Nextiva Reviews: Can It Affect Business Growth?

Nextiva Reviews: Can It Affect Business Growth?
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Nextiva Reviews: In-Depth

Nextiva is a company that aims at improving business phone communications. It offers VoIP communication for businesses that use it to coordinate their teams and to contact clients. It has many customer support tools as well as collaboration features for employees.

Its own customer support has won many awards for its service. And its software has many good reviews for being one of the most effective in the market. Do previous clients say the same in the Nextiva reviews? Let’s find out!

Nextiva Key Features

  • VoIP calls
  • Cloud-based system
  • Voicemail transcription
  • Customer sentiment analysis
  • Call recording
  • Analytics and report

 

Nextiva Review: Background Information

Nextiva is a VoIP phone communications company based in Scottsdale, Arizona. It was founded in 2006 by Tomas Gormy and has not stopped growing since then. It stands out by using a new voice over the internet protocol to call. Also, they use the latest 2020 cloud-based technology to power its system.

  • $125 million in revenue
  • 700 employees
  • Used by over 150,000 businesses
  • Founded in 2006
  • It has a growth rate of 1548%

 

Service Features

Nextiva Service Features

Nextiva has developed some very interesting functions to help companies keep their clients happy. Another of their main aims is also to let teams communicate better. With these two goals in mind, they have developed these business functions.

VoIP

Nextiva VoIP

Nextiva operates using the internet for VoIP calls. Instead of connecting through regular landlines or cellular networks, this service uses the cloud to let people get in touch. In this way, it aims to achieve better sound quality at lower prices. Also, this means that the team can put in place some new advanced functionalities.

  • Access Permission Requests
  • Call Recording
  • Call Routing
  • Management of Contacts
  • Interactive Voice Response (IVR)
  • SIP Trunking
  • Unified Communications
  • Voicemail Transcription

 

Business Phone Systems

Businesses have different needs from those of regular people when it comes to communication tools in 2020. Not only do they need to talk to others with an efficient and reliable tool, but they also need the latest tools.

  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Employee Directory
  • IVR / Voice Recognition
  • Mobile Access
  • Virtual Call Center
  • Web Conferencing

 

Cloud PBX

Nextiva Cloud PBX

This term refers to a type of business phone system. It is hosted on the cloud in different data centers. Thanks to its digital nature, it has many more tools than regular phones. Also, it is pretty easy to install and set up. Even someone who does not have a technical background could do it.

  • Call Recording
  • Call Routing
  • IVR / Voice Recognition
  • SIP Trunking

 

Customer Satisfaction

Keeping clients happy is at the core of what every company wants. Nextiva has many tools that help to review user sentiment to take an appropriate course of action. To do this, they offer these new functions.

  • 360 Degree Feedback
  • Analytics
  • Call Reporting
  • Complaint Monitoring
  • Feedback Collection
  • Survey Management

 

Live Chat

This is one of the most sought-after features in the customer support field in 2020. It allows companies to give immediate responses to customer queries with little effort on both parts. To make sure this runs as well as possible, the app has the following new functions.

  • Canned Responses
  • Offline Form
  • Proactive Chat
  • Third-Party Integration
  • Transfers/Routing

 

Survey

Knowing what customers think about a company is essential to know how it performs. Also, getting feedback is what allows business owners to make the right decisions when seeing how to improve the company. The best way to gather this data is through surveys. The company will get and review them.

  • Custom Survey URLs
  • Data Analysis Tools
  • Email Marketing
  • Mobile Survey
  • Offline Response Collection
  • Question Library
  • Skip Logic
  • Supports Audio / Images / Video

 

Telephony

Nextiva has some of the most advanced features when it comes to telephony. They have automatized many tasks as well as introduced some functionalities to review user behavior better.

  • Auto Dialer
  • Call Center Management
  • Call Monitoring
  • Predictive Dialer
  • Reporting/Analytics
  • VoIP

 

Unified Communications

Having all the phones, messages, and media in one place comes in handy for reference purposes. This helps streamline processes as well as easing communications between the employees. To ensure that all types of messages can be conveyed, the app has these functions.

