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Nextiva Reviews

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4.2

/5

(Alternatives.co rating)
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Nextiva provides cloud-based CRM and Business Phone Software to successfully manage client relationships. It enables teams to assist clients across numerous communication channels and manage their interactions in a single platform. It assists businesses in automating procedures and also provides Artificial Intelligence Tools, a database builder, and a simple rules engine.

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G2
4.4
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Positive Comments
  • Windy D.Owner/therapist
    Review
    0.0

    Providing a business number that allows you to keep your personal number private while still allowing you to make business calls using your cell. This service is glitchy and frustrating at EVERY turn. From the transfer of our numbers from our previous provider to the day-to-day functionality of the mobile app. There has hardly been a single week that has gone by where something has not gone wrong. Currently, as of the time I am writing this review we are having the following issues with the mobile app: 1. One of our users is unable to access texting services at all... the website's FAQ guide shares how to allow access... this does not work. 2. Three of our users have reported texts that come through and then immediately vanish. 3. Three of our users have reported texts that come through hours if not days after the fact. 4. Random poor phone connection that is so terrible that I had to just resort to using my personal phone number, which of course, defeats the entire purpose of this service. 5. When a text DOES come through, it has taken 15 seconds plus to open the text and respond EVERY TIME! And sometimes, opening the text causes the app to crash, so you need to reload it and then wait an additional 15 seconds to open the text again. But honestly, the biggest disappointment for me was the customer service. We have had Nextiva since the beginning of this year (2022) and the 24/7 customer service is a joke. If you call, plan on at least 45 minutes to an hour BEFORE they get you out of hold land. And if you use the online chat feature, you can plan on significant wait times between the auto-response and getting an actual agent. As an example, yesterday I attempted to use the chat feature to talk about my continued texting issues, after 20 minutes of no response following the "we will get you over to the customer service team," I gave up... I had things I had to do, and I could not wait around on my computer. One of our users reported that she will initiate chat in the morning when she first wakes up in order for them to finally be ready to help her after she is done getting ready for work approximately 40 minutes later. The help you get from the chat varies in effectiveness; sometimes, it is very helpful, and sometimes they end up saying there is nothing they can do. Again, all of these ongoing issues are on top of the just massive headache that was the process of transitioning to them as a provider in the first place. Update: It has now been 12 months of using this service and in a review that is 11 months to long. My most recent issue began in late November and after 1) Three separate customer support tickets being submitted 2) 15 + emails (before I stopped counting) 3) blasting their Facebook comments section they are only now helping with the issue... It is now the new year. And almost the moment we had that issue on the mend my company gets charged over 100 dollars more than what we should have been. So while I have no doubt they have great people working there, this service is just terrible beyond words; I would recommend literally anyone else. The submit a ticket option on the website is useful, especially if you don't have a time crunch issue. They usually get back to you within the specified time and for the most part have resolved our issues... again only helpful if it was not something that 1) was ongoing and 2) needed to be addressed quickly. However they also close your ticket when they reply to you which is annoying and sends the message that your issue doesn't matter. Hello Windy D. Thank you for taking the time to leave us your review and share your thoughts with us. We hear your frustration with our support and if there's anything we can still do for you, feel free to reach out to us at hello@nextiva.com with your account information and we'll make sure to escalate any potential issues you may be having and our team will get back to you as soon as possible. Thank you.

  • Dawsen F.IT support
    Review
    0.0

    If you are looking to break down your call center into groups and specific queues, Nextiva is absolutely capable of making that happen but not without assigning your Bath queue DNIS number to your Deck number Or having your quinstreet calls go to your Bathwraps number. Overall the old Nextiva application was quite user-friendly; the downtime for our employees to learn the program was quite quick. Nextiva support. The Nextiva support team is useless. I can't count how many times I was connected to a support rep who was asked to do one thing and did the complete opposite. You will find that changing a DNIS number isn't something you can do as an admin, so you reach out to support and ask if they can assign the DNIS number to a specific campaign, in return you get your main line set to a random campaign and the DNIS number you gave them assigned as your main line. The sheer disconnect between support understanding and clients is astronomical. NextiaOne, how can a company the size of Nextiva release such an alpha build of a program to their entire user base? NextivaOne has more bugs than it has features that work. Nextiva is forcing its total user base to work with an unusable application. When we reached out to Nextiva for compensation, we stayed on hold for 16-24 hours total over 3-4 days. We were NEVER connected to a rep over four days! Clock in at 8 am, call Nextiva and stay on hold till I clock out at 4 pm and start the same process the next day. When we finally reached a rep, we were borderline laughed at and told that this would have to be escalated to an admin support rep whom we had never heard from. The only problems Nextiva has solved is us having reporting numbers; When you're not fighting with support to have things set up correctly, you have access to reporting which can show you what campaigns are performing and which are not. Hello, Dawsen. Thank you for leaving us your review and sharing your feedback with us. We're truly sorry to hear about the level of service you've received from us - we understand your frustration and would love the opportunity to connect and make it up to you. Your contact details/info are being shared with one of our Escalation Managers and they'll be reaching out shortly to you to assist. We look forward to connecting and providing you with the Amazing Service you should expect from us. Thank you.

