Nextiva combines a business VoIP phone system, video conferencing, and team chat into one software application called NextivaONE. With an easy-to-use dashboard available on desktop and mobile, the NextivaONE app streamlines internal and customer-facing business communications.
In this article, we provide a complete overview of the Nextiva app, including pricing, features, integrations, pros, and cons.
What is NextivaONE?
NextivaONE is Nextiva’s business communications app that unifies internal collaboration tools with VoIP calling, team messaging, SMS texting, and video conferencing. A software tool available on desktop, mobile phone, or browser, NextivaONE supports internal and external-facing communication channels and virtual features.
The app includes custom routing, engaging video features for unlimited participants, voicemail, contact management, built-in calendaring, and 19 integrations with popular applications.
NextivaONE Pricing and Plans
Nextiva offers three pricing plans, starting from $15 to $75 per user per month with annual billing. Each plan includes unlimited calling inside the US and Canada.
- Core ($15/user monthly with annual billing): Nextiva desktop app and mobile app, a local number, 100 SMS messages per user, unlimited video meetings for up to 250 participants, team chat with file sharing, contact notes and management, auto attendant with call menus, voicemail transcription, voicemail-to-email forwarding, call logs
- Engage ($25/user monthly with annual billing): Adds a toll-free number with 2,000 monthly toll-free minutes, 500 monthly SMS per user, live website chat and chatbots, online fax, call and video recording, and Microsoft Teams integration
- Scale ($75/user monthly with annual billing): Adds unlimited SMS per user, 10,000 monthly toll-free minutes, AI call transcription with call summaries, skills-based routing, and unlimited social media and review site accounts
NextivaONE Features
- User interface
- Phone system
- AI Transcription and Summaries (Scale plan only)
- Team messaging and SMS
- Video conferencing
- Productivity
- Add-ons
User Interface
The NextivaONE app’s user interface organizes communication channels, calendars, and contact information into one interface on a mobile or desktop application. Whenever an agent takes a call, checks their voicemail, or clicks into a team room, the conversation or call controls take the center screen for intuitive use.
Multichannel functionality and contact management are available within a few clicks in the left-hand and right-hand menus, which provide ping notifications for agents to view all new activity.
Left-hand menu:
- All communications: A multichannel inbox that organizes all of an agent’s communications across channels
- Calls: A call log with inbound and outbound calls
- Messaging: An agent’s text messages, 1:1 chats with customers and teammates, and team chat rooms
- Emails: Email history from customers or teammates, with the option for response directly within the app
- Meetings: Create, join, and schedule video meetings
- Team collaboration: A list of teammate contacts, including favorites, recent conversations, and active team rooms. Each teammate indicates their availability, and each conversation updates with notification pings.
Right-hand menu:
- Contacts: View information and notes for all contacts, including contact details, recent insights and sentiment scores, survey feedback, and other information pulled from your CRM
- Files: Sort through and share files, images, and audio recordings
- Tasks: Check your to-do list, or assign action items and deadlines to other users
- Calendars: View scheduled meetings or create a meeting right within the right-hand menu. Set the date, and recurrence, and invite users.
NextivaONE Phone System
The NextivaONE app has a built-in VoIP phone system with routing features, voicemail, conference calls, and call logs. All plans support unlimited calling within the US and Canada, with per-minute international calling. The business phone system can support unified communications or basic call centers.
NextivaONE plans include the following voice features:
- Local and toll-free numbers: Each plan includes one local or toll-free number, and users can purchase additional toll-free or local DID numbers from area codes in all 50 US States
- Number porting: Your company can port in your pre-existing business phone numbers for free
- Toll-free minutes: Each Nextiva plan includes a bundle of toll-free minutes for the account to share each month. The Essential plan supports 1500, the Professional supports 3000, and the Enterprise plan supports 12,500 monthly toll-free minutes per account.
- Calls tab and call logs: Agents can view their inbound and outbound history in the left-hand menu Calls tab. Sort call history by date, user, or call type, with one-click options to call back any contact.
- Voicemail: Each number has a virtual voicemail log, which includes new-activity notifications, voicemail audio, and caller information. All plans include automated voicemail-to-email forwarding, while voicemail-to-SMS is only included with the Professional and Enterprise plans. Voicemail transcription only comes with the Enterprise plan.
- Conference calls: Nextiva’s Essential plan does not support conference calls. However, the Professional plan supports 40-participant calls and the Enterprise plan supports unlimited conference-call participants.
