The customer service is awesome. And the system is super user friendly so honestly anyone can use it.

Support is knowledgable, but incompetent with trying to cancel.

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.

Its been like walking across the Mojave desert barefoot.

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 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.

I have never disputed a credit card charge in the past but this terrible customer service is not something to be put up with.

The sales team is great at selling. They sold me a product I can't use and told me I could.

They are attentive, patient, and very friendly. The service has worked great and we are very happy with everything.

It’s a partnership and they are very good at clear communication, clear expectations and fulfilling their side of the agreement.

It is with much disappointment and regret that I write today regarding my recent experience with Nextiva and its employees.

With Nextiva, we have a dedicated representative who is familiar with our needs, and we have access to the excellent enterprise level customer support.

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.

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.

NextOS itself was difficult to learn in the beginning, but it's has a ton of benefits that has made my business communication grow rapidly. Using the soft phone app to communicate within my own phone.

Nor could he understand ENGLISH. Communication was horrible.

Nextiva has been great for us. The service has everything you need and for a good price.

Great customer service, and good value for a phone system.

Never have I been so shocked that a company could be so ignorant.

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).

Nextiva support has been helpful, support has been great. Phones syncs great on our email and you can receive voice mails through email.

A hands free soft phone upon my desktop is quite helpful, allow for multitasking. Clarity is good with calls on the VOIP platform.

Nextiva's tech support, the interface, call monitoring capabilities all exceeded my vision of what a system should deliver.

Sign-up and onboarding was a breeze. We were using the system quickly and are already enjoying the benefits.

We were in desperate need of a new CRM. NextOS was the winner in the end with the best functionality on offer at the best price.

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.

Customer service has been knowledgeable, friendly, and quick. Desktop and mobile app integration ins very intuitive, requiring minimal training and support for staff.

Worst experience of my life with a service provider.

Easy to use, I can download it on my personal laptop, and allows me to work from home, am able to reach out to my coworkers, tenants, clients, and technicians.

Nextiva’s platform enables us to add on as we need and it has integrated really well with our existing systems and processes.

Very easy to setup and get started. They also had a larger range of numbers to choose from then their competitors.

The ROI on this kind of investment is key and we believe that over the long term it will be significant. It’s amazing technology that is a growth driver for any customer focused organization.

I am using Nextiva everyday at work and I like it because it is so easy to use. You can easily figure out how to do this and that PLUS the nextiva mobile app is helping a lot.

Nextiva’s Analytics Platform is amazing. It’s intuitively designed and gives you real time analysis and insights.

Ease of use and a great phone system with many features. My old number was hijacked by a collection agency for a few days, but that seemed to have resolved.

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

It has been a huge win for the end users here in the office, they are enjoying all of the new features and finding a lot of efficiencies as a result of the technology.

Our overall experience has been good. We have built great relationships with Genesys support staff and other Genesys users.

The user interface is instinctive and so user friendly.

There are consistent updates to the back end, we are generally aware of when these will take place however the updates do (at times) cause our internal systems to fail.

I may be understanding if this is the case for a call that JUST ended, but when it's a call from days ago then we have a problem.

I least like the customer support and change management. We have had issues during normal working hours with no warnings because changes were made and were not communicated.

Mine overall experience pretty good and i have learnt lot of new things in this platform, so its really helping me to grow in my career in technical front.

MOS scores for every call built in (intelligent analysis tool). Concurrent model allows to scale at lower additional costs compared to named model.

Genesys pure cloud side, we generally use social media integration, which is good to have Twitter and facebook to use it.

Lack of basic functionality such as copy and paste. Java can be slow to respond.

Self serviced, easy to use SaaS solution for your customer care environment.

To have all this without having to have an on premise environment is amazing.

Layout, very nice to look at and relatively user friendly. Combination of staffing outlook when viewing a timeline.

The Beta Community has been equally as fantastic given it provides us an opportunity to test drive new features before GA.

The overall experience is a very positive one. We went from a basic PBX to a full-blown Contact Center Solution with all the capabilities we could ever hope for.

So, far we can't fault it and have seen an uplift in sales, customer experience and internally the learning curve is a breeze and our users find it easy to use. Which saves time and money overall.

It is difficult to determine where calls are going. The system does not currently record calls between users.

Email search - Unable to search emails by any text or subject. Unable to resign emails.

Customer service is not good in my experience, their responses were always delayed. They had  several site outages that impacted production.

Some of our employees will work 1 day a week and the return on an employee for working such minimal time is difficult to see how the Agent pricing model works for us.

Amazing integration with several applications like salesforce, chat bot, emails, whats app.

They provided dedicated personalized support during our roll out/go live and have continuing to support us through our ongoing business as usual operations ever since.

It is sometimes difficult to understand the menu. For example, I was not sure how to call someone without asking first.

Everything inside G Cloud is very user friendly. The features and integrations that are available have helped our organization grow and develop to be more productive and  innovative.

I liked this software because of its ease of being modified to meet our specific needs but on the other hand it needs to review its cost.

Intuitive to use, powerful capabilities with built-in worforce management (scheduling) and quality management.

We really enjoy the the Ideas Lab/Community, which allows us to recommend and promote/upvote new features/functionality.

