About Nextiva

Nextiva is a platform that brings communications together with business applications, intelligence, and automation. This helps businesses communicate and build deeper connections with their customers.

The platform brings all communication channels — voice, video, collaboration, SMS, chat, and surveys — together in one place. This helps businesses access the information they need to provide amazing customer experiences and drive business results. Intelligence and automation are built-in, so you can focus on helping customers.

It’s easy to set up, use, and manage, so no technical knowledge is required. And you can add applications, such as sales and service productivity tools, at any time.

Nextiva ...


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16 Reviews of Nextiva

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December 2018

User Profile Picture

Jean from Memorial Hospital of Tampa, LP

Verified Reviewer

Company Size: 51-200 employees

Industry: Health, Wellness and Fitness

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

December 2018

Nextiva delivered for our business

Pros

1. What a difference a new system can make on your business. Now, phone calls are going to the right individual in their department. Before using a VoIP service, our whole system was a mess. We had no department structure regarding calls, and they were being answered by the closest person to the main phone in their department. The quality of the service is great, too. Every call has been crystal clear, and no dropped calls. 2.) Easy to use for our company. We have several employees that range from their mid-20s to 50s. After a week of using the NextOs; they all understand how to use the phone, and the app. The app has added a new communication layer for our business. It's gave all our employees the ability to chat with each other on the app and eliminated the need to text on a personal cell phone. 3.) So far if we have any questions, we have a support representative that we can email or call with any questions. The whole concept of a VoIP phone system can be intimating, but the on-boarding process made it a lot smoother and easy for our IT department. 4.) A neat feature that we just started to use is Nextiva Analytics. It provides you with all the data that you need to analyze your calls. You can see the various data regarding your calls and do business adjustments. It’s like a top overview of your call data. 5.) From our first sale’s call to when we call now, everyone has been professional and polite at Nextiva. We are comfortable with their service, and their team. We

Cons

What we liked least about using Nextiva is the onboarding process took a bit longer than we expected. We had a delay porting our numbers to Nextiva. Beside this small headache, we have had smooth sailing.

October 2019

David from DITEQ Corp

Company Size: 51-200 employees

Industry: Business Supplies and Equipment

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

3.0

Functionality

5.0

October 2019

Nextiva the Good the Bad and the Fugy

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!

Pros

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.

Cons

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.

Reasons for Switching to Nextiva

The simplicity of administration. Ability to configure the system to our style of use. Analytics Savings over old service

March 2021

Amanda from BGI Systems

Company Size: 2-10 employees

Industry: Professional Training & Coaching

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

March 2021

Good Phone System for Small Business

Using Nextiva we have reduced are phone bill, increased control over our phone system and added the ability to use the phone app.

Pros

I like how I have full control over all aspects of the system such as assigning numbers, forwarding, setting business hours, having multiple voicemail greetings, setting up the call flows, etc.

Cons

The on-boarding process left much to be desired. I would have much-preferred someone to walk me through the system instead of having to rely on Quick Start guides. When emailing to check on the status of porting I didn't receive confirmation emails from the team to confirm receipt of needed materials.

Reasons for Switching to Nextiva

To cut expenses

Response from Nextiva

Replied April 2021

Hello Amanda, thank you for taking the time to leave us a review. We're pleased to hear that you're enjoying the Nextiva system and the many features it has to offer. We also appreciate your feedback about onboarding and will make our team aware of your review.

April 2021

Christine from Essentials PetCare

Company Size: 11-50 employees

Industry: Veterinary

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

1.0

Value for money

1.0

Customer support

1.0

Functionality

1.0

April 2021

Read this before signing a contract with Nextiva!

Nextiva has been a constant source of frustration for our team, and we feel this has very likely contributed to employee burn out. I personally experienced many of the same call quality issues and stopped using the platform because it was so infuriating. Poor call quality has also likely contributed to irreparable damage to our brand as customer calls are so frequently dropped or missed due to Nextiva’s problematic online platform and phone app. To summarize: we are locked into a 3-year Nextiva service contract with no apparent accountability from Nextiva in terms of service and call quality. We are still 1 year from being free of Nextiva, yet all 3 years have been a complete waste of money and team resources. YEAR 1: consistently terrible call quality and tech support. YEAR 2: multiple lines could not be used for most of the year due to COVID, then Nextiva’s phone service was even more problematic with our remaining team members working from home to keep our business alive with a heavy dependence on the phone. YEAR 3 is just beginning and we can’t move away from Nextiva fast enough, yet we are being forced to pay out for the last year due to an unfair contract that has no remedy for Nextiva service not functioning properly. Please don’t make the same mistake we did and get trapped by Nextiva!

