I just got off the phone with Daria from Nextiva. She is most excellent! She navigated the site and showed me everything I needed to know. She did a great job in everything from connecting my number to walking me through the process. I don’t know what I would have done without her! She was very patient and easy to talk to on the phone. She made everything so simple and I greatly appreciate her. She is a great asset to their company. A++++++
Nextiva Verified Reviews & Ratings
Read this before signing a contract…
Read this before signing a contract with Nextiva!
Be sure to read the fine print and be warned – I do not recommend signing a contract with Nextiva! As a small business owner, I would highly recommend sourcing another digital phone provider that delivers reliable phone service, easy to reach tech support, plan flexibility, competitive pricing and most importantly, the option to cancel if the service does not function properly or meet your current business needs.
Almost immediately after switching to Nextiva, we regretted our decision. When originally comparing phone providers, we now realize our first warning sign should have been Nextiva’s sales department pressuring us into a 3-year contract by offering a date sensitive promo on monthly rates.
When we first began using Nextiva, all our locations had significant issues with call quality. Our team had trouble logging into Nextiva’s online platform and the call audio was so poor that we couldn’t hear many customers through all of the static. Daily calls to Nextiva service were often needed for multiple team members at multiple locations. Beyond customers lost and team hours wasted, even calling Nextiva’s tech support was made more difficult since anyone calling tech support was required by Nextiva to be an account admin.
Key members of our leadership team have been constantly burdened with Nextiva service issues and have spent countless hours attempting to troubleshoot Nextiva’s problematic platform on their own since calling and emailing support seldom yielded any resolution. In addition to countless leadership hours wasted on internal troubleshooting, our company has initiated hundreds of support requests over our first 2 years of service with Nextiva. Nextiva’s service never improved for us during these years, so we have no hope that it will improve anytime soon.
During the COVID pandemic when our locations were closed for several months, including some which never reopened, Nextiva would not offer any assistance by pausing monthly fees or even reducing the number of lines in our contract. We were forced to pay for services that could not be used during an unbelievably difficult time for small businesses. Except for Nextiva, all our other service vendors were flexible.
Nextiva has been a constant source of frustration for our team, and we feel this has very likely contributed to employee burn out. I personally experienced many of the same call quality issues and stopped using the platform because it was so infuriating. Poor call quality has also likely contributed to irreparable damage to our brand as customer calls are so frequently dropped or missed due to Nextiva’s problematic online platform and phone app.
To summarize: we are locked into a 3-year Nextiva service contract with no apparent accountability from Nextiva in terms of service and call quality. We are still 1 year from being free of Nextiva, yet all 3 years have been a complete waste of money and team resources. YEAR 1: consistently terrible call quality and tech support. YEAR 2: multiple lines could not be used for most of the year due to COVID, then Nextiva’s phone service was even more problematic with our remaining team members working from home to keep our business alive with a heavy dependence on the phone. YEAR 3 is just beginning and we can’t move away from Nextiva fast enough, yet we are being forced to pay out for the last year due to an unfair contract that has no remedy for Nextiva service not functioning properly. Please don’t make the same mistake we did and get trapped by Nextiva!
Nextiva was a grave disappointment. It…
Nextiva was a grave disappointment. It took three weeks for them to even set up my service to work correctly, and I was billed for all three weeks, even though I did not have a functioning product yet.
Once I had a functioning product, it was unreliable. Sometimes it would ring through, and sometimes it wouldn’t, and I would never know when it was working and when it wasn’t. Nextiva support blamed it on the app, but offered no solution.
Their “call flows” actually work pretty well, but they’re a beast to figure out (I’m a former web designer by trade, built my own computers, and worked tech support for HP, so I’m by no means lacking in technical savvy). However, editing call flows in their portal sometimes take and sometimes don’t, and when they don’t take, you aren’t notified that something was wrong. It just doesn’t work. Once you realize that a call flow didn’t take, you can’t go back and edit the call flow. You have to completely delete it, and rebuild it from the ground up.
There are also limitations within the call flow that aren’t explained in the documentation (that I found), and the call flow won’t work correctly if you exceed those limitations. However, there is no warning or message that tells you that the call flow is set up incorrectly. You just have to find out that it doesn’t work by hard testing the call flow with an actual call from an outside phone.
They also have the ubiquitous “higher than normal call volume” excuse on their support line and their online chat. It’s not “higher than normal” if it’s the same amount of call volume everyday. It’s called “we’re too cheap to staff enough people to adequately support the demand for our product”.
I give Nextiva a flat out “F”. If they had reliable service, a properly working portal, a properly working app, and decent support, I’d give them a “B”. Sigh.
This company prides itself on customer…
This company prides itself on customer support, wrong!!!!!!
Support, a supervisor, second level of support is all mirrors they just blame the new platform as being faulty and unreliable and no follow at all with your problems. I had called three time and they never have a supervisor and the second level of support tickets just disappear, then you have to call again and again and nobody has the answer to your problem.
Biggest mistake of my life to pick this company to upgrade from PBX to VOIP.
If your looking for VOIP get anything else because if you pick Nextiva you are going to regret it big time.
