Nextiva is a cloud-based all-in-one unified business communications platform, team collaboration tool, and customer service software.
Their most popular product is their Business Communication platform, which comes in three scalable plans from $18.95/per user per month. Nextiva also offers four Contact Center plans and a host of compatible VoIP and digital communication hardware.
This article provides a detailed look at available Nextiva products right for large and small businesses. We’ll break down specific features, pricing, plans, and the top pros and cons of Nextiva to help you decide if it’s the right fit for your team.
Table of Contents
- Nextiva Business Communication
- Nextiva Contact Center
- Nextiva vFAX
- Nextiva Mobile App
- Nextiva Integrations
- Nextiva Business VoIP Hardware
- Nextiva Security And Reliability
- Nextiva User Experience
- Is Nextiva Right For You?
- Nextiva FAQs
Nextiva Business Communication is a unified communications solution that streamlines VoIP voice and video calling, team chat messaging and collaboration tools, CRM tools, and even third-party business software into one easy-to-use platform.
With plans for enterprise-level companies and small businesses/startups, this bundled suite of business tools relies on the NextOS platform to provide insight into every part of the customer journey, simplify sales and support requests, and improve internal communication.
Thanks to real-time omnichannel syncing, advanced live and historical analytics, and AI-powered automation, the Nextiva Business Communication solution boosts productivity, eliminates workflow bottlenecks, and offers a better overall customer experience.
Below, we’ll break down the most important aspects of Nextiva Business Communication.
Nextiva Business Communication Pricing
Nextiva offers three main Business Communication Suite plans: The Essential Plan from $18.95/user per month, the Professional Plan from $22.95/user per month, and the Enterprise Plan from $32.95/user per month.
While only the Essential Plan includes a 7-day free trial, the Professional and Enterprise plans offer free demos upon request.
The below image shows annual pricing for up to 99 users.
Month-to-month pricing is also available. For up to 99 users when paid monthly, the Essentials Plan costs $25.95/user per month, the Professional Plan costs $30.95/user per month, and the Enterprise Plan costs $40.95/user per month.
The Essential Plan is primarily focused on VoIP business phone service, offering unlimited voice calling in the U.S. and Canada, unlimited faxing, 1 toll-free phone number, and 1,500 toll-free minutes.
The Professional and Enterprise Plans offer digital communication channels in addition to voice calling, including unlimited video conferencing for (respectively) up to 250 and unlimited participants, team chat messaging SMS and MMS messaging, and many other collaboration functions, providing employee teams with internal communication infrastructure. Respectively, the Professional Plan and the Enterprise Plan offer 3,000 and 12,500 monthly toll-free minutes.
Note that while the Essentials Plan does provide access to basic team chat and collaboration functionalities via Cospace, it lacks key features like unlimited conference calls, text messaging, CRM integrations, team presence, multi-level IVR, and collaboration of any kind within the Nextiva App. Additionally, the Essentials Plan allows for peer-to-peer video calls only, meaning teams with robust video communication needs must upgrade to the more expensive plans. As of this writing, voicemail transcription, and video+call recording are available only on the Enterprise Plan.
Many businesses won’t find the Essentials Plan actually offers all the “essential” features they need – requiring them to purchase Professional or Enterprise Plans instead.
However, the real upside is that all Nextiva plans offer 24/7 email, chat, and phone support – as well as a 99.999% guaranteed uptime.
Features in Nextiva Business Communication Plans
Below, we’ll outline some of the key features included in Nextiva’s Business Communication Plans.
Nextiva VoIP Voice Calling
Nextiva Voice, a cloud-based VoIP virtual phone system, boasts the following capabilities:
- Call forwarding
- Call screening
- Call routing
- Call recording
- Auto-attendant voice menu, with routing
Nextiva also offers free number porting, allowing users to keep any existing phone numbers while adding new local, long-distance, or toll-free numbers, with unlimited calling to the US and Canada.
- An incoming call within the Nextiva interface is shown on the bottom right
Agents can take calls from any device and switch devices in the middle of a call. Customizable priority alerts let agents know when their most important clients are on the line, giving them time to prepare for the call.
