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Nextiva vs Genesys Cloud CX
User Ratings & Reviews
Reviews are generated by real users. When reviewing a product, users are asked to assess the product’s overall quality, which includes assigning specific ratings for ease of use, value for money, customer support, and functionality.
Ease-of-Use
4.6 / 5
4.4 / 5
Value for Money
4.6 / 5
4.1 / 5
Customer Support
4.6 / 5
4 / 5
Functionality
4.6 / 5
4.2 / 5
Last Review Written
February 6, 2025
March 21, 2025
Pros/Cons
Pros
- They clearly care about your experience with their software and go above and beyond to help resolve any issues or concerns and they generally respond fairly quick.
- 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.
- Having been with them almost 3 years now I can say confidently that they have a great customer support team. Any issues my team has had have been resolved immediately.
Cons
- 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.
- 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.
- Our onboarding to Nextiva was, frankly, a terrible and protracted experience.
Pros
- Single link to use Routing features like standard and Bull Eyes. Reporting templates have very useful information for Contact Center Super visor easy and understanding.
- What I like most about the genesys cloud is that it's very friendly to use because it doesn't require alot of training and it is easy to navigate through the app.
- Seamless integration, great product and feature rich under continual development - all in one place resouce.
Cons
- More ringtones needed - only one provided and it gets very irritating when in an office. Email interactions function needs refining.
- It is difficult to determine where calls are going. The system does not currently record calls between users.
- It is sometimes difficult to understand the menu. For example, I was not sure how to call someone without asking first.
Pricing
Pricing Range
$
$
$
$
$
$
$
$
$
$
Product Demo & Screenshots
Product Demo
N/A
Advisor Recommendations & User Awards
FrontRunners
The top products based on usability and customer satisfaction, as rated by user reviews. Check out our full methodology description for more detail.
FrontRunners
2024
FrontRunners
2025
Advisor Recommendations
Our industry-specific advisors recommend products based on specific business needs. Connect with us to get your personalized recommendations.
N/A
N/A
Additional Info
Ideal Customer Size
Small
Medium
Large
Small
Medium
Large
Deployments
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Support and Training
Support
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Training
In Person
Live Online
Webinars
Documentation
Videos
In Person
Live Online
Webinars
Documentation
Videos
