N ex t i v a H o s t e d P r o d u c t O v e r v i e w
MEET NEXTIVA
Overview• Business cloud communications service provider
• Founded in May 2006
• Headquarters in Scottsdale, Arizona
• Member of the Unitedweb family of companies
• Backed by a commitment to Amazing Service®
• 100% In-house support team
• Ranked in top 6 hosted telephony providers – Frost & Sullivan
FOUNDATION OF AMAZING SERVICE®
Reliability
• Our network strategy goes beyond the basics• Invest in intelligent solutions with geographic redundancy• Insulate businesses from hardware or network maintenance
User experience
• Simple user interface• Easy to access tools and that allow for individual customization • Integrates more than core communications services
Customer service
• 100% U.S.-based team with real people that are available when you need them• Available via email, phone, and even social media• Internal culture built on motivation, fun and helping companies succeed
INDUSTRY AWARDS & RECOGNITION
2008, 2009, 2010, 2011,2012, 2013, 2014, 2015,
20162008, 2009, 2010, 2011,2012, 2013, 2014, 2015
2011, 2012, 2013, 2014, 2015, 2016
2011, 2012, 2013, 2014, 2015, 2016
2012, 2013, 2014, 2015, 2016
2015, 2016 2016 2016 2016 2016
2014, 2015, 2016 2014, 2015, 2016 2015, 2016 2015 2015
ENTERPRISE-GRADE NETWORK & INFRASTRUCTURE
Nextiva has 7 redundant Points of Presence
• Data center compliance
• SSAE 16 Certified
• SOC II Audited
• PCI-DSS Compliant
• Carrier-grade Session Border Controllers
• Fraud protection
• Tier 1 provider peering
• Failover redundancy spans multiple data centers and ISPs
Experience true unification
Nextiva cloud phone systems are built with the features you need to
communicate seamlessly, no matter where your people are located
physically.
N ex t i v a O f f i c e
UNLIMITED
CALLING
AUTO
ATTENDANT
RECEPTIONIST
NEXTIVA APP
HD VOICE
QUALITY
MEET-ME
CONFERENCING
CALL
QUEUING
UNLIMITED
FAXING
NEXTIVA
ANYWHERE
VOICEMAIL
TO EMAIL
IM &
PRESENCE
CLICK TO
CALL
BUSINESS FEATURES YOU WANT
And
more!
ADMINISTERED ALL ONLINE
The hosted VoIP network settings are managed via portals with increasing permission levels
• Manage your dashboard 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
NEXTOS 3.0
The administrator and user portals that are transforming the customer experience
• Clean, simple interface
• Easily manage users, features, and call settings from anywhere
• More flexibility, more control, less hassle
N ex t i v a A p p
NEXTIVA APP
A Comprehensive Unified Communications solution for your business from anywhere, on any device!
NEXTIVA APP FOR ALL DEVICES
Desktop / LaptopUnified & Seamless Client Mac / PC
Smartphone / TabletSuite of Applications
Android, Apple, Blackberry, Windows
SIMPLICITY THROUGH SEAMLESSNESS
Seamlessness
Multi Modal(voice and video calling, chat,
conferencing, desktop sharing)
Move a communications sessionfrom one mode to another
(e.g. chat to video call)
Multi Party(one-to-one, one-to-many)
Move a communications session fromone-to-one to one-to-many
(e.g. regular call to conference call)
Multi Device(smartphone, tablet, laptop,
desktop, desk phone)
Move an active communications sessionfrom one device to another
(e.g. from mobile to desk phone)
VOICE & VIDEO
One-on-one and multi-party calling with any device
INSTANT MESSAGING AND PRESENCERich Presence and Group Messaging – Seamlessly across all devices
WEB COLLABORATION
Desktop and application sharing with tablets and PCs
N ex t i v a H o s t e d C a l l C e n t e r
A RICH FEATURE SET AT A LOWER TCOA comprehensive hosted call center solution with advanced functionality that’s easy to use
• Everything is managed in the cloud so there are no capital, maintenance or upgrade costs
• Instantly access enterprise-grade call center features and scale to respond to fluctuations in call volume without changing your infrastructure settings
• Utilize a flexible staffing structure to route calls to agents based on skills
• Manage your entire call center on any Internet browser or mobile device
INCREASE AGENT EFFICIENCYAny subscriber, any device, any place
• Calls are routed to a user, not a device, so the Agent can use multiple devices and alternate devices/locations
• Reporting and ACD availability remain consistent, regardless of device
Phone-based agents
• IP phones display queue and call information; Softkeys for common actions (ACD states, Disposition codes); Star Codes for key features (escalate call to supervisor, etc.)
• Deliver calls to mobile devices
Desktop clients for fast-paced environments
• Agent and Supervisor web-based client for PCs and Mac’s• Access on-demand Agent reports
CREATE A ‘COLLABORATIVE’ ORGANIZATIONUC client provides chat and presence
• Resolve questions/issues quickly by reaching out to SMEs in your organization
• Use Chat Rooms for ongoing team communication Initiate instant Group Calls to multiple team members
Real-time sharing or desktop control
• Instant web collaboration sessions with customers • Conduct video training• Take remote control of caller’s desktop
MONITOR TRENDS AND IDENTIFY PROBLEMSFlexible ACD reporting engine
• Centralized database of all queue and agent metrics, spanning all locations
• On-demand, Scheduled and Customized reports
Real-time reporting
• Monitor real-time activity at locations of remote agents
• Monitor using mobile devices (tablets)
Call analytics
• Audio mining of recordings• Notifications and alerts
EVALUATE AND IMPROVE TEAM MEMBERSCentralized monitoring and reporting
• Monitor agents and queues from any location in real-time
• Monitor and record calls delivered to mobile devices
Comprehensive feature set
• Call recording• Silent monitoring and barge-in
Agent Management
• Agent scoring• Skills-based call routing• Flexible unavailable codes
N ex t i v a A n a l y t i c s
NEXTIVA ANALYTICS
• Gain unprecedented insight into business behavior.