With one-click conference calling, dial in from any device (even landline) for VoIP multi-participant calls, with unlimited HD audio, optional set passcodes for security, call recording options, and up to 200 participants.
Users can bring their own devices, make calls via softphone, rent desk phones and conference phones, or purchase new phone equipment from Nextiva. Nextiva typically has free phone offers as well, so be sure to ask the rep for any available promotions.
Additional Business Phone features include:
- 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 and virtual voicemail
- System status real-time alerts
- Call history and log reports
- Voice analytics
Nextiva Voice Calling is included with every Nextiva business communication plan.
Nextiva Video Calling and Conferencing
Nextiva’s Enterprise and Professional plans allow users to make and receive video calls with up to 250 participants. During these HD video calls, attendees and admins can share screens, participate in private or group chat messaging, and share files.
Additional video-calling features include:
- Live streaming and webinars
- 1-click video calls
- Video meeting scheduling
- Private and public chats
- Meeting recording
- Social media streaming
- Meeting dial-in access
- Remote desktop control
- Personal meeting link
- Meeting lock
Video calling and conferencing are only available only the Professional and Enterprise business communication plans, and the Enterprise plan also provides video recording.
Live Chat Software
This software creates a 24/7 digital help desk for instantaneous external or internal communication.
Unlimited chat history provides instant access to customer communication records from their initial onboarding date to the present, preventing customers from having to repeat valuable themselves and simplifying the support process as a whole.
Nextiva live chat software also includes the following features:
- Easily convert chats to “cases,” enabling phone and email support
- Customizable chat buttons to strengthen branding
- Searchable internal wiki, with type-ahead shortcuts, so agents can quickly find answers for customer queries
Business SMS Text Messaging
Nextiva’s SMS messaging feature allows for live internal and external text messaging via a desktop computer or mobile device.
Users can send/receive unlimited text messages to individual or large groups of customers, from local or toll-free business phone numbers, as opposed to texting clients on their personal phones. Even remote employees can use the company’s local number.
SMS messaging lets agents discreetly respond to customers who contact them while they’re on the phone with someone else, with a one-click text.
Agents can send SMS from the Nextiva App or the platform, and can utilize texts to do the following:
- Announce sales and promotions
- Send reminders or confirmations
- Build rapport with customers and seek feedback.
Internal SMS text messaging is available as part of the Professional and Enterprise business communication plans.
Nextiva CRM for Sales and Customer Service
Nextiva’s CRM tool provides omnichannel customer support, sales support, intelligent case routing, and workflow automation designed to improve all aspects of customer experience, from improved first call resolution to increased lead conversion.
Agents are provided with customer information, extracted from all communication channels and updated in real-time for full-company synchronized visibility, with the Call Pop feature indicating crucial caller details on an agent’s screen upon customer contact.
Tracked customer information includes:
- Account status
- Contact information
- Customer priority status
- Customer satisfaction (with history)
- Complete interaction history
- Case status
- Chat transcripts
- Specific case information
Customers can contact support through any channel–chat, email, SMS messaging, phone, or social media–and the CRM system extracts and organizes all information in one platform for agents.
From a sales perspective, Nextiva CRM makes it easy for agents to monitor and support leads through the sales pipeline, with a visualized sales pipeline organizing all leads’ status along their sales journey. Customizable wallboards display select sales numbers and statistics for the whole team to use for motivation.
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.
Additional sales-relevant features in Nextiva CRM:
- CRM user status (DND, active, away, etc.)
- Live notifications for changes in selected accounts
- Account linking
- Data export to CSV files
- Customer database search bar
- Customizable agent dashboards and reports
Nextiva’s CRM features begin with the Professional plan, and Enterprise includes the most advanced capabilities.
Artificial Intelligence, Automation, and IVR
Within CRM, Nextiva provides agents with a host of AI tools and insights to support customer interactions. Customer experience scores and automatic Natural Language Technology (NLT) conversation analysis inform smart recommendations to help agents know what to say or do in tricky situations.
