reporting is too difficult and the phones need to be upgraded from time to time without any notice and we have to call support to figure out why the phones are not working. Complicated system. Configuration is complicated and the main issue was how we were initially set up because it was configured in a way where even Nextiva staff gets confused.
Provides basic features needed for business and I appreciate the help that the Nextiva team has offered me when I have needed to reach out for assistance.
However, there seems to be some major reoccurring issues that are known “quirks” to the team. I have also consistently waited around 30 minutes on the phone each time call in for help.
Great customer service. Terrell was super friendly and successfully resolved my problem. Also, the Nextiva app is awesome! It makes working from home a breeze!
Overall the service has been reliable. No issue that wasn’t resolved immediately. The staff has been friendly, knowledgable and reliable. I would recommend this company to anyone looking for reliable service from anywhere in the world. The app makes it even more convenient since you can call over any wifi network.
I appreciated the patience and assistance while we had a lot going on in the bakery and I had some issues with the computer. I’m hoping that I’ll be better able to adjust messages using the menu option. Additionally, we were able to reset 2 out of 4 of my phones to restablish smooth working process. Thanks much!
Dawn
Nextiva has gone completely downhill over that last 12-15 months. Serious issues that prevent the ability to dial out and make calls are not addressed, billing issues and software quality issues are also a big issue for them. Even when issues are escalated they are brushed off as customer problems or told that it is an industry-wide issue and nothing can be done about it. There are better options out there for equal or less money.
Unlawful charges.
We were charged again. We’ve spent at least a dozen hours on the phone about this issue with your company, sent a plethora of emails (minimum 2 a month for the last 7 months), have been told that a case will be opened for the issue it to have it close later for no apparent reason AND without reimbursement for the continual charges. Numerous of the Customer Care Team advisors state the charges will cease, only to see online that the case has been closed and to continually have our card billed.
There have now been 6 charges made to our credit card after numbeous documented emails where we have stated our wish to cancel the service and after filling out the proper forms as requested. We are charged $187.00/month. $187 * 6 = $1,122.
With there being no resolution in sight, we are being forced to pursue legal action if this is not handled by the end of this week.
The Setup was not as easy as indicated. Had to make a few calls to get it up and running. The website is not as user-friendly or easy to figure out the flow of pages as it could be. It’s not been a smooth setup, but the basics of it is what the Company was looking for in a ‘online’ phone system since the employees all work 100% remote.
Each time I’ve needed support, they’ve been friendly, efficient, and solved my issue. Like all businesses, we rely on our phone system to be reliable. The features offered are helpful, and we are able to design call flows that reduce frustration both for us and our customers and field reps. We’ve been happy and would recommend.
From the moment I signed up, I was impressed with the ease of use and convenience of the service. The setup was quick, and the Nextiva team was always available to assist me with any questions or issues that arose. The interface is user-friendly and intuitive, making it simple for my team to use and manage.
The call quality on Nextiva is top-notch, with crystal clear sound and no lag or interference. This has been a game-changer for my business, as it has improved the overall experience for my clients and has made communication much more efficient.
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 plans, each with an increasing number of features, starting at $18.95 monthly per user for up to 99 users. Nextiva also offers four Contact Center plans and a host of VoIP and digital communications hardware.
This post provides a detailed look at available Nextiva products, specific features, pricing, and plans.
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Nextiva offers three main Business Communication Suite plans, starting as low as $18.95/mo/user. Only the Essential Plan offers a 7-day free trial, but the Professional and Enterprise plans offer a free demo upon request.
The Essential plan focuses primarily on basic voice calling features, with limited access to peer-to-peer video calls and some team collaboration tools via Nextiva’s CoSpace solution. The Professional and Enterprise Plans offer more extensive virtual communication features, including video conferencing for up to 250 participants, mobile SMS/MMS texting, CRM integrations, and advanced team collaboration tools within the Nextiva App.