- Auto attendant: Create a self-service greeting and menu system that shares announcements and helps callers route themselves to the agent or ring group best suited to help them. The Essential plan supports a basic auto attendant while the Professional and Enterprise plans include a multi-level auto attendant with submenus.
- Call groups: Link phone numbers together to share inbound call responsibility. Customize how ring group numbers receive calls–custom order, round robin, or simultaneously until someone answers.
- Call controls: Call forwarding, call transfer, caller ID, call parking, call hold with hold music
- Call notes: Create notes for each call or voicemail, which teammates can view when they click on the call. This helps organize collaboration for remote teams.
AI Transcription and Summaries
Nextiva's AI transcription and summaries automatically capture call conversations, giving teams a searchable record of customer requests, decisions, promises, and next steps. Instead of taking notes during calls or replaying recordings afterward, users can review the transcript and AI-generated summary within the same conversation thread.
AI Transcription and Summary Features:
- Call transcription: Transcribe supported 1:1 calls, conference calls, transferred calls, and call group conversations
- AI call summaries: Generate summaries that highlight key details, decisions, customer requests, and next steps from each call
- Transcription controls: Choose whether transcription stays always on, starts on demand, requires the user to initiate it, pauses during a call, or remains off
- Shared transcription minutes: Each licensed user includes 2,000 call transcription minutes, which Nextiva pools across the company instead of setting individual user limits
- Search: Search transcripts and summaries to find customer requests, decisions, promises, and follow-up items without replaying calls
- Reporting: Track transcription volume, call duration, and usage by person or team, with options to export reporting
- Security: Nextiva encrypts transcripts and summaries and limits access to users with the appropriate permissions
Team Messaging, Email, and SMS
The NextivaONE app supports internal team messaging, customer-facing chat, email, and SMS texting within the US. Agents can live chat with customers, send 1:1 chat messages to teammates, and create up to 3 concurrent team collaboration rooms.
NextivaONE Team Messaging Features:
- Team collaboration rooms: Create 3 concurrent rooms where departments or teams can message, create threads, and share files. Organize files into folders or jump into conference calls and video meetings with one-click buttons.
- Task management: Team rooms support task-management features including to-do lists, assignees, and deadlines
- 1:1 messaging: Participate in an unlimited number of 1-on-1 chat messaging conversations with teammates, where users can share files
- Email: The left-hand column’s Email tab lets users manage and respond to emails directly in the NextivaONE app
- SMS: Send and receive texts and Whatsapp messages right from Nextiva. Core and Engage include unlimited texting through the Productivity add-on at no additional cost for the first month, giving businesses time to evaluate their messaging needs. After that introductory month, Core includes 100 messages per user per month, and Engage includes 500; businesses can add an SMS package sized to their usage. Scale includes unlimited SMS. The first-month Productivity add-on also unlocks unlimited file storage.
Video Conferencing
Nextiva includes built-in video conferencing that supports up to 250 participants on every plan, with 25 simultaneous onscreen video streams. Meetings are not capped at a fixed length, and Core, Engage, and Scale all include the same video meeting capacity. Schedule meetings and invite participants right within the app, and access digital collaboration features during video calls.
Video Conferencing Features:
- Built-in calendaring: Create and schedule meetings within the app, and invite users. Sync meeting calendars with Google Workspace and Microsoft Outlook.
- Easy invites and accessibility: Generate one-click invite links that you can email or text to participants. Participants can join meetings from any device, without needing to download anything.
- Recording: Record video conferences on all plans
- Screen sharing: Any user can share their screen during video meetings
- Chat and file sharing: Participants can chat and share files during video conferences
- Live streaming and webinars: Stream Nextiva video to third-party apps like YouTube and Facebook live for webinars and live streams
Productivity
The Nextiva dashboard enhances team productivity with contact management, shared call notes, and team presence features that help agents collaborate to handle inbound calls.
Productivity Features:
- In-depth contact profiles: Each contact has a profile with an image, contact information, and CRM info such as recent sentiment scores and survey results. Import contacts from a CRM or other database.
- Notes on contacts and calls: Team members can leave notes on contact profiles or calls themselves, communicating with future agents who click on the contact
- Team presence availability: Each team member’s profile has a green or red light indicating availability and presence, letting other teammates know when they’re available for meetings, messaging, and call transfers
Add-Ons
The service also connects with several Nextiva software add-ons and plugins at an additional cost. This added software integrates into the Nextiva platform for a seamless and omnichannel agent experience.
