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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
92%
Recommend It
1778
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Confirmed Nextiva would integrate with…

Confirmed Nextiva would integrate with out software and it was the reason we chose to Nextiva as it is the most important feature for us. We were crystal clear of this requirement but after being told repeatedly it will work with our software, it does not. Cancelled in four days and they still have not given a refund in almost a month. After I said I would dispute the charge, they said they would try to make an exception but they do not give refund. Note, there policies clearly state a refund. Our sales person was super responsive up until I let him know Nextiva did not work with our software then he wouldn’t respond. super unprofessional. Nextiva really seems like a scam.

Confirmed Nextiva would integrate with out software and it was the reason we chose to Nextiva as it is the most important feature for us. We were crystal clear of this requirement but after being told repeatedly it will work with our software, it does not. Cancelled in four days and they still have not given a refund in almost a month. After I said I would dispute the charge, they said they would try to make an exception but they do not give refund. Note, there policies clearly state a refund. Our sales person was super responsive up until I let him know Nextiva did not work with our software then he wouldn’t respond. super unprofessional. Nextiva really seems like a scam.

Pros: None.
Cons: Lied. Unresponsive.
Would Recommend: No
Jerbrina J.'s review forNextiva

easy customer service to make changes!…

easy customer service to make changes! the chat agent got right in and asked the right questions and changed my forwarding information with ease. i never had to call and wait to even speak to anyone to get done what was needed. i haven’t had any negative experiences with nextiva and its been at least 6 months now!

easy customer service to make changes! the chat agent got right in and asked the right questions and changed my forwarding information with ease. i never had to call and wait to even speak to anyone to get done what was needed. i haven’t had any negative experiences with nextiva and its been at least 6 months now!

Would Recommend: Yes
Chris S.'s review forNextiva

Pedro is an amazing employee. He helped…

Pedro is an amazing employee. He helped me understand the entire phone system we have with Nextiva. He also helped me painlessly set up an auto attendant and a new hold line. He is an excellent teacher and I now feel 100x better about understanding my phones. This last sentence is to fill up the required character number.

Pedro is an amazing employee. He helped me understand the entire phone system we have with Nextiva. He also helped me painlessly set up an auto attendant and a new hold line. He is an excellent teacher and I now feel 100x better about understanding my phones. This last sentence is to fill up the required character number.

Pros: Pedro!!.
Cons: None.
Would Recommend: Yes

If it weren’t for Nextiva having the…

If it weren’t for Nextiva having the best uptime of any VOIP service we would not use them. Their support is not aware of features that have existed within Nextiva from the start and consistently tell us things cannot be done even though we find ways to make it happen with their own system. PATHETIC

If it weren’t for Nextiva having the best uptime of any VOIP service we would not use them. Their support is not aware of features that have existed within Nextiva from the start and consistently tell us things cannot be done even though we find ways to make it happen with their own system. PATHETIC

Would Recommend: No
Heather G.'s review forNextiva

Until I began my entanglement with…

Until I began my entanglement with Nextiva, I was blissfully unaware of how catastrophically bad a service provider relationship could be and just how much damage such a horrible service provider relationship could do to my organization. The only nice things I can say is that the customer service reps try to be nice, and the sales pitch was great. Everything else about Nextiva is just an embarrassment. This product is not ready for customer use. I spend hours—really, HOURS—EVERY SINGLE WEEK on the phone with customer support. I have to change our audio greetings weekly, and, without fail, every time I do so, something (that I did not touch) breaks. This technology is so bad that I can’t even come up with a suitable analogy. The hours I spend on hold with Nextiva every week listening to the horrible 70s porn hold music are surely taking years off of my life expectancy, although I’ve begun to wonder whether I may already be dead and my interactions with Nextiva are my own personal hell—or maybe just purgatory. Torture. If you’d like a shorter life expectancy, want a reliably and regularly broken phone system, and have half a dozen or more hours per week that you want to burn up, then—by all means—Nextiva is the company for you! If you care about your blood pressure and your company’s success, don’t make the mistake I did. Avoid this company like the plague that it is.