  • Wanda P.Data and Operations Coordinator
    Review
    4.5

    I wanted to add that the customer service experience from start to implementation was superb! The people we worked with were engaging and informative about their respective areas of expertise. When our business phone service went live, we had about five outstanding issues we needed help with. I sent my list of items to our contact person, and she created a detailed ticket for us. Implementing a new phone service and learning how to use those phones is a task within itself, so I was ever so grateful for the assistance from my contact in getting my ticket created. I thought perhaps that one of my items would get lost in the dialogue, but to my complete delight, it did not. I was working with someone named Kelly O, and she was very responsive and detailed when sending me updates and suggestions. I appreciated Kelly O's suggestions because she willingly shared her knowledge of the system, which is valuable for a newbie like myself. The downside I have noticed is not related to my customer service experience mentioned above but has to do with the wait time in the queue, whether through chat or by phone. The wait time is a bit lengthy, and if that could be cut down, that would be helpful. With Nextiva, we can now perform our job duties onsite or offsite because the technology allows you to be connected in multiple ways. We can use our phones on-site as we usually do. Nextiva offers a computer app that you can download onto your computers, allowing you to answer phone calls from your computer and even have virtual meetings. Nextiva also offers the new Nextiva One app that will enable you to get calls from your cellphone, allowing you to conduct business anywhere. Hello Wanda P. Thank you for taking the time to leave us your review. We're glad to hear about your experience with Nextiva thus far and appreciate the feedback regarding our support wait times. Should you need anything, don't hesitate to reach out. Thank you.

