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It doesn't need
to be complicated
To dial up
your call center

Plans & Pricing Feel the Excitement

Why use Nextiva Call Center Solutions?

A comprehensive cloud solution with advanced functionality that's easy to use

Automatic Call Distribution

AUTOMATIC CALL DISTRIBUTION

Route callers to the right queue, with the right priority to the right skilled agent

Advanced IVR

ADVANCED IVR

Use interactive voice technology for intelligent automation and routing

Remote or Mobile Agents

REMOTE OR MOBILE AGENTS

Virtual pools of agents can be created that span the globe, and can log in from anywhere

Queuing

QUEUING

Ensure callers never get a busy signal and are queued correctly

Monitoring

MONITORING

Ensure quality by monitoring agent performance with both historical and real-time reporting

Improve deployment speed

Instantly access enterprise-grade call center solutions and quickly scale to respond to fluctuations in call volume without changing your infrastructure settings.

  • Maintain efficient staffing so your customers don't remain on hold
  • Provide automated call-back and responses to your incoming callers
  • Increase your first call resolution through advanced call routing options

Utilize a flexible staffing structure

Nextiva's management system allows you to monitor and modify your employees'
communication, regardless of where they are located.

  • Route Incoming Calls to EmployeesRoute incoming calls to employees based on agent or team skill sets
  • Staff Based on Customer DemandStaff based on customer demand and route overflow calls to external agents
  • Monitor Call VolumeMonitor call volume and flow through your dashboard and activity reports

Experience dramatic cost savings

With minimal upfront costs and flexible pricing, companies of any size experience dramatic cost savings with call center phone service in the cloud.

  • Use Existing DevicesUse your existing devices to reduce office hardware requirements
  • Blend On-Premise and Virtual AgentsBlend your on-premise and virtual agents to minimize rent expenses
  • Nextivas Hosted Call Centers Dont Require Complex EquipmentNextiva's hosted call centers don't require complex equipment

Manage your communications from anywhere

Utilize the NextOS unified communications online dashboard to instantly monitor the pulse of your business throughout the workday.

  • Manage your phone service on any Internet
    browser or mobile device
  • Identify bottlenecks, availability issues, and
    employee productivity
  • Manage all of your incoming and outgoing calls
    with one simple click
Manage Communications

Amazing Service®
is available for you anytime

Here at Nextiva, we go above and beyond your service expectations. We are more than just your call center phone provider – we're here to help you succeed.

  • 100% in-house team is here to help every step of the way
  • Call (800.285.7995), email (support@nextiva.com), or chat online
  • Find setup instructions and FAQs at our Support Center

Nextiva Cell Center Solutions has the technology for any size business.

