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We try to keep everything as seamless as possible, and operate a fairly lean, but efficient administration team. Our team started having problems with phones a few years ago. We switched to a VoIP system, but were noticing a drop in call quality and there were complaints of calls dropping out. We began to look for a new provider as we wanted to make sure we were easily accessible to our patients. Nextiva stood out for us based on their service and the level of functionality they were able to provide for us. It is really easy now for our administration team to manage call volumes and prioritise calls.
The call forwarding options work really well between both locations and our admin team find it easier to get in touch with the correct doctors and nurses that they need to. Our floating staff at each clinic use the Nextiva App on their mobile phones so that it doesn’t matter whether they are at their desk or away from it, they are always reachable. We’ve been impressed with how easy it is to work with Nextiva, and how well they managed the transition. Our customers wouldn’t have noticed any difference as we stayed contactable throughout the entire period, which was a big concern for us.
We’ve had no issues with call quality or lines dropping up, and we’ve been able to do the administration of the service ourselves through the portal. We used to have to call our old provider for even the simplest change, so it’s great being able to do it all ourselves. Our staff are really pleased with the new system. Our front of house staff were very frustrated at not being able to easily re-direct calls, or having issues not being able to hear the callers, but they’ve had no complaints about the new system and picked it up very quickly. Our sales team are set up on the Nextiva App and love that they can now access all the information they need from their cell phones and remain connected at all times – even when they’re away from their desk or on the road.
It was a very easy system to learn, we had a teleconference with Nextiva and were all trained over that. I had a couple of questions about the portal once we went live with the system, and the team were very responsive and gave me the information I needed quickly. Overall, from start to finish it’s been a very easy process, and my only concern is that it took us so long to investigate VoIP and find Nextiva in the first place!
I can’t recommend them enough. We had a bad experience with our last provider; once we were onboarded their prices increased what felt like almost immediately, and their service, which we were initially impressed with, became almost non-existent. We were hesitant to move even in spite of all of this because we thought maybe all companies treated their customers like this in this space! Nextiva were breath of fresh air. Their products are far superior to what we were using previously, their pricing more competitive, and their level of service hasn’t changed at all – it’s been consistently good the entire time.
The standout part of their system is that we now have one system to do it all, and it’s been designed specifically to be comprehensive and replace everything. Nothing feels like it’s been added as an afterthought, so from a user experience, the guys on the floor are really impressed with how well it works. As a VP, I’m most impressed with the level of reporting I’m now seeing on a regular basis; we can make informed decisions, and get valuable information out of the system. Our BA’s are finding is a lot easier to get reports out compared with our old system, so overall everyone across the business has been pleased we made the change.
They haven’t just thought about it from a functional perspective, as in, this is what your business needs to function, but they’ve really considered it from the perspective of your businesses customers – what do they need? How can our products help them too? Since we switched to Nextiva’s NextOS system, our customer satisfaction scores have been increasing.
We went for a big bang approach, and implemented all the modules of NextOS that were available at the time transitioning all our communication technology over to Nextiva. It was a big change, but their rollout approach was really well thought out and our staff managed the change really well – I was very impressed with both Nextiva and our staff. One thing that helped our staff be onboard with the change was they could see how much easier this technology was going to make their jobs. For our staff dealing with customers, it immediately made their job easier as there was one system which handled all customer communications. For their managers, their job became easier as reporting was improved tenfold, and all the information could be grabbed out of the one system as opposed to having to go to multiple systems to try work out how their team was performing.
As a business owner, I am most interested in performance and efficiency, so these tools have met my requirements too. It really is a great system – when we first began talking to Nextiva they made bold claims about what it could deliver, but it really is as good as they say. Mostly because it’s a single platform that’s been really well set out. The front end user experience is really good; the platform looks clean, and it works well – there hasn’t been any lag or downtime so far in our experience. It also is really user friendly, and a lot of the things we need to do from an administrative perspective we can self-manage which makes it a lot faster for us. It’s been really interesting analyzing all the data points that are now being captured around the customer experience, and seeing where we can improve our processes and communications to help improve their experience.