To expedite agent customer-service workflow, the Nextiva CRM system provides automated, self-service, and AI-enhanced tools:
- Intelligent case routing–sorted by priority, time sensitivity, and agent workload
- Automated customer surveys, reminders, and notifications
- Automatic lead follow-up emails, using pre-made templates
- Automatic customer check-ins, based on sentiment
- Workflow automation
- One-click answering for agents
- SLA management
- Easy ticket reassignment
- Automated actions based on customer rating threshold
- Sentiment and trend analysis
Nextiva’s Automated Intelligence monitors customer sentiment scores and responds with an automated, trigger-based action, such as sending a discounted deal or notifying a manager.
Analytics identify agents’ performance metrics and skills, allowing a sales team to capitalize on agent specialties, and teams from around the company can seamlessly reach out to each other to support team deals.
Use cases for Advanced IVR and AI include:
- IVR Payment processing
- Appointment booking
- Insurance enrollment
- Making hotel/restaurant reservations
- Improved multi-lingual support
- Intelligent Virtual Assistants (IVAs)
Nextiva’s AI and automation features begin with the Professional plan and expand with the Enterprise plan, but you can add individual automation features for a customized price.
Nextiva offers one of the most robust call reporting platforms on the market by providing business intelligence, agent efficiency, caller satisfaction, and voice analytics.
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 tools to team collaboration, provides specific insights in the forms of charts, graphs, diagrams, and more.
Company-wide public performance statistics allow for gamification and agile decision-making, allowing team members to focus on the most urgent tickets at hand. Additionally, customized wallboards display real-time statistics for the group and agents you choose.
Nextiva also provides the following analytics:
- 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
- International talk time
- Unique calls
- Answered to missed call ratio
Nextiva Analytics comes with each business communication plan, but the Enterprise plan features the most advanced analytics. Individual tools and solutions are available as add-ons to any plan.
Nextiva Cospace Collaboration Workspace
Cospace, Nextiva’s employee-collaboration virtual workspace known previously as the Team Collaboration Suite, keeps your company connected even in a remote environment, with communication, documentation, and tasks all in one workspace for employees.
Within the Cospace work interface, employees can make calls, chat, trasnfer files, and more.
Cospace is included with all Nextiva business communication plans, and all Nextiva Business Communciation plans include the below Cospace features:
- Participant Feedback and Voting
- Secure one-on-one HD Audio and HD Video Meetings
- Task Management
- Team Calendar
- Unlimited Internal Teams
- Persistent Chat
- Screen Sharing
- Meeting Scheduling
Professional Plan users can meet with up to 250 participants in Cospace, while Enterprise Plan users also enjoy Single-Sign-On (SSO) and video meeting recordings.
Nextiva’s Contact Center platform software is ideal for enterprise-grade contact centers that have an especially high call volume, but also need high-level omnichannel communication channels.
In other words, they no longer want to exist as simply “call centers.” Instead, goal is to provide a consistent, intelligent cross-channel experience for both customers and agents of inbound and outbound contact centers.
Nextiva Contact Center software allows for integration with add-on features, such as CRM, virtual agent, performance dashboards, workforce management, and analytics. Below, we’ll take a look at the most important aspects of the Nextiva Contact Center platform.
Nextiva Contact Center Pricing and Plans
Separate from business communication plans, Nextiva’s four Contact Center license plans provide omnichannel customer support for agents.
Purchasing a contact center plan requires that you also purchase a business communication plan, because the business communication plan features provide the functionality to support the contact center license and tool.
As shown in the below image, Nextiva Contact Center pricing is based on individually-determined number of users and add-ons. Therefore, Nextiva does not provide general pricing information for contact center plans.
Our conversation with Nextiva support found that Contact Center plans usually range from $50/user/mo to $120/user/month, do not have setup fees, and include unlimited call queues and intelligent call distribution.
The Optimum contact center plan starts at $100/user per month, has no setup fees, and includes all premium plan features plus queue management.
Additional information about pricing and plans can be found by contacting Nextiva directly.
