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Nextiva

Nextiva Verified Reviews & Ratings

Scottsdale, AZ
Nextiva is a cloud-based all-in-one unified business communications platform, team collaboration tool, and customer service software. Top...
2006
Year Founded
93%
Recommend It
1577
User Reviews
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Quinn was incredibly helpful and…

Quinn was incredibly helpful and responsive with my set up issues. I had to go through 2 techs before getting to Quinn who was able to resolve my Smart Label keys. Overall my experience has been great and I can tell that Nextiva cares about their customers. The only downside with the service is that you won’t have the ability to configure Labels for your Custom Keys / Extensions. Supposedly this is going to be corrected with a future firmware update, but there is no current timeline for when it will be released.

Quinn was incredibly helpful and responsive with my set up issues. I had to go through 2 techs before getting to Quinn who was able to resolve my Smart Label keys. Overall my experience has been great and I can tell that Nextiva cares about their customers. The only downside with the service is that you won’t have the ability to configure Labels for your Custom Keys / Extensions. Supposedly this is going to be corrected with a future firmware update, but there is no current timeline for when it will be released.

Pros: Web Portal & Customer Service Is great.
Cons: Nextiva Service wont allow you to label custom keys.
Would Recommend: Yes

Love the 24/7 support! Justin Speilbach…

Love the 24/7 support! Justin Speilbach stayed on the phone with me aide in enabling the features and settings I desired for our phones. Very patient and attentive. Nextiva’s support is phenomenal. The support team will always follow up with you until any problem is resolved. Con: I did feel that the Onboarding and Implementation processes were rushed. I know they put us on the “Fast Track” but it is very hard to rush into something new when you, as a customer, are still realizing each feature that Nextiva offers has potential or efficient use in different areas of the company.

Love the 24/7 support! Justin Speilbach stayed on the phone with me aide in enabling the features and settings I desired for our phones. Very patient and attentive. Nextiva’s support is phenomenal. The support team will always follow up with you until any problem is resolved. Con: I did feel that the Onboarding and Implementation processes were rushed. I know they put us on the “Fast Track” but it is very hard to rush into something new when you, as a customer, are still realizing each feature that Nextiva offers has potential or efficient use in different areas of the company.

Would Recommend: Yes

I have given Nextiva a thousand…

I have given Nextiva a thousand opportunities to do better but they consistently disappoint. We have had more issues in the past year than I can even count. Contacting support is a giant time suck. I usually start by attempting to send a chat request. Oftentimes my message will go unanswered and then the chat will close due to inactivity. Other times if I’m actually lucky enough to get a human response, I will be transferred back and forth between departments and have to continually re-explain my reason for contacting. I have also tried getting support over the phone and lately will sit on hold for 10 minutes or more before opting for the call back option, knowing that there’s no guarantee I will actually receive a call back. On top of all these issues, Nextiva recently decided that only clients of a certain size qualify for a dedicated account manager. For all our years as a customer, we had our own account manager who, if we were lucky, could assist us in resolving issues in a more timely and efficient manner. Now that we have none, I’m forced to spend hours of my work days desperately trying to find someone within Nextiva who can help me, and usually the reason for my contact is some mistake or failing caused internally by Nextiva. If it was up to me we would not continue business with them.

I have given Nextiva a thousand opportunities to do better but they consistently disappoint. We have had more issues in the past year than I can even count. Contacting support is a giant time suck. I usually start by attempting to send a chat request. Oftentimes my message will go unanswered and then the chat will close due to inactivity. Other times if I’m actually lucky enough to get a human response, I will be transferred back and forth between departments and have to continually re-explain my reason for contacting. I have also tried getting support over the phone and lately will sit on hold for 10 minutes or more before opting for the call back option, knowing that there’s no guarantee I will actually receive a call back. On top of all these issues, Nextiva recently decided that only clients of a certain size qualify for a dedicated account manager. For all our years as a customer, we had our own account manager who, if we were lucky, could assist us in resolving issues in a more timely and efficient manner. Now that we have none, I’m forced to spend hours of my work days desperately trying to find someone within Nextiva who can help me, and usually the reason for my contact is some mistake or failing caused internally by Nextiva. If it was up to me we would not continue business with them.

Would Recommend: No

I spoke with Miguel in customer…

I spoke with Miguel in customer service. He spent a significant amount of time on the phone with me. He helped me set up my account and walked me through the features that I will be using most often. We established the app on my mobile device, he walked me through the voicemail feature, and faxing. I highly recommend nextiva. Friendly & professional staff willing to help.

I spoke with Miguel in customer service. He spent a significant amount of time on the phone with me. He helped me set up my account and walked me through the features that I will be using most often. We established the app on my mobile device, he walked me through the voicemail feature, and faxing. I highly recommend nextiva. Friendly & professional staff willing to help.

Pros: Very knowledgeable and helpful staff.
Cons: None.
Would Recommend: Yes

Thank you so much Jason ( Oleg Stogov )…

Thank you so much Jason ( Oleg Stogov ) and Konstantin ( unfortunately, I don’t know your last name ) for your attention, understanding and problem solving!  You resolved our issues in short time, all our phones with extensions are working now, next time when we will open a new account, hopefully we will work together again!

Thank you so much Jason ( Oleg Stogov ) and Konstantin ( unfortunately, I don’t know your last name ) for your attention, understanding and problem solving!  You resolved our issues in short time, all our phones with extensions are working now, next time when we will open a new account, hopefully we will work together again!

Would Recommend: Yes

Very good customer service! …

Very good customer service!

Very good customer service!

