Summary: Talkdesk and Nextiva both offer voice-only, digital-only, and omnichannel customer experience solutions with scalable, AI-powered workforce management, performance optimization, and conversational analytics. Both include powerful virtual agents for customer self-service, alongside features to optimize live customer:agent communications like Agent Assist and interaction summaries.

Nextiva has solutions designed for Small Business and Enterprise users with flexible billing options including pay-as-you-go, per-user, and concurrent pricing. Though it’s the more expensive option, Nextiva offers a better overall value than Talkdesk thanks to its built-in WFM and CX analytics tools–which Talkdesk only offers via paid add-ons. Nextiva also has native collaboration tools like team chat and video conferencing, plus a built-in mini CRM system for Enterprise users. Talkdesk users can only access unified communications and CRM systems via third-party integrations.

Talkdesk offers several enterprise-level solutions that, unlike Nextiva, give users the flexibility to choose which advanced features (WFM, CX analytics, proactive outbound engagement) will be included in their plan. Talkdesk’s industry-specific Experience Clouds, with packages designed for banking, government, insurance, retail, and healthcare professionals, set it apart from Nextiva and other competitors. Though Talkdesk doesn’t offer the social media and reputation management tools included in all Nextiva plans, it has deeper and more affordable third-party integrations than Nextiva. Lower-tier Talkdesk plans also include more communication channels than Nextiva’s more affordable plans.

Use Talkdesk If: 

  • You’re an enterprise-level company prioritizing customizable and industry-specific customer experience solutions
  • You want to streamline your third-party team collaboration, marketing, and CRM applications into a unified CCaaS interface
  • You need advanced employee coaching and workforce management tools to improve agent performance and CSAT scores

Use Nextiva If: 

  • You need an all-in-one contact center, workforce management, and unified communications solution with native CRM tools
  • You’re a digital-first new or small business ready to use social media and reputation management for lead generation and market research
  • You prioritize scalable solutions that don’t require excessive third-party integrations and support your business from startup to enterprise phases

 

Talkdesk vs Nextiva: At A Glance

The below table highlights key differences between Talkdesk and Nextiva.

Talkdesk Nextiva
Pricing+Plans
  • CX Cloud: 4 plans from $85-$145 per user/month
  • 5 quote-based industry-specific Experience Clouds
  • Nextiva Small Business: 4 plans from $20-$60+ per user/month
  • Nextiva Enterprise: 3 plans from$129-$199+ per user/month
Voice Calling+Text Messaging
  • Unlimited local calling with IVR, custom call routing, and unlimited call recording
  • Proactive outbound engagement via bulk SMS and power, preview, or predictive auto dialers
  • Live call transcription
  • Unlimited local calling with smart call routing, IVR and IVAs
  • Unlimited SMS/MMS
  • Call recording with live transcription and AI call summaries
  • Outbound auto dialer with progressive, predictive, and quarterback dialing
Digital Communication
  • Automated and live agent interactions across website chat, email, and social messaging
  • Real-time agent assist and post-interaction summaries, agent screen recording
  • Smart and custom interaction routing
  • Agent-led and automated support across social media messaging, website chat, and email
  • Automated post-interaction summaries
  • Social media and reputation management tools
  • Native team chat, video calling, file sharing, and other collaboration tools
Workforce Management
  • Forecasting and scheduling
  • Leaderboards, gamification, employee recognition and rewards
  • Live performance alerts, personalized agent coaching, custom performance evaluation forms
  • In-call coaching with live agent screen monitoring and automated agent assist
  • Wallboards, gamification, and custom performance scorecards
  • Forecasting with adherence monitoring and intra-day management
  • Interaction design tool for workflow automation
Analytics+Reporting
  • SMS and IVR customer surveys with real-time feedback analysis
  • AI-powered interaction analytics with sentiment monitoring, key topics, and filters
  • Live and historical KPI monitoring with template-based and custom reports
  • Conversational AI with customer sentiment and intent monitoring
  • Unlimited live and historical reports with predictive analytics
  • Voice and digital customer surveys
Integrations+APIs
  • API access on all plans
  • 70+ pre-built integrations
  • 100+ AppConnect marketplace tools for 1-click access to popular CaaS integrations and free 30-day trials
Nextiva Small Business:

