Nextiva

Unified communications and CCaaS platform combining voice, video, team collaboration, and AI-driven automation.

About Nextiva

Nextiva is a comprehensive customer experience platform that merges unified communications (UCaaS) with contact center capabilities (CCaaS). It is designed to provide growing businesses and enterprise teams with a single workspace to manage phone calls, video meetings, team messaging, and omnichannel customer interactions.

By unifying internal collaboration tools and external customer engagement workflows, Nextiva eliminates the need to switch between disparate applications. The platform leverages built-in journey orchestration, allowing administrators to design sophisticated routing logic and automated workflows that guide customers to the appropriate resources or agents.

Recent updates introduce advanced AI capabilities, including XBert, an autonomous AI employee that can handle customer conversations across voice, text, and chat channels. This enables teams to deploy 24/7 coverage, automate routine inquiries, and reserve human agents for complex, high-value interactions.

Key Features

Omnichannel Capabilities: Manage voice, text messages, live chat, email, and social media reviews from a unified inbox.
XBert AI Employee: Deploy an AI agent that works tasks start to finish, processes payments, and routes intelligently with full customer context.
Journey Orchestration: Build end-to-end customer engagement workflows and intelligent routing based on agent skills.
Agent Assist & AI Transcription: Receive real-time agent guidance, automatic call transcriptions, and instant summarizations.
Workforce Management: Scale contact center operations with advanced scheduling, forecasting, and performance analytics.
Progressive & Predictive Dialing: Accelerate outbound campaigns with automated dialing systems built into the professional tiers.

Pricing

NEXT Core: $15/user/mo Unlimited Voice/Video, 100 business text messages, basic CRM, and 50 AI Transcriptions.
NEXT Engage: $25/user/mo Adds Live Chat, 500 business text messages, 3 shared inboxes, SSO, and 200 AI Transcriptions.
NEXT Scale: $75/user/mo Adds unlimited text messages, unlimited AI transcriptions/summarizations, directory sync, and supervisor monitoring.
Contact Center Essential: From $75/agent/mo Omnichannel capabilities, journey orchestration, skills-based routing, and AI transcription.
Contact Center Professional: Contact Sales Adds advanced self-service, progressive/predictive dialing, secure PCI-DSS payments, and real-time supervisor support.
Contact Center Enterprise: Contact Sales Adds workforce management, advanced analytics, unlimited skills-based routing, and unlimited channels.
XBert AI Employee: $99/mo Packages starting at 100 conversations/month to handle phone, chat, and text interactions.

Use Cases

Enterprise Contact Centers
Remote and Distributed Support Teams
Outbound Sales Campaigns
Omnichannel Customer Service

Pros & Cons

Pros:

Blends internal UCaaS and external CCaaS in one unified interface.
Native deployment of autonomous AI agents (XBert) to deflect routine interactions.
Highly scalable from small business phone systems to enterprise workforce management.

Cons:

Advanced contact center features like predictive dialing require custom enterprise pricing.
Complex journey orchestration builder may have a learning curve for smaller teams.

Integrations

Zendesk, Salesforce, Microsoft Teams, HubSpot, Zoho, ServiceNow, Microsoft Entra ID, Okta

FAQ

Does Nextiva support omnichannel routing?

Yes, Nextiva supports intelligent routing across voice, web chat, SMS, email, and social messaging channels. Interactions can be routed based on agent skills and capacity.

What is the XBert AI Employee?

XBert is Nextiva's AI agent capable of handling phone, chat, and text conversations autonomously. It can take action in backend systems, customize its tone, and intelligently route to human agents with full context when necessary.

Does Nextiva offer predictive dialing for outbound sales?

Yes, Nextiva offers progressive and predictive dialing capabilities for sales and outbound campaigns, available on the Contact Center Professional and Enterprise tiers.

Are call recordings and transcriptions included?

Call recording is available, and Nextiva provides AI-powered call transcriptions, summarizations, and Answer Assist features, with limits scaling based on the specific plan chosen.

Can Nextiva integrate with my existing helpdesk?

Yes, Nextiva natively integrates with major helpdesk and CRM platforms, including Zendesk, Salesforce, HubSpot, and ServiceNow, allowing teams to keep their existing ticketing systems while adding Nextiva's voice and AI routing.

Categories:

Contact Center Software Customer Experience Software