campaigns.
Chatbots
Nextiva’s drag-and-drop Workflow Engine makes it easy to create straightforward bots without code. Easily automate common interactions with SMS, chat or messaging apps. Nextiva’s drag-and-drop Workflow Engine makes it easy to create straightforward bots without code. Easily automate common interactions with SMS, chat or messaging apps.
For more sophisticated automation involving data queries and intricate rule sets, Nextiva offers robust, Intelligent Virtual Agents.
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Nextiva customers realize
value and results quickly.
21M+
Customers
40%
Cost Reduction
I have nothing but praise. The best experiences I’ve had in IT have been with Nextiva.
Chris Hayes
IT Director, Conan