Agent Tooling
CRM Field Mapping and Synchronization
Discover how Nextiva Contact Center’s efficient CRM mapping and synchronization solutions can streamline your business operations.
Sync your CRM with your contact center.
Customizable CRM Interface
The Nextiva CX platform features a powerful and adaptable built-in CRM. Administrators can tailor the interface by adding fields, adjusting access controls, and customizing layouts to shorten learning curves.
Seamless Data Integration
A field picker tool facilitates mapping between the native CRM and external systems, streamlining the interface for agents and eliminating the need to manually transfer data.
Dynamic Data Synchronization
Dynamic scripting capabilities allow for the automatic updating of third-party systems based on data entered into agent-facing surveys, ensuring that all systems stay synchronized.
Dynamic Data Synchronization
Dynamic scripting capabilities allow for the automatic updating of third-party systems based on data entered into agent-facing surveys, ensuring that all systems stay synchronized.
Reduce errors with data integrations.
Agent efficiency
Data management
Faster resolutions
Agent efficiency
Agent efficiency is a key factor in the success of contact centers. Nextiva’s features are designed to boost this efficiency by providing tools that streamline communication and simplify tasks. For example, the unified customer experience platform integrates various communication channels into one interface. This means agents can manage emails, phone calls, and live chats without switching between different applications. The result is a smoother workflow and quicker response times to customer inquiries.
Improving agent efficiency also involves giving them access to customer information in a seamless manner. With Nextiva, when a customer contacts the center, the agent immediately sees a comprehensive view of the customer’s previous interactions across all channels. This context allows agents to provide personalized and informed responses, enhancing the customer’s experience and reducing the time spent per interaction.
Furthermore, Nextiva’s analytics tools play a crucial role in enhancing agent efficiency within contact centers. These tools offer insights into call volumes, agent performance, and customer satisfaction levels. Managers can use this data to make informed decisions about staffing, training, and process improvements. By understanding trends and identifying areas for improvement, contact centers can continuously optimize their operations for better efficiency and a unified customer experience.
Data management
Data management in contact center software plays a pivotal role in streamlining operations and enhancing customer service. Nextiva’s platform offers robust tools that allow businesses to collect, analyze, and utilize data effectively. This capability ensures that every customer interaction is informed by the latest information, leading to more personalized and efficient service.
With Nextiva’s data management features, contact center operators can easily access customer history, preferences, and previous interactions. This access enables agents to provide a seamless experience, reducing the need for customers to repeat information. It also helps in identifying trends and patterns, which can inform business strategies and improve overall service quality.
Furthermore, Nextiva’s contact center software integrates with various data sources, ensuring that all relevant information is available in one place. This integration simplifies the process of managing data across different platforms, making it easier for businesses to make informed decisions quickly. By leveraging these data management capabilities, companies can enhance their customer service, leading to increased satisfaction and loyalty.
Faster resolutions
Faster resolutions are key for any contact center provider aiming to improve customer satisfaction. Nextiva’s features enable agents to quickly access customer information, reducing the time spent searching for data. This capability ensures that agents can address customer issues more efficiently, leading to faster resolutions.
With Nextiva, contact center operators have tools at their disposal that streamline communication. Features like call routing and interactive voice response (IVR) systems direct customers to the appropriate agent without delay. This setup not only speeds up the resolution process but also enhances the overall customer experience by minimizing wait times.
Additionally, Nextiva’s analytics tools play a crucial role in achieving faster resolutions. By analyzing call data, contact center providers can identify common issues and trends. This insight allows for the optimization of response strategies, ensuring that agents are better prepared to handle customer inquiries swiftly and effectively.
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.