Until I began my entanglement with Nextiva, I was blissfully unaware of how catastrophically bad a service provider relationship could be and just how much damage such a horrible service provider relationship could do to my organization. The only nice things I can say is that the customer service reps try to be nice, and the sales pitch was great. Everything else about Nextiva is just an embarrassment. This product is not ready for customer use. I spend hours—really, HOURS—EVERY SINGLE WEEK on the phone with customer support. I have to change our audio greetings weekly, and, without fail, every time I do so, something (that I did not touch) breaks.

This technology is so bad that I can’t even come up with a suitable analogy. The hours I spend on hold with Nextiva every week listening to the horrible 70s porn hold music are surely taking years off of my life expectancy, although I’ve begun to wonder whether I may already be dead and my interactions with Nextiva are my own personal hell—or maybe just purgatory.

Torture. If you’d like a shorter life expectancy, want a reliably and regularly broken phone system, and have half a dozen or more hours per week that you want to burn up, then—by all means—Nextiva is the company for you!

If you care about your blood pressure and your company’s success, don’t make the mistake I did. Avoid this company like the plague that it is.

Pros: good idea?.
Cons: terrible execution.
Would Recommend: No
Paul B.'s review forNextiva

We had two separate issues for Nextiva…

We had two separate issues for Nextiva to figure out when our phones weren’t working correctly, so this review is for two different employees who gave me the same solid service that can apply to both. It all started when my manager at a store said the calls were going straight to VM without the phone ringing. I gave her the support number and any other credentials she would need to make the call. Unfortunately, she was not on the approved list for my company to troubleshoot problems. This is a FCC rule that I understand but don’t agree with as it takes time out of my working day. This is not a fault of Nextiva. The first tech I reached was named Robert. He was very pleasant to speak with, had a decent demeanor and was very patient in understanding the issue. He quickly located the problem in our VOIP system and had it fixed very quickly. Then he looked for the same problem with any other of our lines in the system. That’s a good worker in my opinion as he just doesn’t want to be done with me after we fix the original problem, but has the patience to look for other problems. We also learned from Robert about Shared Call Appearance on their system. I learned quite a lot in the short time talking with Robert. Right after I hung up the phone, my boss called me and wanted me to forward a line to my phone since she was going to be out in the field for the day. She told me how to forward the number, but I wasn’t sure I was doing it correctly so I called the tech support again. This time, I spoke with another capable and friendly member of Nextiva, named Joel. Joel showed me where to make the changes and also helped me fix my mistakes when I tried to setup the forward. He was very patient and spoke on a level which I could understand. He explained to me in great detail on how the forwarding works with Users/Auto Attendants/Groups. It was very complicated but very clear when we spoke. He then checked to make sure everything was working, once again not rushing me off the phone. Overall, my experience with their tech support was great! I’m not sure how the issues started, but sometime mistakes can happen. I’m just glad that I was able to reach effective communicators and troubleshooters for the issues I was having today. Nextiva gets a gold star for outstanding tech support!

We had two separate issues for Nextiva to figure out when our phones weren’t working correctly, so this review is for two different employees who gave me the same solid service that can apply to both.

It all started when my manager at a store said the calls were going straight to VM without the phone ringing. I gave her the support number and any other credentials she would need to make the call. Unfortunately, she was not on the approved list for my company to troubleshoot problems. This is a FCC rule that I understand but don’t agree with as it takes time out of my working day. This is not a fault of Nextiva.

The first tech I reached was named Robert. He was very pleasant to speak with, had a decent demeanor and was very patient in understanding the issue. He quickly located the problem in our VOIP system and had it fixed very quickly. Then he looked for the same problem with any other of our lines in the system. That’s a good worker in my opinion as he just doesn’t want to be done with me after we fix the original problem, but has the patience to look for other problems. We also learned from Robert about Shared Call Appearance on their system. I learned quite a lot in the short time talking with Robert.

Right after I hung up the phone, my boss called me and wanted me to forward a line to my phone since she was going to be out in the field for the day. She told me how to forward the number, but I wasn’t sure I was doing it correctly so I called the tech support again. This time, I spoke with another capable and friendly member of Nextiva, named Joel.

Joel showed me where to make the changes and also helped me fix my mistakes when I tried to setup the forward. He was very patient and spoke on a level which I could understand. He explained to me in great detail on how the forwarding works with Users/Auto Attendants/Groups. It was very complicated but very clear when we spoke. He then checked to make sure everything was working, once again not rushing me off the phone.