  • Audio / Video Conferencing
  • Calendar Management
  • Call Recording
  • Call Routing
  • Chat / Messaging
  • Fax Management
  • File Sharing
  • Mobile Access
  • Multi-User Collaboration
  • Voice Mail

 

Features in Details

To fulfill its goal of helping people communicate better, Nextiva has included the following functions into the app. They aim at improving companies’ relationships with their clients. At the same time, they also want to help departments coordinate their efforts.

Customer Relationship Management (CRM)

This tool allows the support team to serve its clients through email and phone calls from one place. The software reviews how the user feels about the company and gives it a score to help the representative know how to manage the call.

Team Collaboration Software

Teams can create groups where they can all interact. For this, the app comes with a private call and messaging functions for employees too. Some of the functionalities they will find here are these.

  • web conferencing
  • file sharing
  • SMS/text
  • team messaging
  • task management tools

 

Mobile and Desktop Apps

Support representatives can access all the usual tools at home or on the go. These apps are available for Android, iOS, Windows, and Mac. Some of the things they can do there are:

  • call from the work number
  • send texts from the business phone number
  • send instant messages to individual co-workers and teams
  • check the co-workers’ availability

 

Phone Calls

This function is complete. It comes with the following features. People can use them on their regular phones.

  • three professional greetings
  • call recording capabilities
  • voicemail with text delivery

 

Automated Surveys

Nextiva Automated Surveys

This function allows companies to get feedback and a review from their clients and employees. When the data is gathered, it will classify it and offer reports with insights. It has some very advanced capabilities, such as the following.

  • question and page skip logic
  • custom form designs
  • scheduling

 

Live Chat Software

Nextiva Live Chat Software

Though Nextiva specializes in phone and email service, it also includes other features. With this function, employees can talk with customers through the company website on the spot without waiting times.

Custom Reports

Nextiva creates reports based on the real-time data it gathers and shows them on the dashboard. Mid-level plans show real-time tracking and reporting of call data. The higher packages come with more features.

  • customer health scoring
  • journey tracking
  • benchmarking
  • customer experience tracking and scoring

 

Integrations

The company relies on its own features. Yet, users of the enterprise plan can enjoy some advanced integrations with third-party tools. Some examples are:

  • Zendesk
  • Salesforce
  • MailChimp
  • Google Calendar
  • Microsoft Outlook

 

Service Protection

To avoid problems with its service, Nextiva invests a lot of money to secure its network. Some of the things they do for this are these.

  • Facilities are located in places with low chances of suffering from natural disasters
  • Its security standards meet the ISO/IEC 27001 standards
  • The centers have backup power sources
  • One has to go through five checkpoints to access the server
  • They undergo audits from third-parties all the time

 

Business Voice over IP Protocol (BVoIP)

This system allows companies to service their users through the internet, instead of regular landlines. In this way, they can take many clients at a time, as well as using some more advanced features, like analytics.

Remote Office Tools

In 2020, many customer service teams work from their homes. Nextiva knows this. So, they have adapted their software in a way that even companies spread around the world can profit from it. Some of the benefits of this are group conferencing, mobile apps, and more.

Customer Journey Tracking

The software uses artificial intelligence to understand customer sentiments. In this way, it can give an accurate estimate of how ready people are to buy. With this info, the team can know how to approach the client better.

Nextiva Plans & Pricing

Nextiva Plans & Pricing

Nextiva has three different plans, each of them designed for different needs. One of the aspects that make them stand out is that all their prices are quite low for the advanced features offer. A clear example of this is that the second plan costs just one more dollar than the first one. Is the extra buck worth it? Read on to find out!

Essential

This is the entry-level option for small businesses that are just getting started. It includes all the basics that support will need, like unlimited minutes in North America and a toll-free number.

One of the features that make it stand out is sending a voicemail to the email. They will receive a sound file and a transcription of the message. This helps to make sure that no message is left unanswered.

