Provider Overview
Nextiva is a customer experience management, unified communications, and omnichannel contact center solution with scalable options for small businesses and enterprises. Unlike many competitors, all Nextiva plans include extensive social media and reputation management features that provide deep insights into customers and competitors while increasing brand recognition amongst target markets.
In addition to social media and review sites, Nextiva users can connect with customers via inbound/outbound voice calling, live or automated website chat, email, SMS text messaging, video calling with customer screen sharing, and virtual faxing.
Intelligent routing, multi-level IVR, conversation recording/transcription, and robust analytics further optimize the customer journey across agent-led and self-service interactions. Team members can collaborate via video meetings, chat messaging and file sharing. Supervisors can use performance gamification, in-conversation coaching, and WFM scheduling solutions to keep agent engagement high and ensure a top-quality customer experience.
All Nextiva plans include 24/7 self-service across voice, email, and chat channels alongside flexible pricing options and a 99.999% network uptime powered by 8 global points of presence.
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Nextiva Customer Experience Solutions Pricing
Nextiva offers two unified customer experience solutions: one for small businesses and another for enterprise customers.
The Small Business CX platform has 4 bundled plans with annual and monthly billing options, while the Enterprise CX platform has 3 plans with more flexible pricing options that let customers choose from bundled plans, concurrent pricing, and usage-based pricing.
Below, we break down Nextiva pricing for small business and enterprise users.
Nextiva Small Business Pricing
Nextiva Small Business offers 4 plans from $20-$60/user per month with annual billing and $25-$75/user/month with monthly billing. Users can scale between plans for additional communication channels, more social media and review site accounts, third-party integrations, and workflow automation features. All Nextiva Small Business plans include 24/7 customer support via phone, website chat, and email.
Nextiva Small Business Digital ($20-$25/user per month)
Best For: Digital-only startups looking to increase engagement and brand recognition across social media and online review sites without getting bogged down by advanced features or third-party integrations
Nextiva Digital includes social media messaging and management for 2 accounts, 2 group email accounts, and review management for 2 ecommerce site accounts, 2 app store accounts, and 2 online review site accounts. All channels are streamlined into a unified digital interface. Digital users also get 1 real-time reporting dashboard, 2 advanced reporting dashboards, and competitor monitoring.
Users can add live website chat and automated website chatbots for additional fees.
Nextiva Small Business Core ($30-$35/user per month)
Best For: Growing small businesses that need voice and digital channels for omnichannel communication between customers and live agents, as well as basic team collaboration tools that connect employees across different locations and devices
Nextiva Core adds inbound/outbound VoIP voice calling with smart call routing and AI voicemail transcription, 100 SMS text messages/user per month, internal and customer-facing video meetings with customer screenshare, team chat with file sharing, audio conferencing, and access to the Nextiva desktop and mobile apps. Users can manage and monitor 3 social media accounts, 3 ecommerce site accounts, 3 app store accounts, and 3 online review site accounts. Contact management, SSO, GDPR ad PCI compliance, and integrations with Google Workspace and Microsoft 365 are also included, as are 2 real-time dashboards and 3 advanced reports.
Users can add live website chat, automated website chat, virtual faxing, customer:team SMS texting, a toll-free number, call recording, voice analytics, Microsoft Teams integration, and CRM integrations for additional fees.
Nextiva Small Business Engage ($40-$50/user per month)
Best For: SMBs currently struggling to manage a high daily contact volume across voice and digital channels that need stronger customer self-service features, like chatbots and auto attendants, to free up agents and keep customer wait times low. Engage users also need deeper analytics, including custom reporting and performance gamification, to prevent agent burnout and optimize workflows
Nextiva Engage adds live website chat, automated website chatbots, virtual faxing, a toll-free number with 2,000 monthly toll-free minutes, voice and video recording, customer to team SMS texting, HITRUST certification, voice analytics, 10 advanced reports, and access to the inbound sales and service call center. The plan also includes 250 SMS texts/user per month, 3 group email inboxes, and management for 10 social media accounts, 10 ecommerce site accounts, 10 app store accounts, and 10 online review site accounts.
Microsoft Teams integration is included, but CRM software integrations require an additional fee.
Nextiva Small Business Power Suite ($60-$75/user per month)
Best For: Larger businesses ready to automate routine business processes, offer more advanced customer self-service tools to resolve support issues without a live agent, and monitor their business reputation and competitor engagement across numerous review sites and social media platforms.
