Nextiva is a cloud-based all-in-one unified business communications platform, team collaboration tool, and customer service software.

Top products include Nextiva’s VoIP business phone system, Sales and Customer CRM tools, and advanced Analytics and Reporting.

This post provides a detailed look at available Nextiva products, specific features, pricing, and plans. It also breaks down the top pros and cons of Nextiva to help you decide if it’s the right fit for your business.

 

Nextiva Products

Nextiva offers foundational products to streamline business communication, team collaboration, and customer management.

All of these products operate within NextOS, Nextiva’s unified communications platform, and real-time, scalable workspace.

While a few of these products can be purchased individually/a la carte, the majority of them are available as a part of Nextiva’s bundled “Suites.”

 

Nextiva Business Phone Service

Nextiva interface

Nextiva’s Business telephone Service offers Voice Over Internet Protocol voice calling with advanced features like call forwarding, call screening, call routing, and the ability to send/receive unlimited messages from a desktop or mobile app.

Nextiva also offers free number porting, allowing users to keep any existing phone numbers while adding new United States local or toll-free numbers. Unlimited calling to the US and Canada, call recording, and voicemail to email and text capabilities are also available.

Agents are able to take calls from any device or even switch devices in the middle of a call if needed. Customizable priority alerts let customers know when their most important clients are on the line, giving them time to prepare for the call.

Admins may also customize extension numbers, use the push-to-talk feature, and anonymously reject and block calls from certain numbers.

Nextiva’s multi-level auto-attendant, makes call routing even easier, decreasing customer wait times and allowing team members to take calls from anywhere. To allow for better monitoring, each agent has their own status indicator and call presence settings.

Any number of users can bring their own device, make calls via softphone, rent desk and conference phones, or purchase new phone equipment from Nextiva.

Note that Nextiva’s VoIP phone system also allows for Hosted PBX and SIP Trunking.

 

Nextiva Video CallingNextiva video

Nextiva allows users to make and receive video calls with up to 200 participants. During these video calls, attendees and admins can share screens, participate in chat messaging, and share files.

Additional video calling features include:

  • 1-click video calls
  • Video meeting scheduling
  • Private and public chats
  • Live streaming
  • Meeting recording
  • Social media streaming
  • Meeting dial-in access
  • Remote desktop control
  • Personal meeting link
  • Meeting lock

 

Artificial Intelligence and IVR

One of the system’s best features is Caller AI, which integrates with Nextiva’s CRM platform to provide users with a complete customer profile that automatically pops up when that customer makes an incoming or outgoing call.

Caller AI shows customer experience status, order/account history, survey results, past support interactions, and the overall customer value.

Advanced IVR technology also provides Conversational AI, so callers can state the reason for their call and be immediately routed to the best agent or department to assist them. According to data on the Nextiva website, Conversational AI offers a 99% reduction in caller waiting time and improves customer satisfaction by 10 points.

Use cases for Advanced IVR and AI include:

  • Payment processing
  • Appointment booking
  • Insurance enrollment
  • Making hotel/restaurant reservations
  • Improved multi-lingual support

 

Additional Business Phone Features

Additional Business Phone features include:

  • Up to 10,000 toll-free minutes per month
  • Customizable hold music
  • Professionally recorded greetings/messages
  • Advanced call control
  • Caller ID
  • Call parking
  • Dial by name directory
  • Do not disturb
  • Unlimited online fax
  • Voicemail transcription
  • System status real-time alerts
  • Call history and log reports
  • Voice analytics

 

Business Phone Pricing and Plans

Nextiva offers three main Business Phone solution plans, which include a free trial. Business Phone systems can be purchased individually or as a part of the Business Communication Suite.

The below table reflects the pricing for the Business System only.

 

Features Basic Plan Pro Plan Enterprise Plane
Price From $20/month per user From $25/month per user From $30/month per user
Free Number Porting
Free Local/toll-free Numbers
Unlimited Calling
Call Recording X X
SMS Messaging X
Unlimited Conference Calls X
Voice Analytics X X

 

VoIP Call Center Solutions

Nextiva’s Cloud-Based VoIP Service Phone Call Center Solutions software is ideal for enterprise-grade contact centers that have an especially high call volume.