PROS:

  • Affordable pricing
  • Unlimited calls in the US and Canada
  • Fax without limits
  • Unlimited VoIP phone calls
  • 24/7 support

CONS:

  • No group messaging
  • No VoIP phone call recording

 

Professional

Nextiva’s mid-level plan is a great deal for those who want to take one more step in this business. It costs only one more dollar per month, which is very low for what it offers. This is why it is the most popular plan. Some of the advanced features it offers in 2020 include:

  • 2,500 toll-free minutes
  • More integrations
  • Call recording
  • More integrations
  • Unlimited business SMS
  • Compatible with all types of business phones
  • And many others

 

This plan is ideal for mid-sized businesses. It allows large teams to be in touch all at once and serving many more users than the previous plans. And this is for a very low amount of money per month.

PROS:

  • Many advanced features
  • Very low price
  • 2,500 toll-free minutes
  • Up to 40 participants in department calls
  • Integrations with Salesforce and Zendesk

CONS:

  • Lacks some key integrations, like Microsoft Teams
  • No voicemail transcription

 

Enterprise

This is the company’s top plan, in which they include all they have to offer. It was designed for large companies with great customer support needs. This package includes the same as the two previous ones. But it also adds more advanced integrations, support tools, and group coordination features. It offers up to 10,000 toll-free minutes as well as an unlimited number of participants in calls. Also, it reviews customer sentiment to improve the service.

PROS:

  • Unlimited members in group calls
  • Advanced integrations with Microsoft Teams and others
  • Amazon Chime available
  • Fast customer needs analysis with voicemail transcriptions
  • Excellent price for what it offers

CONS:

  • Only very large companies could make the most of it
  • There is still a limit of toll-free minutes

 

Price & Key Features Comparison Table

The Professional package is the one that most people prefer due to its very low pricing and advanced features it offers. Is it that much better in contrast to the other options? Check out this chart to see the differences one by one!

Essential Professional Enterprise
Price Per Month $19.95 $20.95 $27.95
Free Trial No Yes Yes
Unlimited Calling within the US/CA Yes Yes Yes
Free Local & Toll-Free Number Yes Yes Yes
Toll-Free Minutes 1,000 2,500 10,000
Unlimited Virtual Fax – Standard and HIPAA-Compliant Yes Yes Yes
Unlimited Audio Conference Calls 4 40 Unlimited
Unlimited Video Calling

(peer-to-peer)

No Yes Yes
Screen Sharing with Video and Audio No Yes Yes
Mobile App Calling and Video No Yes Yes
Team Messaging No Yes Yes
Amazon Chime No No Yes
NextOS Call Pop Yes Yes Yes
Integrations Outlook and Google Outlook, Google, Salesforce, Zendesk Outlook, Google, Salesforce, Zendesk, HubSpot, Microsoft Teams, ServiceNow
Voice Analytics No Yes Yes
Call Recording No Yes Yes
Voicemail to Text and Email Notifications Yes Yes Yes

Terms and Conditions

Users agree to this binding contract as soon as they start using the service. So, it is key to know it in depth. In it, the legal team outlines the different plans and what will be covered in each of them.

Also, they talk about which the responsibilities of each party are. For example, by accepting these terms, users agree not to share their login info or their phone’s MAC number with anyone.

Privacy Policy

Nextiva is very serious about its privacy policy. They can review sensitive info due to the nature of their business. Since they handle the communication processes of many companies, they may see some data that business owners do not want to be revealed.

But this is not something to worry about. The team makes it clear that they are not in the business of selling other people’s data. This includes the one that the user shares with them as well as the one they get just because of the nature of their business.

Refund Policy

Clients can cancel their accounts following some very simple steps. It should not take more than five minutes.

  1. Call at 1-800-983-4289 or send an email to [email protected]
  2. The representative will answer. Explain to him that the service is not required anymore.
  3. He may ask some questions to review the situation, but this is not common.
  4. Done! The team will stop billing right away.

Customer Support

Nextiva Support

Nextiva has one of the best support departments in the field. They even won a Stevie Award for their innovative approach. The company is available 24/7 to answer questions and solve problems.

Telephone

Users can call at the number (800) 285-7995 to contact support. The department is in-house, so that they will answer from one of the company phones. They are very knowledgeable about the service and how to use it.

Email

The company does not give an email address where people can contact them. But it does have a ticket system. Users can send their issues through the company website, and the team will get in touch with them through their email account.