Negative Comments
  • JCs Wildlife J.Retail
    Review
    0.0

    We have used several programs for communicating with customers, but most have a delay between the time you click that send button and the time your message is delivered. Some delays have been up to two hours, which is a major problem in online communication-- customers demand instant gratification and quick answers. Nextiva does not have that delay. There are a lot of glitches. A lot of little things just do not seem to work. And whenever there is an update, even more features stop working properly. However, I think the biggest problem is trying to get help for your issue. If the support team is unable to fix a problem, they just stop responding to requests and messages instead of following-through on an issue. So far, the unresolved issues that we are having include: not being able to respond via Nextiva CRM to eBay messages, not being able to use our Macros after an update, not being able to create our own Macros due to previous issues with the CRM, an ineffective chat feature between customers and stores (this is a big one-- chats get "lost", a chat is ended when the customer goes to another page or tries to minimize the chat pop-up, and then cannot be re-opened, chat notifications do not always come over, regardless of settings.... I could go on). UPDATE 7/23/2019: Nextiva read my review and they have reached out to me to try to resolve several of the outstanding issues. So far, the solutions have not worked, and we are back to where we started, but I am, at least, glad that we have started the conversation. I look forward to their promised improvements and to speak to them about a more pro-active approach when using the CRM. I am hopeful, which is a great deal better than how I felt when I originally left my review. UPDATE 11/5/2019: Ultimately, the issues we had were not resolved, and we had to find a new CRM. We are keeping the Nextiva voice and fax services for now, as that is their focus, and they are efficient at that. However, the issues we have had with their CRM have been frustrating, to say the least. With the exception of one of their SaaS Professional Services representative and their development team, their representatives lack proper knowledge of their product and do not communicate effectively with each other or their customers. The Customer Relations Escalations Manager was more concerned about my updating or removing my review than she was in seeing that our issues were resolved. Indeed, she contacted me a number of times under the impression that they were resolved when, in fact, the only thing that was accomplished was to make my team more frustrated. In the course of my trying to get our issues resolved, I sent multiple clarifications, screen shots, and even did a screen-share meeting with their Senior Solutions Delivery Manager, only to have him communicate the incorrect information with the development team and provide the same (incorrect) "fix" multiple times. As it turns out, their chat feature was so faulty that they removed it in order to rebuild it. It is supposed to be available in "several months." I also mentioned in my original review that I was having trouble with the Macro feature after an update in February. I had been trying to get help for that since the update. I shared this with both the Customer Relations Escalations Manager and the Senior Solutions Delivery Manager and was provided a work around, but nothing further. It was not until a meeting with the developers months later that they showed both the Senior Solutions Delivery Manager and me how the updated Macro feature works. I should point out that it does not truly function as well as it did before the update, but it was more efficient than the work around. The Senior Solutions Delivery Manager clearly had no knowledge before our meeting how that worked-- a huge red flag, but an accurate representation of the type of "service" we were receiving from both him and the Customer Relations Escalations Manager. Another issue I mentioned was not being able to answer buyer messages from eBay within the CRM. This again took months of discussion in order to not work. The Senior Solutions Delivery Manager continually provided the same "resolution", no matter how many times it did not work. I finally reached out to eBay on my own and was told that since the service they use is not one known to eBay, their developers simply needed to follow the instructions on a link that eBay provided to them. It was unclear if he ever shared that link with the developers, and it wasn't until the SaaS rep stepped in that a real solution was suggested. Unfortunately, by this time, we had received notice that the chat feature would not be available and had wasted so much time on other defects that we never were able to tell if the solution eBay provided worked. The score that I gave the Nextiva CRM earlier has not changed. Our issues were still handled poorly, and apart from teaching us and members of their own team how their features work, they were not satisfactorily resolved. I still cannot recommend their CRM service. This might work for you if you do not need to contact anyone directly, keep your cases together or updated, or if you do not need a mobile app or something to communicate on the go. It is hard to say if they are headed in the right direction because every time we take a step forward with them, they push us two steps back. Know exactly what you need and anything you may need in the future before you sign up because once you are past the initial setup, support will be hard to come by. It is hard to find a decent CRM without being charged for a lot of features we would never use. And we are able to communicate with our customers.

  • Verified User in Hospital & Health CareMid-Market(51-1000 emp.)
    Review
    0.0

    There isn't much good about this system. The simple interface seems attractive to those who don't have much experience with phone systems or have been working with clunky interfaces like Cisco's CUCM. But you'll quickly find out that the interface is all for show. Basic changes to ring groups (Nextiva Teams) often don't take. Editing call flows is a nightmare and extremely difficult to trace the flow because even though the call flows are graphical, they are not interactive. This means if a call flow sends a call to a different flow you have to back out of the flow you have open. Then find and open the other flow. The CRM is far too basic for even small companies. And support will do everything they can to blame the customer for any and all call quality issues. Is everything too harsh? The worst is the call center. The attractive front end is just a smoke show for anyone needing Call/Contact Center. To set up a call center the front end must be configured to 10 digit dial to number configured in the call center interface which is when you are back in the 2004 Cisco/Broadsoft interface. But even if you can navigate this interface you don't have enough rights to manage licenses so while you've assigned licenses on the front end they are not active in the call center until you call support. Since Nextiva has 300 employees in Ukraine, support has been poor since the war in Ukraine began. The reporting is terrible and can not access via any remote method in the chance you have DBAs. Not even automated email. You can't even get the Nextiva Analytics page, which is very pretty by the way, if you're not a full-blown administrator. So forget about letting managers run reports on their employees. I could go on, but I have seen some garbage in my years. I have extensive experience with Lucent, Avaya, Cisco/UCCX, Asterisk, Shoretel, Nortel, Fuse, Vonage, Ring Central, TalkDesk and many others I have forgotten about. Nextiva has been the most frustrating experience of my career. Thought I would add to the review after dealing with yet another ongoing issue. When editing a team or call flow the system often won't accept changes. A simple edit today of removing a user from a team caused the entire ring group to fail. The removed user became the only one in the group while the active users could not receive calls. Even removing all the users and re-adding did not change the team options. It took tech support almost 45 minutes to resolve the issue. End result: one of the most called departments in our company could not receive calls for nearly 2 hours this AM. EDIT: 7/12/2022 While support continues to be a major issue Nextiva's inability to track and resolve call quality issues is beyond frustrating. Most hosted systems provide some basic call quality reporting. Nextiva does not. Find a different product. We haven't solved anything. We went from a working Cisco environment with extensive reporting and rock-solid performance to Nextiva. We hoped to solve the on-premise maintenance and capital cost issues of refreshing our Cisco system. But the cost of Nextiva is not as low as anticipated. For the cost of 1 year of Nextiva we could have refreshed hardware and kept access to our reporting and the ability to troubleshoot issues. The TCO for a 3 year contract with Nextiva when factoring in the support and lost business due to system problems will be far beyond the TCO of staying with Cisco. And for those of you who know, Cisco is not the cheapest or best option on the market. Hello, there. Following up on the review you left us on April 18th - we would love the opportunity to speak with you regarding the dislikes mentioned in your feedback. The Customer Success team at Nextiva is actively looking at feedback like yours and addressing issues our customers have experienced throughout 2022. Would you give us the opportunity to speak directly with you regarding your review? Please send us an email at reviews@nextiva.com with your name and account number and one of our Customer Success Managers will be reaching out to you directly. We appreciate the opportunity to serve you better. - Team Nextiva

