Nextiva Review: Beyond Calls, Into Video Conferencing

Who Is Nextiva?

Nextiva is a Connected Communications company headquartered in Scottsdale, Arizona. They offer a comprehensive suite of services ranging from business VoIP phone systems to video conferencing, text messaging software, and online fax solutions. Catering to both small businesses and enterprises, Nextiva has become synonymous with reliability and top-notch customer service since their foundation in 2006. Their feature-rich offerings include Anonymous call rejection, Auto attendants, video conferencing capabilities, and CRM integrations.
Renowned for their round-the-clock customer support and comprehensive onboarding tools, the company strongly emphasizes delivering an exceptional customer experience. Nextiva holds various compliance certifications such as HIPAA, SOC II, GDPR, CSA, and ISO 270001/27017/27018, utilizing TLS/RTP encryption to safeguard data. 

Pricing & Plans

Whether you're a small startup or a growing enterprise, Nextiva has plans designed to meet your specific needs.

Essential Plan: This plan is designed for small, in-office businesses seeking basic VoIP system capabilities. It features unlimited HD calling within the US and Canada, voicemail-to-email, and a standard auto-attendant with affordable pricing starting at $18.95 per month/user.

Professional Plan: Starting at $22.95 per month per user, the Professional Plan provides small teams with an array of added benefits, such as unlimited video conferencing, team messaging, and screen sharing. Additionally, it boasts advanced features, particularly highlighted through integrations with CRM apps.

Enterprise Plan: With pricing starting at $32.95 per month per user, the Enterprise Plan is tailored for expanding SMBs, offering advanced conference calls, call recording, and voicemail transcription, along with premium integrations to enhance productivity.

Nextiva Contact Center: Nextiva Contact Center offers customizable pricing options for voice-only and omnichannel Call Centre as a Service (CCaaS) solutions. Plans start at $50 per month per user and can be tailored to specific needs. Advanced call center functionality is available at higher tiers, ranging from $100 to $150 per month. Their sales team can provide detailed feature comparisons and custom solutions upon request. Additionally, all plans include 24/7 customer support via email, chat, or phone and real-time system alerts.

Features

Nextiva offers a comprehensive suite of features designed to elevate business communications.

HD VoIP phone service: Nextiva's HD VoIP phone service caters specifically to businesses, offering unlimited phone calls and video meetings in North America, seamless business text messaging, and online faxing. The Nextiva app transforms mobile devices into virtual offices, enabling connectivity from anywhere with an internet connection.

VoIP switchboard feature: Manage calls efficiently with Nextiva's VoIP Switchboard feature, accessing PBX functionality for seamless organizational communication. This enables Nextiva's advanced call-forwarding feature, which allows for easy redirection of calls to third-party destinations, ensuring crucial communications are always received.

Nextiva anywhere: Connect calls to external numbers, such as cell phones, ensuring continuity between desk and mobile devices without complicated setups.

Team chat app & SMS: Foster collaboration with instant messaging, screen sharing, message history, and video calls, streamlining workflows and enhancing productivity. You can also integrate text messaging seamlessly into business communications, using Nextiva's SMS feature to send and receive messages quickly.

Auto attendants: Nextiva's auto attendant acts as a virtual receptionist, routing calls seamlessly. The Receptionist Dashboard offers complete call control, line monitoring, queuing, and more, ideal for large organizations without local software installs.

Call recording & voice analytics: Gain valuable insights into your customer interactions with Nextiva's call recording and voice analytics features. Users can capture and review important conversations for training or compliance purposes, harness data-driven insights to enhance customer service, and supervise calls in real-time to ensure quality and compliance.

Voicemail & call rejection: Receive and manage voicemail messages efficiently within the Nextiva phone system. Maintain control over incoming calls with anonymous call rejection, ensuring a secure communication experience.

24/7 support: Nextiva stands by their users with round-the-clock support across multiple channels. Access assistance whenever you need it, with features including phone support, email support, chat support, a knowledge base, and a community forum where users can engage with each other and find solutions.

Additional call identification: Efficiently manage incoming calls with Nextiva's additional call identification features, including caller ID, call forwarding, and voicemail transcription.

Perks & Pros

Nextiva offers a host of features and benefits designed to enhance productivity, connectivity, and security. From their powerful mobile app that keeps you connected on the go to their adherence to strict security standards ensuring data protection, the company is committed to providing a comprehensive solution for all your communication needs.

Mobile app

The Nextiva mobile app is a powerful tool that empowers users to manage their communications effortlessly, even while on the move. Available for both iOS and Android devices, this app offers a suite of features designed to enhance productivity and connectivity. Users can seamlessly communicate by instantly making calls, sending messages, and sharing. Additionally, the app supports high-quality audio calls, ensuring crystal-clear voice communication alongside customizable preferences settings.

Secure & compliant

Nextiva adheres to the stringent ISO IEC 27001 standard, ensuring robust information security management systems. This compliance guarantees the platform provides secure data storage and encrypted communications to protect user data. Multi-factor authentication adds an extra layer of security, while firewall protection safeguards against unauthorized access.