From a staff perspective, we were able to get rid of a lot of manual steps that were required using our old (multiple) systems, and that saving has supported our growth as we have been able to scale up again without having to bring on new staff. Overall, we are very pleased with this technology and the service team that supports is.
We worked with them to make sure that it would do everything we needed to from day one, and I think that the thoroughness of the work we put in upfront really paid off with a really smooth transition and no need to implement any manual processes at go live. At the same time, we also started using their VoIP system (we are hiring their phones), and have been really impressed at what a big improvement to our old PBX system it is. Both of the systems work really well together, and although the implementation did add a bit of stress to our team, they all handled it really well and were excited for the new technology. We made some big promises about it saving them time and helping everyone be more efficient, and it’s nice that for once a project actually delivers all the benefits you want it to.
Having a system that has been designed to make it easy for the user, and is logically laid out and has good workflow capability really does help your business to run smoothly. The analytics that you can get out of it are also really good. We are still learning how best to present all the information that we can now easily get, but it’s great to know that we can access all the information we need to make informed decisions.
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Mike and his team are amazing and made the whole process of launching with Nextiva easy. The platform has so much more in terms of features. We can now share customer information in real time throughout the business. It’s really powerful and makes our experience with customers above and beyond expectations.
As a business and one area we struggled with was maintaining contact with our clients in the same way we did before, when we were smaller. Nextiva has a system that helps you scale and still have a solid service. They have done a nice job with the technology and it’s a perfect fit for our business. Would be nice if it cost less but it is worth it over the long term. Communication is certainly not an area to cut corners on.
We are a small 501c3 and had signed up with Nextiva about 7 months ago. The phones sent are cheap and useless and customer service is pretty lousy. We have yet to have the service we signed up for and currently have no working phones. I would not ever recommend Nextiva to anybody! TERRIBLE!
The entire process from start to finish went better than we expected, and we’re constantly realizing that there is more the system can do and more useful information it can give us. The longer we are on it, the deeper the analytics are going to go. The way the survey tool links in with the rest of your processes and automatically triggers is a much better solution than the manual standalone survey tools we were trying to run previously. It means the customer is more likely to respond and provide valuable, meaningful feedback, and we’re appreciating the additional insights we are getting from this. Having this all link back in with their customer records is really powerful, and gives us a lot more detail to work with in terms of really getting to understand what their customer experience is and how we can do better. The way everything all works in well together is very impressive.
Since we moved across to it we have continued to grow, but we’ve been able to absorb it as we are now all working a lot more efficiently than we were before. Bringing all our communications into the one system has had a lot of benefits – from just general improvements coming from our teams experiencing less frustration, from being able to get a better overall picture of our business, and getting much better information on how our customers are doing and what their interactions with us look like. There’s a lot of data that NextOS contains and the longer we are using the platform the better I think it will get for us, as we get more insights into the data and a better understanding of the business.
It’s a really ambitious system, that for us, combined about 6 different applications into the one. It’s very well priced, especially considering how much it replaces, and it makes everyone’s jobs a lot easier. Overall we are really impressed with how Nextiva have designed their system to make it simple for the end user, and how well thought it out is. Would have no problems recommending this to other businesses to use.
Nextiva expert review by Ellen Muraskin
Serving more than 90,000 businesses across the United States, Nextiva is a provider of a range of telecommunications and IT service solutions.
Industry-specific plans: Nextiva offers solutions that are industry specific, like its roll call service for education customers.
Discount pricing: With plans starting at $19 per month, Nextiva has some of the lowest prices for business customers.
Full-featured contact center: Nextiva's cloud-based call center comes with customer service bells and whistles, such as call-back from queue, supervisory monitoring and call statistics.
Works with existing PBX: Instead of reinventing the wheel, Nextiva can simply add shocks and put on a new tire by tying in SIP trunking to existing PBX systems.
Scalable systems: Go from one to 100 (or more) numbers as needed.
Mobile access: Using its intuitive app, employees can get their calls on the go, without using voice plan minutes.
Best for: Small businesses to large corporations.
Nextiva Company Information
- Company Name:
- Year Founded:
- 8800 E Chaparral Rd
- Postal Code:
- United States
- (800) 285-7995