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Agent Tooling

  • Generative AI knowledge base
  • Secure payment agent assist
  • Automated dispositioning

AI Use Cases

  • Language detection
  • Redaction in digital workitems
  • Transcription and summarization

Analytics

  • Reports with generic queries
  • Real-time dashboards
  • Widgets + customization

Architecture

  • Disaster recovery
  • No maintenance windows
  • CRM note API
  • REST APIs

Intelligent Routing

  • Situation & skill-based routing
  • Robust ACD Algorithms
  • In-queue sidebar

Journey Orchestration

  • Supervisory outreach to visitors
  • Workflow Engine
  • Bot-to-Agent-to-Bot journeys

Outbound Dialing

  • DID Number management
  • TCPA guardrails
  • Lead filtering

Platform

  • Extreme Vendor Reduction
  • Security Certifications
  • Nextiva Integration Universe
  • Compliant Hybrid Cloud

WEM Aspect

  • Monitoring and Coaching
  • Quality monitoring surveys
  • Workforce Scheduling

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  • API Integrations
  • Amazing Service
  • Conversational Analytics
  • Nextiva Network

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Nextiva Unified-CXM brings all customer interactions into one AI-powered platform for orchestrated customer journeys that acquire, retain, and grow customers.

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Nextiva Platform Library

73 platform capabilities

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  • Conversational Analytics
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