Call Center Solutions
Take more customer calls with fewer agents. Run your call center in the cloud today.
VoIP Call Center Solutions Pricing
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.
Built for any business at any stage. Including yours.
The US customer experience
Decisions-Makers guide 2020 – 2023
- How your CX performance benchmarks compare to your competitors.
- Which technologies have the greatest positive impact on CX.
- The most useful CX measurements and benchmarks.
- How automation affects the customer experience.
What is a VoIP Call Center?
VoIP call center phone systems are designed to handle higher call volumes than a typical inbound call center. A VoIP call center solution is vastly different compared to a PBX phone service.
Virtual call centers use VoIP and is run entirely over the internet. You can automate multichannel customer support and self-service options with a VoIP call center system.
VoIP Call Center Features To Match
Your Business Needs
Response (IVR)
Recording
Distribution (ACD)
Phone Numbers
Routing
Reporting
Answer more calls with
VoIP Call Center
Just Need VoIP Phone Service?
We Got That, Too.
Enterprise-Grade Mobility
Nextiva VoIP systems empowers you to do business remotely or from the road. The NextivaONE App enables complete and secure mobility for your business.
Security & Reliability
Designed for Enterprises
With eight point of presence, carrier-grade data centers, and 99.999% uptime, you’ll never miss a beat with your customers. We built one of the world’s most reliable enterprise-ready voice networks.
Actionable Voice & Business Analytics
Uncover valuable insights you can act on regarding company call activities, real-time performance, and measure business outcomes. Customize dashboards and wallboards to drive performance across every aspect of the organization.
Your Enterprise Communications Partner
Nextiva’s award-winning customer service has earned us #1 ratings from Gartner, Frost & Sullivan, and other VoIP industry experts. Get 24/7 access to customer support and take advantage of our Professional Services add-ons to get hands-on consultation of your communications needs.
Track & analyze your entire pipeline for valuable hidden business insights
Track the entire customer journey. From lead to end of lifecycle. Every interaction along the way is tracked and analyzed.
Why Nextiva
Cloud Call Center?
eBook: The US Customer Experience
Decision-Makers’ Guide 2022-23
VoIP Call Center FAQs
How much does a VoIP call center cost?
Nextiva’s VoIP-based call center starts at $50 per month/user and does not require any upfront hardware costs.
For more advanced call center functionality built for the enterprise, you can expect to pay around $100 to $150 every month.
Nextiva’s VoIP solutions don’t charge a setup or activation fee. It’s one of the most cost-effective contact center solutions for your small business.
How many calls can the Nextiva call center handle?
With Nextiva, you can handle 525 calls in queue. The advantage of using Nextiva for your company’s call center software solution is that it runs in the cloud and can answer as many inbound calls as you need. Call center agents can be located in an office, or even from the convenience of their home.
Nextiva’s call center is so powerful, we rely on it ourselves!
Does my company need a call center?
There are a few primary reasons why companies use an outbound call center. Most importantly, a cloud contact center lets you hold a customer’s call without sending them to a voicemail.
Second, it enables the company to improve customer satisfaction using call queues and auto attendants.
Third, call center technology lets you scale your softphone requirements as you grow.
How do I set up a VoIP call center?
It’s easy to set up your VoIP call center with Nextiva. Every account receives guided help and assistance to activate their cloud-based business communications tool.
Additional customer relationship managers are available for more hands-on implementations.
How does a VoIP call center work?
A VoIP call center completes calls over the internet using Session Initiation Protocol (SIP) to digitize calls. Nextiva’s business phone system routes specific call queues to the right agents.
Until an agent connects to a caller, inbound callers hear music, announcements, or other helpful messages from the company.
A VoIP call center only requires an internet connection and software installed on a computer alongside an optional VoIP desk phone.
What are the top VoIP call center features?
Nextiva has features to help agents serve callers, supervisors manage their teams, and business leaders to focus on customer experience.
Popular contact center software features include:
- Call Monitoring
- Call Disposition
- Agent Availability
- Built-in Reporting
- Supervisor Dashboards
- Live Call Status
- Intuitive software-based CTI
- Queue Whisper Announcements
What is the difference between a call center and a contact center?
The main difference between a call center and a contact center is that a call center only handles voice communication, while a contact center is an omnichannel solution that connects agents with customers on channels like chat, SMS, email, and support tickets, not just via voice. For a more detailed breakdown, visit our blog article about contact centers vs call centers.
How does video conferencing work? What is a cloud solution for a call center?
A call center cloud solution uses the internet to handle all inbound and outbound calls. This gives you and your team the flexibility to handle all customer requests from anywhere. It’s a very effective and cost-efficient solution for businesses since it uses Voice over Internet Protocol (VoIP) technology that doesn’t need any physical hardware.
What type of call center software is best for my business?
Here are a few types of call center software options you can choose from for your business:
- On-premises call centers make and receive calls on-site and are installed, maintained and operated by your team.
- Hosted call centers are installed and more importantly hosted by your software company, in this case Nextiva. You’ll just pay a monthly fee to use the software to have internet connection for your inbound and outbound calls.
- A cloud call center system, also known as virtual call center software, is hosted on the cloud by the software company, like Nextiva for example. You’ll have access to answer requests on any internet-connected device.
Introduction to
call centers
A call center handles voice communication only to handle requests from customers or leads. Call centers tend to be commonly used by companies that handle a large daily number of outbound calls. Telemarketers, debt collectors and political campaign businesses are examples of users for call centers.
A call center solution might be the right solution for your business if your team mainly handles voice requests instead of another channel like email or chat.
Top features of a call center
It is crucial that every customer interaction is the perfect experience. Therefore, finding the right solutions for your business is important. Here are the top features you should look for in a call center software:
- CRM software integration
- Connect insights from your sales and customer support teams by integrating with your existing CRM
- Interactive Voice Responses (IVR)
- Have the option to route calls by having customers interact with a computer while they are connected to an agent.
- Automatic Call Distribution
- The system will collect information from your customer to route it to the right agent based on their needs. It’s a seamless process where the user won’t have to click a number for a specific request, the system will automatically route it to the right department based on the information you have about the caller.
- Call recording
- To ensure good customer experience, a call center software allows you to record and save your inbound calls for a certain amount of time. At Nextiva, you’ll have the option to store them for up to six months
- Call queue
- As your business continues to grow, have the option to queue incoming calls so they don’t go to voicemail. You’ll have an automated greeter inform your clients that the call has been queued and give them an estimated wait time
Top benefits for a business to have a call center
- Improve customer experiance : Whenever your customers reach out with any issue or request in a timely manner and with the proper team support.
- Boost productivity : Having the right software can not only help customers receive what they need, but helps your agents have the right resources like ticket support, appointment setting, etc., to handle those requests.
- Increase sales and leads : Having a tool that has the right information on each of your prospective clients like past conversations, sentiment analysis or survey results
Shelby American loves Nextiva,
you will too.
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