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Updated on: November 18, 2019
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Nextiva

Customer Experience Suite for a Complete View of Customer Journeys
(69 Ratings) Write Review

Nextiva is a customer experience management suite that is aimed at revolutionizing the communication aspects of businesses and helping them convert more prospects. It is relevant for businesses of all sizes, including Family Businesses, Franchises, Sole Proprietorships, SMEs, and Enterprises. With Nextiva, all conversations can be managed at a single location and managers can dig deeper into what customers are talking about. And with instant data and analytics as a backup, it becomes easier to drive better decisions. The tool even allows automating of communication tasks on the basis of how customers interact with the business. Users can track customer journeys with the help of native and existing tools, streamline communication pipelines, manage different cases, and tap into the sentiments of their customers. By sending the right message at the right time, they can delight customers and improve their overall brand experience.

Nextiva Features Show All Features

Nextiva Technical details

Support 24/7 (Live rep) Business Hours Online Customer Type Large Enterprises Medium Business Small Business
API NA Location / Phone Number Scottsdale, AZ - 85250 / +1 800-799-0600
Deployment SaaS/Web/Cloud Mobile - Android Mobile - iOS Installed - Windows Installed - Mac Category Call Center Software

Nextiva Pricing

Pricing ModelFree Trial , Subscription
How much does Nextiva cost ?
The pricing for Nextiva starts at $20.0 per user per month. Nextiva has 3 different plans such as - Basic at $20.0 per user per month, Pro at $25.0 per user per month and Enterprise at $30.0 per user per month.
Basic
$20 /User/Month
  • Communication : $20 per User per Month
  • Customer Relationship : $10 per User per Month

Features

  • Communicate
  • Manage Prospects
  • Service Customers
  • Collaborate with Teams
  • Analyze Your Business
Pro
$25 /User/Month

Communication : $25 per User per Month

Customer Relationship : $20 per User per Month

Features

  • Includes features of Basic plan, plus
  • Survey Customers
Enterprise
$30 /User/Month

Features

  • Includes features of Pro plan, plus
  • Chat Live on Your Website
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Disclaimer: The pricing details were last updated on 17/05/2019 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

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Nextiva Reviews

OVERALL RATING
4.7
Based on 69 Rating(s)
Rating Distribution
  • 63
  • 3
  • 3
  • 0
  • 0
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Source : g2crowd.com
(Reviewed on 29 July 2019)
"Simply works as advertised!"

What do you like best?

Simple to use, straight forward. The Nextiva team made the setup seamless. They recorded the greetings and accommodated any last minute changes,

What do you dislike?

The self-service capabilities need improvemen. Every small change i had to call them. Their support was so good, it was easier to just call them and have them make the changes in the configuration.

Recommendations to others considering the product:

Great product, easy to setup and a great team to work with!

What problems are you solving with the product? What benefits have you realized?

Simple virtual phone system for our team

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Source : g2crowd.com
(Reviewed on 26 July 2019)
"Nextiva gives us great connectivity and contact insight"

What do you like best?

The cost is something I like quite a bit about Nextiva. Nextiva is definitely the most cost effective solution we found when considering all of the features it offers. We also have gotten a lot of use out of the conference bridge included in our package. We have also rolled this product out at our multiple locations and it's been very easy to implement.

What do you dislike?

While the system functions most of the time, there are some ghosts in the Nextiva system that can be difficult to root out on the internal network side. Some we just live with as they are hard to pin down to any specific person or location. I feel this is more attached to the service being VOIP, than any fault of Nextiva's product. It's important to remember that technology is by no means perfect and a system running optimally is still going to experience some bugs. It's the nature of the beast.

Recommendations to others considering the product:

Make sure your network has good QoS before considering VOIP. If your network has any fluctuations or hiccups, VOIP systems are sensitive and act as a sort of alarm system. Because of this, you will see issues arise in your telecommunications, even though that system is not at fault. You should be as wise as possible about the contract management with Nextiva. We set up an initial contract as we were vetting the product and when we decided to go full scale we struck another contract, effectively quarantining a few of our smaller companies from being able to communicate properly with the rest of the company.