Call Center Pro

$5000/mo No setup fees Compare features below LEARN MORE
Advanced Call RoutingAdvanced IVR (Interactive Voice Response)
  • Voice recognition
  • Database lookups
  • Intelligent routing
  • Reminders & surveys
  • Auto Dialer (Inbound & Outbound)
  • Local presence
  • Call Center Pro
  • Call Center Enterprise
  • Advanced IVR (Interactive Voice Response)
  • Conditional Call Routing OptionsFully custom call handling and routing capabilities, voice prompts to intelligently handle inbound outbound call traffic. Addition Addition
  • Automatic Callback
  • Q for MeProvide callers with the option to request a call back from the next available agent instead of waiting in the queue. Addition Addition
  • Front Office
  • Call Queue VisibilityIncoming queued calls and key metrics can be viewed in real-time via Agent and Supervisor dashboards and wallboards. Checkmark Checkmark
  • Unlimited Call QueuesIncoming calls can be queued until they can be presented to an available agent. Callers hear custom messaging and/or music instead of ringing. Administrators can create any number of individual queues for different teams or departments. Agents are required to carry a license to enter into a queue to retrieve calls. This license is added to the seat charges. Checkmark Checkmark
  • Enhanced Greeting & Queue AnnouncementsQueued callers hear a customized messaging and/or music, including an initial greeting, custom music, advertisements, estimated wait times, and periodic comfort announcements. Checkmark Checkmark
  • Free Auto Attendant RecordingNextiva will record one professional greeting for your call center welcome message or Auto Attendant at no cost; additional recordings are $25 each. Checkmark Checkmark
  • Configurable Call Handling/Forced Delivery of CallsRouting can be configured to control whether calls go into a queue, are pushed to voicemail, or get automatically forwarded to an agent after a certain amount of time. Overflow options are also available.   Checkmark
  • Night & Holiday ServiceTrack and uniquely route calls when the call center queue is not in service based on night and holiday schedules that define business hours. Customize messaging so callers know when your business is closed.   Checkmark
  • Whisper MessagesA pre-recorded message is played for the agent, typically announcing the call center queue name, when the call is received. This is particularly valuable with remote or mobile agents, as well as agents working in multiple queues.   Checkmark
  • Queue ManagementWith advanced, real-time Queue Management, your Supervisors can monitor multiple queues in real-time, as well as manage wait times and reorder queued callers. If a Supervisor sees a customer waiting in queue, they can "Promote" the caller, to reduce the wait time, via the dashboard.   Checkmark
  • Business Integration
  • Intelligent ACD (Automated Call Distribution)Easily distribute calls to agents based on availability. Agent status is used to determine the agent's availability to take calls, and agents set their status through the web portal or agent dashboard. Checkmark Checkmark
  • Queue-Based RoutingThere are multiple programmable settings to determine which call in the queue, based on priority, should be delivered to an agent when the agent becomes available. Checkmark Checkmark
  • Skills-Based Routing (Weighted Call Distribution)Assign a skill level to each agent in the call center, and calls are routed to the agent with the most appropriate skills or product knowledge to meet the caller's needs. Checkmark Checkmark
  • Remote Agent SupportCall Center Agents are no longer tied to one location. Manage a virtual workforce and remote agents' call controls from HQ or anywhere at all. Checkmark Checkmark
  • Voicemail to EmailVoicemail messages are recorded and forwarded to the email address you specify, and messages can be heard on your computer or mobile device. Checkmark Checkmark
  • Dedicated Onboarding ServiceNextiva will provide you with a dedicated Onboarding Technician that will personally assist you with your system setup and answer any questions you have along the way. Checkmark Checkmark
  • Flexible Disposition CodesThese are attributes that can be applied to calls by an agent during the call and during wrap-up, enabling calls to be tagged with promotions, topics, etc.   Checkmark
  • Flexible Unavailable CodesThese attributes can be applied when an agent moves to unavailable. Management can use this data to better understand the performance of their agents.   Checkmark
  • Supervisor Controls
  • Real-Time Agent ManagementIncrease productivity when Supervisors can monitor agents, ACD statuses and resolution times in a single view. Re-route calls or move agents to alternate queues or ACD statuses with a click or drag-and-drop. Checkmark Checkmark
  • Historical or Scheduled Reports of Key MetricsTrack call reports, resolution times, and trends from any previous time frame (or in real-time) so you can manage your staff and hire according to your business' needs. Checkmark Checkmark
  • Call RecordingCall recording allows supervisors to listen to calls for training or quality assurance purposes. Nextiva will save your recordings for 6 months, and the files are available for download. Nextiva offers Always-on, On Demand or Pause/Resume service, as well. Checkmark Checkmark
  • Wallboards & ReportsImprove Supervisor, agent and overall team efficiency with instant access to views of metrics and real-time reports organized by agent, queue, DNIS, or time period, using a call center dashboard. Checkmark Checkmark
  • Promote, Retrieve, or Transfer Queued CallsSupervisors have the ability to promote a caller in queue so they wait less time, retrieve the call themselves, or transfer calls anywhere. Agents can transfer calls to a Supervisor with one click, if the issue requires escalation.   Checkmark
  • Queued Call ManagementAllows you to specify the priority order of queued calls, across 1 or many queues, to designated agents as they become available and bounced calls always have priority.   Checkmark
  • Silent Monitor, Silent Monitor Next & Barge-InSupervisors can Silent Monitor an agent's call with the click of a button or easy star code. If an agent isn't currently on a call, a "SMN" button will appear on their dashboard, allowing the Supervisor to listen to the next call presented to the agent. There is also the option to "Barge-in" to a call, which creates an instant three-way conference.   Checkmark
  • Quality Assurance
  • Call RecordingCall recording can be scheduled based on multiple options: always, on-demand, or pause/resume, etc.; typically for quality and training purposes. Checkmark Checkmark
  • Bounced Call ServiceIf an Agent forgets to go unavailable, calls presented to that Agent will go unanswered or "Bounce". Bounced Call routing can be customized to prioritize Bounced Calls over other callers in queue. Checkmark Checkmark
  • Stranded Call ServiceIf a caller is waiting in a call center queue but all of the Agents have logged out or gone unavailable, routing can be customized to properly handle the "Stranded Call." Checkmark Checkmark
  • Estimated Wait MessagingCallers waiting in a queue can hear either 1) Position/Number in the queue or 2) Estimated wait time. Each queue can be customized based on need. Checkmark Checkmark
  • Easy TransferringTransfer a phone call to any extension in your company (or any others remotely) with a simple click or drag-n-drop. Checkmark Checkmark
  • DNIS SupportThe Dialed Number Identification Service (DNIS) allows call center admins to associate multiple phone numbers to a queue, for tracking or to play specific messages for those callers. These calls can also be prioritized over other calls in the same queue. This is often used to track call traffic from VIP customers, or marketing, and advertising endeavors.   Checkmark
  • Disposition Code StatusDisposition codes are attributes that can be applied to calls during the call and during wrap-up, enabling calls to be tagged with promotions, topics, etc.   Checkmark
  • Priority Queue RoutingMultiple settings to control which queued calls, based on priority, should be delivered as agents becomes available, with bounced calls having the highest priority.   Checkmark
  • Outgoing Call ControlWhen agents have the ability to make calls using the call center phone number, this setting gives the option to display the calling line ID or DNIS number.   Checkmark
  • Learn More Learn More
  • Upgrades Available
  • Meet-Me Conferencing (9-users):Dial in to connect multiple people over a phone line to participate in a conference call. No per-minute charges. Feature includes 9-way conferencing (larger bridges available), scheduled and reservation-less calls, recording, admin functions, and much more. $19.95 $19.95
  • Meet-Me Conferencing (25-users): Service that includes conferencing with up to 25 participants, scheduled and reservation-less calls, recording, muting, inviting new participants, and a web interface. $49.95 $49.95
  • Office Receptionist DashboardThis web-based call control tool provides receptionists or other heavy phone users the ability to monitor co-workers and juggle callers seamlessly. Easily create contact lists for click-to-dial and drag-n-drop functions. $39.95 $69.95
  • Supervisor Dashboard1) Monitor & Manage queues and agents. 2) Allow custom and scheduled reports to be run for call centers, DNIS or Agent information. 3) Wallboards provide visual aids for call center transparency. 4) Provide call control functionality for Supervisors who take/make calls. $69.95 $69.95
  • Agent DashboardSupports the needs of agents in any environment: call handling functions, call distribution management, directory and Outlook integration, and other functions. $29.95 $29.95
  • Instant Message and Team PresenceConnect instantly via chat or phone, and share your status with fellow teammates using a Call Center Dashboard. Users can set an availability status and connect with other agents directly within the call center dashboard. $3 $10
  • CRM IntegrationConnect to many industry standard CRM systems such as Salesforce.com, SugarCRM, NetSuite, etc. to enable your call data to sync with contacts in your database, allow click-to-dial, and quickly create a new contact record in the CRM. Go Integrator Lite | $2 per user/month
    Go Integrator DB | $5 per user/month
    Go Integrator Lite | $2 per user/month
    Go Integrator DB | $5 per user/month
  • Advanced IVRAutomates business processes and connects your customers with the best person for their needs. Features include Database Lookups and Intelligent Routing, Satisfaction Surveys, Auto Dialer (Inbound & Outbound), and more. Request Pricing Request Pricing