The Nextiva Power Suite adds unlimited SMS text messaging and shared email inboxes, 10,000 monthly toll-free minutes, and management for an unlimited number of social media accounts, ecommerce accounts, app store accounts, and online review site accounts. Unlimited reporting is also included, and users have access to web-based dual systems for voice and digital platform management.
CRM integrations, as well as API access, are still only available as paid add-ons. AI-powered live call transcription with call summaries, intelligent and skills-based routing, and advanced IVR are additional available add-ons.
Nextiva Enterprise Pricing
Nextiva Enterprise offers three bundled plans from $129-$199/agent per month. In addition to monthly pricing, Enterprise users can choose usage-based or concurrent pricing for greater cost savings. The AI-powered Enterprise platform lets contact centers scale to add conversation analytics, additional communication channels, Workforce Management (WFM) tools, and more.
Nextiva Enterprise Essential ($129/agent per month, $0.018/agent per minute, $179 per concurrent user)
Best For: Growing call centers ready to leverage auto dialers, dynamic scripting, and campaign management tools to increase sales
Nextiva Essential users have access to one communication channel, and can choose from email, voice, SMS, social media, or live and automated chat. If customers choose voice, they’ll also get quarterback, progressive, and predictive auto dialers with voicemail drop, a dial by name auto attendant, voice customer surveys, QM voice recording, automated callbacks, and AI call transcription/summaries (usage-based fees.)
All channels include campaign management features, workflow automation with a drag-and-drop design tool, customer surveys, dynamic agent scripting, proactive outbound customer notifications, real-time reporting, full API access, team chat, queueing, intelligent routing, interaction recording, CRM integrations, and access to Nextiva “mini-CRM.”
Nextiva Enterprise Professional ($159/agent per month, $0.020/agent per minute, $209 per concurrent user)
Best For: True omnichannel contact centers that want to connect with customers across voice and digital channels within a streamlined interface. Professional users also need omnichannel self-service options and basic performance management via agent screen recording and in-conversation coaching from supervisors.
Nextiva Professional adds omnichannel communication, a unified agent dashboard, agent screen recording, advanced self-service bot design tools that integrate with third-party platforms, agent-supervisor screen sharing, in-conversion coaching, PCI compliance, and geographic disaster recovery.
Nextiva Enterprise Premium ($199/agent per month, $0.024/agent per minute, $239 per concurrent user)
Best For: Enterprise omnichannel contact centers with a high daily contact volume across voice and digital channels. Premium users are looking for an all-in-one CCaaS solution with built-in workforce management, agent coaching, AI-powered workflow management, and conversation analytics
Nextiva Premium adds scheduling and forecasting workforce management tools, advanced AI-powered CX analytics, multi-agent screen recording, and workflow optimization with interaction deflection.
Nextiva Integrations
While Nextiva integrates with numerous social media platforms and review websites, its products offer limited third-party software integrations.
Small Business Core and above plans integrate with Outlook and Google Contacts only, while Engage and Power Suite plans also include Microsoft Teams integration. CRM system integrations and API access are only available to Small Business users via paid add-ons.
That said, Small Business integrates with social media platforms like Facebook, X (Twitter), LinkedIn, Instagram, TikTok, and YouTube. It also integrates with review sites like Yelp, Trip Advisor, Google Reviews, Amazon, Google Store, Google Play Store, the Apple App Store, and the Google Play Store.
All Nextiva Enterprise users have access to APIs and integrations with 15+ third-party platforms including ServiceNow, Zoho, Salesforce, Zendesk, HubSpot, Five9, SugarCRM, Act! CRM, Oracle Sales Cloud and NetSuite, Microsoft Teams and Microsoft, Bullhorn, Workbooks, Google Workspace, Lotus Notes, ConnectWise, and GoldMine.
Nextiva Mobile App
The Nextiva Mobile App for iOS and Android provides VoIP calling (as a softphone), live chat, video calling and conferencing, and text messaging.
While the mobile version doesn’t have the same breadth of capabilities as the desktop platform, it still supports many agent collaboration tools and customer-facing tools.
Essentially a contact center in the palm of your hand, the Nextiva Mobile App offers many of the calling features that the desktop version does, including:
- Unlimited HD Voice Calls
- Advanced Voicemail Management
- Call Transfer
- Create/Join Collaboration Rooms
- Call Flip
- Voice and Video Conferencing
- Chat Messaging
- Screen Sharing
- Custom Caller ID
- Call Routing
- Auto Attendant
- Local and Toll-Free Numbers
Nextiva Pros & Cons
Nextiva is a scalable platform with flexible pricing and competitive social media and reputation management features. That said, pushy salespeople, limited team collaboration tools, and expensive plans are potential drawbacks. We explore the top Nextiva pros and cons in greater detail below.
