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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
1702
User Reviews
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Ivan went above and beyond to help me,…

Ivan went above and beyond to help me, especially after the incorrect information I provided that caused him to have to undo all that he did and redo my mistake on the correct line. He then helped me with an additional issue occurring on an auto-attendant line. Problem fixed with ease as far as I could see. Great job, you have a valued staff member in Ivan, thank you Ivan!!

Ivan went above and beyond to help me, especially after the incorrect information I provided that caused him to have to undo all that he did and redo my mistake on the correct line. He then helped me with an additional issue occurring on an auto-attendant line. Problem fixed with ease as far as I could see. Great job, you have a valued staff member in Ivan, thank you Ivan!!

Pros: Great Service, great support, great Equipment!.
Cons: Only 5 stars under Service, should be 10!.
Would Recommend: Yes

Deployed in July 2020, Nextiva was our…

Deployed in July 2020, Nextiva was our first venture in to VoIP. Customer service, training staff, and tech support have exceeded expectations. Every representative I have spoken with has been knowledgeable, focused on the problem, professional, courteous and patient while I asked numerous questions.

Deployed in July 2020, Nextiva was our first venture in to VoIP. Customer service, training staff, and tech support have exceeded expectations. Every representative I have spoken with has been knowledgeable, focused on the problem, professional, courteous and patient while I asked numerous questions.

Pros: customer support.
Cons: desktop app has room for improvement.
Would Recommend: Yes

I’ve had nextiva for about 4 months….

I’ve had nextiva for about 4 months. It works great, unless you have a problem. #1 setup takes a really long time. Like an absurd amount of time. #2 When I signed up I purchased the headset as well, so I wouldn’t have any compatibility issues whatsoever. Well, the headset was on backorder and nobody said anything. I called three weeks later and was told what happened. It took another week to ship me a new one. At that point I was charged for a full month for services, which I could not use. I’ve requested a credit for that month on at least three separate occasions. Guy tells me he’ll look into it and never gets back to me. I gave up. #3 I just made my third call to setup the caller ID. The first two times it wasn’t done correctly. They don’t even have a record of my second call. We’ll see what happens. They are nice, but extremely incompetent. Either that or their “porting” department is on permanent vacation. I should have gone with vonage.

I’ve had nextiva for about 4 months. It works great, unless you have a problem. #1 setup takes a really long time. Like an absurd amount of time. #2 When I signed up I purchased the headset as well, so I wouldn’t have any compatibility issues whatsoever. Well, the headset was on backorder and nobody said anything. I called three weeks later and was told what happened. It took another week to ship me a new one. At that point I was charged for a full month for services, which I could not use. I’ve requested a credit for that month on at least three separate occasions. Guy tells me he’ll look into it and never gets back to me. I gave up. #3 I just made my third call to setup the caller ID. The first two times it wasn’t done correctly. They don’t even have a record of my second call. We’ll see what happens. They are nice, but extremely incompetent. Either that or their “porting” department is on permanent vacation. I should have gone with vonage.

Pros: It works.
Cons: Customer Service.
Would Recommend: No

Before lunch, everything was working to…

Before lunch, everything was working to perfection. After lunch, one of my employees phones wasn’t working. I tried to use the user dashboard to find and fix the problem myself. I could not figure it out. My employee could make calls but could not receive them. I could not figure out why. At any rate, it only took a few minutes with the live chat support and a great customer support representative named “Gabby S” to trouble shoot the problem. She made sure the phone was indeed working properly before concluding the support session. I developed one more last-minute question as to how to do something on the phone system, and she explained it to me very quickly. I concluded the support session very happy. My phone system never fully went down, but it was great to getting it back to being fully functional. I’ve used Nextiva for several years now. I switched from RingCentral because the price was better and the service seemed comparable. Actually, the price is better and the service is superior to what I experienced years ago with RingCentral. I’ll stay with them as long as they keep providing such good service.