  • CRM and API integrations require paid add-on
  • All plans integrate with at least 2 social media platforms and review websites

Nextiva Enterprise:

  • All plans integrate with 15+ apps including Salesforce, Zoho, ServiceNow, etc
Security+Network Reliability
  • Talkdesk Shield and biometric voice identification
  • 99.999% uptime
  • 30+ third-party security certifications including HIPAA, GDP, PCI, and FedRAMP
  • 99.999% uptime with 24/7 network monitoring
  • PCI, GDPR, SOC 2, and HIPAA compliant
  • SSO and Secure Payment Assist
Customer Support 24/7 omnichannel support with on-demand and live end user training 24/7 omnichannel support on all plans

 

How We Compared Talkdesk and Nextiva

We used the below criteria to compare Talkdesk and Nextiva:

  • Pricing and Scalability: We evaluated each provider’s available products, considering the overall value of bundled plans, flexible pricing options and scalability, free trials, and individual add-ons
  • Communication Channels: We reviewed included and add-on communication channels like VoIP voice calling, SMS/MMS texting, website chat, social media messaging, video calling, email, online fax, etc.
  • AI Workflow Optimization: We looked at how Nextiva and Talkdesk leverage AI to automate and optimize workflows, especially via conversational analytics, live agent assist, omnichannel customer self-service, interaction summaries, content generation/organization, etc.
  • Workforce Management: We examined each provider’s available workforce and performance management tools like agent forecasting and scheduling, performance coaching and custom scorecards, gamification, live interaction monitoring, etc.
  • Unified Communications and Collaboration: We evaluated each provider’s native team collaboration tools, especially team chat messaging and file sharing, video meetings, whiteboards, etc.
  • Analytics and Reporting: We compared the depth and quality of each platform’s AI-powered insights, KPI monitoring tools, custom and template-based analytics, live and historical reports, and customer survey/feedback tools
  • Third-Party Integrations and APIs: We reviewed each provider’s custom APIs and looked at available third-party integrations with popular CRM, helpdesk, marketing, and other business applications
  • Security and Customer Support: We compared Nextiva and Talkdesk’s available customer service hours, channels, paid priority support plans, and self-help tools. We also reviewed security standards like end-to-end encryption, access management, 24/7 monitoring, network reliability, and compliance certifications

 

Talkdesk vs Nextiva: Pricing and Plans

Summary: Nextiva and Talkdesk both offer scalable contact center plans with voice-only, digital-only, and omnichannel solutions. However, only Nextiva also has packages specifically designed for small businesses. Talkdesk, unlike Nextiva, provides 5 industry-specific contact center solutions–ideal for businesses with strict security and compliance requirements. While the Talkdesk CX Cloud contact center is more affordable than Nextiva Enterprise, Nextiva has more transparent pricing thanks to publicly-listed concurrent and pay-as-you-go costs.  Nextiva Enterprise also provides greater overall value than Talkdesk, as plans include WFM, CX analytics, and outbound engagement–features that Talkdesk only offers via paid add-ons.

 

Talkdesk Pricing and Plans

Talkdesk has 4 CX Cloud contact center plans from $85 monthly per user to $145 monthly per user with annual billing and a 3-year minimum commitment. Per-hour and concurrent pricing options are also available, but aren’t publicly listed. In addition to the 4 CCaaS plans, Talkdesk offers 5 quote-based, industry-specific Experience Clouds. Add-ons include the Talkdesk Shield security bundle and GenAI-powered contact center routing with Talkdesk Navigator.

Talkdesk CX Cloud Plans are:

  • CX Cloud Digital Essentials Plan ($85/user/month): Digital Engagement via chat, email, social messaging, and SMS; custom digital interaction routing, API access and custom integration tool, live dashboards and historical analytics, desktop and mobile app access, quality management
  • CX Cloud Essentials Plan ($85/user/month): Voice calling with IVR, intelligent custom call routing, and unlimited call recording; live dashboards and historical analytics, API access and custom integration tool, workspace and customer journey automation designers, desktop and mobile app access. Add-ons include 70+ pre-built integrations and 100+ AppConnect marketplace tools
  • CX Cloud Elevate Plan: ($115/user/month): Essentials Plan plus digital engagement, quality management, agent screen recording, customer surveys via Talkdesk Feedback, automated outbound SMS notifications (appointment reminders, shipping updates, etc.)
  • CX Cloud Elite Plan ($145/user/month): Elevate Plan plus live and historical custom reporting, agent coaching, and performance management. Elite Plan users can choose 1 of the following 3 add-on packages to be included in their subscription price: workforce management, proactive outbound engagement, or AI customer experience analytics.