  • Verified User in Consumer GoodsSmall-Business(50 or fewer emp.)
    Review
    0.0

    Offering many phone functions, CRM and text messaging Phone system with many problems. I spend a week on the phone with tech support and nothing was fixed. Unresponsive managers. I ordered Nextiva service because of the good reviews. I was told that the phone porting can be done in 4 weeks, meantime the customer service put in spreadsheet all details about auto attendant and other functions. After 4 weeks I asked when would be the porting I was told that it takes 4 weeks from the 4 weeks. That was my fist surprise. Just before the porting they misinformed me about the date and and time and the porting was done without my knowledge. First week of the Nextiva phone service was terrible. Auto attendant was not setup as planned. Text messages were not working. CRM not working. I spent days asking to fix things but each time more problem and more things did not work. We were running in circles with the problems. The waiting time for support was up to 50 minutes. They usually were not able to fix the issue but forwarded the case to the next level. I talked to the manager and he forwarded me to the technician. The technician forwarded my case again. I wrote an email to the manager but I did get a reply. Today I called to cancel the service and the rep. ask me to hold while he created the support ticket, I was waiting for 10 minutes. After that he ask me wait while I would be transferred to support team. I was waiting for over 40 minutes. This support person asked me to wait white he would write a support ticket again. I asked him while is he doing this since his coworker did it already. He told me that there was no prior record of the ticked created today. He informed me that someone would call me today or next day. I spent days on the phone and on computerwith the setup team and technicians and things are were working. 1. I emailed many times before porting asking if the setting in auto attendant were set right. After porting the auto attendant was mess and as today it is not fixed, it is total mess. 2. Popup CRM is not working well. 3. CRM is login out users all the time. 4. Some CRM users would log in to the CRM and next day they would not log in to CRM at all. 5. SMS messages not working, I was with technician on the phone days ago and the technician confirmed the the SMS were working. Today I was on the phone again because the SMS were not working. I got the email confirming that the SMS is working, I checked and it is not working. 6. When I was ordering the phone service I was told that customers can leave a voice message and I will see the red light on all phones if voice message is there. I really needed the red light to be blinking onallphones. Today I called the technician since the customers were not able to leave a message. The technician fixed the issue andinformed me that there is no way I would have blinking red light after the message is left and this is the hardware problem, the phones I received form Nextiva are not able to have the option. He said that I need to call the voicemail every few hours to check if voice mail would be there if I need to know if the voice mailwas left by customers. That was a big surprise to me. I talked to another technician later on and he said that I can have the blinking light only on 1 phone. I have 9 identical phones but the Nextiva system don't have the function I used to have with another company. I was misinformed by the sales to start with. I was waiting long time for the problems to to beresolved but nothing was resolved so far. We appreciate you taking the time to leave us your feedback. We're sorry to hear that you're facing these issues and would like to help you to a resolution. We'll have our team reach out ASAP.

GetApp
4.1
Top Comments by GetApp
Positive Comments
  • Joshua K.Restaurants
    Review
    5.0

    No Comments

  • Jessalyn A.Computer & Network Security
    Review
    5.0

    No Comments

  • Kat P.Religious Institutions
    Review
    5.0

    We all love the Nextiva phone service. So easy to use, no issues with connectivity, service and support are fantastic.