Nextiva Add-Ons:
- XBert AI receptionist
- Customer experience
- Contact center
XBert AI receptionist
XBert AI is Nextiva's AI employee and customer service assistant. It handles routine customer conversations across phone, SMS, and web chat, including answering questions, qualifying leads, booking appointments, and routing requests to the right person.
XBert AI Receptionist Features:
- 24/7 call answering: Answer inbound calls around the clock, greet callers, identify intent, and route requests to the right team
- Lead qualification: Ask questions, capture lead details, qualify opportunities, and book next steps for sales teams
- Appointment scheduling: Check availability, book or reschedule appointments, send confirmations, and support calendar integrations
- Automated customer support: Answer FAQs, handle routine account or service requests, and resolve approved issues without requiring an agent
- Omnichannel conversations: Communicate with customers across voice, SMS, and web chat from the same AI assistant
- Business-specific knowledge: Train XBert on your services, policies, FAQs, business hours, and workflows so responses reflect your company instead of generic AI answers
- Custom guardrails: Control what XBert can handle on its own, what actions it cannot take, and when it should transfer a conversation to your team
- Human handoff: Escalate complex or sensitive requests to an employee while passing along the conversation context, so customers do not have to repeat themselves
- Recordings and transcripts: Review recorded and transcribed conversations to see how XBert handled each interaction
Customer Experience
Nextiva’s Customer Experience add-on bundles automations and analytics to streamline customer service and provide insights about the customer journey and customer experience.
Customer Experience Features:
- Automated surveys: Automatically email or text follow-up messages and surveys after interactions, using the results to strengthen customer profiles and drive business decisions
- Call Pop: Upon inbound calls, Call Pop automatically delivers a pop-up on the agent’s screen portraying critical information about the customer
- Journey and sentiment: Track customer journeys and sentiment scores across your website and interactions with your company, using this information to strengthen each customer’s profile
- Call analytics: While NextivaONE just includes call logs, the Call Analytics add-on offers historical and real-time metrics and KPIs about agent activity and channel usage. Track inbound vs. outbound call volume by the day or month, monitor agent activity, and more. All insights are customizable by location, user, and historical timeframe.
Since these plugins have distinct and separate costs, contact Nextiva for an add-on quote.
NextivaONE Integrations
Nextiva integrates with 32 third-party software applications, linking functionality and workflows across these tools.
Popular Nextiva integrations include:
- CRM Systems (Salesforce, HubSpot, Zoho): Extract customer information from your CRM system to create more in-depth customer profiles in Nextiva
- Ticketing software (Zendesk, ServiceNow): Make and receive calls right from your ticketing software, and create tickets from Nextiva tasks
- Calendar apps (Google Calendar, Microsoft Outlook): Sync calendars to schedule all video meetings and conference calls
Benefits of Nextiva
Here’s what we think stands out most about Nextiva:
- User-friendly: NextivaONE is easy to use, even for those unfamiliar with VoIP or UCaaS. The interface structure, with a left-hand menu and notifications, makes it easy for users to manage communication channels and inbound tasks
- Omnichannel: Nextiva’s dashboard and software provide agents with an omnichannel interface, so they can interact with customers and teammates across channels with just a few clicks. Agents can instantaneously jump between calls, texts, and video with customers.
- Cost-Effective: Nextiva's lower-tier plans–Core and Engage–offer highly competitive rates, with a variety of useful features like auto attendants with call menus and ring groups. Some alternatives place a higher price point on these capabilities.
Where NextivaONE Falls Short
Here are some of the downsides to NextivaONE:
- Nextiva’s mobile apps are available only in the United States. In lieu of mobile apps, users worldwide can use the service with the NextivaONE app on their computer or by signing in via a web browser to place and receive calls, without needing to download an app.
- Onscreen video limits: Video meetings support up to 250 participants on every plan with no fixed time cap, though 25 participants appear onscreen at once. Large all-hands meetings will show a subset of attendees on camera at any given time.
NextivaONE is an advanced business phone app with useful VoIP tools and collaboration options, with flexible pricing plans to meet a variety of budgets. While this software and its features make a great fit for many teams, the final decision about unified communications software comes down to your company’s budget and business needs.
