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Nextiva
Unified Customer Experience Management Platform

Nextiva
Paid
From 20$

Home: https://www.nextiva.com

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What is Nextiva?

Nextiva provides a unified customer experience management (Unified-CXM) platform designed to enhance interactions across all channels. This AI-powered system helps businesses acquire, retain, and grow their customer base by delivering personalized experiences.

The platform consolidates customer interactions from various channels including voice, live chat, messaging apps, SMS, email, social media, reviews, and video, into a single interface. It offers features such as customer journey orchestration, real-time customer insights, and workforce engagement management tools, designed for comprehensive customer relationship management.

Features

  • Unified Interactions: Consolidates customer communications from voice, live chat, messaging apps, SMS, email, social media, reviews, and video.
  • Customer Journey Orchestration: Provides real-time actionable customer insights and automates key business workflows.
  • AI-Powered Contact Center: Embedded AI to design and optimize customer journeys.
  • Real-Time Insights: Equips teams with real-time customer insight and sentiment analysis.
  • Workforce Engagement Management: Built-in automations and tools to simplify management and increase agent retention.
  • Generative AI Knowledge Base: AI-powered knowledge management for agents.
  • Secure Payment Assist: Facilitates secure payment processing.
  • Intelligent & Skills-Based Routing: Routes callers to the best-fit agents based on various criteria.
  • Language Detection & Translation: Automates language detection and translation in digital interactions.
  • REST APIs: Open platform that enables continuous innovation and scalability.

Use Cases

  • Improve customer satisfaction by providing personalized and context-driven support.
  • Increase operational efficiency through AI and automation.
  • Consolidate technology investments to reduce costs and IT overhead.
  • Enhance team collaboration across customer-facing functions.
  • Manage high-volume inbound and outbound communications.
  • Gather and analyze customer feedback to identify areas for improvement in service delivery.
  • Streamline sales and support processes to accelerate deal closures.

FAQs

  • What is Unified CXM?
    Unified CXM (Customer Experience Management) is a strategy and platform for managing all customer interactions across various channels within a single interface, aiming to improve the overall customer experience.
  • What is CCaaS?
    CCaaS stands for Contact Center as a Service. It is a cloud-based customer experience solution that allows companies to utilize a contact center provider's software.
  • Does Nextiva offer 24/7 support?
    Yes, Nextiva offers 24/7 support via phone, webchat, and email.

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