About Nextiva Call Center

Nextiva offers a robust call center solution for business large and small. Nextiva Call Center allows companies to deploy a contact center in the cloud for inbound and outbound calling campaigns. Smaller organizations can now access enterprise functionality at an affordable rate.

Nextiva Call Center offers many features to handle inbound or outbound calls. Top features include advanced call routing, call queues, hold music and announcement messages. Companies with more mature needs enjoy scheduled reports, management alerts and dashboards. The web-based call center solution offers many professional call center functions. Clients can get their call center up and running without costly hardware.

Call center agents receive incoming calls and can report o...


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Supported Operating System(s):

Mac OS, Web browser (OS agnostic)

70 Reviews of Nextiva Call Center

Average User Ratings

Overall

4.33 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(47)

47

4 stars

(12)

12

3 stars

(4)

4

2 stars

(1)

1

1 stars

(6)

6

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 70 results

January 2018

Keith from Openforce

Verified Reviewer

Company Size: 51-200 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

January 2018

Fan-friggen-tastic!!

Increased visibility or work requests, improved efficiency, etc.

Pros

Top quality product. A++ Very easy to use user portals and back-end admin software. Doesn't require you to be a communications expert or engineer to figure it out. AND, whatever you can't figure out, their amazing Enterprise Support staff can...and they do so rather quickly. They are truly amazing. A++ customer service, very knowledgeable ' available support staff. Our Account Rep is extremely professional, friendly, attentive and responsive. When switching from 8x8 to Nextiva, we did some pretty extensive software and service comparison testing against much larger companies that supposedly offer "high tech solutions", and "superior service" and Nextiva has come out on top each and every time. I seriously love this company and their products.

December 2018

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

December 2018

Happy team!

The set up time is pretty intensive. You do need to think through how best to implement and make sure it’s going to achieve your goals and be right for your organization. It’s well worth the effort but it’s not a plug and play system it needs to be configured right. If you do take this time, which we did, then it’s immediately impactful. I believe the improved communication, clear goals and metrics are going to help us a lot.

Pros

Our team has really taken to NextOS, they have a lot more capabilities than compared to our old system and they’ve dived right in! It’s been great to see them figure out how to integrate the tool and make the most of the new functionality. We are very excited to see how this impacts our results in the coming weeks and months.

Cons

This is not a cheap tool. It’s probably a good idea to understand what your goals are first so that you’re not investing too much. I can imagine you need to have a certain scale of business first before this system really becomes useful.