Top Nextiva features of their cloud based call center solution include:

  • Advanced call management
  • Queue management
  • Automated multichannel customer support
  • Customer self-service
  • IVR
  • Call recording
  • ACD
  • Call routing
  • Dashboard/reporting features

 

VoIP Call Center Solutions Nextiva Pricing and Plans

There are two available Call Center Nextiva plans, Pro and Enterprise.

Nextiva's VoIP Call Center Solutions Pricing

The Pro plan starts at $50/user per month, has no setup fees, and includes unlimited call queues and intelligent call distribution.

The Enterprise plan starts at $100/user per month, has no setup fees, and includes all Pro plan features plus queue management.

Additional information about pricing and plans can be found by contacting Nextiva directly, or by visiting Nextiva’s call center page.

 

Nextiva Analytics

Nextiva analytics

Nextiva offers one of the most robust reporting tools on the market by providing both small business intelligence and voice analytics platforms.

With Analytics, admins can create customized reports and dashboards filtered by call topic, customer location, agent, or even current call status.

Each Nextiva product, from Service CRM to live chat messaging, provides specific insights in the forms of charts, graphs, diagrams, and more.

Company-wide public performance statistics allow for gamification and agile decision-making and allow team members to focus on the most urgent issues at hand.

Analytics are also available regarding:

  • Average call duration
  • Number of calls per agent
  • Number of monthly sales per agent
  • Customer sentiment
  • Keyword analysis
  • Call ratings
  • Call distribution
  • Average toll-free talk talk
  • International talk time
  • Unique calls
  • Answered to missed call ratio

 

Nextiva Business VoIP Hardware

Users who do not wish to bring their own devices have several options when it comes to Nextiva business phones.

They can choose from popular top VoIP desktop phones, including Cisco phones, cordless, or conference phones, or use adapters.

 

VoIP Adapters

The Nextiva Fax Bridge ($150) connects existing standard office fax machines with Nextiva’s vFAX service. The Bridge connects the office Internet cable to the fax machine.

For $850, users can get the AudioCodes Mediant 500, which integrates Nextiva’s SIP trunking service with the PBX of your choice. This means users won’t have to purchase additional equipment to switch from PBX to IP-based communication.

 

Conference Phones

Users can choose from 6 available Nextiva conference phones, ranging in price from $195.00 to $1099.95.

These conference phones include features like:

  • NoiseBlock technology
  • 20-foot vocal pickup range
  • Bluetooth and USB connectivity
  • Speed dialing
  • Color LCD displays

 

Desk Phones

Nextiva offers 17 different desk phones, ranging in price from $74.99 to $349.95.

Desk phone features include:

  • Bluetooth/WiFi connectivity
  • USB inputs
  • Up to 16 phone lines
  • Headset input
  • Expansion module connectivity

 

Cordless Phones

Nextiva offers 4 cordless phone options ranging in price from $84.99 to $169.95.

Cordless phone features include:

  • Cordless headset connectivity
  • HD Voice
  • Up to 8 phone lines
  • Color LCD screen

 

Nextiva Service CRM

Nextiva-crm

Nextiva offers two main CRM platforms: Sales Pipeline CRM and Customer Service CRM.

Both are designed to integrate with the Nextiva Business Phone to provide instant information about customer history, current order or support status, and any additional customer files or notes.

 

Customer Service CRM

Nextiva’s Customer Service CRM tool provides omnichannel customer support, intelligent case routing, and workflow automation designed to speed up overall customer resolution time by 67%.

Users can import and export existing contacts and create unlimited additional customer and lead profiles.

These profiles contain account status, contact information, customer priority status, and an overall customer satisfaction rating based on survey responses.

The CRM also stores a complete interaction history from the past 30 days, so agents can review entire chat transcripts and specific case information to better assist customers. All agents have access to that customer history, meaning callers will not have to explain their issue over and over again when they speak to different agents.

