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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
1812
User Reviews
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Carl S.'s review forNextiva

I have been a customer with Nextiva for…

I have been a customer with Nextiva for 3 years and have had problems with missed calls, missed messages and with changing our company address. I recently purchased 3 new phones from NEXTIVA with WIFI dongles, called Nextiva X815, that were sent directly to me from the company. None of the phones worked when plugged into ethernet and my secretary has spent over 30 hours speaking with basic and advanced technicians to set up the phones over the past 2 weeks without the issues being resolved. The phones temporarily work on ethernet, but never work on WIFI through the WIFI dongle. The customer service have no recommendations other than continue to speak with technicians or sign up with a new company and port your numbers. It is hard to believe that it is so difficult for them to set up their phones and that they have wasted so much of our time. I have used 2 other VOIP providers in the past without any issues and will change services soon if these issues are not soon worked out.

I have been a customer with Nextiva for 3 years and have had problems with missed calls, missed messages and with changing our company address. I recently purchased 3 new phones from NEXTIVA with WIFI dongles, called Nextiva X815, that were sent directly to me from the company. None of the phones worked when plugged into ethernet and my secretary has spent over 30 hours speaking with basic and advanced technicians to set up the phones over the past 2 weeks without the issues being resolved. The phones temporarily work on ethernet, but never work on WIFI through the WIFI dongle. The customer service have no recommendations other than continue to speak with technicians or sign up with a new company and port your numbers. It is hard to believe that it is so difficult for them to set up their phones and that they have wasted so much of our time. I have used 2 other VOIP providers in the past without any issues and will change services soon if these issues are not soon worked out.

Pros: Nothing.
Cons: Poor support and product does not work.
Would Recommend: No
Hasan M.'s review forNextiva

I spent time with the tech…

I spent time with the tech representative Oleg. This man really knows he’s stuff! He helped me in many ways. Now I have obtained the knowledge on how to customize everything I need.. I’m very grateful to have had him on the line. I know from my personal experience with so many professionals claiming that they can do the job, but fail to act through. Oleg made it happen!!!

I spent time with the tech representative Oleg. This man really knows he’s stuff! He helped me in many ways. Now I have obtained the knowledge on how to customize everything I need.. I’m very grateful to have had him on the line. I know from my personal experience with so many professionals claiming that they can do the job, but fail to act through. Oleg made it happen!!!

Pros: This system gives you the opportunity to control your entire phone system.
Cons: You will need to have a support tech person, if you aren't one.
Would Recommend: Yes

Today I spoke with Robert N. over at…

Today I spoke with Robert N. over at customer support and he did a wonderful job with troubleshooting all my issues. He was clearly very knowledgeable with the system and quick to recommend short-cuts and more efficient ways to operate within the Nextiva interface. My prior experiences within the support team have been ok, with me ending the call not entirely convinced my issue was fixed. However, after speaking with Robert, I feel that I am in good hands.

Today I spoke with Robert N. over at customer support and he did a wonderful job with troubleshooting all my issues. He was clearly very knowledgeable with the system and quick to recommend short-cuts and more efficient ways to operate within the Nextiva interface. My prior experiences within the support team have been ok, with me ending the call not entirely convinced my issue was fixed. However, after speaking with Robert, I feel that I am in good hands.

Would Recommend: Yes
nikki s.'s review forNextiva

Their support is horrific and the…

Their support is horrific and the phones are hit and miss if they work or not. We have requested service and they just ignore us. They have done nothing. They just say sorry we have noone to come out we can only try to trouble shoot remotely. They have been doing this for weeks and say the same thing every day so essentially I am just paying for phones that do not work.

Their support is horrific and the phones are hit and miss if they work or not. We have requested service and they just ignore us. They have done nothing. They just say sorry we have noone to come out we can only try to trouble shoot remotely. They have been doing this for weeks and say the same thing every day so essentially I am just paying for phones that do not work.

Would Recommend: No
Jason E.'s review forNextiva

Support nightmare: mediocre at best,…

Support nightmare: mediocre at best, and unavailable outside of regular business hours, which is problematic for a 24×7 call center. Problems take days and weeks to resolve rather than hours. Trying to engage our account manager has been an exercise in frustration and ignored Emails / phone calls.

Support nightmare: mediocre at best, and unavailable outside of regular business hours, which is problematic for a 24×7 call center. Problems take days and weeks to resolve rather than hours. Trying to engage our account manager has been an exercise in frustration and ignored Emails / phone calls.

Pros: Cheap.
Cons: Reliability.
Would Recommend: No

I am a current customer. I called in…

I am a current customer. I called in for support on one issue and ended up with a few additional questions. Oleg helped me with my issue and answered my questions. He was patient and knowledgeable. He took the time to understand my issue and questions. My questions and issue were answered and resolved in one call.

I am a current customer. I called in for support on one issue and ended up with a few additional questions. Oleg helped me with my issue and answered my questions. He was patient and knowledgeable. He took the time to understand my issue and questions. My questions and issue were answered and resolved in one call.