Pros

Unfortunately, we have not liked anything about Nextiva software.

Cons

Be sure to read the fine print and be warned – I do not recommend signing a contract with Nextiva! As a small business owner, I would highly recommend sourcing another digital phone provider that delivers reliable phone service, easy to reach tech support, plan flexibility, competitive pricing and most importantly, the option to cancel if the service does not function properly or meet your current business needs. Almost immediately after switching to Nextiva, we regretted our decision. When originally comparing phone providers, we now realize our first warning sign should have been Nextiva’s sales department pressuring us into a 3-year contract by offering a date sensitive promo on monthly rates. When we first began using Nextiva, all our locations had significant issues with call quality. Our team had trouble logging into Nextiva’s online platform and the call audio was so poor that we couldn’t hear many customers through all of the static. Daily calls to Nextiva service were often needed for multiple team members at multiple locations. Beyond customers lost and team hours wasted, even calling Nextiva’s tech support was made more difficult since anyone calling tech support was required by Nextiva to be an account admin.

Reasons for Switching to Nextiva

Difficulty programming, cost

Response from Nextiva

Replied April 2021

Hello Christine, we appreciate you taking the time to leave a review. We're sorry to hear about the challenges you and your team faced. We want to help make this right and will have our team reach out ASAP.

December 2020

Peter from Medicaid Done Right

Verified Reviewer

Company Size: 51-200 employees

Industry: Individual & Family Services

Time Used: More than 2 years

Review Source: GetApp


Ease-of-use

3.0

Functionality

4.0

December 2020

Very nimble yet somewhat buggy

Pros

I love the integration aspect that you can have the app on desktop and on your phone. Additionally, as a current work from home employee the faxing feature has been a life saver.

Cons

Calls are somewhat frequently buggy. App some times seems glitchy. Transition from desktop to phone app can sometimes be laggy.

Response from Nextiva

Replied December 2020

Hello Peter, thank you for taking the time to leave us a review. We're happy to hear you're enjoying the ability to use your Nextiva app on your phone or desktop. However, we're sorry to hear you've been experiencing issues with buggy calls and glitches in the app. We want to help resolve this issue. We'll have our team reach out ASAP.

October 2019

Sarah from The Agency

Company Size: 501-1,000 employees

Industry: Real Estate

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

October 2019

Mobile app is super easy to use

The quality of service is unmatched. The app is super easy to use, and keeps me organized. The service is great, I have never had difficulty with my calls. The customer service is excellent, staff is patient, friendly, and eager to help. Overall, Nextiva has helped me be more efficient in my business and I know it has helped my colleagues within our company as well.

Pros

Mobile app is easy to navigate, never gives me any trouble.

Cons

That I didn’t switch over sooner, it would have saved me a lot more business.

Reasons for Switching to Nextiva

My calls were getting dropped constantly, and every time I called for help, I was put on hold by representatives that were impatient and didn’t get my problems resolved. Bad service and bad customer service hurt my business.

December 2019

Jason from Assurance Healthcare & Counseling Center

Company Size: 2-10 employees

Industry: Health, Wellness and Fitness

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

3.0

Value for money

4.0

Customer support

3.0

Functionality

4.0

December 2019

Great phone option for the tech-savvy and/or mobile business

The onboarding process went pretty smoothly. We started with a tech setup phone call, which took a bit over an hour. Customer service since then has been a little spotty - but we haven't been put in a pinch yet.

Pros

I like that Nextiva can go with you anywhere you want to go - whether you choose to use your cell phone or a desktop phone. You won't have to change ISP's if you move to a new location - just plug into your internet connect or use your cell phone and you're good to go.

Cons

Setting up voicemail, call groups, and other features is a bit frustrating. There is definitely a learning curve to setting up this system, so give yourself some room to learn their admin panel and features.

Reasons for Choosing Nextiva

It seemed like Nextiva had the best price for features, and the customer service at the beginning was much better than the other options (I used the chat feature on their website, followed up with email, and eventually talked all to the same representative).

February 2021

John from Luxury Properties Jackson Hole

Company Size: 11-50 employees

Industry: Hospitality

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

2.0

Customer support

3.0

Functionality

4.0

February 2021

A Good Product with Difficult Onboarding

Overall, I imagine our experience with Nextiva was somewhat anomalous. My guess is that our issues were related to COVID-19 and they were unable to attribute our delays to such. It is difficult to look past the frustrating onboarding experience, but I think Nextiva is a good provider now that we have overcome the technical issues. If your company wants friendly and knowledgeable account support, Nextiva is a good choice.