Before lunch, everything was working to perfection. After lunch, one of my employees phones wasn’t working. I tried to use the user dashboard to find and fix the problem myself. I could not figure it out. My employee could make calls but could not receive them. I could not figure out why. At any rate, it only took a few minutes with the live chat support and a great customer support representative named “Gabby S” to trouble shoot the problem. She made sure the phone was indeed working properly before concluding the support session. I developed one more last-minute question as to how to do something on the phone system, and she explained it to me very quickly. I concluded the support session very happy. My phone system never fully went down, but it was great to getting it back to being fully functional. I’ve used Nextiva for several years now. I switched from RingCentral because the price was better and the service seemed comparable. Actually, the price is better and the service is superior to what I experienced years ago with RingCentral. I’ll stay with them as long as they keep providing such good service.

Pros: VOIP is just far superior to the older b, super expensive business phone systems.
Cons: You need a good internet connection all the time. Internet provider needs to be able to provide the right amount of bandwidth.
Would Recommend: Yes

After upselling on the quality and…

After upselling on the quality and versatility of their robust platform, our company signed with Nextiva. We’re a small operation and had fairly basic needs, and Nextiva frequently told us that they work with large Fortune 500 companies. So we felt confident that they’d be able to handle our small operation. We were wrong. Nothing worked. We spent about 10-12 hours in the first two weeks on the phone (personal cell phones… because Nextiva wasn’t working) with tech support. We were “escalated” a number of times, and they often dismissed our problems saying it was a new bug. It was almost humorous how many “new bugs” our small team apparently discovered. The simple call flows didn’t work and we had to rebuild them several times while the Nextiva people made changes on their end. Caller ID didn’t work (and still doesn’t). The desktop app wouldn’t accept calls. The cell phone app wasn’t simultaneously ringing for out-of-the-office needs. It was a disaster. Tech support wasn’t great. Each time we called, our basic problems were apparently too difficult for the first couple of techs to handle. We sat on hold for hours while techs tried to connect with their manager. On one occasion, we were escalated to “advanced support” and, during the call, we had to explain the difference between an IP address and a port number. Seriously? “ADDVANCED support”? Overall, we’re shocked that Nextiva allegedly handles accounts for large companies, but can’t seem to figure out our small operation. It really is mind-blowing. Nextiva does not provide the product nor the service that we were promised. But, we’ve wasted so much time on Nextiva that it feels like we ought to bite the bullet at this point. Simply put, if we could do it all over again, we would definitely choose a different company.

After upselling on the quality and versatility of their robust platform, our company signed with Nextiva. We’re a small operation and had fairly basic needs, and Nextiva frequently told us that they work with large Fortune 500 companies. So we felt confident that they’d be able to handle our small operation.

We were wrong.

Nothing worked. We spent about 10-12 hours in the first two weeks on the phone (personal cell phones… because Nextiva wasn’t working) with tech support. We were “escalated” a number of times, and they often dismissed our problems saying it was a new bug. It was almost humorous how many “new bugs” our small team apparently discovered.

The simple call flows didn’t work and we had to rebuild them several times while the Nextiva people made changes on their end. Caller ID didn’t work (and still doesn’t). The desktop app wouldn’t accept calls. The cell phone app wasn’t simultaneously ringing for out-of-the-office needs. It was a disaster.

Tech support wasn’t great. Each time we called, our basic problems were apparently too difficult for the first couple of techs to handle. We sat on hold for hours while techs tried to connect with their manager. On one occasion, we were escalated to “advanced support” and, during the call, we had to explain the difference between an IP address and a port number. Seriously? “ADDVANCED support”?

Overall, we’re shocked that Nextiva allegedly handles accounts for large companies, but can’t seem to figure out our small operation. It really is mind-blowing.

Nextiva does not provide the product nor the service that we were promised. But, we’ve wasted so much time on Nextiva that it feels like we ought to bite the bullet at this point. Simply put, if we could do it all over again, we would definitely choose a different company.

