HOSTED CALL CENTER ADVANTAGE

• Financial Advantages – Minimal upfront costs and a “pay as you go” model, coupled with reduced maintenance fees and network costs.
• Flexible Work Options and Virtualization – Ease of provisioning and managing multi-site and remote agents using a single, central queue which routes calls to agents regardless of their physical location.
• Enhanced Operational Flexibility – The ability to rapidly scale up and down and handle unexpected or fluctuating call volume quickly, without disrupting or changing infrastructure.
• Access to Latest Technologies – Low risk and cost to access cutting edge features, e.g. video call centers.
• Business Continuity – With hosted architecture, calls are queued in Nextiva’s carrier-class network and can be re-routed to alternate locations in the case of service disruption.

KEY FEATURES

• Automatic Call Distribution (ACD)
  • Quickly route callers to the appropriate agent with the correct skills and in the right priority, using a flexible set of routing policies
• Queuing
  • Ensure that incoming callers never receive a busy signal or no answer, and are greeted with announcements and hold media (audio or video)
• Virtual Queues
  • Queues can include agents and that span multiple locations, allowing to work from anywhere
• Web-based Agent & Supervisor Desk Clients
  • Provide a next-generation look and feel for call center management and open up options for when, where and how users manage their customers, agents and queues
• Powerful Reporting Engine
  • Supervisors can monitor real-time queue and agent activity, as well as generate in-depth historical data and trends on queues and agents, allowing them to improve and ensure that calls are handled efficiently
• IVR/Auto Attendant
  • Guide callers through with self service applications, using voice or video prompts, to identify the appropriate queue or agent
• Greetings & Announcements
  • Entrance Greeting
  • Estimated Wait Time/Location
  • Configurable Comfort Message
  • Customize Music/Video on Hold

• Multiple Call Distribution Policies
  • Ordered, Circular, Uniform, Weighted and Simultaneous
• Inbound & Outbound ACD Calls
• Routing Options
  • Priority Queuing
  • Overflow time/size based
  • Bounced Call Handling
  • Stranded Call Handling
• Alternate Routing Policies
  • Night Service, Holiday Service
  • Forced Forwarding
• Mobile & Remote Agents
• Agent Tools
  • Whisper Message
  • Automatic State Transitions
  • Configurable Unavailable Codes
  • Disposition Codes
  • One-Click Call Escalation
• Supervisor Tools
  • Silent Monitoring/Barge-In
  • Real-Time Agent and Queue Monitoring
  • Queued Call Management

COMPARE HOSTED VOIP TO TRADITIONAL BUSINESS PHONE SERVICE

	Hosted VoIP	Analog/Traditional
Scalability	Essentially Unlimited	Typically, 1-10K Users Limited number of IP Phones
Multi-site Networking	Uniform Dialing Plans Full Feature Set Centralized Management	Hard-to-manage Dial Plans Limited Network Features Service Islands
Total Cost of Ownership	Lower Cost with Outsourcing	Higher Costs Overall: Staff & Support, Access (PRI vs. T1), Limited CPE Choices
Open and Standards	Open and 3rd Party CPE SIP-Based	Limited, Closed CPE Proprietary Content
Reliability, Resiliency, and Survival	Carrier-grade Platforms (typically well over 5 9’s) Cost borne by Service Provider Sun Solaris & IBM Linux mission-critical elements Robust IP networking, including geographic redundancy	Typically, 5 9’s only by complex, expensive methods Cost borne by Expertise Use of Windows and other less-hardened elements; Unix/Linux use growing. Software reliability and churn remain an issue
Technology Risk	Borne by Service Provider	Borne by Enterprise
Operations and Management	Centralized System Management Located at CO and/or Data Center Supports Multi-location and Multi-Tenant Usage	Separate Management Systems Located at Customer Site Typically Supports Single Site, Non-networked

CLIENT APPLICATIONS

Nextiva offers a suite of client applications that put the power of Hosted VoIP just a click away and keeps the service provider’s brand name on the user’s desktop.

• Nextiva Assistant-Enterprise Toolbar is a carrier-class, lightweight desktop communications management product for everyday users of Microsoft Outlook, Microsoft Internet Explorer, or Mozilla Firefox. Users can manage incoming and outgoing messages, maintain up-to-date connection information, and configure controls on calls and voice mail.
• Nextiva Receptionist is an attendant console for use by receptionists or telephone attendants who manage and screen inbound calls for enterprises.
• Nextiva Call Center Agent and Nextiva Call Center Supervisor are tightly integrated with the Nextiva Call Center service. All these elements combine to provide a Call Center solution, in which all the functionality is exposed through a compact and concise user interface.

 

NEXTIVA OFFICE PRO

NEXTIVA OFFICE ENTERPRISE

OPTIONAL ADD-ONS

Your business can further increase revenue with these optional enhanced features:

• Unified Communications – Integrate Nextiva Anywhere™ features with IT applications such as Email, Unified Messaging, Instant Messaging, and Document Sharing.
• Custom Ringback Tones – Play configurable personalized ringback tones based on the caller.
• Remote IP or Video Phones – Offer full or part-time telecommuters a plug-and-play voice or videophone that shares the number of their office phone.