Negative Comments
  • Reed L.Construction
    Review
    1.0

    Awful

  • Nick S.Entertainment
    Review
    1.0

    Very bad management company and customer relationship and security The worst company on the planet after 10 years with them they give all our phone numbers overnight to another company and making us go out of business with all advertisement and marketing and we cannot get any answers from no one management or customer relationship we have no choice except to go to the federal communication court To get our numbers back

  • Anonymous ReviewerHealth, Wellness and Fitness
    Review
    1.0

    Very poor System

Trustradius
4.0
Top Comments by Trustradius
Positive Comments
  • ANTOINE FOREMANTelecommunications Engineer
    Review
    3.5

    We currently use Nextiva VoIP Call Center as our physical and softphone PBX solution. It works out great for users that are in the office that still prefer a physical phone, as well as remote users that don't have the space for one, so use a softphone instead. There's no difference in sound quality on either, but the softphone is a better cost value for small businesses and remote users. Call recording, internal calling only (ext), international calling, and call center reporting and monitoring are some of the features available for a lesser or additional cost and may require additional software and licenses packages. As an admin, the GUI software is pretty easy to use compared to its predecessor, Momentum. It uses the same Broadsoft system, but place a GUI on top that makes it a breeze to get where you need to go and easier to locate things.
    Overall I believe Nextiva VoIP Call Center is a solid cloud PBX solution compared to some of the others out there. The cost is similar to most of their competitors but can get pricey depending on all features needed for your companies' operation. Very user-friendly for both basic and admin users with its clean GUI system. The only downside is that even as an admin, some things require support's assistance, and may take a while since their response time isn't the greatest in my opinion.
    Call Recordings. PBX Solution. Remote users phone solution. Call center monitoring and reporting.
    Admin doesn't have access to do everything and sometimes requires support's help, which could take a while. There's a cost for every little feature, which could deter companies from using it. Needs better response time from support.

  • Arnie FranciscoCRM Administrator
    Review
    5.0

    I will focus my evaluation on their VOIP system, and if I compare it to those providers I've used before. Nextiva is so simple and very helpful and the main reason is actually their pricing. If you are a start up business looking for tools to use in your calling efforts, I think this is a good option for you to look into.
    Their system is suited when the nature of your business requires to make outbound calls to a lot of businesses or offices or even consumers. If you are looking to start a homebased project especially in our situation right now (pandemic), I strongly suggest using Nextiva as your service provider. Again, I don't think there's a perfect CRM solution that will match exactly how you operate your business but this is close to perfection and also good to your budget.
    Accommodating customer hotline. Lower rate. User friendly recording portal.
    Whenever you log in to their recording portal, it always takes a while before it loads up to their default page. I'm not quite sure if this is because of the volume of recorded calls or something else. In their recording portal, sometimes you thought the call was not recorded but only to find out that you would sometimes need to add a plus sign and 1 in the beginning of the 10 digit phone number where normally you wouldn't need it. When you download a recording, I would've wanted to see the recording file downloaded and not a zip folder that I have to still extract the recording file from. I know it is possible to just download the file because that's what I appreciate in downloading a recording to a competitor CMV.

  • Fabiana ParejaGraphic Designer
    Review
    4.5

    This software helped us in a great way, with the way we were serving our customers. It has a technical service that helped us in the eventualities that we could have. Its integration with other tools such as social networks, email, calls and messages, ensures that the fluid communication with the client is not lost.
    If you need a software that helps you improve communications with customers in different channels, Nextiva VoIP Call Center is the best, because not only improved communication with each customer helping to solve their situation, but allowed each agent could serve more customers daily in an easy and organized way.
    The automatic responses in chats, welcome emails and notification emails have simplified the team's tasks, as we have been able to solve problems easily and make customers feel special. Its interface is very interactive and easy to understand for our agents, making their work faster and more efficient. Complaint monitoring is a very important function to know the problems and give prompt response to customers.
    Sometimes the system does not notify us when there is an incoming call, on hold or an email has arrived. It happened to us only a couple of times, that the system tried to crash and the screen froze. I don't know if it was software or computer problems. There is a slow learning curve to add all the information to the software database.