Pros

The easy access to Nextiva support and account managers is its best feature. If there are ever any issues, their support staff can be reached by messaging or phone call quickly. Reliable, domestic support is one of the primary reasons we switched to Nextiva and they deliver in that arena.

Cons

Our onboarding to Nextiva was, frankly, a terrible and protracted experience. While the staff I worked with were always helpful, the salesperson I worked with greatly oversold their onboarding turnover time. We were told our change from 8x8 could be resolved by month's end upon engaging their services. However, it took nearly three months to get our system going, which was frustrating because of the low complexity of our service requests. Once we made the full transition, our services were marred by constant technical issues with the phone app, so a complete delivery of services did not occur until 2021.

Reasons for Switching to Nextiva

8x8 had poor support and customer service and we were fed up with constant technical issues that took long periods of time to resolve.

Response from Nextiva

Replied February 2021

Hello John, thank you for sharing your experience with us. We're sorry to hear that you had a challenging onboarding experience. We want to help resolve any ongoing issues. We'll have our team reach out ASAP.

April 2018

User Profile Picture

Patrick from New Life Tax Resolution

Verified Reviewer

Industry: Financial Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

April 2018

Nextiva sold us phones and supplies a quality service with customer support that is always available

Pros

VOIP phone system was the best idea we had for phones. Nextiva has made it easy to remain a long term customer. Our office is phone dependent and if a client cannot reach us they let us hear about it. Nextiva has handled problem we have experienced with the urgency that I would expect from a professional service company. Most questions are answered before we get off the phone. The recommendations for phones was spot on. The service is reliable and the quality of sound it clear. My client never ask about the kind of phone we are using. They can't tell the difference. The billing is always correct and predictable. Never had a billing problem.

Cons

The app is a bit uncomfortable to use. In order to answer the phone I have to press a couple of keys and often the phone rings 3 -5 times before I answer. I prefer our calls answered in 2-3 rings. Now this is only a problem when out of the office and the phones are forwarded.

September 2020

Andrew from Tundraland Home Improvements

Company Size: 201-500 employees

Industry: Construction

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

September 2020

Nextiva Phone System Review

I love this product and it helped save our business during the Covid-19 lockdowns.

Pros

It is so customizable. This software can do anything you can dream of when it comes to call routing and tracking.

Cons

It is very glitchy at times. Sometimes from the softphone app random phone numbers cause the app to crash randomly. No one at Nextiva can explain why.

Reasons for Choosing Nextiva

N/A

Reasons for Switching to Nextiva

TDS was outdated and not able to meet our needs.

Response from Nextiva

Replied December 2020

Hello Andrew, thank you for taking the time to share your experience with us. We're happy to hear that Nextiva helped keep your business going through the pandemic.

March 2019

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2019

Title Tools for businesses big and small

Like I’ve already said, I’m a big fan. Nextiva makes flexible and smart tools, they’re doing the right thing by businesses and not just selling them an idea. I’ve worked with various platforms and sometimes it’s like you’re just being over sold when it’s not something that your organization actually needs. Our contact is very honest with us and only presents solutions that actually would make sense to our business. We appreciate that we’re not just another dollar sign to him. Our ROI on the systems we have is really high. I don’t have any regrets; these are great systems for all our businesses.

Pros

We have a few family businesses and we use Nextiva services for all of them. The great thing for us is they can work for our small and larger enterprises. The packages make sense regardless of the business scale. They also make it easy to work with them so making the switch is super simple and they support you the whole way through. You don’t have to be super tech savvy to get this system up and running. It’s easy even for me.

Cons

I don’t think there are any. At least none I’m aware of. I am a big fan!

November 2020

Thomas from Hudson Valley Tax Experts

Verified Reviewer

Company Size: 1 employee

Industry: Facilities Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

1.0

Value for money

2.0

Customer support

3.0

Functionality

2.0

November 2020

Acceptable Service Experience Totally Let Down By Apps

The sales and initial implementation were fine. Shortly after activating, a tech "cleaned up" some settings in my configuration which completely disabled my service. Tech support in that case was prompt and thorough, although they never did call back as promised to make sure everything was fixed. Customer support since then has been a mixed bag. The online configuration is daunting and not something the average user should venture into. I have a computer background and still found it confusing. The service itself (once configured properly) mostly worked fine and if you're using physical phones your experience may be different. However, I wanted to rely on the Windows and Android apps. They are functional, but not friendly. In the best cases, the apps require more steps to do things than should be necessary. For example, to add a contact from a caller ID record in the Windows app, you have to first add the number to contacts and then edit the contact to change the name, rather than just being able to add & edit in one step. There's no way to add contacts in bulk. The Outlook plug-in is broken and simply doesn't work. It's impossible to initiate an SMS message to a new contact; you have to have the contact text you first. You can't set a default view for the app. The online faxing is not integrated into the phone system and has a 1980s interface. The Android app has it's own problems.

