Nextiva Pricing and Plans Guide: Review of All Products

Nextiva is a popular cloud communications and customer experience software provider with scalable solutions for businesses of any size. Nextiva offers two main products: a sales and customer experience management platform for SMBs, and an AI-powered omnichannel contact center for enterprises.

The all-in-one Customer Communications solution for small teams includes voice and digital communication channels, unified communications, team collaboration, and AI-powered workflow automation. The Enterprise Contact Center adds Nextiva AI, Nextiva WEM, advanced CX analytics, intelligent omnichannel routing, built-in CRM, and customer engagement tools.

This guide to Nextiva pricing and plans outlines how much Nextiva products cost, highlights their top features, and helps you pick the right solution for your team.

Nextiva Small Business Pricing 

Nextiva’s Small Business experience management platform offers 4 scalable plans from $20-$60/user/month with annual pricing and $25-$75/user/month with monthly pricing. As of this writing, no free trial is available. Add-ons include advanced CRM and API integrations, skills-based routing, AI call transcription, and automated call summaries.

Small Business Digital Plan ($20-$25/user/month) 

Best For: The Nextiva Digital Plan is best for digital-only startups that need live website chat, social media messaging, email, and basic online reputation management tools. The Digital Plan does not include voice calling, unified communications, team collaboration features, or workflow automation. It’s an affordable and highly scalable platform perfect for businesses with five or fewer employees trying out CX management software for the first time.

Nextiva Digital Plan Features: 

• CX Channels: Live website chat with automated prompts, email with a shared inbox, social messaging and management for 2 accounts, review management for 2 accounts

• Reputation Management: Social media management for two accounts (X, TikTok, Instagram, YouTube, LinkedIn, Facebook, etc.) and online review management for two accounts
• Unified Digital Inbox: Routes all conversations to a unified agent inbox and workspace
• Analytics: 1 basic reporting dashboard, 3 report types
• Customer Support: 24/7 customer support via chat, phone, and email, custom implementation support available for an additional fee
• Security: Geo-redundancy, SOC 2 compliance, ISO/IEC 27001 certification
• Integrations: Social media management for 2 accounts, review management for 2 ecommerce sites (Google Store, Amazon), review management for 2 app store accounts (Google Play Store, Apple iOS App Store)

Small Business Core Plan ($30-$35/user/month)

Best For: The Nextiva Core Plan is best for small call centers needing inbound/outbound voice calling, SMS texting, and a built-in unified communications platform with video conferencing and team chat. The Core Plan also gives users access to the NextivaONE mobile app, making it a great choice for remote or hybrid teams needing a flexible platform they can access anywhere.

The Nextiva Core Plan includes all Digital features plus:

• CX Channels: Includes inbound/outbound voice calling, live website chat, 100 monthly SMS messages per user, email, review management for 3 accounts, and social media messaging and management for 3 accounts. Virtual faxing is available as a paid add-on.

• Customer Experience: Includes agent-customer video calling with screen sharing. Toll-free numbers and customer-to-team SMS are available as paid add-ons.

• AI and Workflow Automation: Smart call routing and basic IVR, AI voicemail transcription

• User Access: Desktop softphone app, Nextiva mobile app for voice, SMS, and video

• Security: Single Sign-On (SSO), GDPR/PCI compliance

• Productivity: Unlimited voice calling, unlimited video calling, unlimited conference calls, team chat, contact management, and 5 reporting dashboards. Voice analytics and call recording are available as paid add-ons.

• Integrations: Social media and review management on 3 app store accounts, 3 online review sites, 3 ecommerce sites, and 3 social media platforms. Microsoft Teams, Salesforce, HubSpot, and Zendesk integrations are available as paid add-ons, but Outlook and Google Contacts integrations are included

Small Business Engage Plan ($40-$50/user/month)

Best For: The Nextiva Engage Plan is best for growing contact centers that need to leverage chatbots, advanced IVR, and workflow automation to manage increasing inbound contact volumes across voice and digital channels. The Engage Plan is a good option for teams using 5 or more social media platforms for both customer service and marketing, as well as businesses facing unexpectedly high inbound call volumes.