• Create and customize: Reports, Analytics, Wallboards, Dashboards, and company-wide Gamification.
• Generate competitive advantages by empowering faster and more informed decision making.
NEXTIVA ANALYTICS
In-depth call type analysis
• Generate more specific reports by clicking on a call type.
• Change any graph to display calls or minutes.
NEXTIVA ANALYTICS
Your reports, your way
Custom reports allow users to create reports tailored to their business needs.
• Over 250 report templates with infinite customization.
• Create a graphical or table display.
• Mix and match users and call types to generate your perfect report.
• Save and schedule reports for hourly, daily, weekly, and monthly distribution.
NEXTIVA ANALYTICS
Wallboards
Display your business critical information with customized wallboards.
• Broadcast real-time information to empower agile decision-making.
• Drive unprecedented business transparency and awareness to stakeholders.
• Decrease reaction time to identify and resolve issues.
NEXTIVA ANALYTICSCompany-wide gamification
Create customized gamification screens that can be displayed on monitors and televisions throughout the office.
• Create competition among your employees or teams.
• Quickly compare employees or teams utilizing multiple business critical factors.
• 70% of employees consider themselves not to be engaged at work (Gallup).
• Organizations who deploy gamification can improve employee engagement by 48% (Aberdeen Group).
NEXTIVA ANALYTICSPeriod-over-period analysis
Gain an objective long-term view of your business performance.
• Evaluate your employees, campaigns, and initiatives for a clear understanding of business effectiveness.
• Measure long-term or short-term growth.
• Understand the unbiased performance of all business activities.
NEXTIVA ANALYTICS
Advanced Call Recording
• Nextiva Analytics can now be integrated with Advanced Call Recording
• Listen to recordings and send feedback
• Set up call rating and call rating reports
N ex t i v a C l a r i t y
NEXTIVA CLARITY
Overview
Nextiva Clarity is an enterprise-grade, cloud-based network firewall solution that combines centralized management with active real-time cyber security protection for improved network performance.
• View, analyze and receive alerts of any pending network or compliance issue
• Access all Nextiva Clarity network locations and manage them remotely with ease
Nextiva Amazing Service™
Email & SMS Alerts
Network Security
User Security
Cloud-Based
Easy Auto Provisioning
NEXTIVA CLARITYKey Benefits
• Be protected from cyber security threats
• Look back at auditing and change logs
• Easily track historic site speed tests and monitor bandwidth
• Fully automatic 2-way traffic prioritization & traffic shaping-QoS
• Review MOS scoring and low call quality email and SMS alerts
N ex t i v a D r i v e
NEXTIVA DRIVE
Overview
Nextiva Drive lets you take your business wherever it takes you. Drive is a complete, secure cloud storage and sync service designed just for businesses. You can edit, share, and backup your data from anywhere, on any device.
NEXTIVA DRIVEKey Features
• Secure Storage – Encrypted data transfer and storage in maximum-security data centers.
• User Access Controls – Administer multiple users in the same company or department.
• Automatic Backup – Schedule your own backup and sync, or let us do it automatically.
• No IT Required – We store your business securely in the cloud, not on your servers.
• Mobile Access – Regardless of where the file was created, access it on any device.
• Team Sync – Set permissions on common folders for everyone who needs access.
NEXTIVA DRIVE
Why use Nextiva Drive?
NEXTIVA DRIVE
How does Nextiva Drive compare?
N ex t i v a A d v a n c e d I V R
NEXTIVA ADVANCED IVR
Overview
Nextiva Advanced IVR gives you the ability to build a custom interactive voice response system. The capabilities range from a basic menu to an advanced voice portal that can check information and route calls based on stored or obtained data.
NEXTIVA ADVANCED IVR
Key Features• Create a custom IVR solution in minutes
• Pre-route calls by zip code, area code, account number, and more
• Proactively identify and verify callers via PIN, SSN, DOB, biometrics, and more
• Turn any call flow into an outbound campaign or survey dialer
• Gather customer input and store for future use or reporting
• Customize templates for customer surveys, appointment setters, and more
• Capture voice recordings in the cloud
NEXTIVA ADVANCED IVR
Queue Callback Waiters
Q-for-Me provides callers with the option to request a call back instead of waiting in the queue. The system holds the caller’s place in the queue (known as a waiter) until answered by an agent, who is then prompted to call the customer back.
• Reduce the likelihood of call abandonment
• Minimize amount of idle calls
• Customize, implement, and manage simply
N ex t i v a G o I n t e g ra t o r
NEXTIVA GO INTEGRATOR
Bridge the gap
With Nextiva Go Integrator, programs such as Outlook, Salesforce, and other CRMs can integrate with your Nextiva service with ease!
• Custom integrations available
• Combine your contacts and call histories
• Increase the productivity and collaboration of your phone system’s users
• Reduce the time involved in making and receiving large volumes of calls
CUSTOMER SNAPSHOT – STARTUP TO ENTERPRISETechnology Business Service Heath Care Restaurants
Retail Real Estate Legal Manufacturer
Customer Service Insurance MediaFinancial Service