All Nextiva Business Communication Plans include:
The image below provides a quick overview of the starting pricing for their Business Communication plans, along with key highlights for each:
To help users better understand the different Nextiva Business Communication tiers, we’ve created a detailed breakdown of available features by plan in the below table.
| Features | Essential | Professional | Enterprise |
| Month to Month Price
(20-99 Users) |
$26.00/mo/user | $31.00/mo/user | $41.00/mo/user |
| 3 Year Commitment Price (20-99 Users) | $18.95/mo/user | $22.95/mo/user | $32.95/mo/user |
| Voicemail | Voicemail-to-Email | Voicemail-to-Email, Voicemail-to-SMS | Voicemail-to-Email, Voicemail-to-SMS, Voicemail Transcription |
| Cospace Collaboration Tool | ✓
without video conferencing |
✓
video conferencing up to 250 participants |
✓
Video conferencing recording |
| Toll-free minutes, monthly | 1,500 | 3,000 | 12,500 |
| SMS/MMS Messaging | ✓ | ✓ | |
| Unlimited Conference Calls | ✓
up to 40 participants |
✓ | |
| Unlimited Video Conferencing | ✓
up to 250 participants |
✓ | |
| CRM Features | ✓
advanced features |
✓
Enterprise-level features |
|
| Screensharing | ✓ | ✓ | |
| Auto-Attendant (multi-level) | ✓ | ✓ | |
| Mobile and Desktop SMS/MMS | ✓ | ✓ | |
| 1 Professionally Recorded Greeting | ✓ | ✓ | |
| Professional Setup | ✓ | ✓ | |
| Salesforce/HubSpot Integrations | ✓ | ✓ | |
| Voice Analytics | ✓ | ||
| Call and Video Conference Recording | ✓ | ||
| Voicemail Transcription | ✓ | ||
| Single Sign-On | ✓ | ||
| 3 Professionally Recorded Greetings | ✓ | ||
| Unlimited Call Pop | ✓ | ||
| Microsoft Teams/Custom Integrations | ✓ |
Below, we’ll outline some of the key features included in Nextiva’s Business Communication Plans.
Nextiva Voice, a cloud-based VoIP virtual phone system with 99.999% uptime and 24/7 customer support.
Its VoIP voice calling boasts the following capabilities:
Users can bring their own devices, make calls via softphone, rent desk or 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.
Note that Nextiva’s VoIP phone system also allows for Hosted PBX and SIP Trunking.
Nextiva Voice Calling is included with every Nextiva Business Communication plan.
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:
Video calling and conferencing are only available only the Professional and Enterprise business communication plans, and the Enterprise plan also provides video recording.
Nextiva’s Live Chat software allows for live, person-to-person customer communication by adding the customer service chatbot and standard chat widget to the company website.
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, which prevents customers from having to repeat valuable information and makes it easy for multiple support-team members to assist the same customer.
Live chat software also includes the following features:
Nextiva’s SMS messaging feature allows for live internal and external text messaging via a mobile device. (As of this writing, Nextiva currently no longer supports text messaging via its Desktop App.)
Agents can send SMS from the Nextiva App or the platform, and can utilize texts to do the following:
Internal SMS text messaging is available as part of the Professional and Enterprise business communication plans.
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 rates to increased lead conversion.
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.
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.
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.
Other Nextiva CRM features and tracked customer information include:
Nextiva’s CRM features begin with the Professional plan, and Enterprise includes the most advanced capabilities.
Within CRM, Nextiva provides agents with a host of AI tools and insights to support customer interactions. Customer experience scores and automatic Natual 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:
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 deals.
Use cases for Advanced IVR and AI include:
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:
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.
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, transfer/share files, schedule meetings, and even assign/monitor tasks.
All Cospace users have access to the following features:
Cospace comes with all Professional Business Communication Plans, with video conferencing capabilities the only difference between plans. The Enterprise Plan is the only one with video conference recording and Single-Sign-On (SSO.) Additionally, only the Professional and Enterprise Plans allow users to meet with up to 250 video call participants.