The best thing is, it is really ready to go software for the contact centres, you can even start to work on day 2 with a simple integrations.

It is easy to use this product it is like a rock.

I like the ability to have so many features all in one solution. This allows us to operate with minimal 3rd party vendors and helps minimise costs.

As this is a SAAS platform, the updates from Genesys also really important and it seems they are doing this really good.

The interface is easy to use and there are several reports templates to provide historical information for the interactions, performance, queues, etc.

Process automation and technical testing. It has allowed me to grow professionally and improve costumer experience.

The menu icons make it easy for you to identify the tools you need. The live chat functions while on calls are extremely useful and easy to access.

Seamless integration, great product and feature rich under continual development - all in one place resouce.

The phone tree has a few glitches to be aware of, and is difficult to learn so mistakes are inevitable if you make changes in house.

My overall experience is a with Genesys has been great. The cloud is the future of landlines.

The local product support and channel in Africa is lacking or Genesys have not exposed this to us. Very frustrating having to deal with an offshore direct relationship in EMEA.

PureCloud offers terrific analytics that are easy to access. It's also easy to add/remove or change users instantly when needed.

Overall it has been a learning curve without any formal training, but after a month I had a pretty good idea on what I was looking at.

More ringtones needed - only one provided and it gets very irritating when in an office. Email interactions function needs refining.

It's an expensive product that struggles with concurrent licensing models and mixed license types.

US Dollar

Create more powerful customer experiences while reducing cost and complexity so you can grow your customer relationships, empower your agents, and delight your customers. 

Serve customers where they are and when they want with true omni-channel communications.

Get smarter, faster with generative AI capabilities.

Drive higher productivity with dynamic agent scripting that takes repetitive tasks out of agent’s hands.

Simplify operations and cut costs with a cloud-based, all-in-one technology stack.

Solve problems quickly with Nextiva’s trademark Amazing Service®.   

LongDescription

IVR/Voice Recognition

Automatic Call Distribution

Blended Call Center

Call Recording

Call Logging

Progressive Dialer

Outbound Call Center

Inbound Call Center

Call Scripting

Queue Management

Predictive Dialer

Computer Telephony Integration

Real-Time Chat

Manual Dialer

Alerts/Escalation

Campaign Management

Labor Forecasting

Performance Metrics

For Call Centers

Employee Scheduling

Call Transfer

Voice Mail

Auto-Dialer

Call Center Management

Call Routing

Call Reporting

Multi-Channel Communication

Caller ID

Activity Dashboard

Chat/Messaging

Reporting/Analytics

Call Tracking

Third-Party Integrations

Activity Tracking

Contact Management

Interaction Tracking

Callback Scheduling

Performance Management

Workflow Management

Monitoring

Call Monitoring

Automated Routing

Multi-Channel Data Collection

Feedback Management

Communication Management

Customer History

VoIP Connection

Mac OS

Web browser (OS agnostic)

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

24/7 (Live Rep)

Chat

Self-Employed

2-10

11-50

51-200

201-500

501-1000

1000+

Nextiva Contact Center

In Person

Live Online

Documentation

Videos

Genesys Cloud CX™ cloud contact center software transforms your customer experience. It connects data across teams, tools, interactions so you have actionable insights to address customers problems with ease on any channel, at any moment, beyond just the call center.     Genesys Cloud CX is trusted by thousands of small, medium and large enterprises and recognized as an industry leader across the globe.
With pervasive automation, you can take the right action at the right time to create the best outcome. 
Give your employees the information they need in one application built to engage your employees and boost your team’s performance and is intuitive to use. 
Use Genesys Cloud CX™ as an all-in-one application, easily add hundreds of packaged integrations, or customize the platform and make it your own. 
It deploys in days and continually innovates with upgrades each week. With real-time dashboards and up-to-the-second analytics, Genesys Cloud CX™ provides the insights you need to run your business—no matter where your agents are located. 

Real-Time Analytics

Online Voice Transmission

Quality Management

Surveys & Feedback

Multi-Channel Management

Text Analysis

Document Storage

Access Controls/Permissions

Transfers/Routing

Customer Segmentation

SMS Messaging

Real-Time Monitoring

Customer Service Analytics

Customer Database

Calendar Management

Collaboration Tools

On-Demand Recording

Call Disposition

Data Import/Export

VoIP

Call List Management

File Transfer

Process/Workflow Automation

Email Templates

Self Service Portal

Text to Speech

Customer Experience Management

Help Desk Management

Screen Sharing

Mobile Access

List Management

Proactive Chat

FCC Compliance

Survey/Poll Management

Real Time Data

Transcripts/Chat History

Call Scheduling

Phone Key Input

Hotkeys

Complaint Monitoring

Role-Based Permissions

KPI Monitoring

Social Media Integration

Unified Communications

Multiple Scripts

Email Management

Ticket Management

Campaign Specific Caller ID

File Sharing

Alerts/Notifications

Reporting & Statistics

Predictive Analytics

Cloud 1: $75USD per user, per month (annual payment available)

Cloud 2: $110USD per user, per month (annual payment available)

Cloud 3: $140USD per user, per month (annual payment available)

For enterprise-level planning, please contact Genesys for more information.

Nextiva Contact Center vs Genesys Cloud CX

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