Talkdesk Experience Clouds are industry-specific CCaaS solutions for banking, insurance, healthcare, retail, and government professionals.

The 5 quote-based plans are:

  • Financial Services Experience Cloud For Banking: CX Cloud Elite Plan plus purpose-built industry workspace and pre-built workflows for payments and collections, loan serving, and account servicing. Also includes a 99.999% SLA uptime and core banking systems integrations. Users can choose 2 out of the following 3 add-ons to their plans: workforce management, customer experience analytics, or proactive outbound engagement. Users can add on Talkdesk Copilot (Agent Assist) and Talkdesk Autopilot for Banking.
  • Financial Services Experience Cloud For Insurance: CX Cloud Elite Plan plus purpose-built industry workspace, policy administration and claims management systems integration, and a 99.999% uptime SLA. Users can choose 2 out of the following 3 add-ons to their plans: Workforce Management, CX analytics, or proactive outbound engagement. Talkdesk Copilot (Agent Assist) and Talkdesk Autopilot for Insurance are additional available add-ons.
  • Healthcare Experience Cloud For Providers: CX Cloud Elite Plan plus purpose-built industry workspace, integration with policy administration and claims management systems, and a 99.999% SLA uptime. Users can choose 2 out of the following 3 add-ons to their plans: Workforce Management, CX analytics, or proactive outbound engagement. Talkdesk Copilot (Agent Assist) and Talkdesk Autopilot for Healthcare are additional add-ons
  • Retail Experience Cloud: CX Cloud Elite Plan plus purpose-built industry workspace, e-commerce integrations, industry workflows, 99.999% SLA uptime, and CX Sensors for real-time alerts. Users can choose 2 out of the following 3 add-ons to their plans: Workforce Management, CX analytics, or proactive outbound engagement. Talkdesk Copilot (Agent Assist) and Talkdesk Autopilot for Retail are additional add-ons
  • CX Cloud Government Edition: FedRAMP compliance, unlimited local calling with unlimited call recording, 2 digital channels, intelligent interaction routing, live dashboards, historical analytics, quality and workforce management, API access and custom integration builder, and Bring Your Own Carrier (BYOC) compatibility

For additional details, see our complete Talkdesk pricing guide.

 

Nextiva Pricing and Plans 

Nextiva has 7 plans across two separate pricing tiers: Nextiva Small Business and Nextiva Enterprise. Nextiva Small Business users can choose between monthly and annual billing, while Enterprise plans offer monthly, annual, concurrent user, or usage-based pricing.

The 4 Nextiva Small Business CX 4 plans range from $20-$60 monthly per user with annual billing and $25-$75 monthly per user with monthly billing.

Nextiva Small Business CX Plans are:

  • Small Business Digital Plan ($20-$25/user/month): Live website chat, social media messaging and management for 2 accounts, review and reputation management for 2 accounts, 1 shared email inbox, 1 basic reporting dashboard
  • Small Business Core Plan ($30-$35/user/month): Digital Plan plus inbound/outbound voice calling and business SMS, call routing, video meetings, team chat, screen sharing, file sharing, social media management for 3 accounts, review management for 9 accounts
  • Small Business Engage Plan ($40-$50/user/month): Core Plan plus website chatbots, 2,000 monthly toll-free minutes, virtual faxing, voice and video recording, voice analytics, Microsoft Teams integration, social media management for 10 accounts, review management for 30 accounts
  • Small Business Power Suite ($60-$75/user/month): Engage Plan plus unlimited SMS, unlimited accounts for review and social media management, dual systems for voice and digital CX management, 10,000 monthly toll-free calling minutes, priority/skills-based routing, inbound sales and service call center, unlimited group email inboxes

Nextiva Enterprise has 3 plans and offers per-user, concurrent, and usage-based pricing. Enterprise plans cost $129-$199 monthly per agent with per-user pricing, $179-$239/agent/month with concurrent pricing, and $0.018-$0.024 per agent/minute with usage-based pricing.