Negative Comments
  • ANTOINE FOREMANTelecommunications Engineer
    Review
    3.5

    We currently use Nextiva VoIP Call Center as our physical and softphone PBX solution. It works out great for users that are in the office that still prefer a physical phone, as well as remote users that don't have the space for one, so use a softphone instead. There's no difference in sound quality on either, but the softphone is a better cost value for small businesses and remote users. Call recording, internal calling only (ext), international calling, and call center reporting and monitoring are some of the features available for a lesser or additional cost and may require additional software and licenses packages. As an admin, the GUI software is pretty easy to use compared to its predecessor, Momentum. It uses the same Broadsoft system, but place a GUI on top that makes it a breeze to get where you need to go and easier to locate things.
    Overall I believe Nextiva VoIP Call Center is a solid cloud PBX solution compared to some of the others out there. The cost is similar to most of their competitors but can get pricey depending on all features needed for your companies' operation. Very user-friendly for both basic and admin users with its clean GUI system. The only downside is that even as an admin, some things require support's assistance, and may take a while since their response time isn't the greatest in my opinion.
    Call Recordings. PBX Solution. Remote users phone solution. Call center monitoring and reporting.
    Admin doesn't have access to do everything and sometimes requires support's help, which could take a while. There's a cost for every little feature, which could deter companies from using it. Needs better response time from support.

  • Arnie FranciscoCRM Administrator
    Review
    5.0

    I will focus my evaluation on their VOIP system, and if I compare it to those providers I've used before. Nextiva is so simple and very helpful and the main reason is actually their pricing. If you are a start up business looking for tools to use in your calling efforts, I think this is a good option for you to look into.
    Their system is suited when the nature of your business requires to make outbound calls to a lot of businesses or offices or even consumers. If you are looking to start a homebased project especially in our situation right now (pandemic), I strongly suggest using Nextiva as your service provider. Again, I don't think there's a perfect CRM solution that will match exactly how you operate your business but this is close to perfection and also good to your budget.
    Accommodating customer hotline. Lower rate. User friendly recording portal.
    Whenever you log in to their recording portal, it always takes a while before it loads up to their default page. I'm not quite sure if this is because of the volume of recorded calls or something else. In their recording portal, sometimes you thought the call was not recorded but only to find out that you would sometimes need to add a plus sign and 1 in the beginning of the 10 digit phone number where normally you wouldn't need it. When you download a recording, I would've wanted to see the recording file downloaded and not a zip folder that I have to still extract the recording file from. I know it is possible to just download the file because that's what I appreciate in downloading a recording to a competitor CMV.

  • Fabiana ParejaGraphic Designer
    Review
    4.5

    This software helped us in a great way, with the way we were serving our customers. It has a technical service that helped us in the eventualities that we could have. Its integration with other tools such as social networks, email, calls and messages, ensures that the fluid communication with the client is not lost.
    If you need a software that helps you improve communications with customers in different channels, Nextiva VoIP Call Center is the best, because not only improved communication with each customer helping to solve their situation, but allowed each agent could serve more customers daily in an easy and organized way.
    The automatic responses in chats, welcome emails and notification emails have simplified the team's tasks, as we have been able to solve problems easily and make customers feel special. Its interface is very interactive and easy to understand for our agents, making their work faster and more efficient. Complaint monitoring is a very important function to know the problems and give prompt response to customers.
    Sometimes the system does not notify us when there is an incoming call, on hold or an email has arrived. It happened to us only a couple of times, that the system tried to crash and the screen froze. I don't know if it was software or computer problems. There is a slow learning curve to add all the information to the software database.

Capterra
4.1
Top Comments by Capterra
Comments
  • Verified Reviewer
    Review
    5.0