Customers can contact support via chat, email, SMS messaging, phone, and best of all, social media. No matter which channel the customer communicates through, the CRM system allows agents to handle all customer service issues and inquiries within one platform.

Intelligent case routing ensures that each support ticket is sent to the right agent according to priority and time sensitivity, and an overview of the current agent workload prevents team members from getting overburdened and falling behind.

The Customer Service CRM also includes a self-service portal so customers can solve their own issues or get the information they need without contacting a representative.

Additional Customer Service CRM features include:

  • SLA Management
  • Custom reports and dashboards
  • Workflow automation
  • Email case routing
  • Case status
  • Email and account alerts/notifications
  • Customizable agent dashboards
  • Advanced customer survey features

 

Sales Pipeline CRM

Nextiva’s Sales Pipeline CRM makes it easier for sales team representatives to track and share valuable customer insights via the customer database.

To speed up the sales process, the CRM system offers productivity tools like click-to-call capabilities and automated follow-up. Like the Customer Service CRM, the Sales Pipeline CRM also offers omnichannel customer and lead engagement for sales teams, allowing representatives to close deals and upsell existing clients faster.

Users can easily create automated canned responses and macros, freeing up sales agents and giving customers instant answers to FAQs.

 

Additional CRM Features

In addition to the specific CRM tools mentioned above, the integrated CRM platforms within the CRM Suite include:

  • Automated actions triggered by customer rating threshold
  • Advanced customer journey mapping
  • Trend analysis
  • Wallboards to display current representative sales numbers to the entire sales team
  • Sentiment analysis
  • CRM user status (DND, active, away, etc.)
  • Live notifications regarding changes/actions in selected accounts
  • Data export to CSV files
  • Account linking
  • Custom form creation
  • File sharing
  • Calendar tools

360-degree customer insights show representatives exactly where prospects are located within the customizable sales pipeline, the products that are the most likely to interest them, and even the keywords they used to reach your company’s website.

Lives sales forecasting, automated renewals, and customer satisfaction scoring let reps know exactly the right way to approach a customer.

Additional features include:

  • Customer database search bar
  • Notes and file uploads
  • Email storage and call logs
  • Contact management
  • Custom fields
  • Call pop

 

CRM Plans and Pricing

While the majority of Nextiva customers purchase the CRM Suite, a more basic CRM software is available as a standalone product.

The three plans are outlined in the table below.

 

Features Basic Plan Pro Plan Enterprise Plan
Price From $10/user per month From $20/user per month From $30/user per month
Call Pop
Account History
Email, Notes, Call Logs
Case Study/Priority Management
Workflow Automation
Custom Reports X
Survey Templates and Analytics X
User/Team Reports  X

 

Live Chat Software

Nextiva chat

Nextiva’s Live Chat software allows for live, person-to-person customer communication by adding the customer service chatbot and standard chat widget to the company website.

This software creates a 24/7 digital help desk for external communication. It also includes internal chat messaging, so employees can get quick answers to urgent questions that don’t require a phone call.

Features like unlimited chat history provide instant access to customer communication history from their initial onboarding date to the present. This prevents customers from having to repeat valuable information and makes it easy for multiple support team members to assist the same customer if needed.

More serious customer inquiries can easily be converted into “Cases,” which means that phone and email customer support will also be available.

Customizable chat buttons allow for better branding, while the internal wiki feature makes it easy for agents to find the answers customers need. Chat shortcuts mean agents can provide those answers by typing a quick code instead of the same support message over and over again.

Live chat software is available as a part of the Customer Relationship Suite.

 

Customer SurveysNextiva survey

Nextiva’s Customer Survey software, available as a part of the Customer Relationship Suite, allows users to create custom rating systems and questions that provide a deeper understanding of overall customer experience.

These surveys also help companies learn about the specific products/services their target market is interested in, as well as the effectiveness of current marketing campaigns.

