Agent Workflow Search Analytics
Global search and drill-down on work items
Discover how Nextiva Contact Center enhances workitem search analytics, boosting efficiency and support quality for businesses. Explore solutions now.
Solve complex customer questions, faster.
Efficient Data Retrieval
Global search offers a universal method to quickly access essential data across the platform, reducing the need for multiple steps or clicks.
Enhanced Search Precision
Strong filtering capabilities enable supervisors to focus and narrow down searches, making it quicker and easier to locate specific transactions.
Data Privacy Protection
Security measures are integrated into the search functionality, ensuring personally identifiable information (PII) is redacted to maintain privacy.
Streamlined Feedback Process
Quality management (QM) surveys linked to each history search facilitate easier workflows for coaching and providing agent feedback.
Work smarter with better searches.
Data Security
Instant feedback
Quick Access
Data Security
Data security in contact centers is a top priority, ensuring that customer information is protected at all times. Nextiva’s advanced encryption methods safeguard data during transmission and storage, providing peace of mind for businesses and their clients. This level of security is vital for maintaining trust and ensuring a unified customer experience.
In addition to encryption, Nextiva employs multi-factor authentication (MFA) to add an extra layer of security. This requires users to provide two or more verification factors to gain access to the system, significantly reducing the risk of unauthorized access. It’s a straightforward yet effective way to enhance data security in contact centers.
By focusing on robust data security measures, Nextiva supports businesses in their efforts to protect sensitive information. This commitment to security is essential for companies looking to deliver a secure and unified customer experience. With these tools, contact centers can confidently handle customer data, knowing it’s well-protected.
Instant feedback
Instant feedback is a feature that stands out in Nextiva’s contact center software. It allows managers to give real-time feedback to their team members. This is especially useful during busy periods when quick adjustments can make a big difference in customer satisfaction. By using instant feedback, teams can adapt more swiftly to changing customer needs and expectations.
In the context of contact center operations, instant feedback helps in identifying and addressing issues as they happen. This immediate approach prevents small problems from becoming bigger ones. It also encourages a culture of continuous improvement among team members. They learn from each interaction, which in turn, enhances their performance over time.
Moreover, instant feedback in contact center software like Nextiva’s fosters better communication between managers and their teams. It opens up a direct line for constructive criticism and praise, making it easier to motivate and guide employees. This feature is not just about correcting mistakes; it’s also about recognizing good work and reinforcing positive behaviors in real-time.
Quick Access
Nextiva’s Quick Access feature streamlines operations for business and contact center providers, making it easier to manage communications. This tool allows users to swiftly find and connect with contacts, enhancing efficiency. By reducing the time spent searching for information, teams can focus more on customer service and less on administrative tasks.
For contact center providers, Quick Access is a game-changer. It simplifies the process of handling calls and messages. Agents can quickly access customer information, leading to more personalized and effective interactions. This not only improves customer satisfaction but also boosts the productivity of the team.
Incorporating Quick Access into daily operations helps businesses and contact center providers stay ahead. It ensures that critical information is just a few clicks away, facilitating better decision-making and faster response times. This feature is a testament to Nextiva’s commitment to improving communication solutions for businesses of all sizes.
Nextiva powers 1 million+ users and billions of interactions annually.
See how Nextiva can help your business deliver exceptional experiences as you engage, market, sell, and service.