Choose which conversation channel you'd like to manage. Choices include voice, email, chat, social media, or SMS.

Empower agents to connect via both inbound and outbound voice calling.

Enhance engagement with progressive dialing for contact review before calls. Use predictive dialing for bulk automation, with "quarterback" mode for optimal agent routing.

Plan, execute, monitor, and optimize specific sales or service campaigns incorporating outbound and inbound strategies.

Intelligently automate workflows with little or no coding. Connect your favorite tools to create intelligent, cross-system processes.

Create consistency by guiding agents through interactions using prompts and flexible scripts that populate based on the conversation.

Without talking to a receptionist, callers can simply dial a known party by entering the first few letters of a name into the dialpad.

Solicit feedback or qualify leads by sending questions via SMS, email, etc.

Anticipate customer needs by proactively sending order updates, service alerts, appointment reminders, etc.

Monitor metrics in real time using customizable dashboards for agents and supervisors.

During peak call times and after hours, prompt incoming callers to leave a voicemail and receive a call back. Execute an outbound call campaign and leave pre-recorded messages when the call goes unanswered.

Solve problems quicker by connecting agents and supervisors using internal team chat and calling.

Allow customers to self-serve using automated webchat or SMS bots and transfer to a live agent as needed.

Connect your data by integrating Nextiva with your favorite tools using REST API.

Design automated process workflows using an intuitive drag-and-drop interface.

Improve first-call resolution by routing callers to best-fit agents equipped to handle interactions specific to area of expertise, language, demographic, etc.

Keep an encrypted record of voice or text-based conversations, such as email, SMS, or chat.

Unified history captures all encounters even when the customer communicates on multiple channels or changes channels during an interaction.

Keep track of customer details and history by integrating your favorite CRM or using Nextiva's native "mini-CRM".

Offer customers waiting in a voice or live webchat queue the option to get out of line and receive a call when an agent is available.

Offer and connect all conversation channels, ensuring customer communication preferences are met and context is shared across channels.

Enhance training and coaching by capturing and recording an agent's screen.

Maximize customer self-serve capabilities using advanced bots capable of complex rules and pulling data from integrated systems.

Geo-redundant disaster recovery ensures your contact center is up and running despite regional outages or disasters.

Provide customers payment privacy protection by ensuring agents can neither see nor hear credit card details.

Localize voice servers to optimize communication and location-based compliance.

Connect agents to supervisors in real time with agent hand raising, screen share, supervisor coaching, etc.

Simplify and optimize scheduling efforts to match workload and business hours, time of day/year, and more.

Generate advanced insight on existing data by creating and visualizing customized data drill downs.

Enhance training by capturing and recording agent activity from multiple screens.

Automatically capture the content of voice conversations in real time and create post-call summaries.

Create amazing experiences by configuring Al and automation to perform a workflow, then easily duplicating and iterating that workflow for continuous improvement.