With Nextiva Contact Center, you can boost revenue, drive efficiency, and provide a seamless customer experience. Meet your customers where they are with digital-first, frictionless omnichannel journeys. Reduce cost per contact through AI and automation, grow revenue with proactive outbound sales campaigns, and engage and develop teams to deliver exceptional CX with workforce engagement management.
Below is a basic overview to help you get started with Nextiva Contact Center.
1. Logging in
- Navigate to the Nextiva Contact Center login page and enter your credentials. Learn more.
2. Understanding the user interface
- Familiarize yourself with options such as Options, Favorites, Company Directory, Dialpad, and User Status. These provide quick access to essential functions. Learn more.
3. Select the role below to learn more about specific features.
Agents
Setting Up Contacts
- Create and manage contacts by clicking on the Contacts icon. Add details such as name, address, phone number, and communication preferences. Learn more.
Managing Workitems
Wallboards
- Use the Wallboard feature to monitor real-time statistics for the queues you’re logged into. This includes metrics like average queue time, abandoned calls, and service level agreements (SLA). Learn more.
Supervisors
Dashboards
- Access various dashboards like the User Dashboard and Queues Dashboard to monitor performance and gain insights into operations. This data is essential for optimizing your contact center’s efficiency.
Reports
- Reports provide detailed insights into performance and activities of users and workitems. These reports track key metrics such as login times, call handling, media volume, occupancy, and more. Learn more.
Administrators
User management
- Administrators can create and manage user accounts, assign roles, and configure permissions. This ensures users have the appropriate access levels. Learn more.
NCC configuration
- Create custom campaigns, queues, outbound dialers, and dispositions for your contact center’s needs.
Guides