What problems are you solving with the product? What benefits have you realized?

As odd as it might sound, I feel we have mainly benefited from Nextiva's customer service and account manager. When problems arise, reaching them is quick and easy and there hasn't been a problem yet they were not able to solve efficiently. These people seem willing to bend over backwards to make sure everything is okay in your world.

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Source : g2crowd.com
(Reviewed on 09 July 2019)
"Becoming the standard in VoIP in our industry"

What do you like best?

The VoIP service from Nextiva has all the features we need and our team found it easy to adjust. In terms of price it is also very reasonable.

What do you dislike?

Nothing specifically comes to mind. I think it would be best to have more than just the VoIP service, at the moment we’re integrated with Salesforce CRM but that’s not ideal. The Nextiva service is better if you use more than one if their products.

Recommendations to others considering the product:

Consider getting on the platform for more than just VoIP. It seems that the tools are designed to work seamlessly together. If you add on in a piecemeal way to an existing software it’s not the most ideal set up.

What problems are you solving with the product? What benefits have you realized?

We had to cut costs on our phone service and VoIP was the clear choice. Nextiva was ideal as it had the features our sales team and customer service teams had requested. Many of our competitors are also using this system so it’s certainly important to keep up and you have to have the right support software to do that.

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Source : g2crowd.com
(Reviewed on 19 June 2019)
"Okay"

What do you like best?

It was an okay product to use. Not quite the best but I was able to Answer phone calls fast

What do you dislike?

It used to glitch at times we change to a new software that is better do I don’t have to worry about the bugs at it used to have while making phone calls

Recommendations to others considering the product:

It should give you opinions to save customers info in a little profile contract screen

What problems are you solving with the product? What benefits have you realized?

Answering phone calls from customers, easy to dial customers back and also decline calls even though I never did it but it was an opinion

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Source : g2crowd.com
(Reviewed on 04 June 2019)
"Essential for scaling up"

What do you like best?

The tools from Nextiva enable our business to prepare for great volumes without incurring a lot of upfront cost. Nextiva is both a long and short term solution for us. It’s helping up to scale up, grow and be more efficient all with one central tool.

What do you dislike?

I think it would be great to be able to customize more of the smaller business packages. I still feel we’re paying for some features that we don’t currently need so it’s a little more expensive than we want right now. But it’s still the best option out there and certainly things we’ll need in the not too distant future.

Recommendations to others considering the product:

Talk to some of the other businesses using their tools and see what package is right for you. It’s great to have all the features but if you’re a small business, like ours, you may be able to get away with a lower tier option in the short term and then step up later. We didn’t explore this in depth because we had the budget and now wondering if we could have been more cost efficient by choosing a different option for the first year and then stepping up as we needed. Not a huge thing but something to consider.

What problems are you solving with the product? What benefits have you realized?

We had huge fluctuations in call volume as we’re a new and fast growing business, things are changing all the time and it’s hard to manage our businesses short and long term needs. With Nextiva, we are able to make our people most effective and ensure that were not missing any touch points with customers. The automation is huge and the call queuing and forwarding enables our key people to prioritize work better and ensure that workload is shared throughout the team. If you’re looking to improve the management of your customer’s communications, then Nextiva is well worth talking to.

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Source : g2crowd.com
(Reviewed on 29 May 2019)
"The AI Advantage"

What do you like best?

I like that we know we have the best technology available on the market today. It’s far better than anything our competition is using and our service shows it. We’re ready for growth and Nextiva has a foundation for it.

What do you dislike?

We took a long time to make a decision. In the end we chose Nextiva but really it was clear they were the best option from the start, we were just nervous about the decision so it took a long time.