Pros: The best customer service - very easy to navigate.
Cons: None.
Would Recommend: Yes

When we went to IP phones, we tried…

When we went to IP phones, we tried ATT. BIG mistake. They were AWFUL! So we dumped them and tried Nextiva. GREAT choice. We absolutely love their service and pricing. The phones are high quality and dependable now. But where they shine, I mean really stand out… is their customer service. Andrew K. helped me yesterday, but he’s a lot like the others that have helped us, GREAT! Every one has spoken good English, been friendly and knowledgeable and successfully solved our problem EVERY SINGLE TIME we have contacted them. You could not convince us to leave them at this point.

When we went to IP phones, we tried ATT. BIG mistake. They were AWFUL! So we dumped them and tried Nextiva. GREAT choice. We absolutely love their service and pricing. The phones are high quality and dependable now. But where they shine, I mean really stand out… is their customer service. Andrew K. helped me yesterday, but he’s a lot like the others that have helped us, GREAT! Every one has spoken good English, been friendly and knowledgeable and successfully solved our problem EVERY SINGLE TIME we have contacted them. You could not convince us to leave them at this point.

Pros: Lots of "pros." Customer service is fantastic tho.
Cons: Functionality lends to complexity. Not really their fault, but some features are a little complex to set up.
Would Recommend: Yes

I was finally able to get some very…

I was finally able to get some very important issues fixed today. Andy D., was extremely knowledgeable, funny, and supportive. He fixed all my issues, which unfortunately had been a very difficult task. Give him a raise, promotion, move him up! We all need staff just like Andy D or our amazing account specialist Mathew Kot. We are all very happy with the services and support provided by Nextiva.

I was finally able to get some very important issues fixed today. Andy D., was extremely knowledgeable, funny, and supportive. He fixed all my issues, which unfortunately had been a very difficult task. Give him a raise, promotion, move him up! We all need staff just like Andy D or our amazing account specialist Mathew Kot. We are all very happy with the services and support provided by Nextiva.

Would Recommend: Yes

I just set up my business line today…

I just set up my business line today and their rep Alex helped me for 4 hours! His service and commitment to ensure everything was tested and good to go before we got off the phone was a level of customer service I’ve yet to experience. The whole Nextiva team as a collective was very courteous and most of all extremely helpful to what my needs were for my particular business. Thank you guys so much!

I just set up my business line today and their rep Alex helped me for 4 hours! His service and commitment to ensure everything was tested and good to go before we got off the phone was a level of customer service I’ve yet to experience. The whole Nextiva team as a collective was very courteous and most of all extremely helpful to what my needs were for my particular business. Thank you guys so much!

Would Recommend: Yes

Support is excellent. Not well versed…

Support is excellent. Not well versed in these types of solutions, and the support team is great time and time again helps. Over the last few days, I have spoken or communicated with at least 5 different support team members and they were all solved my issues on the first contact. They even take the time out to explain things for my own personal knowledge.

Support is excellent. Not well versed in these types of solutions, and the support team is great time and time again helps. Over the last few days, I have spoken or communicated with at least 5 different support team members and they were all solved my issues on the first contact. They even take the time out to explain things for my own personal knowledge.

Would Recommend: Yes
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Provider Overview

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.

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.

Additional reading:

» Our complete review on Nextiva Plans & Pricing in 2020

» Top 10 Nextiva Alternatives

 

Nextiva Business Phone Service

Nextiva interface

Nextiva’s Business telephone Service offers Voice Over Internet Protocol voice calling with advanced features like call forwarding, call screeningcall 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
Price $22/mo/user $25/mo/user $32/mo/user
Free Number Porting
Free Local/toll-free Numbers
Unlimited Calling
Call Recording X X
SMS Messaging X
Unlimited Conference Calls X
Voice Analytics X X

Here is a detailed look at the above plans and pricing, but with an annual commitment:

Nextiva Plans & Pricing

Nextiva Office Phone – Annual Pricing & Plans – Updated on August 12, 2020

 

Nextiva Business VoIP Hardware

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 phones, cordless, or conference phones, or use adapters.

 

VoIP 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.

 

Conference Phones

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

 

Desk Phones

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

 

Cordless Phones

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

 

Nextiva Suites

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.

They are:

  • Business Communication Suite
  • Customer Relationship Suite
  • Team Collaboration Suite

 

Business Communication Suitenextiva 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
Number porting
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
Voicemail transcription
Conference Call Participants 4 maximum 40 maximum Unlimited
Unlimited Video Calls X
Team Chat Messaging X
Screen Sharing X
Unlimited SMS X
Call Recording X
Salesforce, Hubspot, Zendesk Integrations X
Call History and Log Reports
Voice Analytics X

 

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 cases

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.

 

Pros

  • 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

 

Cons

  • 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

 

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.

Screenshots
  • Nextiva Voice User Portal Overview
    Nextiva Voice User Portal Overview
  • Nextiva Analytics Dashboard
    Nextiva Analytics Dashboard
  • Nextiva Analytics - Survey Responses
    Nextiva Analytics - Survey Responses
  • Nextiva Surveys - Builder
    Nextiva Surveys - Builder
  • Nextiva Calendar
    Nextiva Calendar
  • Nextiva Cospace Meetings
    Nextiva Cospace Meetings
  • Nextiva Inbox View
    Nextiva Inbox View
  • Nextiva Mobile Chat
    Nextiva Mobile Chat
  • Nextiva with Advanced Call Recording
    Nextiva with Advanced Call Recording
  • Nextiva CRM with Sentiment Analysis
    Nextiva CRM with Sentiment Analysis

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