Online Chat

There is a live chat available 24/7 where people can solve their doubts on the spot. The waiting time is not much most of the time. And clients can contact the team even during the night, and a representative will be there to help on the spot.

Support Center

This section of the site is complete and informative. People can search by topic or product. Then, they will guide and release notes to bear in mind when using the app.

Those who prefer more visual help can enjoy the video tutorials uploaded on the site. It complements the FAQ section. There, the team has answered the most common doubts that the majority of users have.

Customers who need help understanding how to use a product can access the Getting Started section. There, they can find articles that explain how to use each tool, feature, and product step by step. This comes in handy for the setup process.

Quality of Service

Nextiva is one of the best-rated services in the field. Clients highlight its reliability as well as its many features. What is more, they are happy to get all this for such a low price. Some of the functions they praise the most are its analytics and reports, which are powered by artificial intelligence. This tech analyzes user sentiment and gives accurate feedback. In this way, the company knows how to lead clients down the funnel better.

Of course, some aspects need to be polished. Most of them are technical, like glitches that appear now and then. But the team releases updates often to fix these issues when they come up.

Customer Types

This app was designed to help many types of businesses with different needs. Not only does this help startups have a solid foundation of clients. It is also ideal for large businesses that need to keep their existing clients happy. Here is how Nextiva can help them do that.

Who Is Nextiva Best for

This VoIP phone service was prepared to solace the needs of different types of business. Many reviews claim that it will work best with small companies. But what about the rest? Read on and find out!

Small Business

Nextiva’s essential plan was designed with this type of business in mind. It covers all the basics, without any unnecessary add-ons, and all this comes at a very low price. It also has some very useful tools to allow small teams to coordinate their efforts.

Large Enterprises

Large companies with big customer support needs can benefit a lot from using this tool. It gives them the necessary tools to service many users at a time, as well as to coordinate large teams. Of course, for this, they will need to have an enterprise plan.

Medium Business

Mid-level companies can use this tool to keep on growing their business. By offering superb customer support, they can increase customer loyalty and repeat sales. Some of the features that Nextiva offers for this are phone call analytics and sentiment analysis. In this way, it gives great insight on how to improve one’s relationship with his customers.

Freelancers

Many freelancers work for other companies as part of customer support. They can benefit a lot if their boss puts this software in place. It allows them to take part in group calls with the other freelancers that work with them. By doing so, they can boost their performance and have happy clients.

Nextiva Pros & Cons

Knowing the strengths and weaknesses of a system is essential before committing to it. While the majority of comments about Nextiva are positive, it also has some shortcomings that may be a dealbreaker for some. Read on to find out what they are.

  • Powerful analytics with deep insights
  • Advanced call recording capabilities
  • Award-winning 24/7 customer support
  • Integrates with a wide array of third-party services
  • Unified communication spaces for teams
  • Call quality may suffer if the internet connection is poor
  • Some glitches may come up once in a while

Nextiva Alternative

Nextiva has many competitors in this field. Yet, all these tools have an aspect that makes them stand out. Check out here what makes each tool unique.

RingCentral: Easy Communication at Hand

RingCentral Main Alternatives

This app aims at helping teams communicate better by using the cloud. It has all types of tools for this, like the following.

  • cloud PBX,
  • combining voice,
  • team messaging,
  • collaboration,
  • video conferencing,
  • online meetings,
  • and contact center capabilities

 

It is very simple to install it and works with almost every network in the market without having to do anything special.

Vonage: Flexible and Innovative

Vonage Main Alternatives

This brand aims at helping improve business communications. They use cloud communications to help teams work together and boost their productivity. They take pride in their flexibility. This software can integrate with many other well-known tools, like Amazon Chime.

8×8: Affordable and Does Its Job

8x8 Main Alternatives

This tool aims at helping companies and clients communicate better. It brings together features like these into a single app.

  • team collaboration,
  • analytics,
  • unified communications,

 

Also, it has many different plans that adapt to the needs of various small businesses.

Dialpad: Great for Google Lovers

DialPad Main Alterrnatives

This app stands out for working without problems. It integrates with GSuite as well as with some other critical third-party apps. This happens, in part, because it was built on the Google Cloud Platform, which makes it easier to integrate it with other apps. It also works very well with other essentials, like Salesforce and Zendesk.

