Increased visibility or work requests, improved efficiency, etc.

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.

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.

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.

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.

Customer service poor- everyone tries to pass along responsibility. Turn on the call service please!

I cannot think of any but am required to write at least 40 characters.

I work for physicians and it's imperative our call service is activated when we are out of the office. I spent almost an hour on the phone with customer service activating the call service a day prior our office being closed for the holiday. The next day I called the office and the call service was not activated. This is maddening and has happened on numerous occasions. Physician providers risk medical malpractice each time Nextiva Call Center fails to work (which is frequently). We are looking to switch call services.

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.

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!

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.

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.

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.

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

Excellent customer service for the most part but the manager who replied to my emails once did not reply back or call me back and I had to call at least 3x to get this matter of our cancellation resolved. I would like to commend [SENSITIVE CONTENT HIDDEN] though as he went above and beyond.

Excellent customer service and you may reach someone easily. I especially appreciate [SENSITIVE CONTENT HIDDEN] help today closing our account.

My Assistant set this up in 2018 and we fulfilled a 2-year plus contract then was charged a significant cancellation fee because we switch and I did not know contracts automatically renewed. That was really a bummer given that my store was closed for 3 months and lived on grants and loans but I do not know what they're going through so maybe they needed these fees for survival as well. They were reasonable enough to cut it into half. So I did not use the phone much but I did not like that the contract automatically renewed and was subject to a hefty cancellation fee.

The support is great. The online interface is also very user-friendly and allows the provided admin access allows a great level of control!

Just like any other VOIP solution, being solely reliant upon the internet is always difficult. We do run into the occasional outage.

You can track your agents sign in and out and also add unavailable codes to see what is taking them away from them desk. This also allows you to see your staffing needs as well as what your clients are looking for.

The set up was very difficult, even with an implementation manager. To make changes to the system you have to login to multiple places and making adjustments is quite cumbersome

It is easy to use and to make calls with.

Make sure to update as soon as updates are available, otherwise you lose some functionality.

What is convenient about this software is that you are able to check voicemails and dial directly from the desktop app.

Numbers saved in the address book on desktop do not automatically transfer to the Polycom phone making it somewhat useless.

Its been like walking across the Mojave desert barefoot.

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

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.

Overall I think we can say we are big advocates for the Nextiva software. It’s been important to our growth over the last 3 years and they are always developing new products that adequately address problems in many businesses. I appreciate both the quality of their work as well as how they work with their clients. It’s a partnership and they are very good at clear communication, clear expectations and fulfilling their side of the agreement. When issues arise, as they can, these are handled quickly and without any major impact to the business. They understand our business and our needs and are working alongside us to improve at all times. It’s a great culture, they have great people and the culmination of this has had a positive result for us.

We work with Nextiva for a number of their products. We first made the move to their VoIP service and had such a great experience we have since started using many of their other products, including email marketing, cloud storage and a few others. The Nextiva set up works very well for us as we’re able to get a service level that we didn’t think was possible for a business of our size. It’s important to us as we still need a customized set up but don’t have the budget for a huge implementation. Nextiva’s platform enables us to add on as we need and it has integrated really well with our existing systems and processes. From a training and onboarding standpoint, our team has been able to get up to speed quickly and that means we can realize the benefits of the technology investments fast. Our sales team is especially happy with the mobile app and the ability to work remotely with ease. It’s really made a difference to them and their performance. We are very happy with the overall offering and pricing of Nextiva’s products and they are a preferred partner because of it.

There was only one time that we had issues with Nextiva and that was due to a staffing issue they had on their side. It was an isolated issue with a new employee who was removed very quickly. We do not believe that this situation was reflective of the company and they were able to remedy very quickly.

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.

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.

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.

We’re seeing double digit growth on last year’s numbers. Without sounding too over the top, this system is pretty amazing. It’s definitely helping us manage our team and understand the importance of key metrics and driving positive behaviors. The dashboards are great training tools and managing a large team we have to be on top of everything or it can get out of control fast. 2019 will be a record breaking year if we keep going the way we are. It’s exciting times and it’s great to know we have a system that’s actually helping us achieve our goals.

We were so happy when we found Nextiva. They offer a service and products that really solve our key problems. We struggle with keeping our team on task and motivated, it’s a communication thing. We need to be able to put the goals and tasks up and track everyone towards the company targets. It’s hard with a large team and lots of different personalities and levels of experience. With our new Analytics platform, we can share how things are tracking and it’s keeping the team really focused and on task. We love it and the results are pretty amazing too.

We had to do a lot of work to determine which were the correct metrics to drive the right behaviors. We were warned it’s easy to just say one thing is “the goal” but then people don’t always behave well. You have to achieve the goal the right way too, or you could hurt the brand and the business long term. With our business being second hand car sales, we already have a challenging reputation. We got there in the end but it took some time to work out how to frame the numbers to get the team working together.

From the sales experience to the implementation we have add nothing but problems. To elaborate the implementation reps are horrible and no little if nothing at all during our implementation we had two of our reps either quit or get fired! I was at this point ready to jump ship and cancel everything but I gave them a chance and was that a huge mistake. Not long after the implementation everything started to break and or stop functioning almost like they got their money and ran, reps began to throw the contract in our face saying well you're in contract so you can't leave. From our Messaging app not working to the setup being manipulated by Nextiva's customer service without our knowledge it has turned into an almost daily conversation through phone calls and email. The straw that broke the camels back was when after two months Nextiva were unable to fix the internal caller id that was showing up on our employees desktop phone.. never have I been so shocked that a company could be so ignorant.

Feature enriched and the price is good but doesn't support it's product.

Up time of software and how well it works on a daily basis.