Nextiva CCaaS

by Nextiva

Make stellar customer service look easy

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Meet your customers where they are

Fragmented customer communication comes together with continuity across voice, email, SMS, webchat, video, and social media.

  • Skills-based routing places issues with the right agents.
  • A single interface simplifies the agent experience.
  • Get unified reporting across channels.

Strike the right balance with inbound and outbound calls

Deliver personalized service, proactively communicate with customers, and align agents with your traffic as it ebbs and flows with automatic adjustments.

  • Screen pops allow agents to tailor their service.
  • Speech-enabled IVR lets customers serve themselves.
  • Robust outbound dialers maximize agent-to-customer connections.

Speed things up with intelligent virtual agents (IVA)

Handle high call volumes with self-service interactive voice response (IVR) and let IVAs manage the routine things so that your live agents can take the calls that need a more human touch.

  • Assign repetitive tasks to IVAs and reduce costs.
  • Let IVAs solve problems quickly with self-service.
  • Stay in compliance with IVAs handling sensitive data.

Your contact center and agents reach their full potential

Workforce management (WFM) and workforce optimization (WFO) capabilities give businesses the tools to forecast, accurately staff, and improve agent performance.

  • Multi-skill, multi-channel staffing forecasts.
  • Scheduling, adherence, and intraday capabilities.
  • Quality monitoring and coaching tools.