    We've been Nextiva customers for at least 5 years. It's been a long road with them and we were one of the early adopters. A lot of what could be classed as "negative" I think in hindsight was due to the rate of growth and common young business realities. However, we stayed with Nextiva due to the service. The staff are trained well and encouraged to support clients to the best of their ability. They give the resources required to do a good job, which is really costly but so important. As they grew this part didn't change, they've been able to maintain their amazing service model for many years. As they have released new products into the market they've given us demos and previews and asked for feedback, which we are happy to provide. It's very obvious that they're trying to build the right technology and want to make sure it's addressing the core of a problem. They're obsessed and it makes their products the best on the market. This is why we are always open to trying each new product. There is always something to learn and we don't know how it could positively impact us. Once you partner with Nextiva you get the impression you're being brought into something much bigger and it's really exciting, and fun too.
    The benefits of working with a company like Nextiva are really endless. First of all, they have great solutions for business communications and management tools. They are well crafted to address problems and they've been honed over many years and with many clients. The experience this organization has is baked into everything and that means the service is amazing too. They can see a problem and solve it before you're even aware. It's really amazing to see how they work. The team we work with has an intimate understand of our businesses specific needs and can proactively offer ideas and options for tools we may need in future. We're not guessing and shooting in the dark anymore. Our technology roadmap has a solid foundation and a clear future. There are some newer tools, like the NextOS platform, that will be even more amazing than some of their originals like VoIP. With the NextOS platform, they have looked at their clients and what their needs are and developed something that's truly cutting-edge. Making AI and Machine Learning available to small-medium sized businesses is something they can really be proud of and it's going to have so many positive outcomes. It's so much more than a CRM and it touches the entire business from frontline workers, to analysts and project managers, all the way up to the CEO.
    This technology is quite demanding on a business. It calls for visionaries and trailblazers to envision how it could benefit, and then they must spearhead the work. Once live, the tools push for efficiencies and the transparent reporting makes it clear if there are people who are not pulling their weight. This can result in lots of organizational change. It's important to understand how to handle this sort of information and enable your organization to adapt in the best way. Otherwise, I can imagine, there could be some negative outcomes too or at least unexpected one. Essentially, those that don't like efficient and productive systems will not enjoy the way these tools change the business. It's as simple as that. They also make the whole go-live process very streamlined and simple. You're not left to work out how to launch like with some technology services. With Nextiva, they're there with you every single step of the way. They do everything in their power to make it a successful experience. We did a project with another company a year or so ago and we realized we were used to the amazing Nextiva service which it turns out is actually quite rare. Really we just need Nextiva to be providing all our software! At least that's my solution to the problem!

  • David K.IT admin
    Review
    4.0

    The best things about working with Nextiva are 1. Our Sales Rep . 2. Amazing! HD Call quality compared to our old VoIP Service. 3. Versatility of the software. Our Sales Rep worked his ass off for us. And had the patience of a saint with my million and one questions, and reworking the quotes to our needs over & over & over.... Over a years' worth of questions and reworking the quote to something we could get the big boss to sign. Let's be realistic any time you are making this big of a change to your corporations 30+ phone network in multiple states. it will never go 100% perfectly without a hitch as much as you prepare and strive to make every preparation. Two months before our ISP was to be installed was when we had our first glitch at the beginning of the setup process while I was on vacation with the family, and only had access to my Cell phone. And I got the much-dreaded email from the Boss saying no-one can call in on our Toll-free phone number. We're losing sales! What's going on? This could be a career-ending type of event. Our toll-free number just stopped working 2 months before the date we requested the porting to take place. I Called the sales rep. He assured me it wasn't anything that Nextiva did. About 15 minutes later the sales rep called me back. O' My god it was us! He figured out what happened and mad things happen on his end to get our phones back up temporari He Saved my Bacon!
    The simplicity of administration. Ability to configure the system to our style of use. Analytics Savings over old service
    Ease of use to add and manage users in multiple cities and states remotely. Ease of adding new phones or devises Like VoIP PA Speaker in the Factory. And cordless phones as a secondary phone sharing a single Ext # with a desk phone. The old Cell Phone App. (not the new one) everyone loved this App.
    1. Build Call Flow is a total Fake selling tool used to show potential customers how easy it is to configure your call flows. It's total BS. If you call customer support to assist you in a new configuration they tell you. O that doesn't really work anymore, we need to configure it on the back end for you. Don't try to use it. If it's nonfunctional don't try to sell me on how easy it is using it.

  • Aaron B.Owner
    Review
    3.0

    I would avoid Nextiva at all costs. If I had a time machine, I'd go back and talk to my past self to avoid them like the plaque. You could not get me to switch back to them even if their service was free or they offered to pay me to use their service.
    We were having a lot of quality issues with phone calls from Ooma Office and frequent disconnects.
    Their phones did come preset up and the onboarding process was very streamlined. When I did need technical support, they were quick to resolve the issues.
    Where to begin, their pricing and contracts all but force you to stick with them long term or pay an arm and a leg to leave. I should have known better than to sign any contract, but wanted to save a little bit on the upfront costs (by getting a free phone) and slightly lower monthly rates. When I did leave Nextiva, I happily paid to break my contract, even though I shouldn't have had to pay any ETF at all. More on that later. While Nextiva's technical support was great, good luck if you ever need customer support for billing or contract issues. When I was finally fed up with the prices Nextiva was charging, I went back through my contract and noticed that Nextiva did not honor their end of the bargain. When I called up customer service to end my contract, the customer service agents tried to weasel their way out of it, trying to explain one thing that they meant, but clearly wasn't literally written into the contract. Trying to leave them was a literal nightmare, because they broke their contract and I refused to pay the full ETF, I had to speak with a manager, who was supposed to call and never did. I had to call them 20+ times to finally get in touch with this manager. And because this manager was assigned to my case, I couldn't get another manager to fix things in the mean time. I'm 100% sure if I wasn't so persistent, I never would have gotten through to finally break free. Don't walk, run far far away from Nextiva.

