Bring your agents, customers, communication channels, workflows, and AI together in one intelligent contact center.
Ingenium offers Nextiva’s AI-Powered Contact Center to help organizations deliver faster, more personalized customer experiences across voice and digital channels.
From intelligent routing and AI-assisted agents to automated self-service, journey orchestration, workforce management, and advanced analytics, Nextiva gives customer-facing teams the technology to serve more customers while making every interaction more effective.
Customers expect more than a phone number.
They want to communicate through the channel that’s most convenient for them, move between channels without starting over, and get answers without navigating unnecessary transfers, queues, or repetitive conversations.
At the same time, organizations are under pressure to improve customer experience while controlling operational costs and helping agents manage increasingly complex interactions.
Nextiva brings these requirements together through an AI-powered contact center built for inbound, outbound, and blended omnichannel engagement.
The right technology still requires the right people available at the right time.
Nextiva’s advanced contact-center capabilities include workforce management for forecasting and scheduling resources around anticipated workload, business hours, and seasonal or time-based demand.
Combined with AI, automation, routing, and analytics, workforce management can help organizations use contact-center resources more efficiently without compromising customer accessibility.
Build sophisticated inbound and outbound calling experiences with intelligent queues, skills-based routing, IVR, callbacks, call recording, and flexible call handling.
Engage customers through live chat, SMS, messaging applications, and other digital channels while giving agents a unified environment for managing conversations.
Bring customer email into the contact center, intelligently route messages, and allow agents to respond alongside interactions occurring through other channels.
Manage customer interactions across supported social networks and messaging services without forcing agents to operate across disconnected applications.
Allow conversations to move between channels while maintaining their history and context. Agents can see previous interactions instead of requiring customers to repeatedly explain why they’re contacting you.
Getting a customer to an agent isn’t enough.
They need to reach the right agent.
Nextiva supports intelligent and skills-based routing that can direct interactions according to factors such as agent capabilities and customer requirements. For outbound operations, organizations can use progressive, predictive, power, and blended dialing strategies depending on their requirements.
Inbound and outbound work can also be blended, allowing contact-center resources to be used more dynamically as demand changes.
The objective is a contact center that intelligently orchestrates work instead of simply placing customers into queues.
A customer interaction is rarely an isolated event.
A call may require a follow-up. A chat may become a support case. An unanswered question may need escalation. A customer may need an appointment, notification, payment request, or another interaction several days later.
Nextiva’s Journey Orchestration capabilities allow organizations to create automated customer and internal workflows using visual, code-free tools.
Automation can help connect the individual steps surrounding an interaction so that customer journeys continue even after the initial conversation ends.
Modern contact centers aren’t limited to answering incoming calls.
Nextiva supports outbound operations with multiple dialing modes, campaign management, scheduling, personalized interactions, and omnichannel workflows. Organizations can use outbound capabilities for sales, customer engagement, appointment reminders, service notifications, collections, surveys, and other proactive communications.
Agents can work across inbound and outbound interactions while organizations use automation and campaign controls to manage how and when customers are contacted.
Contact-center performance depends on more than call volume.
Supervisors need visibility into how agents communicate, whether processes are being followed, where coaching is needed, and how customer experiences change over time.
Nextiva provides capabilities including screen recording, supervisory tools, whisper coaching, AI-powered interaction analysis, and compliance scorecarding. Its generative-AI capabilities can assist with evaluating interactions at scale rather than relying exclusively on manual review.