Scalable

Nextiva's scalability means your communication system grows with your business. Enjoy the flexibility to adapt quickly, with unlimited users, flexible pricing plans, and customizable features that can be tailored to suit evolving requirements.

Demo availability

Experience Nextiva's capabilities firsthand with demo availability options tailored to your preferences. Take advantage of the free trial, live demo, and online resources to explore the platform and determine if it meets your business needs.

Comprehensive integration with third-party apps

Nextiva seamlessly syncs with your existing business tools to streamline operations. However, the depth of integration and variety of available apps vary depending on your chosen plan. For example, the Essential Plan offers fundamental integrations with popular applications and CRM systems like Salesforce, Zoho CRM, and Microsoft Outlook. In contrast, the Professional Plan offers users access to a broader range of integrations, including ConnectWise, Google Workspace, and Microsoft Teams. For those seeking comprehensive integration, the Enterprise Plan offers options such as Workbooks CRM, which seamlessly incorporates advanced phone features directly within the CRM system.

Variety of devices & hardware options

Nextiva supports a wide range of devices and hardware options, ensuring compatibility and flexibility. Choose from desk phones, softphones, mobile devices, headsets, and conference phones to meet your communication needs.

Drawback & Cons

While Nextiva offers a robust suite of communication solutions, users must be aware of certain drawbacks that may affect their overall user experience.

Reliance on a stable internet connection

Nextiva, like many VoIP providers, relies on a stable internet connection for optimal performance. This means that if the internet connection is weak or unstable, issues such as call quality problems, dropped calls, or difficulty in making and receiving calls can arise. It's important for users to have a reliable and robust internet connection to ensure the smooth functioning of Nextiva's services.

Challenges in home office setup

Setting up Nextiva for a home office environment may pose challenges for some users. This could be due to factors such as the need for specific hardware, configuration complexities, or technical requirements that are not readily met in a home office setup. Users may need to invest additional time and resources to ensure that their home office is adequately equipped to support Nextiva's services, which can be a potential drawback for remote or home-based workers.

Cancellation difficulty

Customers frequently face challenges when attempting to cancel Nextiva services, citing unclear cancellation procedures and extended wait times for assistance. Additionally, reports indicate instances of continued billing even after successful cancellation, leading to frustration and dissatisfaction.

Customer Reviews

Nextiva's customer reviews across multiple platforms, including G2, BBB, and Trustpilot, provide an in-depth look into the user experience. These reviews offer valuable insights that help potential customers make informed decisions regarding Nextiva's services.

On G2, Nextiva boasts a commendable 4.5-star rating, although they receive their fair share of complaints. Users often express difficulties with the call history display and navigating through their system, finding it confusing and time-consuming. Additionally, there are reports of incorrect services being added to accounts, leading to longer wait times and unanswered support calls. Despite these issues, customers consistently praise Nextiva's exceptional service, particularly appreciating the convenient and user-friendly mobile app. Many satisfied customers also highlight the company's competitive pricing and the inclusion of free devices.

On BBB, Nextiva holds an A+ accreditation with a rating of 3.62. However, users frequently express frustration due to frequent system breakdowns, which hinder their ability to fully utilize the service. One customer reported being unable to use the services after subscribing to a plan. On the other hand, the positive reviews express appreciation for Nextiva's reasonable pricing, ease of use, flexibility to add unlimited users and devices, as well as their satisfactory customer service and communication.

Lastly, Trustpilot rates Nextiva a solid 4.6 stars, with negative reviews frequently raising concerns about system functionality and occasional pricing issues. Many users across all the previously mentioned review platforms cited difficulty when canceling their service, with some experiencing continued billing even after cancellation. Despite the negative reviews, many customers praise Nextiva for their helpful and patient customer support, seamless syncing technology, and insightful analytics features. The company's dedication to regular platform updates and responsiveness to customer feedback highlights their commitment to enhancing the user experience and addressing concerns proactively.

How Do I Contact Nextiva?

To connect with Nextiva, you have several convenient options available. For sales inquiries, simply dial (800) 799-0600; for technical support, you can reach out to (800) 285-7995. Need immediate assistance? Use the live chat on their website to resolve your problem efficiently. You can also reach out by filling out a contact form online, emailing, or requesting a demo through their website. Nextiva stays connected on social media platforms, like YouTube, Facebook, X (Twitter), and LinkedIn.

Concluding Remarks

In conclusion, Nextiva emerges as a prominent figure in business phone systems, offering tailored solutions for companies of all sizes. Renowned for their reliability, top-tier customer service, and comprehensive suite of features, Nextiva has established themselves as a leader in the industry. Their commitment to security and compliance, evidenced by numerous certifications, ensures peace of mind for customers. 
Despite their focus on scalability and offering flexible pricing plans to cater to diverse needs, Nextiva still faces challenges such as reliance on internet connectivity and limitations in integration capabilities. Nevertheless, their dedication to innovation and customer satisfaction positions them as a strong contender in communications, empowering businesses with seamless and efficient solutions.

Use our comparison tool to explore your options easily and make informed decisions. Check out our blog for industry trends, expert analyses, and insider tips. Find the top 10 business phone system companies to streamline your decision-making.

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