The Nextiva Engage Plan includes all Core features plus:

• CX Channels: 1 Toll-free number with 2,000 monthly toll-free minutes, website chatbots, 250 SMS messages/user/month, online faxing, inbound/outbound voice, live chat, email, social media messaging and management for 3 accounts, review management for 3 accounts
• Customer Experience: Customer-to-team SMS text messaging, group email inbox for 10 accounts
• AI and Workflow Automation: Adds inbound sales and service call center capabilities like call queuing, AI routing, call history, etc.
• Security: Adds HITRUST certification
• Productivity: Voice call and video meeting recording
• Analytics: Advanced real-time and historical voice analytics, wallboards and gamification, performance scorecards, 10 reporting templates, shareable reports
• Integrations: Includes Microsoft Teams integration and review/social media management for 10 online review site accounts, 10 app store accounts, 10 social media accounts, and 10 ecommerce review site accounts

Small Business Power Suite ($60-$75/user/month)

Best For: The Nextiva Power Suite is best for established medium-sized businesses that need to streamline online sales and customer service interactions into a unified team interface. These teams may not be quite ready to scale up to a full-fledged contact center, but they want the option to add on advanced automation tools like smart call routing and multi-level IVR.  It’s also a good fit for businesses ready to leverage advanced analytics and employee engagement tools to optimize the customer journey and improve agent performance.

The Nextiva Power Suite includes all Engage features plus:

• CX Channels: Inbound/outbound voice, 10,000 monthly toll-free minutes, unlimited SMS, live chat, chatbots, social media messaging and management for unlimited accounts, unlimited review management, unlimited group email, and virtual faxing
• AI and Workflow Automation: Includes advanced multi-level IVR (may incur additional charges). Intelligent routing, skills-based routing, call transcription, and AI call summaries/notes are available as paid add-ons.
• Analytics: Adds unlimited monthly reports
• Integrations: Includes social media management and messaging for unlimited accounts and unlimited ecommerce/online/app store review management. CRM and API integrations are available as paid add-ons.

Top Nextiva Small Business Features 

The best features available to Nextiva Small Business users are:

Voice Calling

Nextiva VoIP voice calling, available to Core and above Small Business users, offers unlimited HD calling in the United States, Canada, and Puerto Rico. Number porting is available, and the VoIP phone system has a 99.999% uptime.

Users can make/receive phone calls from desktop and mobile devices, access competitive toll-free and international calling rates, and leverage advanced call management features like:

• Voice Analytics: Custom and pre-built voice call reporting templates to monitor historical and live KPIs like call direction, call volume, average handle time, missed call ratio, and call logs
• Voicemail: AI voicemail transcriptions with real-time notifications, one-click SMS or callbacks, and voicemail-to-email
• IVR: Single and multi-level IVR/auto attendants with call flow design, custom greetings, business hour rules, ring groups, call forwarding, call transfer, call flip, call notes, Dial by Name and extension, sequential and simultaneous ringing, and smart call routing
• Call Recording: Automatic or on-demand one-click call recording, pause-resume recording, and recording announcements

Social Media Management

Nextiva’s social media management tool, included in all Small Business Plans, streamlines messages from popular platforms like X, Instagram, Facebook, LinkedIn, and YouTube (among others) in one unified inbox.

Additional social media management features include:

• Social Listening: Access competitor benchmarking, identify popular social media trends, and review analytics about your followers and engagement rates.
• Social Tagging: Admins can create and monitor specific tags, keywords, and content across multiple social media platforms
• Schedule Posts: Schedule and automatically publish posts across social platforms, set up auto-replies to social messages, and automate bulk outbound social messaging
• Social Media Customer Service: Receive real-time notifications about social media posts and reviews, send out customer surveys via social media, and automatically create/assign support tickets from social media messages. Team members can leverage inbox filtering tools and automated escalation matrixes to provide timely support to VIP customers

Reputation Management

All Nextiva Small Business users can access review monitoring and reputation management tools across 50+ online review sites, including Yelp, Google, Android/Apple App Stores, Amazon, and social media. All reviews are streamlined into a single interface for simplified management, and admins can enable real-time notifications for new reviews.

The Instant Response feature lets admins Configure automated instant responses to online reviews with basic personalization, or assign responses to available agents using intelligent routing.

Team Collaboration and Productivity Tools

Nextiva offers a variety of team collaboration and productivity features to Small Business Core users and above.

Top team collaboration tools include:

• Video Conferencing: Meet with up to 250 participants for an unlimited amount of team, record and store meetings for 90 days, schedule meetings, or meet instantly with one click video calling. In-meeting collaboration features include chat messaging, screen sharing, file sharing, remote desktop control, meeting co-hosts, social media live streaming, and integration with Outlook/Google calendar tools.
• Team Chat: Includes persistent 1:1 or group chat messaging for up to 30 users, public/private chat Rooms (channels), file sharing and co-editing, file storage, basic task management, user mentions, and favorite chats
• Audio Conferencing: One-click conference calls for up to 200 participants/unlimited call duration, HD audio, conference call passcodes, conference call recording
• Customer Screen Share: In addition to internal video meetings, agents can meet with customers via video call, share their screens/view a customer’s shared screen, record the call, and chat with customers in the sidebar during an active video call

Nextiva Small Business Pros and Cons

Nextiva Enterprise Pricing

The Nextiva Enterprise omnichannel contact center and CX platform offers 3 plans with flexible pricing options. Users can choose from usage-based pricing, concurrent pricing, or traditional per-user, per-month pricing. No free trial is available, and there are no paid add-ons.