Nextiva integration capabilities increase with each higher-paid business communication plan. In the table below, we’ve organized the Nextiva integrations.
| Integration | Essential | Professional | Enterprise |
| MS Outlook | ✓ | ✓ | ✓ |
| Google Contacts | ✓ | ✓ | ✓ |
| Nextiva CRM | ✓ | ✓ | |
| Salesforce | ✓ | ✓ | |
| HubSpot | ✓ | ✓ | |
| Zendesk | ✓ | ✓ | |
| Microsoft Dynamics 365 | ✓ | ✓ | |
| SugarCRM | ✓ | ✓ | |
| Act! | ✓ | ✓ | |
| NetSuite | ✓ | ✓ | |
| ConnectWise | ✓ | ✓ | |
| Goldmine | ✓ | ✓ | |
| Lotus Notes | ✓ | ✓ | |
| Workbooks | ✓ | ✓ | |
| Salesforce Lightning UI | ✓ | ||
| Salesforce Service Cloud | ✓ | ||
| MS Teams | ✓ | ||
| ServiceNow | ✓ | ||
| Oracle Sales Cloud | ✓ | ||
| Bulhorn | ✓ |
The Nextiva Mobile App for iOS and Android provides VoIP calling (as a softphone), live chat, video calling and conferencing, and text messaging.
The Mobile App is included with every business communication plan, and 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:
Separate from business communication plans, Nextiva’s four Contact Center license plans provide omnichannel customer support for agents and range from $50/user/mo to $120/user/month.
Nextiva contact centers allow for integration with add-on features, such as CRM, virtual agent, performance dashboards, workforce management, and analytics.
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.
Since Nextiva contact centers include an individually-determined number of add-ons, Nextiva does not provide general pricing information for contact center plans.
Each Nextiva Contact Center Plan includes:
Differences in Contact Center plan features are outlined in the table below.
| Feature | Core
Voice contact center |
Premium
Digital Engagement |
Optimum
Workforce Optimization |
Ultimate
Workflow Automation |
| Chat | ✓ | ✓ | ✓ | |
| ✓ | ✓ | ✓ | ||
| SMS | ✓ | ✓ | ✓ | |
| Essentials quality management
Basic scorecards, screen recording |
✓ | ✓ | ✓ | |
| Enterprise Quality Management
Coaching, advanced evaluations and system security |
✓ | ✓ | ||
| Enterprise Workforce management
Strategic planner and mobile |
✓ | ✓ | ||
| Interactions Analysis
Agent actions and customer sentiment |
✓ | |||
| Proactive Notification | ✓ | |||
| Entire Workflow Automation Suite
Automated workflows and pre-built integrations |
✓ |
Users who do not wish to bring their own devices have several options when it comes to Nextiva business phones.
They can choose from popular top VoIP desktop phones, including Cisco, Yealink, Polycom, or Nextiva phones, cordless or conference phones, headsets, conference phones, or adapters.
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:
Nextiva offers 17 different desk phones, ranging in price from $74.99 to $379.00.
Desk phone features include:
Nextiva offers 5 cordless phone options ranging in price from $84.99 to $205.00.
Cordless phone features include:
Nextiva boasts an impressive client list including Taco Bell, Stanley Steemer, the YMCA, and even the Conan O’Brien Show.
But do Nextiva’s claims that its tools are a good fit for businesses of any size and stage measure up?
Nextiva reviews from users consistently point to the following pros and cons of relying on Nextiva for your company’s unified communications and collaboration needs.
Nextiva offers a large number of internal and external communications that make it a great fit for large companies with remote agents spread out in different locations.
Their customizable add-on options allow businesses with an existing basic contact center to build on it, adding more capabilities as they scale.
Nextiva is also ideal for companies of any size who want to end constant app switching by streamlining communications services into a single, unified platform.
Want to explore other phone systems before making your final decision as a business owner?
Our Enterprise VoIP comparison table shows how Nextiva stacks up against Vonage and other top service providers like RingCentral, and 8×8.
Additional reading:
