Nextiva Service software


109 reviews(4.5/5)
109 reviews(4.5/5)

Nextiva Service is a customer relationship management (CRM) and help desk solution designed for businesses of all sizes. The solution can be deployed both on-premise or in the cloud and is suitable for a variety of industries such as education, automotive, health care, government and nonprofits.

Nextiva’s built-in dashboard provides an overview of various activities that can be filtered on the basis of location or agent activity. It also allows users to monitor call performance by using key indicators and generating performance reports that provide a summary of daily calls, call status and customer response.

Nextiva Service offers a customer interaction feature that records and manages all customer interactions through phone, email or chat in one central place. An internal chat tool helps agents to collaborate with their teammates during ongoing customer conversations.

The solution is priced on a monthly subscription basis that includes support via phone and email.

Supported Operating System(s):
Web browser (OS agnostic) , Windows 10

109 Reviews of Nextiva Service

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  • Verified Reviewer
    LinkedIn icon

    Number of employees: 51-200 employees

    July 2018

    Nextiva has amazing customer service and offers the best value for the service

    Ease-of-use
    Functionality
    Quality
    Support

    Nextiva is a great value and they offer tremendous customer support.

    Pros

    Nextiva's customer service is extraordinary. It is the best thing about the company. When you have a question, need to add/drop services, need to change billing info -- anything --- they are immediately responsive and after years of doing business with Nextiva I think I can safely say that their employees are crazy happy - from tech support to accounting to customer service! I have used several VoIP providers, for onshore and offshore dialing, and Nextiva has the most consistent high quality of calls at the best dollar value. Combined with their service, there is no other company that equals them!

    Cons

    Nextiva could use an update on their call center user interface. It is outdated but that does not diminish the great features and usability.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer
    LinkedIn icon

    Number of employees: 1,001-5,000 employees

    July 2018

    I have used Nextiva's VOIP phone service for my business

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    The system is extremely flexible and allows me to set up a variable on call schedule after business hours. Their customer service is friendly and their pricing is competitive

    Cons

    Occasionally the calls have a poor connection and a lot of the functions are unnecessarily complicated to setup. The customer service is nice and patient but they don't always know how to fix a problem and sometimes make it worse or tell you things that are wrong.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer
    LinkedIn icon

    Number of employees: 1,001-5,000 employees

    June 2018

    Using Nextiva has been a effective solution for our office needs.

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    The ability to have an app for this allows me to receive phone calls on my cell when I'm working away from my desk. In addition to this, the ability to have an easy to use conference line with unique IDs has made call-in meetings efficient and effective.

    Cons

    The prompts when trying to change your voicemail don't seem intuitive. I think if the language of the prompts was changed it would make all the difference. However, once you do it you will get it.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jason from Budget Dry Waterproofing

    Specialty: Other

    Number of employees: 11-50 employees

    June 2018

    When it comes to your phones, reliability is key

    Ease-of-use
    Functionality
    Quality
    Support

    After 18 months, I still am learning new features. Robust software that isn't the simplest to use but has everything one could want.

    Pros

    Always up service! We've had some very minor interruptions, but the few we've had always cleared in a few hours. Moved our fax to a VOIP system and compounded our savings. Great app for remote work.

    Cons

    The interface is much more difficult to use than with some of the other providers we've worked with. A few items require support to make changes on the back end as there are features that local administrators should be able to do. Call reporting is very robust, and a little too robust with a call group (each incoming call shows on EVERY extension that rings, not just the one that answered).

    This review was submitted organically. No incentive was offered
    Review Source
  • Kristen from Sunshine ortho

    June 2018

    Phone system in company

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    Makes calls easy to access when phone system used in multiple offices with the same number. Phones are simple too.

    Cons

    Sometimes it's hard getting messages off phones or they are delayed. Setting us voice recording for meetings are a challenge.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Scott from Web Development

    Specialty: Other

    Number of employees: 11-50 employees

    June 2018

    Great Cost Effective VOIP Phone Solution!

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

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

    Cons

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Donna from HTP Furniture

    Specialty: Other

    Number of employees: 51-200 employees

    June 2018

    Perfect for customer centric businesses

    Ease-of-use
    Functionality
    Quality
    Support

    This tool is really helping us improve our service level with our customer base. We expect to exceed our goals this year as a result, and early signs are positive.

    Pros

    Nextiva is the ideal system for our business as we’re working on being more and more customer centric. This tool enables us to do that really well, it’s intuitive and unlocks the capability of our team members.

    Cons

    There is a lot of training and onboarding involved with using this tool. It will take some time to get set up and this can create some chaos. The end result is worth it but it will need some time and attention.

    This review was submitted organically. No incentive was offered
    Review Source
  • Kellie from Smiles Centers Day

    Specialty: Healthcare / Medicine

    Number of employees: 11-50 employees

    May 2018

    A smart option for growing businesses

    Ease-of-use
    Functionality
    Quality
    Support

    Great service team, excellent product and the installation was a breeze.

    Pros

    We are a fast growing business so our needs are always changing. Nextiva, has given us a service that will easily grow with us. We knew we needed voip and could not spend a huge amount. Nextiva created a package that fit exactly what we needed at the time, but does still allow for flexibility in the future. 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.

    Cons

    None to date. We have the system that will work for us for the unforeseeable future and at the price we wanted. I’m sure there will be something that comes up in future but we’ve only been live for a few weeks so hard to be specific here.