Internal surveys offer a look at employee satisfaction and simplify the event planning process.

Surveys can include polls, multiple-choice questions, star ratings, and long-form Q&A. Survey interfaces are completely customizable to allow for more consistent branding.

Best of all, admins can access live insights highlighted by survey results, and create custom reports to organize and analyze the data.

 

Business SMS Text MessagingNextiva SMS

Nextiva’s SMS messaging feature, available as a part of the Business Communication Suite, allows for live internal and external text messaging via a desktop computer or mobile device.

Users can send/receive unlimited text messages from local or toll-free business phone numbers, as opposed to texting clients on their personal phones.

SMS messaging also allows for automatic appointment reminder notifications and lets agents respond to customers who contact them while they’re on the phone with someone else.

 

Nextiva vFAXNextiva vfax

Nextiva vFAX is available as an individual product or as a part of the Business Communication Suite.

It allows users to send and receive secure electronic faxes on any device, including smartphones, tablets, desktop computers, or a standard fax machine. This means there’s no need to purchase new equipment to get faxing capabilities.

Users are able to keep their current numbers, and all faxes are stored in a secure portal for easy organization and access. This portal is protected by 256-bit SSL encryption.

There are three available vFAX plans, outlined in the table below.

Features Essential Plan Professional Plan HIPAA Compliant Plan
Price From $4.95/month From $12.95/month Price Unlisted
Pages per Month 500 1,000 Unlisted

 

Nextiva Suites

While it’s possible to purchase individual products a la carte, Nextiva also provides three bundled service suites combining their most popular products to provide solutions for specific business needs.

They are:

  • Business Communication Suite
  • Customer Relationship Suite
  • Team Collaboration Suite

 

Business Communication Suitenextiva communication suite

Nextiva’s Business Communication Suite provides customers with an all-in-one virtual phone system.

It is the company’s most popular suite, saving the average company about 60% on their phone bill.

It includes the following Nextiva products:

  • Business Phone Service
  • Sales and Service CRM tools
  • Live Chat
  • Customer Surveys
  • Nextiva Analytics

The below Business Communication Suite pricing table breaks down the additional features in each of the three plans. Users can be billed monthly or annually, with annual billing offering a 20% discount.

Features Essential Plan Professional Plan Enterprise Plan
Price From $19.95/user per month From $20.95/user per month From $27.95/user per month
Unlimited US/CA calling
Number porting
Free local/toll-free number
Monthly toll-free minutes 1,000 2,500 10,000
HD Voice and Video
Call forwarding, waiting, transfer, hold
Call queues  Add-on feature Add-on feature Add-on feature
Unlimited Virtual Fax
Caller AI Pops 100 250 Unlimited
Voicemail to text/email
Voicemail transcription 
Conference Call Participants 4 maximum 40 maximum Unlimited
Unlimited Video Calls X
Team Chat Messaging X
Screen Sharing X
Unlimited SMS X
Call Recording X
Salesforce, Hubspot, Zendesk Integrations X
Call History and Log Reports
Voice Analytics X

 

Customer Relationship Suitenextiva communication

The Customer Relationship Suite includes essential customer experience and management tools.

Unlike the Business Communication Suite above, the Customer Relationship suite is based on providing specific CRM features in three available plans as opposed to bundling specific products together.

The below table outlines the features and pricing structure of each plan, with monthly and annual billing plans available (annual billing includes a 20% discount.)

 

Features Essential Plan Professional Plan Enterprise Plan
Price From $15/month per user From $25/month per user From $35/month per user
Customer Sentiment Views 100/month 250/month Unlimited
Touchpoint/Interaction Alerts
Unlimited Customer Accounts and Workplaces
Customer Journey Segmentation X X
Email Customer Engagement
Voice Customer Engagement Add-on Add-on
Time and Event-Triggered Workflow Automation X Limited
Sales and Service Reports v
Lead Reports X
Custom Reports X X
Unlimited Teams
Outlook, Gmail, Quickbooks Integration
Single Sign-On
Lead/Pipeline Management
Product Catalogs
Kanban Sales View
Canned Response and Sales Notes
Sales Templates X
Custom Forms X 3 per month Unlimited
Case priority/statues
Interaction Inbox
Attachments
Case Form Surveys

 

Team Collaboration Suitenextiva collaboration

The Team Collaboration Suite is Nextiva’s only free plan, meaning it can be easily added onto the purchase of the above Suites.