Would Recommend: No

So here’s the thing. I had a simple…

So here’s the thing. I had a simple request for service. I have two lines. Line 1 rolls to 2 if it is busy. If the second line is busy, it goes to voicemail and is transcribed into an email. And I wanted to use my own phones that I already owned. That is all I wanted. So they provided a fancy system that required all this setup, etc. After spending a whole day on the phone with the company, they still could not make it work the way that the sales person assured me it would. The final result was that it never would work the way I was told. This began three months of horrible phone service as I worked to get my lines ported back to my original carrier. That finally took place and now it has been over a week since I have even been able to get them to cancel the account. I would not recommend this company to my competitors even. Horrible. And good luck getting support on the line – who are also billing it would seem.

So here’s the thing. I had a simple request for service. I have two lines. Line 1 rolls to 2 if it is busy. If the second line is busy, it goes to voicemail and is transcribed into an email. And I wanted to use my own phones that I already owned. That is all I wanted.

So they provided a fancy system that required all this setup, etc. After spending a whole day on the phone with the company, they still could not make it work the way that the sales person assured me it would. The final result was that it never would work the way I was told. This began three months of horrible phone service as I worked to get my lines ported back to my original carrier. That finally took place and now it has been over a week since I have even been able to get them to cancel the account.

I would not recommend this company to my competitors even. Horrible. And good luck getting support on the line – who are also billing it would seem.

Pros: The sales people were friendly.
Cons: The sales people lied between their teeth.
Would Recommend: No

Robert Norton is the best at his job….

Robert Norton is the best at his job. Customer service and dedication to helping me fix my issue was great. He helped me so much with the problems I was having with the phone. Definitely knows what he is talking about when it comes to the job. Very knowledgeable guy. Honestly the best service I’ve had by far. Thank You Robert for all your help!! You are the best!!!

Robert Norton is the best at his job. Customer service and dedication to helping me fix my issue was great. He helped me so much with the problems I was having with the phone. Definitely knows what he is talking about when it comes to the job. Very knowledgeable guy. Honestly the best service I’ve had by far. Thank You Robert for all your help!! You are the best!!!

Pros: Customer Service.
Cons: No Cons.
Would Recommend: Yes

My business only consists of me, so my…

My business only consists of me, so my phone needs were only baseline. Despite the fact that I am not a big ticket for an enterprise or even mid-size business, they assisted me quickly, kindly, and respectfully. I will definitely recommend them to other people I know. Lots of love to these guys for their authenticity (a rare but precious find)!

My business only consists of me, so my phone needs were only baseline. Despite the fact that I am not a big ticket for an enterprise or even mid-size business, they assisted me quickly, kindly, and respectfully. I will definitely recommend them to other people I know. Lots of love to these guys for their authenticity (a rare but precious find)!

Pros: Great customer service.
Cons: None.
Would Recommend: Yes

I’ve been using Nextiva for my home…

I’ve been using Nextiva for my home office for a couple years now, we love the service. Simply it just works, call quality is great and customer service has always been professional, knows exactly what to do and gets it handled quickly. Darnell and Andrew have always gotten back to me and got whatever we needed sorted out.

I’ve been using Nextiva for my home office for a couple years now, we love the service. Simply it just works, call quality is great and customer service has always been professional, knows exactly what to do and gets it handled quickly. Darnell and Andrew have always gotten back to me and got whatever we needed sorted out.

Would Recommend: Yes

Alex assisted me in onboarding with…

Alex assisted me in onboarding with Nextiva. He was extremely professional, answered all my questions, helped me tailor my workflow setup, and made the whole experience seamless. Nextiva won out over many other VOIP systems with it’s reviews, businesses that utilize it, and price. I’m excited to start 2021 powered by Nextiva!

Alex assisted me in onboarding with Nextiva. He was extremely professional, answered all my questions, helped me tailor my workflow setup, and made the whole experience seamless. Nextiva won out over many other VOIP systems with it’s reviews, businesses that utilize it, and price. I’m excited to start 2021 powered by Nextiva!

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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