Recommendations to others considering the product:

I wouldn’t spend another 6 months if we were to do it all over again. Nextiva are by far the best out there so it is and should be a simple decision. It’s well worth the investment in terms of time and cost to go live and we are seeing the fruits of the tool, even just 3 months in it was clear

What problems are you solving with the product? What benefits have you realized?

The business problem was missing touch points with customers, poor service and slow response times. We needed to speed our whole process up, get the team fired up again and give them a tool that supported their efforts. Nextiva has created that tool and made it simple for sales focused businesses to support their people. We’re very happy with the results so far.

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Source : g2crowd.com
(Reviewed on 26 May 2019)
"Great service to match a great product"

What do you like best?

We had a lot of help from our rep James, he made it a simple transition and ensured that we were well trained and confident on the system. It took a lot of stress off us to have him available for our questions and queries. He was really patient with us.

What do you dislike?

Nothing really comes to mind. I think that if there were any issues or problems they were all handled by James and so we didn’t have reason to panic at any point along the way.

Recommendations to others considering the product:

Nextiva has great service so I recommend leaning on that. When you have questions just ask. Don’t be afraid to push for what you need. They want to help and it’s in their interests for your business to be successful. If something isn’t going right, then you have to speak up or it can’t be resolved.

What problems are you solving with the product? What benefits have you realized?

It was pretty simple for us, we needed a more up to date service that could accommodate our nationwide team. We are usually managing clients from a distance so we needed the technology to support that, things like good conference lines, video, messaging, automation etc. Nextiva’s service was clear and made sense for our particular needs. The pricing was good so all in all it was an easy decision for the team.

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Source : g2crowd.com
(Reviewed on 23 May 2019)
"Empower your sales team"

What do you like best?

Nextiva’s suite of tools is amazing for driving sales teams. We have been able to increase our teams motivation just by giving them the dashboard view of their current customer funnel. Our managers are able to better pinpoint and address problems in their dashboard too.

What do you dislike?

With any new system some people are going to push back. Sales people are usually not interested in these systems and there was some resistance to begin with – not ideal but we’re mostly over that hurdle now.

Recommendations to others considering the product:

Get the right configuration of features. You don’t want to do this in a piece meal fashion. Do the work to map your customer flows and then make sure you have the features needed to support those flows. If you do that work upfront you will have a stronger set up and less adding on later, which can be trickier.

What problems are you solving with the product? What benefits have you realized?

We needed to streamline our service and build for the future. Our young sales team needed a system and processes to support their efforts and this process forced us to build what we need for the future. It’s been hugely beneficial, a lot of work to go live but definitely paying off.

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Source : g2crowd.com
(Reviewed on 21 May 2019)
"Service focused technology"

What do you like best?

We are able to look after our high value clients the way they need to be looked after. We can prioritize calls and using call forwarding ensure that the right people answer at the right time. Less waiting and happier customers – so important for customer service!

What do you dislike?

We took too long to go live. We should have launched with this years ago. It would have saved a lot of headaches.

Recommendations to others considering the product:

I think every business is different so what I think is good might not be important to other businesses. One thing that I think IS important to all businesses is level of service and Nextiva is a great tool for helping improve service levels.

What problems are you solving with the product? What benefits have you realized?

Our main goal was to improve service and customer’s overall experience. I think we’ve achieved that with the help of Nextiva. We have customers rate their experience after a call or service request and our rating have improved since the changeover.

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Source : g2crowd.com
(Reviewed on 20 May 2019)
"Very reliable for remote occupation "

What do you like best?

Allows utilizing company directory and allows calling from cell and company number respectively.

What do you dislike?

Unstable when not using wifi, sometimes call drops

Recommendations to others considering the product:

You have to use under wifi it will be the best and only tool you need forget about Skype this is it

What problems are you solving with the product? What benefits have you realized?

You can work remote and your client wouldn't even tell the difference, when under wifi call quality is top grade

...more
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