Delivering the experience & service your customers expect,
Nextiva Call Center increases business collaboration.

Call Console

Call Console

Allows you to manage all current calls and take actions on them

View Contacts

View Contacts

See who is available or not, make calls to contacts and manage directories

Dashboard

Dashboard

Monitor the call centers to which you are assigned as an agent

Agent Status Display

Agent Status Display

Quickly see agents who are available, on a call, have a call ringing, or set to an alternate status

Automatic Call Distribution

Automatic Call Distribution

(ACD) Depending on each call type, you can set up calls to be routed based on the agents who are able to support those requests.

Incoming Call Details

Incoming Call Details

Display the name and number of the caller and the queue they are calling from, if assigned to a queue

Instant Escalation

Instant Escalation

Simply select the supervisor from your call console and immediately transfer a call to him/her

Call Promotion

Call Promotion

Reorder calls in a queue to answer urgent calls before others in the queue

3-Way Conference Calls

3-way Conference Call

Select two calls from the call console and connect them with one click

Call Queues

Call Queues

Organize users, teams and departments by queues and callers will be routed to the next available agent in the appropriate queue

Call Recording

Call Recording

Record specific agent calls “on demand” or set your service to record calls automatically

Call Monitoring

Call Monitoring

Monitor a specific agent or the next call that comes in to a selected queue

Silent Monitoring

Silent Monitoring

Select an agent and listen in (while muted) to the current call

IVR/Auto Attendant

IVR/Auto Attendant

Instant automated greeting that lets callers choose the person or department they are trying to reach

Night/Weekend Service

Night/Weekend Service

Automatically forward calls to an alternate number for after-hours, weekends or holidays


See what Nextiva is all about

  Nextiva Office
  NextOS (Voice)
  The Nextiva App

Some pleasure reading about Nextiva

Nextiva means award winning service

Phoenix Business Journal Best Places to Work Internet Telephony Product of the Year Frost and Sullivan Award Deloitte 500 Award Red Herring Award

See how Nextiva will transform
the way you communicate.

 

 


Contact an Amazing Service
Sales Expert
(800) 799-0600

See how Nextiva will transform
the way you communicate.



Contact an Amazing Service
Sales Expert
(800) 799-0600
Learn how much Nextiva can save your business.



Contact an Amazing Service
Sales Expert
(800) 799-0600
Learn how Nextiva Analytics gives you unprecedented insight into your business.



Contact an Amazing Service
Sales Expert
(800) 799-0600
Learn how Nextiva Analytics gives you unprecedented insight into your business.



Contact an Amazing Service
Sales Expert
(800) 799-0600
Learn how Nextiva Analytics gives you unprecedented insight into your business.



Contact an Amazing Service
Sales Expert
(800) 799-0600
Learn how Nextiva Analytics gives you unprecedented insight into your business.



Contact an Amazing Service
Sales Expert
(800) 799-0600
See how you can provider smarter, better service with Nextiva IVR.



Contact an Amazing Service
Sales Expert
(800) 799-0600
See how you can provider smarter, better service with Nextiva IVR.

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