Agent Tooling
CTI Widget and CRM integrations (surveys, SMS, predictive, widgets)
Improve your inbound and outbound call center operations with Nextiva Contact Center’s CTI & CRM integrations. Boost automation and trust in CCaaS.
Turn calls into connections.
Flexible CRM Licensing
A two-tiered CRM system allows for cost savings by allocating full licenses only to certain agents, potentially saving $75 to $100 per agent per month.
Enhanced CRM Productivity
Nextiva CTI widgets integrate dynamic scripting into standard CRM environments, boosting agent productivity and accuracy.
Custom CRM Integration
Nextiva CRM’s adaptability to custom objects and links solves the frequent copy-paste issues found in lighter integrations.
Clear Customer Identification
Synchronizing unique CRM IDs with telephone numbers minimizes confusion, improving agents’ ability to identify customers.
Scale your team with smart tech.
Cost efficiency
Efficiency improvement
Faster service
Cost efficiency
Cost efficiency in contact centers is a key factor for businesses aiming to optimize their operations while maintaining a high level of service. Nextiva’s features are designed with this in mind, offering tools that streamline processes and improve the unified customer experience. By reducing the need for multiple platforms, companies can cut down on expenses and simplify their tech stack.
Integrating various communication channels into a single solution not only saves money but also enhances the efficiency of customer interactions. This unified approach ensures that all customer information is easily accessible, leading to quicker resolution times and increased satisfaction. For contact centers, this means being able to handle more queries without compromising on quality, making the operation more cost-effective.
Nextiva’s analytics tools further contribute to cost efficiency by providing insights into call patterns, customer preferences, and agent performance. With this data, businesses can make informed decisions about staffing, training, and resource allocation. Optimizing these areas helps in reducing overheads and improving the overall customer experience, which is vital for retaining clients and fostering growth.
Efficiency improvement
Efficiency improvement in contact center operations is a key goal for many businesses. Nextiva’s contact center software plays a significant role in achieving this by streamlining communication processes. This software allows agents to manage multiple channels such as phone, email, and live chat from a single interface, reducing the need to switch between applications and thus saving time.
With the integration of advanced analytics, Nextiva’s solution offers insights into call volume patterns, agent performance, and customer satisfaction levels. These metrics are crucial for identifying areas for efficiency improvement and training needs. Managers can use this data to make informed decisions about staffing and to tailor training programs for agents, ensuring they are well-equipped to handle customer inquiries effectively.
Furthermore, Nextiva’s contact center software supports automation of routine tasks. This includes routing calls to the appropriate agent based on expertise and availability, as well as automating responses to common customer questions. By reducing the workload on agents, they can focus more on complex issues that require human intervention, thereby improving overall service quality and efficiency.
Faster service
Nextiva’s faster service feature significantly reduces wait times for customers, making it a game-changer for businesses aiming to improve their customer service. By streamlining call processes and utilizing advanced routing algorithms, calls are connected to the appropriate agent more quickly. This efficiency not only enhances customer satisfaction but also boosts the productivity of agents by allowing them to handle queries more effectively.
For contact center providers, implementing Nextiva’s faster service means they can offer their clients a competitive edge. The feature’s ability to quickly connect customers with the right support team reduces frustration and increases the likelihood of first-call resolution. This is crucial in industries where timely support can make a significant difference in customer loyalty and retention.
Additionally, Nextiva’s faster service feature provides valuable data insights. Businesses can track call response times, identify peak call periods, and adjust staffing levels accordingly. This data-driven approach helps contact center providers optimize their operations and ensure they are meeting customer needs efficiently.
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.