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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
91%
Recommend It
1797
User Reviews
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Douglas M.'s review forNextiva

The support is fast and efficient. The…

The support is fast and efficient. The account management team is attentive and there is you need to escalate an issue. We were on 8×8 and the company was miserable. Transitioning phone systems is never fun, but Nextiva made it as smooth as possible. For the first time in years, there are no more complaints about faxes not working or calls dropping.

The support is fast and efficient. The account management team is attentive and there is you need to escalate an issue. We were on 8×8 and the company was miserable. Transitioning phone systems is never fun, but Nextiva made it as smooth as possible. For the first time in years, there are no more complaints about faxes not working or calls dropping.

Would Recommend: Yes

Working with Nextiva to get the phone…

Working with Nextiva to get the phone system up was a pleasure. The entire team is very organized and made implementation a breeze. The training they provided me was to the point and very easy to follow. The quality of service is great. All of our users are happy with the ease of use and all the features that are included. Highly recommend Nextiva.

Working with Nextiva to get the phone system up was a pleasure. The entire team is very organized and made implementation a breeze. The training they provided me was to the point and very easy to follow. The quality of service is great. All of our users are happy with the ease of use and all the features that are included. Highly recommend Nextiva.

Would Recommend: Yes
Damien D.'s review forNextiva

Our church has been with Nextiva for…

Our church has been with Nextiva for years, always reliable and friendly customer service. Never had an issue, and love the new UI , and how easy it is to learn the basics. Also the team like the calling and answer app feature via mobile. I would recommend this company to those looking for a easy voip office / team solution.

Our church has been with Nextiva for years, always reliable and friendly customer service. Never had an issue, and love the new UI , and how easy it is to learn the basics. Also the team like the calling and answer app feature via mobile. I would recommend this company to those looking for a easy voip office / team solution.

Would Recommend: Yes

The software is extremely buggy. It’s…

The software is extremely buggy. It’s clear none of the “features” were thought through before they were released. I’ve been setting up for a small team for 2 weeks. Anytime I can’t find a setting in the terrible user interface, I have to chat in, just for the person to tell me it’s something that they have to change on their side, or the engineers are working on it, or that it’s not available. A complete mess of a system that I regret signing up for.

The software is extremely buggy. It’s clear none of the “features” were thought through before they were released. I’ve been setting up for a small team for 2 weeks. Anytime I can’t find a setting in the terrible user interface, I have to chat in, just for the person to tell me it’s something that they have to change on their side, or the engineers are working on it, or that it’s not available. A complete mess of a system that I regret signing up for.

Would Recommend: No

We signed a 3 year agreement for 16…

We signed a 3 year agreement for 16 phones and within a month realized that we didn’t need that many. They refused to allow us out of the contract and stated we needed to pay for the full remaining years. I offered to pay a penalty or for the phones, but they demanded the entire amount. This violates contract law as a penalty clause versus being liquidated damages. They are asking for a class action. Beyond that, now nearing my 3 year end, I realized they added another line on 8 months ago from their sales department despite me only now using 5 of the lines/phones due to a smaller staff. I asked for that to be refunded (about $80) and they refused that! Worse the customer service person (Sara Ann) told me to go read the fine print of the contract. That is exactly not what any customer wants to hear. I won’t be back and can’t wait to dump this company that I think is not interested in actually helping consumers.

We signed a 3 year agreement for 16 phones and within a month realized that we didn’t need that many. They refused to allow us out of the contract and stated we needed to pay for the full remaining years. I offered to pay a penalty or for the phones, but they demanded the entire amount. This violates contract law as a penalty clause versus being liquidated damages. They are asking for a class action.

Beyond that, now nearing my 3 year end, I realized they added another line on 8 months ago from their sales department despite me only now using 5 of the lines/phones due to a smaller staff. I asked for that to be refunded (about $80) and they refused that! Worse the customer service person (Sara Ann) told me to go read the fine print of the contract. That is exactly not what any customer wants to hear.

I won’t be back and can’t wait to dump this company that I think is not interested in actually helping consumers.

Pros: It's a Phone.
Cons: Expect to Pay too Much on a Long Contract.
Would Recommend: No

The good: support is very good…

The good: support is very good throughout installation and startup. So far there has been no issue with network reliability. Features are reasonably good and price is fair. The bad: finanl costs ran way above the quote. The sales guy didn’t fully understand my needs and multiple features had to be added to replace my previous system. You have to install everything by yourself but they do provide good support. You need to be quite technical and handy, or it can quickly become very frustrating and extremely time-consuming to install and start up all the phones.

The good: support is very good throughout installation and startup. So far there has been no issue with network reliability. Features are reasonably good and price is fair.

The bad: finanl costs ran way above the quote. The sales guy didn’t fully understand my needs and multiple features had to be added to replace my previous system. You have to install everything by yourself but they do provide good support. You need to be quite technical and handy, or it can quickly become very frustrating and extremely time-consuming to install and start up all the phones.