My formal complaint is twofold. We…
My formal complaint is twofold. We have a fairly comprehensive Call Flow using professional voiceovers and music. The Nextiva Voiceover service has no idea of how a call flow works and can give you no advice. Plus, they intentionally mislead you by only giving you working samples of voices with no music. Then, if you want to add music then add another sneaky fee to do that. Shame on them for not being upfront and honest. To me this is very unethical.
It was much cheaper to hire my own voiceover talent and recording studio to accomplish this goal. However, their support team told me that the Nextiva system would automatically provide a call by name directory. So, I did not pay to have that recorded.
Now, after all of my studio time and voiceover talent have completed their jobs, I am being told by Nextiva that they do not provide that dial by name directory. To resolve this I have to rehire my talent to record the message and that which means another studio rental.
If the Nextiva Support Team were properly trained they would have saved me another $200 in additional cost. Plus, they are now delaying us from launching their system until I can get the new recording.
Bottom line is that I am really irritated. This could so easily have been resolved.
One more complaint. Their system information about the telephone instruments from Polycom is non existing and they do not even provide you with referral services. A company, as large as they are, should be much more professional and provide this type of information.
Previously used Vonage Business and…
Previously used Vonage Business and Nextiva was roughly half the cost by comparison with significantly better functionality. Extremely happy I made the switch! The customizable and DIY Call Flow options are really amazing. Had to get their Support Team to help with my Yealink configuration bc of having used anther provider on the same system but they super easy to deal with via Chat and fixed the issue in a matter of minutes. Very impressed
I think Nextiva goes the extra mile on…
I think Nextiva goes the extra mile on numerous things, but one thing always stands out. Their customer support will spend hours getting you set up *exactly* how you need and are happy to do it. That’s awesome and I totally recommend them on that alone. Shout out to Stan in Customer Service as well!
We selected them to replace our aging…
We selected them to replace our aging phone system for our medical clinic. We set our our needs and expectations from the beginning that we needed phone trees and queuing of calls and ways to monitor the queues and were assured that was all possible for a reasonable cost. This was sent in a written format as well. But However when we started setting up the service the technical team let us know that they intended to set us up as a call center and the requirements that we had were not included in the plan or the cost and it would cost us considerably more to get what we needed. after going back and forth trying to get the system we need for the cost we had been quoted and not getting calls returned for a few months, and by the way being charged for a service we were not using, we backed out. It took them 8 weeks to send shipping labels to return the 30 phones and in the end they called after business hours, after our clinic manager had been on the phone daily trying talk to thier management, to let us know that they refused to refund the cost of the phones which were supposed to be no cost.
I experienced the Greatest Service…
I experienced the Greatest Service today working with Robert Norton. He was very patient, clear, and thorough in his explanation of the services. Because of his support I am very excited about this platform. I have been a customer since November 2020, due to past bad experiences with customer service I was tempted to end my service. This is a great service as long as the training is good. Robert took great care in clearing up all of my questions and concerns.
Eugen Z. in the Ukraine was extremely…
Eugen Z. in the Ukraine was extremely helpful assisting Twisted Telco (Channel Partner) with several different cases today & broke our typical bad experience with the over seas call center. He took his time & if we needed clarification with the tasks at hand he was able to provide good feedback & got the required jobs done.
Nextiva is a cloud-based all-in-one unified business communications platform, team collaboration tool, and customer service software.
Top products include Nextiva’s VoIP business phone system, Sales and Customer CRM tools, and advanced Analytics and Reporting.
In 2020, Nextiva announced a partnership with the Pac-12 as the Official Communications Partner of the conference and the athletic departments of its 12 member universities. In partnering with the “Conference of Champions”, Nextiva is connecting champions in business and education with our leading business communications platform.
This post provides a detailed look at available Nextiva products, specific features, pricing, and plans. It also breaks down the top pros and cons of Nextiva to help you decide if it’s the right fit for your business.
Nextiva Business Phone Service
Nextiva’s Business telephone Service offers Voice Over Internet Protocol voice calling with advanced features like call forwarding, call screening, call routing, and the ability to send/receive unlimited messages from a desktop or mobile app.
Nextiva also offers free number porting, allowing users to keep any existing phone numbers while adding new United States local or toll-free numbers. Unlimited calling to the US and Canada, call recording, and voicemail to email and text capabilities are also available.
Agents are able to take calls from any device or even switch devices in the middle of a call if needed. Customizable priority alerts let customers know when their most important clients are on the line, giving them time to prepare for the call.
Admins may also customize extension numbers, use the push-to-talk feature, and anonymously reject and block calls from certain numbers.
Nextiva’s multi-level auto-attendant, makes call routing even easier, decreasing customer wait times and allowing team members to take calls from anywhere. To allow for better monitoring, each agent has their own status indicator and call presence settings.
Any number of users can bring their own device, make calls via softphone, rent desk and conference phones, or purchase new phone equipment from Nextiva.
Note that Nextiva’s VoIP phone system also allows for Hosted PBX and SIP Trunking.