Would Recommend: Yes

I would not recommend Nextiva to…

I would not recommend Nextiva to anyone. I signed up for service and was charged for my initial month. Then I had to send financial confirmation and was told that I would be contacted to setup my account. Days went by and I didn’t hear anything so I tried to set my account up on my own. I tried to call Customer Service for support and was on hold for 45 minutes. I was then told that they couldn’t help me and that I would need to schedule a setup call for 10 days after my phone numbers were supposed to be ported. I indicated that I wanted to cancel the account and was transferred to the cancellation department. The representative in the cancellation department was very polite and helped me cancel the account and the port requests for my phone numbers. I received a confirmation email that my account was canceled and that the ports were canceled. A couple days later I received an email that one of my phone numbers were being ported and would be activated the next day. I tried calling and was on hold for almost an hour again and spoke to a representative for a few minutes before my call disconnected. I am now on the phone on hold again and hoping to get this issue resolved. If you are going to ignore my warning and sign up with Nextiva, make sure they get your account setup the same day you sign up for service and make payment. DO NOT REQUEST TO PORT YOUR NUMBERS UNTIL EVERYTHING IS SET UP.

I would not recommend Nextiva to anyone. I signed up for service and was charged for my initial month. Then I had to send financial confirmation and was told that I would be contacted to setup my account. Days went by and I didn’t hear anything so I tried to set my account up on my own. I tried to call Customer Service for support and was on hold for 45 minutes. I was then told that they couldn’t help me and that I would need to schedule a setup call for 10 days after my phone numbers were supposed to be ported. I indicated that I wanted to cancel the account and was transferred to the cancellation department. The representative in the cancellation department was very polite and helped me cancel the account and the port requests for my phone numbers. I received a confirmation email that my account was canceled and that the ports were canceled. A couple days later I received an email that one of my phone numbers were being ported and would be activated the next day. I tried calling and was on hold for almost an hour again and spoke to a representative for a few minutes before my call disconnected. I am now on the phone on hold again and hoping to get this issue resolved.

If you are going to ignore my warning and sign up with Nextiva, make sure they get your account setup the same day you sign up for service and make payment. DO NOT REQUEST TO PORT YOUR NUMBERS UNTIL EVERYTHING IS SET UP.

Pros: Pricing.
Cons: Nonexistent Customer Service.
Would Recommend: No

Great Service always! quick easy! the…

Great Service always! quick easy! the customer support team is always willing to help they get it done fast and are so kind! I appreciate this as it is so hard to find in Company. When I have a issue I appreciate the quick manner in which they get it done. I can email or call in at anytime with the same quick results from the customer support team. I appreciate their great service and this is why we will always be loyal customers of Nextiva!

Great Service always! quick easy! the customer support team is always willing to help they get it done fast and are so kind! I appreciate this as it is so hard to find in Company. When I have a issue I appreciate the quick manner in which they get it done. I can email or call in at anytime with the same quick results from the customer support team. I appreciate their great service and this is why we will always be loyal customers of Nextiva!

Would Recommend: Yes
Brett H.'s review forNextiva

I was hesitant to switch to this type…

I was hesitant to switch to this type of phone service. However, Spectrum kept raising prices and would not offer any incentive to stay with them. I did a lot of research and ended up choosing Nextiva. So far so good. I needed assistance in getting our system set up and their online and person-to-person support has been terrific.

I was hesitant to switch to this type of phone service. However, Spectrum kept raising prices and would not offer any incentive to stay with them. I did a lot of research and ended up choosing Nextiva. So far so good. I needed assistance in getting our system set up and their online and person-to-person support has been terrific.

Pros: Technology.
Cons: A little time consuming to get started. But worth the effort.
Would Recommend: Yes

Nextiva is all sales and show. We…

Nextiva is all sales and show. We struggle every day with dropped calls and dead air in our call flows and call centers. We have recorded and documented numerous instances of poor call quality but support consistently claims we need specific examples. We have recorded calls from inbound calls, exact times and highlighted the calls from the call reports. What more could you need? Nextiva will show the beautiful front end with CRM and modern design but in reality the system runs on a Broadsoft platform the real configuration and reporting looks nothing like Nextiva promotes on their website. The call flow graphical tool is garbage and what should be simple transfers between call centers are configured as external calling because the platforms are not connected. One call looks like 3 in all the reporting. Reporting looks great but is not usable. First you must be a full admin to access “Nextiva Analytics” I can’t make a sales manager who wants to run reports a full admin. This seems fake but has been confirmed by 3 different Nextiva Engineers. If you do have rights the reporting can’s do something as simple as save a layout after removing or adding a column. There is no API or method to extract data other than email a link. 20 years managing VOIP systems. Was a test case for Cisco’s first VOIP offering. Worked with on-prem and host such as Vonage Business, Ring Central and Mitel. Nextiva is all show no go. As of writing this we can’t log into the management interface and calls to support are being dropped.

Nextiva is all sales and show. We struggle every day with dropped calls and dead air in our call flows and call centers. We have recorded and documented numerous instances of poor call quality but support consistently claims we need specific examples. We have recorded calls from inbound calls, exact times and highlighted the calls from the call reports. What more could you need?

Nextiva will show the beautiful front end with CRM and modern design but in reality the system runs on a Broadsoft platform the real configuration and reporting looks nothing like Nextiva promotes on their website. The call flow graphical tool is garbage and what should be simple transfers between call centers are configured as external calling because the platforms are not connected. One call looks like 3 in all the reporting.

Reporting looks great but is not usable. First you must be a full admin to access “Nextiva Analytics” I can’t make a sales manager who wants to run reports a full admin. This seems fake but has been confirmed by 3 different Nextiva Engineers. If you do have rights the reporting can’s do something as simple as save a layout after removing or adding a column. There is no API or method to extract data other than email a link.

20 years managing VOIP systems. Was a test case for Cisco’s first VOIP offering. Worked with on-prem and host such as Vonage Business, Ring Central and Mitel. Nextiva is all show no go. As of writing this we can’t log into the management interface and calls to support are being dropped.

Pros: Not much.
Cons: A Lot.
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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