Nextiva

Nextiva’s data capabilities have really helped us get a much deeper understanding of our customer, what they need, and most importantly, how we can help them. We now have a lot more data about the customer, and with all touch points coming through the one system we’re finally getting a full picture. This is a big benefit of the company. It’s helped us start to move our customer retention rates up, and we’ve been able to put some steps in to be more proactive. Overall, I think Nextiva is really going to help us become more customer focused and follow through with all the additional services we’d like to provide for our customers.

I was asked for router & phone info during the aggressive sales pitch, which I gave, & was assured that the Nextiva system would work with our internet/wifi technical system, which I told the rep involved a sublet of office space inclusive of internet service with limited if any control. I was assured it would be no problem. Nextiva mailed the phones & none could be set up. They said it was the phones & sent another batch (really? All the phones were defective??) The next set didn’t work either, and this last Nextiva phone support tech told us that our internet service – which involved a Gateway – wasn’t compatible without substantial changes & costs. Let’s see whether Nextiva gives me a problem with the one year contract it had me sign. For installation & reliability I’d give zero if I could.

We used Nextiva for 4 years and everything was pretty smooth until they lost control of literally all of our phone numbers (calling our main line gave an out of service message). Over a period of two MONTHS, they hemmed and hawed, often not communicating with us for weeks at a time, until finally saying the best they could do is get us a new number in a prefix an hour away from our location. I asked about a toll free number (since it would fix the location problem) and was told I’d have to pay 2.5 cents/minute. I get that things go wrong but Nextiva made zero effort to find a solution that worked as the 100% outage dragged on and on.

After asking several discovery questions with the sales person I was directed to purchase a particular set of phones. After receiving the phones and spending a large portion of my day with support, I found out the phones are not capable of performing how promised. Nextiva will not help with shipping costs on the new phones to have them expedited, even though we are paying them more for the new phones. It has been a very poor customer service experience.

Once again, a smooth and time-saving experience with Nextiva: I needed to have a Cisco phone provisioned and working right away for a new line, called their support team and got Daria Y. on the line – she was fast, efficient, and got it all done without a problem, while providing clear directions as needed for my end – very nice and professional young lady, as is to be expected from Nextiva – no wonder Steve Wozniak (the co-founder of Apple) fully endorses Nextiva!

My review is pending their performance in delivery. Will come back and change it as needed.

I am expecting some materials over the coming weeks. So far I am not entirely impressed, but I could be wrong. The sales staff seems somewhat knowledgeable, more so than I am used to with companies in general.

My call with Jenna Franquero was the best experience so far with Nextiva. She was able to explain and complete many things for us that seem to have been dropped and overlooked during our implementation. I have had some real concerns with this process and she was a breath of fresh air. We’ll probably be calling her back in the future as we learn more about the system.

Had an issue pop up suddenly, I wasn’t able to call my conference line from my Nextiva phone app or my desk phone (Nextiva provider), though I could make other outbound calls). Began searching in the Nextiva Support when Michael B popped up on chat. He was EXTREMELY helpful and resolved the issue! Thank you for your great support, Michael B and Nextiva!

Tony M was very efficient. He handled my concern very well and he sounded very knowledgeable about the processes. He guided me on the website and resolved the issue right away, all through the live chat support! Got immediate assistance, with no wait time. One of the best customer service experiences ever received.

Surely, a brand that I would recommend!
Keep it up, Tony!
Enjoy your shift, buddy!

My Nextiva Representative was helpful. He was efficient and patient in our companies time of need! I highly recommend them for anybody looking for reliable phone services. The app needs a lot of work though. It regularly crashes, and never rings properly when a call is actually coming in, yet the notifications for “missed calls” is always displaying, even after I’ve dismissed it, the red alert is always on.