Nextiva Pros
- Differentiating Features: To date, Nextiva is the only CX and CCaaS software to include social media and reputation management features on all plans. Not only is this a major differentiating factor that gives Nextiva a leg up on competitors, it’s also perfect for digital-only businesses or startups looking to increase brand recognition and connect with target markets on their preferred channels. All Nextiva users have access to advanced capabilities like social listening, competitor monitoring, real-time notifications for reviews and social media comments, and cross-platform posting–features usually reserved for top-tier plans
- Scalability: Nextiva offers a complete product range, allowing teams to easily scale from a digital-first business communications platform to an AI-powered enterprise contact center without the need for excessive third-party integrations. Unlike competitors, Nextiva even offers a mini-CRM system, helping users reduce their tech stack and lower operating costs as a result
- Flexible Pricing: Nextiva may be more expensive than some competitors, but it offers individual add-ons and flexible pricing models that help customers save money. Nextiva Enterprise solutions offer bundled plans, pay-as-you-go pricing, and concurrent user pricing in addition to monthly or annual billing options. Potential Nextiva users can customize included features in their plans during their sales consultation, potentially adding channels and features without having to upgrade to a higher-tiered plan. Additionally, Nextiva offers a 30-day free trial: one of the longest in the CCaaS and CX software space
Nextiva Cons
- Pushy and Complex Signup Process: Users cannot purchase any Nextiva software without booking a personalized demo and one-on-one meeting with a sales representative. The sales process feels pushy, overly complicated, time-consuming, and designed to convince would-be customers to purchase add-ons and upgrades they may not really need. Potential users can’t even sign up for a demo–or receive more detailed information about specific features–without booking a meeting with a Nextiva sales rep. When chatting with sales agents on the Nextiva site, the goal is clearly to collect lead details and personal contact information, not to provide direct answers to simple product questions
- Limited Team Collaboration Tools: Nextiva offers video calling, team chat messaging, and file sharing, but these team collaboration features are limited compared to competitors. While up to 250 people can join a video call, Nextiva allows for only 25 active onscreen participants and lacks persistent/in-meeting collaboration tools like whiteboards, live file co-editing, and on-screen annotation. Limited information is available regarding team chat capabilities, and Nextiva sales agents were unable to provide additional details when asked
- Expensive: Pricing for the most affordable Nextiva plan begins at $20/user/month, which is more expensive than competitors like Zoom and Vonage. Nextiva is priced comparably to alternatives like Dialpad and RingCentral. However, these competitors include voice calling, team collaboration tools, and more advanced features on their most basic plans, offering a greater value than Nextiva
Who Should Use Nextiva?
Nextiva Small Business is Best For:
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- Reputation Management: Nextiva’s reputation management suite is ideal for businesses of any size (and in any sector) struggling with either a lack of customer reviews or negative online customer feedback
- Live Customer Collaboration: Features like customer:agent SMS texting, social media messaging, live website chat, and video calling with customer screen share optimize sales and support processes while providing an excellent customer experience. Nextiva Small Business is perfect for growing companies that prioritize personalized, real-time customer communication over bot-based interactions
- Social Media Marketing: Nextiva Small Business’s social media management and marketing features are ideal for startups that need help identifying, understanding, and connecting with their ideal market–without having to invest in expensive multi-channel advertising campaigns
Nextiva Enterprise is best for:
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- Agent Coaching and Performance Management: Nextiva Enterprise is an excellent option for businesses facing low customer satisfaction rates, decreased agent productivity, low first contact resolution rates, or excessive call transfers. Supervisors can use agent coaching tools during live customer conversations, guiding them through difficult interactions while optimizing agent performance. Scorecards help agents identify specific areas for improvement, while gamification tools keep them engaged
- Omnichannel Communication: Nextiva Enterprise offers true omnichannel communication across voice and digital channels, ideal for companies that connect with customers on multiple channels over the course of a sales/support request. Given that the unified history dashboard streamlines omnichannel conversations into one interface, it’s also an ideal solution for teams struggling with communication silos
- AI-Powered Workflow Optimization: Nextiva Enterprise’s AI-powered automation helps teams struggling to manage high contact volumes across all channels. AI-powered chatbots and voicebots provide 24/7 customer self-service, intelligent routing connects customers to the best available agents, proactive engagement cuts down on the number of inbound calls, and automated callbacks prevent long customer hold times
Additional reading:
» Our complete review on Nextiva Plans & Pricing in 2024
» Top Nextiva Alternatives
