Workforce Optimization (WFO)
Nextiva Workforce Optimization provides contact center managers with the tools to manage agent performance, schedule efficiency, and interaction quality — including call recording, screen recording, quality management scorecards, coaching workflows, and performance analytics. WFO is built into the Nextiva Contact Center platform rather than requiring a third-party integration, giving supervisors a single environment for monitoring, evaluating, and coaching agents alongside live call management.
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NextivaONE (UCaaS — Voice, Text, Video, Messaging)
NextivaONE is the all-in-one business communications app — combining voice calls, business SMS/text, HD video meetings, voicemail, and team messaging in a single desktop and mobile application. Employees use one app for all business communication rather than separate tools for phone, video, and chat. Includes auto-attendants, call routing, hunt groups, call recording, voicemail-to-email, and conference bridges — all managed from the Nextiva admin portal. No on-site hardware required; deploys on existing computers and mobile devices.
Nextiva Contact Center (CCaaS with NextIQ AI)
Nextiva Contact Center is the CCaaS layer — providing inbound and outbound voice, digital channels (chat, email, SMS, social), omnichannel routing, IVR, call recording, and workforce optimization. The contact center is integrated with NextivaONE so agents and non-agent employees share the same platform, directory, and admin console. NextIQ AI enhances every agent interaction with real-time assist, automated post-call summaries, and AI-powered routing — reducing handle time and improving resolution rates.
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