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 mobile phones, 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|
The Nextiva Mobile App provides VoIP calling (as a softphone), live chat, video calling and conferencing, and text messaging for iOS and Android users.
The mobile app available to any Business Communication or Contact Center user, and while the mobile app doesn’t have the same breadth of capabilities as the desktop app, the mobile app still supports many agent collaboration tools and customer-facing tools.
Agents can communicate with each other using chat, voice, or video, and can easily create and join rooms for collaboration. Users can switch seamlessly to and from desktop and mobile and can easily transfer calls to conference calls or internal contacts.
Essentially a contact center in the palm of your hand, the mobile app offers many of the calling 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
- Instant messaging
- Local and toll-free numbers
Nextiva integration capabilities increase with each higher-paid business communication plan. In the table below, we’ve organized the Nextiva integrations.
|Microsoft Dynamics 365||✓||✓|
|Salesforce Lightning UI||✓|
|Salesforce Service Cloud||✓|
|Oracle Sales Cloud||✓|
Users who do not wish to bring their own devices have several options when it comes to Nextiva business phones.
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.
Users can choose from 5 available Nextiva conference phones, ranging in price from $195.00 to $584.00.
Conference phone features include:
- NoiseBlock technology
- 20-foot vocal pickup range
- Bluetooth and USB connectivity
- Speed dialing
- Color LCD displays
Nextiva offers 17 different desk phones, ranging in price from $74.99 to $379.00.
Desk phone features include:
- Bluetooth/WiFi connectivity
- USB inputs
- Up to 16 phone lines
- Headset input
- Expansion module connectivity
Nextiva offers 5 cordless phone options ranging in price from $84.99 to $205.00.
Cordless phone features include:
- Cordless headset connectivity
- HD Voice
- Up to 8 phone lines
- Color LCD screen
- Water resistance
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.
Phone 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 boasts an impressive client list including Taco Bell, Pac12, Amazon, Stanley Steemer, the YMCA, and even the Conan O’Brien Show.
But do Nextiva’s claims measure up?
Nextiva reviews from users consistently point to the following pros and cons of relying on Nextiva for your unified communication and collaboration business needs.
|What users like about Nextiva||What users dislike about Nextiva|
|Superior customer service compared to other VoIP service||Lengthy onboarding and training process|
|Ease of use and intuitive NextOS interface||High cancellation fee|
|Robust mobile app||Lengthy, problematic contracts|
|Reduces the number of communication/collaboration tools needed||Few integrations with other business tools/software|
|The excellent audio call quality||The high cost of premium features|
|Software training for Nextiva customers||Recordings stored for 30 days only|
|Improved customer service and employee productivity||No photos with SMS texting|
|Detailed analytics provide new insights into roadblocks|
Nextiva offers a large number of internal and external communications, making them a great fit for large companies with remote agents spread out in different offices.
Their customizable add-on options make them a great fit for companies that already have a basic contact center but would like to improve communication at every part of the customer journey.
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 business phone systems before making your final decision as a business owner?
Below, we’ve compiled a list of some of the most common questions about Nextiva pricing and plans.
Several hard phones from top providers will work with Nextiva, including:
Click here for more detailed information on how to connect phones from other providers to your Nextiva system.
Nextiva considers a single user who can make and receive calls to be the equivalent of one phone line. So, within the Nextiva system, you’ll need to purchase a separate phone line for every team member that needs to use Nextiva services.
Nextiva can manage up to 525 simultaneous calls in a single queue.
For standard quality calls, you’ll need a broadband speed of about 90 Kbps. To ensure you have HD calls, you’ll need a broadband speed of 200 Kbps for downloads and uploads. For high-quality calls on mobile devices, you’ll need at least the connection speed of a 3G signal, though 4G LTE is preferable.
Designing your call flow is one of the most complicated parts of setting up your Nextiva account.
Click here to access a detailed guide, along with a video tutorial, on how to design your auto attendant feature.
Nextiva's status page provides real-time updates about the current status of all its software. Users can also subscribe to updates to receive automatic alerts any time the Nextiva system goes down.