Pros: Good support.
Cons: Unreliable cost estimate.
Would Recommend: Yes

I spent 24 hours on the phone, and sent…

I spent 24 hours on the phone, and sent over 150 emails with onboarding and support over the 6 month span from opening account to closing it. They cancelled my numbers before a successful porting, so we almost lost our business’s 25 yr old number. Support was always a new person, with little communication between support members. Having no local support option was extremely detrimental to our business. This phone company was extremely detrimental to our business. I will never recommend Nextiva to anyone, friend or enemy.

I spent 24 hours on the phone, and sent over 150 emails with onboarding and support over the 6 month span from opening account to closing it. They cancelled my numbers before a successful porting, so we almost lost our business’s 25 yr old number. Support was always a new person, with little communication between support members. Having no local support option was extremely detrimental to our business. This phone company was extremely detrimental to our business. I will never recommend Nextiva to anyone, friend or enemy.

Pros: Call forwarding to a cell phone was the only useful aspect of this system.
Cons: None.
Would Recommend: No

Nextiva has been a great phone service…

Nextiva has been a great phone service provider. We switched from a very robust expensive system to Nextiva. I wish we had switched earlier. Not only is Nextiva cheaper it is better! I have more control over the entire system, more options and features that were not available to me previously. I highly recommend Nextiva for any small or medium size business.

Nextiva has been a great phone service provider. We switched from a very robust expensive system to Nextiva. I wish we had switched earlier. Not only is Nextiva cheaper it is better! I have more control over the entire system, more options and features that were not available to me previously. I highly recommend Nextiva for any small or medium size business.

Would Recommend: Yes

I was a RC customer for about 8 years…

I was a RC customer for about 8 years before coming to Nextiva. They are great at sales but the execution was terrible. It took 3 months to get numbers ported over after I was told they had been ported. I have had several multi-day outages. The wait times for support are over an hour. I’ve spent at least 30 hours in 3 months with support. The calls ques go down if you make any changes. Call analytics are terrible. I can’t search for a number or download the call log as a .csv or any other searchable format. When I add features through sales I have to then call support to activate the features, am told they are activated and they are not, so the cycle continues. Level 2 support – if you can get your call escalated high enough – is generally good. However, do not take them up on the option of leaving your number for a call back – my experience is you never get a callback. Mine might be an isolated case, but the experience has been extremely frustrating. It’s also a huge pain to port all the numbers a business has to another, so these VOIP companies know they have you almost hostage – and the service shows. I would have rated RC a 1 and I’ll give Nextiva a 2.5. Are there any good providers out there?

I was a RC customer for about 8 years before coming to Nextiva. They are great at sales but the execution was terrible. It took 3 months to get numbers ported over after I was told they had been ported. I have had several multi-day outages. The wait times for support are over an hour. I’ve spent at least 30 hours in 3 months with support. The calls ques go down if you make any changes. Call analytics are terrible. I can’t search for a number or download the call log as a .csv or any other searchable format. When I add features through sales I have to then call support to activate the features, am told they are activated and they are not, so the cycle continues. Level 2 support – if you can get your call escalated high enough – is generally good. However, do not take them up on the option of leaving your number for a call back – my experience is you never get a callback. Mine might be an isolated case, but the experience has been extremely frustrating. It’s also a huge pain to port all the numbers a business has to another, so these VOIP companies know they have you almost hostage – and the service shows. I would have rated RC a 1 and I’ll give Nextiva a 2.5. Are there any good providers out there?

Would Recommend: No
Heather G.'s review forNextiva

Nextiva sounded like the perfect…

Nextiva sounded like the perfect solution for our needs. The feature set was exactly what I was looking for. I was so excited. Then my devices arrived, and from that day forward, I have been filled with regret as I count down the days to my contract expiration. The platform was not ready for primetime. None of our devices were apportioned. My call flow builder broke so badly that technical support could not repair it; they had to recreate it from scratch. Nearly every time I go to update a recording in the call flow, the entire call flow breaks and I cannot bring my phones back online without calling support. I have wasted untold hours of my workweek on too many occasions to count. This was a terrible mistake. Don’t make my mistake.

Nextiva sounded like the perfect solution for our needs. The feature set was exactly what I was looking for. I was so excited.

Then my devices arrived, and from that day forward, I have been filled with regret as I count down the days to my contract expiration.

The platform was not ready for primetime. None of our devices were apportioned. My call flow builder broke so badly that technical support could not repair it; they had to recreate it from scratch. Nearly every time I go to update a recording in the call flow, the entire call flow breaks and I cannot bring my phones back online without calling support.

I have wasted untold hours of my workweek on too many occasions to count.

This was a terrible mistake. Don’t make my mistake.

Pros: the feature set sounds great.
Cons: nothing works the way it should.
Would Recommend: No
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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.

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.

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

 

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.

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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