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)

224 Reviews of Nextiva Call Center

Average User Ratings

Overall

4.41 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(163)

163

4 stars

(28)

28

3 stars

(16)

16

2 stars

(2)

2

1 stars

(17)

17

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 224 results

December 2018

Jean from Memorial Hospital of Tampa, LP

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. Its like a top overview of your call data. 5.) From our first sales 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.

May 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

May 2019

Amazing customer service

Really positive. Very happy with how the project was managed and how the tools are working for us now that were live. The team has adopted the new platform pretty easily and in the day to day we have a much more efficient and seamless customer experience and communications process. Our team are happy with it and its taking away some of the issues we had in the past with multiple systems and systems not integrating. Duplicate efforts have been removed and managers now have a view of all the activities their team are completing making issue resolution and work load management much easier. Its more transparent in terms of being able to see how each customer service rep is working and if theres an issue we can see it, address and resolve it quickly.

Pros

So impressed with the way that the Nextiva team handled our launch. They really were with us every step of the way and made sure we had the resources and were able to make it a success. They walk the talk and it shows in the quality and design of the tools, as well as with the people and how they treat their customers. With tech vendors there are a lot of arrogant people that talk down to their clients, Ive always been really put off by those people but thought it was just part of the industry. The Nextiva staff were nothing like what I expected and partnered well with us. Our concerns were always listened to and quickly addressed. If we had questions, we always got answers pretty quickly too. They respected our business and that we knew what we needed. I believe thats why it was such a successful launch too.

Cons

None. Nextiva have a reliable and cost-friendly service and they meet our particular communications needs.

January 2020

Paul from One Point Logisitics

Company Size: 201-500 employees

Industry: Logistics and Supply Chain

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

4.0

Functionality

3.0

January 2020

Great product but needs some updates

Overall Nextiva allows me to get my job done but I believe I could get things doen faster if it had the option to make calls by clicking on phone numbers through our CRM or Websites.

Pros

This product allows me to make calls to my clients and prospects pretty easy from my laptop and cell phone if I'm away from my computer to answer calls. I really like how it records my call history allows me to see who left me voicemails.

Cons

The main problem I don't like about Nextiva is that I can have to copy paste the phone number or manually type it in for me to call someone. I have wokred at other companies who have apps that I can click on Salesforce or a website to automatically call someone. Also, recentyl nextiva has been dropping many of my calls while I'm on the phone for more than 5 mins.

Response from Nextiva

Replied January 2020

Hi Paul, thanks so much for taking the time to share your Experience with Nextiva. While we're thrilled to hear you're making the most of our Amazing calling features, we'd like to take a closer look into some of the dropped calls you have recently experienced. We have made management aware of your comments and someone will be reaching out shortly. Thanks again for sharing, Paul!

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 didnt switch over sooner, it would have saved me a lot more business.

December 2019

Juan from Savant

Company Size: 11-50 employees

Industry: Outsourcing/Offshoring

Time Used: Less than 2 years

Review Source


Ease-of-use

1.0

Value for money

1.0

Customer support

1.0

Functionality

1.0

December 2019

DO NOT BUY

Its been like walking across the Mojave desert barefoot.

Pros

Nothing. not a single thing... it's all glitchy

Cons

The lack of flexibility, for example, I have 6 active users and 15 licenses, as of a year ago only 6 users are active and I can't downgrade to the actual amount of users (Overpaying) for the service, and the contract terms are abusive. Cannot miss mentioning their "customer care" group is just rude. When I delete and add another employee the process is bogus if I wanted that agent to have call recording, after assigning manually this feature, I have to call the contact center to get assistance from them to be able to actually listen to the calls on the "recorder" platform... Yes, it's a separate deal, and it's super buggy! Sometimes call forwarding works...Sometimes... Long ago we stopped having the capacity to download raw data from the platform to do our BI on the calls and review trends, we reported this to their IT team and no fix has been offered in months. The Price is too high compared to other market solutions that offer the exact same service with better Software and support.

Reasons for Choosing Nextiva Call Center

Their services were referred to us, and the sales guy was cool, but the service wasn't what we expected.