Nextiva Enterprise Plans are:

  • Enterprise Essential Plan ($129/agent/month, concurrent pricing from $179, usage-based pricing from $0.018/agent/minute): Choose 1 voice or digital channel with skills-based routing, full API access, outbound auto dialers, mini CRM, AI transcription, and customer surveys
  • Enterprise Professional Plan ($159/agent/month, $209+ with concurrent pricing, $0.020/agent/minute+ with usage-based pricing): Essential Plan plus omnichannel communication, live agent coaching, agent screen monitoring, customer journey management, and PCI secure payment assist
  • Enterprise Premium Plan ($199/agent/month, concurrent pricing from $239+ with concurrent pricing, $0.024/agent/minute+ for usage-based pricing): Professional Plan plus forecasting and scheduling, interaction recording, performance management, quality monitoring, and AI CX analytics

For more information, see our complete Nextiva pricing guide.

 

Talkdesk vs Nextiva: Voice Calling and Text Messaging

Summary: Talkdesk and Nextiva both include unlimited domestic voice calling, international and toll-free calling, outbound auto dialers with campaign management features, automated call summaries, IVR+IVAs, intelligent call routing, and call recording+transcription. Talkdesk is best for teams that want to automate the phone support ticketing process,while Nextiva is best for unlimited SMS and affordable toll-free calling.

nextiva voice calling

 

Nextiva and Talkdesk include voice-only and omnichannel CCaaS plans with unlimited local calling, international and toll-free calling, IVR, and smart call routing with ring groups to shorten call queues.

Unlike Nextiva, Talkdesk provides user authentication via voice biometrics, automatically creates support tickets from call details, and includes automated outbound SMS and voicemail notifications  ideal for marketing offers and appointment reminders.

voice calling talkdesk

 

However, Nextiva offers unlimited SMS, competitive bundled toll-free calling, and secure payment assist.

Talkdesk and Nextiva both provide excellent proactive engagement and lead management via outbound autodialers with predictive, progressive, and preview dialing.

 

Talkdesk vs Nextiva: Digital Communication

Summary: Talkdesk and Nextiva facilitate live customer:agent communication and automated self-service across website chat, social media messaging, and email. However, Nextiva provides advanced social media and digital reputation management features that Talkdesk lacks, in addition to far more social media platform integrations.

nextiva social media integrations

 

Nextiva integrates with over 30 digital channels, while Talkdesk only facilitates digital communication via email, website chat, and social media messaging. Nextiva integrates with social platforms like Facebook, Instagram, LinkedIn, X (formerly Twitter), TikTok, YouTube, and more, Talkdesk only integrates with Whatsapp and Facebook.

talkdesk digital communication

While Nextiva and Talkdesk both provide agent-led and agent-less social media messaging, Nextiva also includes social media management tools like competitor monitoring, social listening, live review notitfications, trend analysis, and more. Nextiva also includes high-level reputation management across online review sites like Yelp and TripAdvisor, the Apple App Store, Google Play, Amazon, and more. As of this writing, Talkdesk does not offer any native reputation management features.

That said, both providers offer customizable smart interaction routing across digital channels.

 

Talkdesk vs Nextiva: Workforce Management

Summary: Both Talkdesk and Nextiva Enterprise offer agent performance scoring, in-conversation AI Agent Assist, wallboards, automated forecasting and scheduling, agent screen recording, and live conversation monitoring. While Nextiva includes unified communications tools Talkdesk lacks (video calling, team chat, whiteboards, file sharing, etc.) it doesn’t offer Talkdesk’s advanced in-call coaching, employee recognition, and agent-facing scheduling tools.

Meeting chat, Nextiva Workhub, GetVoIP News

 

Nextiva and Talkdesk both include customizable agent evaluations and AI-powered scoring. However, Talkdesk WFM also identifies top and bottom agent skills, lets search voice/digital conversation transcripts, and provides recording timestamps that pinpoint exactly where customer sentiment or agent performance level shifted.