Enterprise Essential Plan 

Best For: The Enterprise Essential Plan is best for large blended call centers needing advanced campaign management tools, outbound auto dialers, and dynamic scripting to shorten average handle times and increase conversions. It’s a great choice for teams that don’t connect with customers on digital channels, but need AI-powered workflow automation tools that reduce call wait times and enable 24/7 customer self-service via IVR.

Pricing: From $129/agent/month with per-user pricing, from $179 with concurrent pricing, from $0.018/agent/minute with usage-based pricing

Nextiva Enterprise Essential Plan Features:

• CX Channels: One channel (voice or digital) for inbound/outbound communication
• Customer Journey Management: Automated customer callback, intelligent and skills-based AI routing, process automation, dial-by-name auto attendant, proactive outbound notifications, simple bots, dynamic scripting, full API access, company directory
• Marketing Tools: Progressive, Predictive, and Quarterback outbound auto dialers, voicemail drop, list and campaign management, contact management
• Analytics and Reporting: QM voice recording, unified contact history with mini-CRM with call pops, real-time dashboards, voice/digital customer surveys, and AI transcription with usage-based fees.

Enterprise Profesional Plan

Best For: The Enterprise Professional Plan is best for omnichannel contact centers needing built-in agent performance monitoring and quality management tools to boost CSAT scores while decreasing agent turnover. It’s also a good fit for remote/hybrid contact centers that want to automate sales and support processes while leveraging advanced omnichannel bots for customer journey optimization.

Pricing: From $159/agent/month with per-user pricing, from $209 with concurrent pricing, from $0.020/agent/minute with usage-based pricing

Includes all Essential features plus:

• CX Channels: Omnichannel communication across voice, SMS, chat, email, social media messaging, and webforms with advanced bots
• Performance Monitoring and QM: Single screen recording, digital supervision with agent screen sharing/monitoring, live agent coaching
• Customer Journey Management: Complete customer journey context and omnichannel conversation history
• Security: Geographic disaster recovery, PCI secure payment agent assist

Enterprise Premium Plan

Best For: The Enterprise Premium Plan is best for global contact centers with a high daily contact volume across voice and digital channels. Enterprise Premium users rely on Conversational analytics to identify trends in agent and customer behavior, gaps in the customer experience, and problems with employee training and performance. These users also need to automate the agent scheduling process, leveraging forecasting and advanced WFM tools to ensure each shift is fully staffed with agents holding a variety of skill sets.

Pricing: From $199/agent/month with per-user pricing, from $239 with concurrent pricing, from $0.024/agent/minute with usage-based pricing

Includes all Professional features plus:

• WFM: Nextiva WEM+WFM features like workforce scheduling, call/digital interaction recording and analysis, performance management, quality monitoring, and workflow optimization with interaction detection, multiscreen recording
• Advanced CX Analytics: Nextiva AI speech and text analytics with sentiment analysis, speech-to-text transcription, Natural Language Understanding, language detection and translation, data loss prevention, AI topic classification, keyword monitoring, and predictive analytics

Top Nextiva Enterprise Features 

The best features available to Nextiva Enterprise users are:

Nextiva AI

Nextiva AI powers a variety of omnichannel workflow automations, self-service options, and customer journey management tools across all Enterprise plans.

AI-powered functionality includes:

• Customer Self-Service: Intelligent Virtual Agents (IVAs), IVR, and chatbots powered by Nextiva AI provide 24/7 customer self-service across all voice and digital channels. Self-service tools integrate with your internal knowledge base, evaluate customer sentiment and intent in real-time, and use GenAI to accurately respond to customer requests. IVAs automatically pull data from built-in and integrated CRM tools to provide personalized, context-aware interactions
• Agent Assist: Create your own internal knowledge base content or use GenAI to write, optimize, and organize knowledge base articles. Agent Assist pulls data from your knowledge base to provide in-conversation guidance and next-best-action suggestions to agents, increasing first contact resolution rates and customer service quality
• Automated Workflows: Create and edit omnichannel conversation paths using the drag-and-drop interaction design tool, leverage smart routing to connect customers to the best available agent, use GenAI to automatically create send customer follow-ups or marketing messages
• AI Transcription: Real-time call transcription and automated post-call summaries

Outbound Auto Dialing

Nextiva outbound autodialers, available to all Enterprise Plan holders, eliminate manual dialing for better customer engagement, increased conversions, shorter sales cycles, and more accurate lead qualification. Teams can integrate third-party lead lists directly into the Nextiva platform, identify and prioritize top leads, and use the voicemail drop feature to leave messages if callers don’t pick up.