Zoom: The Most Popular One

Zoom Main Alternatives

Zoom is one of the best-known videoconferencing apps around. It brings together online meetings and group messages into one place. Besides, one of its most-loved features is the ability to share one’s screen with others. It is compatible with most operative systems.

Grasshopper: Expensive but Full of Features

Grasshopper Main Alternatives

This is one of Nextiva’s main competitors. It gives users a business number they can use to handle all their clients. It is geared toward small companies. Its most expensive plan gives up to five numbers. But larger companies can ask to have a custom plan made if they need one.

Table of Comparison of Competitors

The market is crowded with options that allow teams to communicate. Here is what makes each of them different. Analyze their features to know if they are right for business.

Nextiva RingCentral Vonage 8×8 Dialpad Zoom Grasshopper
Price $19.95 $19.99 $19.99 $12 $15 $14.99 $26
Voice calls Yes Yes Yes Yes Yes Yes Yes
Video calls Yes No Yes Yes No Yes Yes
Screen Sharing Yes No Yes No No Yes Yes
Group calls Yes No Yes Yes Yes Yes Yes
Integrations Yes No No No Yes Yes No
Analytics Yes No No No No No Yes
Business number Yes Yes Yes Yes Yes No No
24/7 support Yes No Yes Yes Yes Yes Yes
Virtual fax Yes No No No No Yes Yes

FAQ Section

What Does Nextiva Do?

Nextiva is a program that aims at improving communication for companies. It does so in two main ways. First, it helps them improve their relationships with their customers. It has many unique tools to communicate with them and understand their needs. One clear example would be the analytics tool powered by artificial intelligence.

It also aims at helping teams communicate better between them. It offers both phones and messages in one place so that they can coordinate their efforts.

How Do I Cancel My Nextiva Contract?

The process is very simple. The user just has to contact the team by calling at 1-800-983-4289 or send an email to [email protected] Then, he only has to express his desire to cancel the service and wait. This has to be done before the billing process starts. Otherwise, the cancellation will be effective one month later.

Can You Text with Nextiva?

Yes. The app offers messaging features. These are used by teams who need to coordinate their efforts to improve their results. It can also be used to communicate with customers. The good news is that this tool has no limits on the number of messages that can be sent.

How Do I Set Up My Nextiva Phone?

Adding devices is very easy. Just follow these steps.

  1. Go to nextiva.com and log in.
  2. Go to the homepage and click on “voice”.
  3. Enter the voice admin dashboard and click the “Add” button. It is in the section called “devices”.
  4. Check where it says “add device”.
  5. Select the type of phone in the dropdown menu. Then, type the MAC address.
  6. Tap on “assign”, at the top of the site. After this, the device will be added.
  7. Now, assign it to the user choosing the right person from the list on the popup that will come up.
  8. Click on “finish” to see a confirmation message and then on “done”.

How Do I Download the Nextiva App?

Users can download this app just like any other software. All they have to do is the following.

  1. Go to the app store that corresponds to the operating system of the device.
  2. Tap on the search bar and the keyboard will popup if on mobile
  3. Type in “Nextiva” and hit enter.
  4. Go to the first result.
  5. Click on “download” and wait for it to finish.

Great Performance and Excellent Price in One Package

Nextiva is at the top when it comes to business communications. Not only do they have one of the more efficient systems and teams in the market, but they also offer some of the innovative features in the field. All this at a very low cost.

Of course, there is some room for improvement. But it is not much. Business owners who are looking for a top-performing app that will improve their communication processes should check Nextiva out.

Published: January 22, 2021 | Updated: January 22, 2021
Linda Andress

Linda Andress

Linda’s passion is turning ideas into a successful copy. She has worked for more than eight years in the publishing industry, providing unique and varied writings. She has experience in successfully implementing PR strategies and organization, including events and meetings (congresses, industry symposiums, and training workshops). When she’s not working, she’s reading (probably 3-4 books at a time), shopping for hours in bookstores and comic book stores, playing video games or volleyball, or spending time with her family, including her two dogs, Mickey and Pete.

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