Pros

The voice service, once configured properly, generally worked fine. I had some rare glitches, but not sure whether they were Nextiva's fault.

Cons

The Windows and Android softphone apps are sub-par and make no effort to make the customer's life easier. Online fax interface is clunky and out-of-date. Video conferencing is complicated. Software is cluttered with team features I don't need that I can't hide. Configuration is complex and easy to break. Can't initiate SMS texts (contact has to text you first) and no MMS texting. Expensive for what you get.

Reasons for Choosing Nextiva

I choose Nextiva over others because it offered many features I was looking for in one package - Windows & Android softphone apps, online faxing, text messaging, online conferencing, voicemail to email. Unfortunately, they succumb to the "jack of all trades, master of none" problem and I'm now switching to multiple other providers for a better experience.

Response from Nextiva

Replied December 2020

Hello Thomas, thank you for your review. We're sorry to hear that you've found the Nextiva app difficult to use at times. We want to help resolve this issue for you.

July 2020

Aaron from Pikes Peak Laser Creations

Company Size: 1 employee

Industry: Retail

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

1.0

Customer support

1.0

Functionality

3.0

July 2020

Trying to leave Nextiva was a nightmare

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.

Pros

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.

Cons

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.

Reasons for Switching to Nextiva

We were having a lot of quality issues with phone calls from Ooma Office and frequent disconnects.

Response from Nextiva

Replied July 2020

Hello Aaron, thank you for sharing your feedback with us. We're sorry to see you go and wish you and your team the best. If we can help you with anything, please let us know.

April 2021

Janiece from The Answer Group Consulting, LLC

Company Size: 2-10 employees

Industry: Insurance

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

April 2021

Great work in progress

My overall experience with Nextiva was a pleasant one. It taught me what my needs are, and should they improve in the future, I would be more than happy to revisit them as a business solution. Their customer service alone almost caused me to stay.

Pros

My favorite thing about Nextiva is its exemplary customer service. They have a dedicated team that is available to all its users 24/7. The solution they offer is needed for small business owners like me who do not have a brick-and-mortar building. Their phone system allowed me to have a professional telephone experience for my clients and potential clients.

Cons

I liked least that I'd have to reset the settings every so often, and the service did not allow me to use the SMS feature to enable two-factor authentication for my business apps. However, the quality of the calls and inconsistency of receiving them was my absolute least favorite attribute.

Response from Nextiva

Replied April 2021

Hello Janiece, thank you for sharing your open and honest feedback. We're sorry to hear that you've left Nextiva, but we do want to continue to help make your transition easy please email us at hello@nextiva.com if we can help you in any way.

April 2021

MICHAEL from LSE, INC

Company Size: 11-50 employees

Industry: Online Media

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

1.0

Value for money

1.0

Customer support

1.0

Functionality

1.0

April 2021

FALSE SUPPORT - CLIENT BEWARE

I believe this is a scam company who contracted a company to provide many false positive reviews about their company. So buyer should beware! We requested a free 30 day trial and where charged up front. Being told it was just an authorization and not a real charge. We tried to set up our own account but received an error message. This was because the sales rep set up our account (without us knowing) and gave us a phone number from a different state. We were never able to get the service working. We received a few calls from their "tech support" which tried to sell us more services through different companies. The process became confusing, not knowing if we are talking with nextiva or another company. Nextiva refused to cancel our service and continued charging our credit card. We disputed the payment and [SENSITIVE CONTENT HIDDEN](no last name) offered us a full refund ONLY if we canceled the dispute, which we politely declined and he kept insisting. After reading through the many "positive" reviews, there are plenty reviews with similar stories as mine.

Pros

The software is pretty basic without too many options to get confused with.

Cons

The software doesn't allow for adjusting of many account settings or canceling your service.

Response from Nextiva

Replied April 2021

Hello Michael, thank you for sharing your feedback with us. We're sorry to hear about your experience thus far and want to make this right. Please send us your contact information at hello@nextiva.com, and we'll have our team contact you to handle this issue.

March 2019

Suzanne

Verified Reviewer

Company Size: 2-10 employees

Industry: Law Practice

Time Used: Free Trial

Review Source: GetApp


March 2019