Nextiva Call Center
has the technology for any size business.

Conditional Call Routing Options
The ability to swap a call queue or department with announcements and alternative routing options as needed.

Call Queue Visibility
Incoming calls can be queued until the next call center agent is available to answer the call.

Enhanced Greeting & Queue Announcements
Queued callers hear an initial greeting, followed by music, advertisements or periodic comfort announcements.

One-Click Transfers
Transfer any phone call to an extension in your office or to someone working remotely with one simple click.

Conference Bridge
Service used to connect multiple people over a phone line or Internet connection to participate in a conference call.

Free Auto Attendant Recording
Nextiva will record one professional greeting for your call center welcome message or Auto Attendant at no cost; additional recordings are $25 each.

Instant Message and Presence
Set availability status and chat with other agents directly in the call center dashboard or via the Nextiva App.

Forced Delivery of Calls
Queues can be configured to automatically answer and deliver calls to specific agents after a specified waiting time.

Night & Holiday Service
Uniquely route calls during after hours when the call center queue is not in service based on night and holiday schedules that define business hours.

Whisper Messages
A message played to the agent, typically announcing the call center queue name, when the call is received; particularly valuable with remote or mobile agents.

CRM Integration
Connect 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.

Intelligent ACD (Automated Call Distribution)
Agent state is used to determine the agent's availability to take calls and agents can set their state through the web portal or through a client interface.

Configurable Call Handling
The ability to control and configure whether calls go into the queue, are put on hold, or get automatically forwarded to an agent.

Queue-Based Routing
Multiple programmable settings to determine which call in the queue, based on priority, should be delivered to an agent when the agent becomes available.

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.

Remote Agent Support
Allows you to manage a virtual workforce and remote agents' call controls from the main office location, just as you would for office-based agents.

Voicemail to Email
Voicemail messages are recorded and forwarded to the email address you specify and messages can be heard on your computer or mobile device.

Dedicated Onboarding Service
Nextiva 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.

Flexible Disposition Codes
These 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.

Flexible Unavailable Codes
These attributes can be applied when an agent becomes unavailable, and management can use this data to better understand the performance of their agents.

Real-Time Agent Management
Increase productivity by monitoring all agents, status and resolution times in a single view so you can re-route calls or move agents to alternate queues with a click.

Launch Dashboard & Reports
Improve agent and team efficiency with instant access to views of metrics and real-time reports by agent, queue or time period in our call center dashboard.

Call Reports by Time, Agent, or Queue
Standard and customizable call reports allow you to manage and monitor calls by time period, agent, or call queue.

Historical Reports of Key Metrics
Track call reports, resolution times, and trends from any previous time frame so you can staff and hire according to your business' needs.

Call Recording
Call recording allows supervisors to listen to agents' incoming and outgoing calls for training, quality assurance purposes, and future reference. Nextiva will save your recordings for up to three years, and they are available for you to download if you need to store them for longer.

Promote, Retrieve, or Transfer Queued Calls
Agents have the ability to promote, retrieve, or transfer calls that are waiting in the queue based on thr nature of the call or if the issue requires escalation.

Queued Call Management
Allows 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.

Silent Monitoring & Call Barge-In
Supervisors can silently monitor an agent's call and have the option to "barge-in" to a call if needed for quality or training purposes, which creates a three-way conference. You must have the Supervisor Dashboard add-on with an Enterprise line assigned to the user to activate.

Call Recording
Call recording can be scheduled based on multiple options: always, on-demand, or pause/resume, etc.; typically for quality and training purposes.

DNIS Support
The Dialed Number Identification Service (DNIS) associates multiple phone numbers to the primary number, to alter call routing or play specific messages.

Disposition Code Status
Disposition 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.

Priority Queue Routing
Multiple settings to control which queued calls, based on priority, should be delivered as agents becomes available, with bounced calls having the highest priority.

Outgoing Call Control
When agents have the ability to make calls using the call center phone number, this setting gives the option to display the calling line ID (CLID) or DNIS number.

Meet-Me Conferencing (9-users):
Service that includes 9-way conferencing, scheduled and reservation-less calls, recording, muting, inviting new participants, and a web interface.

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.

Office Receptionist Dashboard
This web-based tool provides receptionists with the ability to monitor users across their enterprise, place click-to-dial calls to contacts and manage a queue.

Supervisor Dashboard
Allows reports to be run on any agent and display: agent activity, agent call detail, agent call report, agent duration report and schedule adherence.

Agent Dashboard
Supports the needs of agents in any environment: call handling functions, call distribution management, directory and Outlook integration, and other functions.