It includes:

  • Unlimited chat messaging
  • Unlimited teams and guest users
  • HD video and voice
  • 15k message storage
  • Participant feedback and voting
  • Audio and video meetings
  • Screensharing
  • Task management
  • Team calendar
  • Agent directory

 

Nextiva Integrations

Because Nextiva is designed to serve as a replacement for the majority of business calling, CRM, and collaboration tools, it does not offer an especially high number of integrations.

However, it does integrate with widely-used business software, including:

  • Salesforce
  • QuickBooks
  • Zendesk
  • Okta
  • Google Calendar
  • GSuite
  • Microsoft Teams
  • HubSpot
  • ServiceNow
  • ConnectWise
  • NetSuite
  • Lotus Notes
  • Workbooks
  • Bullhorn
  • Oracle Sales Cloud

 

Security and Reliability

Nextiva provides 24/7 network monitoring in addition to physical security measures to protect its data centers, such as access control, security guards, and video recording.

Data centers have ISO/IEC 27001 security certification, SOC 2 and PCI Compliance, and its solutions are HITECH and HIPAA compliant.

Uninterruptible power sources and backup generators allow for Nextiva’s 99.999% uptime. Real-time status reports on Nextiva’s 8 points of presence are also available 24/7.

Call encryption is available on request, and Nextiva regularly conducts third-party audits and penetration testing. Security measures also include proactive fraud mitigation through account calling activity monitoring.

Nextiva also offers phone, email, and live chat customer support.

 

Nextiva Mobile App

Though Nextiva has both a Mac/iOS and Android mobile VoIP app, users must purchase the Nextiva app add-on or have Pro/Enterprise Business Communication Suite or Office Pro Plus/Enterprise licenses.

Users can switch from desktop to mobile at any time, and users can access their business and personal contacts within the app. Though the app does offer

The app offers many of the calling system features that the desktop version does, including:

  • Unlimited HD voice calls
  • Advanced voicemail management
  • Voice and video conferencing
  • Screen sharing
  • Custom caller ID
  • Call routing
  • Auto attendant
  • Instant messaging

This makes Nextiva an especially ideal UC platform for companies requiring remote work tools to connect a geographically dispersed workforce.

 

Nextiva User Experience

Nextiva cases

Nextiva boasts an impressive client list including Taco Bell, Stanley Steemer, the YMCA, and even the Conan O’Brien Show.

But do Nextiva’s claims that its tools are a good fit for businesses of any size and stage measure up?

Nextiva reviews from users consistently point to the following pros and cons of relying on Nextiva for your company’s unified communication and collaboration needs.

 

Pros

  • Superior customer service compared to other VoIP providers
  • Ease of use and intuitive NextOS interface
  • Robust mobile app
  • Reduces the number of communication/collaboration tools needed
  • The excellent audio call quality
  • Software training for Nextiva customers
  • Improved customer service and employee productivity
  • Detailed analytics provide new insights into roadblocks

 

Cons

  • Lengthy onboarding and training process
  • High cancellation fee
  • Lengthy, problematic contracts
  • Few integrations with other business tools/software
  • The high cost of premium features
  • Recordings stored for 30 days only
  • No photos with SMS texting

 

Is Nextiva Right For Your Business?

Nextiva is best for large corporations with a high daily call volume and a large number of employees across many locations.

It’s also ideal for companies of any size who want to streamline communications services into a single platform and interface.

Want to explore other phone systems before making your final decision as a business owner?

Our Enterprise VoIP comparison table shows how Nextiva stack up against other top service providers like RingCentral, Dialpad, and GoToConnect.