Nextiva Sales can be phoned at – (866) 436-1491
Nextiva Customer service can be phoned at – (800) 285-7995
Nextiva’s Business Phone Pricing and Plans
Nextiva offers three main Business Phone plans, which all include a free 30 days trial. Business Phone systems can be purchased individually or as a part of their Business Communication Suite.
The below table reflects a quick overview of their starting pricing for their business calling plans on a month to month basis, along with key highlights for each:
|Features||Basic Plan||Pro Plan||Enterprise Plane|
|Free Number Porting||✓||✓||✓|
|Free Local/toll-free Numbers||✓||✓||✓|
|Unlimited Conference Calls||X||✓||✓|
Here is a detailed look at the above plans and pricing, but with an annual commitment:
Nextiva Business VoIP Hardware
Users who do not wish to bring their own devices have several options when it comes to Nextiva business phones.
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 6 available Nextiva conference phones, ranging in price from $195.00 to $1099.95.
These conference phones include features like:
- NoiseBlock technology
- 20-foot vocal pickup range
- Bluetooth and USB connectivity
- Speed dialing
- Color LCD displays
Nextiva offers 17 different desk phones, ranging in price from $74.99 to $349.95.
Desk phone features include:
- Bluetooth/WiFi connectivity
- USB inputs
- Up to 16 phone lines
- Headset input
- Expansion module connectivity
Nextiva offers 4 cordless phone options ranging in price from $84.99 to $169.95.
Cordless phone features include:
- Cordless headset connectivity
- HD Voice
- Up to 8 phone lines
- Color LCD screen
While it’s possible to purchase individual products a la carte, Nextiva also provides three bundled service suites combining their most popular products to provide solutions for specific business needs.
- Business Communication Suite
- Customer Relationship Suite
- Team Collaboration Suite
Business Communication Suite
Nextiva’s Business Communication Suite provides customers with an all-in-one virtual phone system.
It is the company’s most popular suite, saving the average company about 60% on their phone bill.
It includes the following Nextiva products:
- Business Phone Service
- Sales and Service CRM tools
- Live Chat
- Customer Surveys
- Nextiva Analytics
The below Business Communication Suite pricing table breaks down the additional features in each of the three plans. Users can be billed monthly or annually, with annual billing offering a 20% discount.
|Features||Essential Plan||Professional Plan||Enterprise Plan|
|Price||From $19.95/user per month||From $20.95/user per month||From $27.95/user per month|
|Unlimited US/CA calling||✓||✓||✓|
|Free local/toll-free number||✓||✓||✓|
|Monthly toll-free minutes||1,000||2,500||10,000|
|HD Voice and Video||✓||✓||✓|
|Call forwarding, waiting, transfer, hold||✓||✓||✓|
|Call queues||Add-on feature||Add-on feature||Add-on feature|
|Unlimited Virtual Fax||✓||✓||✓|
|Caller AI Pops||100||250||Unlimited|
|Voicemail to text/email||✓||✓||✓|
|Conference Call Participants||4 maximum||40 maximum||Unlimited|
|Unlimited Video Calls||X||✓||✓|
|Team Chat Messaging||X||✓||✓|
|Salesforce, Hubspot, Zendesk Integrations||X||✓||✓|
|Call History and Log Reports||✓||✓||✓|
Nextiva Mobile App
Though Nextiva has both a Mac/iOS and Android mobile VoIP app, users must purchase the Nextiva app add-on or have Pro/Enterprise Business Communication Suite or Office Pro Plus/Enterprise licenses.
Users can switch from desktop to mobile at any time, and users can access their business and personal contacts within the app. Though the app does offer
The app offers many of the calling system features that the desktop version does, including:
- Unlimited HD voice calls
- Advanced voicemail management
- Voice and video conferencing
- Screen sharing
- Custom caller ID
- Call routing
- Auto attendant
- Instant messaging
This makes Nextiva an especially ideal UC platform for companies requiring remote work tools to connect a geographically dispersed workforce.
Nextiva User Experience
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 communication and collaboration needs.
- Superior customer service compared to other VoIP providers
- Ease of use and intuitive NextOS interface
- Robust mobile app
- Reduces the number of communication/collaboration tools needed
- The excellent audio call quality
- Software training for Nextiva customers
- Improved customer service and employee productivity
- Detailed analytics provide new insights into roadblocks
- Lengthy onboarding and training process
- High cancellation fee
- Lengthy, problematic contracts
- Few integrations with other business tools/software
- The high cost of premium features
- Recordings stored for 30 days only
- No photos with SMS texting
In 2020, Nextiva announced a partnership with Pac-12 as the Official Communications Partner of the conference and the athletic departments of all 12 member universities. In partnering with the “Conference of Champions”, Nextiva is connecting champions in business and education with our leading business communications platform.
Is Nextiva Right For Your Business?
Nextiva is best for large corporations with a high daily call volume and a large number of employees across many locations.
It’s also ideal for companies of any size who want to streamline communications services into a single platform and interface.
Want to explore other phone systems before making your final decision as a business owner?
Our Enterprise VoIP comparison table shows how Nextiva stack up against other top service providers like RingCentral, Dialpad, and GoToConnect.