August 2018

Daniel from The Equipment Place, LLC

Company Size: 2-10 employees

Industry: Management Consulting

Time Used: Less than 6 months

Review Source


Ease-of-use

1.0

Value for money

1.0

Customer support

1.0

Functionality

1.0

August 2018

Do Not Do Business With This Terrible Company

It is with much disappointment and regret that I write today regarding my recent experience with Nextiva and its employees. It was, without a doubt, one of the most personally frustrating and financially damaging experiences I have had to experience in my years of communications with a service provider of any kind. I am a business owner who depends greatly upon the ability and ease for my customers to contact me for products or services. Without the communication of both our established and also potential clients, I wouldn’t be in business to this day. I find it most imperative that in order to keep my clients, I must carry my business in a way that is integrous and honest, and it was to my ultimate disappointment that Nextiva’s employees did not share the same values. As my business grew, I found myself in need of a phone service that offered more than my mobile service provider did, so I began looking for internet phone providers that could accommodate my needs. It was in March of 2018 that I committed to finding a resolution to the need, and also when I initially contacted Nextiva for service. My business and its employees rely solely on communication by mobile devices, and it was our understanding upon several conversations with Nextiva’s sales department that Nextiva would allow me to continue to use my mobile device while utilizing their features for my business (IE Call Forwarding, Call Transfer, Conference Calling, etc). Through multiple conversations with Nextiva Sales and even Nextiva Management, I made it very clear that I used a Straight Talk mobile device powered by Straight Talk wireless service, and I was assured that Nextiva’s service and features would work perfectly well on my device, and that there would be absolutely no issues porting, but rather a reliable and smooth transition and zero loss of connection at any time. After many issues, failed port-in attempts, and multiple service disconnections, we discovered that Nextiva does not work with a Straight Talk mobile device. This distressing sequence of events resulted in a devastating loss of profit for my business while we experienced multiple shut downs of our only business line of communication. In fact, we believe to be the first customer of theirs to attempt use of their service with a Straight Talk device, as it became clear that they were not even aware that the type of device would not work with their service, further proving that they had not ever tested using this type of device. It is unfortunate that Nextiva advertises that their service will “work with any provider on any device” as it is blatantly untrue and false advertisement. It took two separate instances of “mobile phone disconnections” and troubleshooting with Nextiva’s technical support team to conclude the prior stated. Not only did Nextiva’s service require that we go through three port-in attempts, but our mobile services (and therefore business calls) were disconnected twice over several hours before Nextiva’s team could conclude the reason why. After several days and hours on the phone spent with Nextiva’s team and realizing that their service would not work for our needs, the porting team then ported-out our main business line without our authorization or knowledge. In fact, we didn’t have any idea that Nextiva’s porting department ported out our number for nearly an entire week and were not able to retrieve the number for 8 days after it was brought to our attention that it was ported out unauthorized – we only found out because we received an email from a customer asking for a “working phone number” that they could reach us at. You can imagine the kind of frustration this caused on our end to realize that the reason we weren’t receiving business was because of something Nextiva’s employees took upon themselves to do without our authorization, let alone our knowledge. Upon requesting that our service be cancelled prior to the unauthorized port out, it was made clear to more than one person that we could not port out our number until we had a new service provider to port out to. Support team members of Nextiva supposedly understood this by promising not to shut our service off until we found a new service provider, yet ported the number out anyway, leaving us to chase it down on our personal time outside of Nextiva in an effort to regain control of it. This year our profit margin had been slowly rising higher until we had no phone or open line of communication with our customers. During the month that we spent attempting use of Nextiva’s service unsuccessfully with our multiple port in attempts and disconnects, our profit margin dropped 96%. I can’t begin to place a value on the amount of business that I have lost by not having an open business line for my customers to reach me at. I have hundreds of loyal clients of over 6 years that were unable to reach me (and at this point may believe I’m no longer in business), several sales that I was in the middle of that I was never able to complete, and several websites and advertising avenues with business line listed, that appeared fraudulent to (who knows how many) potential clients searching for services from my business as well. It is unknown if I’ll be able to recoup all of them back, and unfortunately, there is no way that I’ll ever know. I can state for certain that I did not receive business phone calls for anywhere between 1-2 weeks combined due to the incompetency and many mistakes of Nextiva’s employees that we experienced during our attempts to use their service. We were billed for two months of service that we did not use and spent hours of both our personal and our business time in attempts to resolve any and all issues with their team, ultimately, to no avail. It was discussed with both Nextiva’s porting department as well as their retention team the multiple issues that contributed to our needing to cancel, and we were assured that because we were unable to use their service as expected, that we would be refunded the full amount of our costs. We signed up for a 30-day trial (or money back guarantee) but because of the multiple failed ports, we missed our window to cancel (to no fault of our own). Not only were we assured that our payments would be refunded due to our extensive issues, but we were then lied to on the phone during our final disconnect of service by an employee whop stated that Nextiva would never have promised us a refund, and that we should not expect one. I am a business owner that is undoubtedly frustrated and beyond upset over the financial damages and los that we experienced during our time attempting use of Nextiva’s services. I wouldn’t recommend that anyone spend a moment of their time speaking to their team. It was most devastating to learn that I couldn’t trust the words coming out of their mouths at any given time, as they have mastered the art of saying exactly what it is that their consumer wants to hear. Perhaps this may be a service that works better for landline users (though that is stated with only the utmost assumption), but if that is the only case, then Nextiva needs to stop selling their service as a solution for mobile phone users as well.

Pros

Nothing. This product was absolutely horrible - but the customer service was even worse. Customer Service and Tech Support know very little about what they are selling. See full review below.

Cons

customer service, technical support, customer relations. All of their team does not work together and none of them know what they're talking about. Their service states that it will work with ANY DEVICE, and it is NOT TRUE.

August 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

August 2018

Communication is Key

The Nextiva team were amazing to work with, they made sure we had just the system we needed, they took us through requirements, implementation and training to ensure we had what we needed. The team has been able to hit the ground running and we’re already seeing loads of positive outcomes. It’s a big turnaround from our old system.

Pros

Our team had been struggling with the old system for a while and now we’re with Nextiva we’re really well set up for the coming years. Not only that, we are also saving money!

Cons

Our set up was quite a complicated ordeal and it took a while for us to understand and then plan out what we needed. However, the Nextiva team were very helpful and worked through requirements with us so that was amazing.

December 2018

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

December 2018

CRM for any Professional

We found the entire process with Nextiva to be very effective and they fit well with the ethos of our organization, which is always to be customer centric. We felt they listened well and took care of all our concerns. I think they have a solid business model and I expect they’ll continue to excel in this arena for years to come.

Pros

The Nextiva CRM is making life much easier for our analysts. They are able to query the database without any technical support. It’s much more graphical and friendly which means they save time when developing reporting and presentations for senior leadership. It’s really just streamlined this whole side of the business.

Cons

There are very few downsides to technology that makes things more efficient… nothing really comes to mind.