Overall, my experience with their tech support was great! I’m not sure how the issues started, but sometime mistakes can happen. I’m just glad that I was able to reach effective communicators and troubleshooters for the issues I was having today. Nextiva gets a gold star for outstanding tech support!

Pros: Tech Support answered the phone in a timely manner.
Cons: FCC rules that prohibit my managers (whatever their names are) from calling to have an issue resolved.
Would Recommend: Yes

After 18 months of trying to work…

After 18 months of trying to work through major issues with Nextiva in good faith, we asked to be released from our contract as it is clear Nextiva cannot get the system to work as needed. Instead Nextiva is trying to charge the full value of the remaining 18 months on the contract as an early termination fee. We are a small call center with very simple needs. I have been shocked at the poor performance of the system and the lack of ability to customize or change the way the system works to meet our needs. Reporting is also extremely disappointing, including deleting all historical data for a user that leaves our company. For example, there is a status in the system that cannot be tracked or reported on that allows a call center agent to appear online but not take any calls. This status cannot be disabled. For example, Nextiva’s only solution for allowing a supervisor to move an agent in and out of queues is to make the supervisor a full system administrator. This would give a floor supervisor complete control over call routing, menu options, adding and deleting users, releasing phone numbers, and a long list of other items. Nextiva does not see any security issue with this option.

After 18 months of trying to work through major issues with Nextiva in good faith, we asked to be released from our contract as it is clear Nextiva cannot get the system to work as needed. Instead Nextiva is trying to charge the full value of the remaining 18 months on the contract as an early termination fee.

We are a small call center with very simple needs. I have been shocked at the poor performance of the system and the lack of ability to customize or change the way the system works to meet our needs. Reporting is also extremely disappointing, including deleting all historical data for a user that leaves our company.

For example, there is a status in the system that cannot be tracked or reported on that allows a call center agent to appear online but not take any calls. This status cannot be disabled.

For example, Nextiva’s only solution for allowing a supervisor to move an agent in and out of queues is to make the supervisor a full system administrator. This would give a floor supervisor complete control over call routing, menu options, adding and deleting users, releasing phone numbers, and a long list of other items. Nextiva does not see any security issue with this option.

Pros: None.
Cons: Poor service.
Would Recommend: No

Our company has had an issue with…

Our company has had an issue with outgoing caller ID either not showing or showing a different name which causes a lot of our calls to be ignored. I finally got the issue fixed by a very knowledgeable, patient and willing support person by the name of Dennis. Our problem has finally been resolved!

Our company has had an issue with outgoing caller ID either not showing or showing a different name which causes a lot of our calls to be ignored. I finally got the issue fixed by a very knowledgeable, patient and willing support person by the name of Dennis. Our problem has finally been resolved!

Would Recommend: Yes
Lakecia R.'s review forNextiva

Nextiva is an awesome company! The team…

Nextiva is an awesome company! The team there is professional and knowledgeable offering me ideas to improve my business phone presence. Ana is a support rep and she was so patient, friendly, and kind in helping me set up my voice recordings on the platform. Recently, the Nextiva recording team did me a favor by not charging extra due to legal issueI needed to change my company name recordings.

Nextiva is an awesome company! The team there is professional and knowledgeable offering me ideas to improve my business phone presence.

Ana is a support rep and she was so patient, friendly, and kind in helping me set up my voice recordings on the platform.

Recently, the Nextiva recording team did me a favor by not charging extra due to legal issueI needed to change my company name recordings.

Would Recommend: Yes

Thanks, Nextiva for your always…

Thanks, Nextiva for your always excellent customer support. I just got off the phone with Anastasia Novikova who solved the problem that we were having all day. She knew exactly how to fix it. Great Support and Great Company to deal with. We are so happy with Nextiva. We are using their services (phone and fax) since 2014.

Thanks, Nextiva for your always excellent customer support. I just got off the phone with Anastasia Novikova who solved the problem that we were having all day. She knew exactly how to fix it. Great Support and Great Company to deal with. We are so happy with Nextiva. We are using their services (phone and fax) since 2014.

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.

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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