Available dialing modes are:

• Quarterback Dialing: Helpful for maintaining TCPA compliance and a manageable dialing pace, quarterback dialing lets agents manually review and approve phone numbers before they’re placed in the outbound queue
• Predictive Dialing: Perfect for making a high volume of outbound calls without hiring more agents, predictive dialing automatically places the next call while the agent is finishing the current one, and only connects agents to live leads who are ready to talk
• Progressive Dialing: Ideal for personalized sales and service, progressive dialing lets agents review customer conversation histories, agent notes, and other CRM data before dialing

Conversational Analytics

Nextiva Conversational AI Analytics, available to Enterprise Premium Plan holders, uses machine learning and AI to track and analyze 100% of omnichannel customer interactions, call recordings/transcriptions, and online reviews.

Analytics include:

• • Sentiment Analysis: Classifies customer interactions as positive or negative, automatically routes customers to the best available agent accordingly,  uses emotion detection to monitor changes in CSAT scores
  • Trend Analysis: Identifies top customer conversation topics, keywords, and phrases, monitors fluctuations in conversation topic popularity over time
  • Marketing Analytics: Leverages customer intent monitoring to identify optimal upselling and cross-selling opportunities, monitors trends in customer spend per transaction, monitors sales conversion rates
  • CX Analytics: Identifies top reasons for customer churn/dissatisfaction, alerts admins/agents about at-risk customers

Nextiva WEM

Nextiva WEM and WFM, available to Enterprise Premium users, include extensive performance management features like real-time interaction monitoring, agent coaching, interaction recording, scheduling apps, and team collaboration tools.

Top WFM capabilities include:

• Team Collaboration: Built-in unified communications features like internal video meetings, file sharing and co-editing, a shared omnichannel inbox, call notes, and team chat messaging
• Performance Management: Admins can monitor live omnichannel interactions, review real-time agent scorecards, coach agents via chat messaging/call whisper, and barge in to take over when agents need help. Admins can customize SLA alerts for real-time KPIs like call queues, customer wait times, agent statuses, contact volumes, and more.
• Interaction Recording: Managers and admins can review omnichannel interaction recordings that record agent screens alongside voice/digital conversations for deeper performance insights
• Agent Engagement: Gamification for individual and team performance increases productivity, while custom performance scorecards with supervisor feedback boost agent performance. Agents can review their call recording transcripts or digital interaction histories to identify areas for improvement. They can also complete
• Workforce Management: Optimize schedules with forecasting algorithms, use intra-day management to adjust schedules in real-time, enable employee shift bidding, and monitor staffing and contact volume changes over time

Nextiva Enterprise Pros and Cons

Nextiva Business VoIP Hardware

Nextiva sells compatible hardware from Yealink, Cisco, Poly, and more. Users can continue to use existing hardware by integrating compatible devices with their Nextiva account.

Users can choose from desk phones, cordless phones, conference phones, adapters, and headsets.

VoIP Desk Phones

Nextiva offers over 15 desk phones from $130-$420 (rentals available for some models) with features like:

• Bluetooth and WiFi connectivity
• Color touch display with programmable keys
• USB and headset inputs
• Up to 24 phone lines with expansion module connectivity

Cordless VoIP Phones

Nextiva offers over 5 cordless VoIP phones from $90-$230 (rentals available for some models) with features like:

• Speakerphone
• Speed dialing
• Drop/moisture resistance
• Pairable repeaters
• NoiseBlock technology

VoIP Conference Phones

Nextiva offers 5 conference phones from $170-$900 (rentals available for some models) with features like:

• WiFi, USB, Bluetooth connectivity
• 14-foot vocal pickup range
• Noise reduction
• Color LED screen

Headsets

Nextiva offers over 15 headsets from $45-$420 (rental options unavailable) with features like:

• Ergonomic design for long-wear comfort
• Acoustic Shield Technology and background noise suppression
• Up to 350-foot ranges
• One-touch answer

Nextiva Small Business vs Enterprise: Which Should You Choose?

Nextiva Small Business is best for remote or hybrid teams of 100 or fewer agents needing an advanced business phone system with built-in unified communications tools. It’s also a good choice for digital-only businesses that want to leverage online reputation and social media management solutions for marketing and customer support. However, teams prioritizing scalability, true omnichannel communication, or extensive third-party integrations should seek Nextiva alternatives.

Nextiva Enterprise is best for global omnichannel contact centers with a high inbound contact volume across voice and digital channels. Enterprise users need to leverage AI and multi-step workflow automation capabilities to lower operating costs, shorten customer wait times, and improve agent performance. However, teams on a budget or those that need advanced forecasting and scheduling tools should consider alternative contact center platforms like Five9, RingCentral, or NICE CXone.

Nextiva Pricing FAQs

Below, we've answered the top Nextiva pricing FAQs.