  • Verified Reviewer
    Review
    5.0

    Straight up, I partnered with Nextiva as I was looking for a good offering to bring to my clients who were unhappy with other local providers, most commonly Comcast's "Business Voice Edge" hosted VoIP service. I was introduced to Nextiva and have always been leary of hosted VoIP that doesn't come from the carrier you're getting Internet via. When you're on VoIP with your Internet carrier, there is usually a Quality of Service (QoS) type of system put on your connection that ensures general Internet traffic will not drown out your voice calls. This way you can blast Netflix all you want, the voice calls still go in and out first. Suffice it to say, I have yet to encounter major problems with voice quality and bandwidth issues. Support is amazing. The person that answers your call is the person that's going to resolve your issue. Right then. No callbacks. They are knowledgeable and friendly, and if they happen to not know an answer right off the bat then you get muted very briefly while they check in with someone more familiar about your specific scenario. Their onboarding process is simple, yet thorough. If your phone call flow scenario is complicated, they're going to fine tune that with you to ensure your calls are directed in the manner they need to be. They also began offering phone rentals this year, which I'll be honest more clients have asked for versus purchasing units. Rental offerings are cost effective and offer you much better warranty terms. Thanks, Nextiva!
    Support is amazing! Everyone is friendly, helpful, there's no transferring around or long hold times. I have yet to have a bad support experience with Nextiva.
    While it's a common practice in many telecom service offerings, once you make a purchase you are locked in for term. There's no option for turning down services if your company downsizes to save on expenses

  • Verified Reviewer
    Review
    5.0

    We have been very impressed with how much Nextiva thought of when they were creating NextOS, and are looking forward to seeing what other features are rolled out in the future that we may find useful.
    Nextiva have really delivered a total single platform communication system - NextOS is a great product, that delivers on all fronts. We were running multiple systems and everyone needed two monitors and lots of tabs open in order to follow all our processes and capture the same information across multiple systems. We had tried to make it more efficient and streamline as much as possible, but when you are using multiple tools there's only so much you can do. We always thought that was just the way it had to be, but once we found NextOS we realized we could simplify the entire business by moving to a single platform for all our business communications. Having everything on one platform has increased our data quality and the quality of the reporting, while also reducing the time taken to create those reports. It gives us a lot better view of our customers, what they are wanting, and the sentiment analysis is really beneficial. It's saved all of our staff a lot of time, and new starters to our business always comment that it's so much easier having one system that does everything compared to their other workplaces. We were impressed with Nextiva's approach to training and followed their recommendations and we were pleased with how that went. It was a big change for our business but their high level of support really helped smooth out the process.
    It's a big change for staff when you are implementing a new system that they will be using for 95% of their work day. It replaced a lot of other systems, so the business change was significant.

  • Verified Reviewer
    Review
    5.0

    The product offering is really compelling as it's got the capabilities for enterprise level businesses without the cost and complexity of implementation. The service and support is also excellent and Nextiva are clearly invested in ensuring the success of their customers. Overall we've been very impressed with the work to date and the results too. It's also a huge peace of mind thing for the board of directors as we have had to change a lot of systems over the last 5 years and that was a hugely time and money intensive effort. With Nextiva, it seems we've finally got what we need for both todays needs and the future needs we expect in the coming years. I would highly recommend Nextiva to other medium sized businesses who are looking for an all in one coms solution.
    The Nextiva NextOS platform is helping our staff do their jobs better, and in less time. Within our Data team the reporting processes that use to take up 2-3 days of the week are now a couple of hour's work. On the sales team side of things, the team are converting sales at a higher than average rate. On the customer side, the wait times are down and customer sentiment is improving. This is all in one single system. It's pretty incredible.
    I don't know if I'm aware of any downsides of this platform. I guess if you didn't want to know all the ins and outs of your business, then you wouldn't want to have the transparency and information that this platform generates. Also, it's a big job determining how to implement if you're transitioning off other systems onto this one. You do have to invest in it to ensure you make the most of the capabilities. In our case we believe it to be a solid decision to set us up for the future.