Unlike Nextiva, Talkdesk also includes custom one-click automated agent coaching workflows, plus agent recognition tools like applause and badges. That said, neither solution offers supervisor coaching via chat messaging during active conversations–though both include call whisper.

talkdesk wfm

 

Both platforms integrate with internal knowledge bases to power AI Agent Assist during active customer conversations. However, Talkdesk takes it a step further by highlighting key points in live conversation transcripts, like confirmation and account numbers. Talkdesk also helps with knowledge base content creation and optimization, a feature Nextiva does not yet offer.

That said, unlike Talkdesk, Nextiva includes native unified communications tools like video calling, file sharing/editing, whiteboards, and team chat messaging. These features allow for instant remote team collaboration throughout the workday and cut down on miscommunications.

Nextiva and Talkdesk both include AI-powered omnichannel forecasting and agent scheduling tools with live adherence monitoring, intraday management, and agent-facing app to manage PTO requests and shift bidding. However, Talkdesk offers more advanced forecasting methods than Nextiva.

 

Talkdesk vs Nextiva: Analytics and Reporting

Summary: Nextiva and Talkdesk both include omnichannel live and history KPI monitoring, AI-powered conversation analytics, and customer surveys. However, Talkdesk’s conversation analytics are stronger than Nextiva, especially thanks to numerous interactive reporting formats, live customer survey analysis, and timestamped call recordings that highlight key conversation moments.

nextiva advanced analytics

 

Like Nextiva Enterprise, Talkdesk leverages AI to monitor, record, and transcribe 100% of customer interactions, identifying trends in sentiment and intent. However, unlike Nextiva, Talkdesk also uses Interaction Analytics to identify changes in customer moods, key conversation moments, topics, and keywords.

talkdesk analytics

 

Additionally, Talkdesk includes pre-built and custom reporting templates that monitor 900+ live and historical KPIs. While Nextiva offers unlimited live and historical reports with predictive analytics, its AI transcription tools come with usage-based fees–and conversational analytics are restricted to the Enterprise Premium plan. That said, Nextiva Enterprise includes a native mini CRM system that leverages customer data to enhance CX analytics, while Talkdesk doesn’t provide native CRM tools.

Nextiva and Talkdesk both include template-based and custom omnichannel customer survey tools. However, Talkdesk Feedback is superior thanks to its live customer feedback analysis and unique drag-and-drop survey designer.

 

Talkdesk vs Nextiva: Third-Party Integrations

Summary: Talkdesk integrates with 70+ third-party apps compared to Nextiva’s 15+ third-party integrations. All Talkdesk plans include API access, while Nextiva Small Business users must pay add-on fees for both API access and CRM integrations. Still, all Nextiva Enterprise plans include robust integrations, while integrations are only included with Talkdesk CX Elevate plans and above.

Talkdesk integrates with more than 70 third-party applications and includes API access with all plans. Nextiva, on the other hand, integrates with only about 15 third-party tools and requires Small Business users to pay add-on fees for API and CRM integration access. That said, all Nextiva Enterprise plans include third-party integrations, unlike Talkdesk. Talkdesk Digital Essentials lacks third-party integrations altogether, and Cloud Essentials users can only access 70+ pre-built and 100+ AppConnect integrations via paid add-ons.

Talkdesk is best for users ready to streamline multiple applications within one interface, as well as teams that want to add new integrations to their CCaaS platform with one click–and free 30-days trials of popular business communications tools.

The vast number of social media platforms, online review sites, and app stores that Nextiva integrates with make it ideal for teams with multiple social media accounts and a heavy focus on reputation management.

 

Which Provider Should You Choose?

We recommend Talkdesk to established national or global enterprises needing industry-specific  customer experience solutions, AI-powered analytics, extensive third-party integrations, and advanced workforce management tools.

We recommend Nextiva to new or small digital-first businesses prioritizing long-term platform scalability, social media and reputation management, and native team collaboration tools to connect remote/hybrid teams.

Curious about alternatives to Nextiva and Talkdesk? Check out our CCaaS provider page to learn about additional solutions from Five9, Genesys, NICE CXone, 8x8, and more.