    This review was submitted organically. No incentive was offered
    Review Source
  • Jose from Network 365

    Specialty: Other

    Number of employees: 2-10 employees

    May 2018

    Ease of use

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    Everything is on one console. Simple to use without a lengthy set up. They transition you in with a project manager to ensure proper expectations are met.

    Cons

    None yet. I have been overall pleased with the service. From onboarding through deployment, the service and follow up has been good.

    This review was submitted organically. No incentive was offered
    Review Source
  • Nicole from Campbell Real Estate Investments

    Specialty: Real Estate

    Number of employees: 2-10 employees

    May 2018

    Future of phones

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    Nextiva bypasses typical landlines phones by a long range! Being cloud based makes is extremely simple to take and track calls outside of the office. The mobile app also allows for conference calling and online faxing which again makes out of office business very simple! Another great feature of this software is that is virtually never fails (ex. failed calls, calls disconnected, etc.)

    Cons

    The main con of Nextiva in my opinion would be the pricing. Depending on the version used the price will vary, but overall i believe it is a bit overpriced. Also depending again on the version used, one of them (Office Pro) does not support the mobile app, making this software pointless for easy out of office use.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • AA from HCS

    Number of employees: 1,001-5,000 employees

    May 2018

    I use Nextiva daily and absolutely love it.

    Ease-of-use
    Functionality
    Quality
    Support

    Ease of communication was my favorite. It almost reminded me of AOL instant messenger when I was younger. Love it!

    Pros

    I love the chat software and how I am able to communicate with my coworkers in other parts of the building.

    Cons

    I can't say that there is anything I don't like about this program. I have found it to be an excellent tool to use in my role as a receptionist.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Briana from Deason Garner Law Firm

    May 2018

    This software is amazing and time efficient.

    Ease-of-use
    Functionality
    Quality
    Support

    It saves a lot of time and PAPER!

    Pros

    What I liked most about this product is that everything is digital. To submit a fax you would have to scan it in and then you would get an email saying that it was sent successfully. When we would receive faxes we would also get an email with the fax attached to it. Not only was it super convenient but we didn't have to worry about all the paper faxes we would be receiving.

    Cons

    There really isn't anything that I didn't like about this software. It was very efficient and saved a lot of time!

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Rene from Jacques Financial Group, Inc. DBA Golden Bay Mortgage Group

    Specialty: Mortgage

    Number of employees: 2-10 employees

    May 2018

    Deceptive sales practices.

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    Good call quality. Didnt have any issues with the service of the phone. Did its job for a small company, but growing did not provide the same ease of use.

    Cons

    Outdated phones and limited features.I'm a small business owner. They put you into a contract for 2 years which is no problem other than the best companies don't need long contracts if they have a great service. That's not my issue, the sales representative never once mentioned that there is an automatic renewal for another full 2 years once the initial 2 years is done. Deceptive sales practices without a doubt, and I never would have signed up if this was the case. Great companies/services never try to lock you into contracts without your knowledge. Outdated phones, and limited options are why Nextiva does try to lock you in against your will. Plenty of no contract options, I regret ever signing up with them

    This review was submitted organically. No incentive was offered
    Review Source
  • Justin from Roof Rx®

    Number of employees: 51-200 employees

    April 2018

    Nextiva is promising yet lacking at the same time

    Ease-of-use
    Functionality
    Quality
    Support

    The ability to "click-to-call" via Salesforce and the ability to monitor team member phone activity/availability closely.

    Pros

    I like the quick responsiveness of their "click-to-call" system that's integrated with Salesforce and the ability to chat with other members on the network through the desktop app.

    Cons

    I dislike that there is no SMS feature available for texting clientele and the web portal that you must use to login and navigate your "available/unavailable" status throughout the day is quite cumbersome.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Antonio from American Appliance

    Number of employees: 11-50 employees

    April 2018

    Excellent Product with Amazing Support

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    - Great support if you have any issues. - Affordable for our business - No hardware needed for our phone system - Easy to add additional lines if you need to

    Cons

    The online user manual is outdated and need to be replaced with more concrete support answers. It was mess to find a solution to my problem.

    This review was submitted organically. No incentive was offered
    Review Source: GetApp
  • Joy from Warmth Company, Inc.

    April 2018

    Nice system with multiple options for different users. Equipments is quality.

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

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

    Cons

    Post purchase your left with equipment, a subscription, and instructions for set up upon the website. No guidance and support is spotty.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Patrick from New Life Tax Resolution

    April 2018

    Nextiva sold us phones and supplies a quality service with customer support that is always available

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    VOIP phone system was the best idea we had for phones. Nextiva has made it easy to remain a long term customer. Our office is phone dependent and if a client cannot reach us they let us hear about it. Nextiva has handled problem we have experienced with the urgency that I would expect from a professional service company. Most questions are answered before we get off the phone. The recommendations for phones was spot on. The service is reliable and the quality of sound it clear. My client never ask about the kind of phone we are using. They can't tell the difference. The billing is always correct and predictable. Never had a billing problem.

    Cons

    The app is a bit uncomfortable to use. In order to answer the phone I have to press a couple of keys and often the phone rings 3 -5 times before I answer. I prefer our calls answered in 2-3 rings. Now this is only a problem when out of the office and the phones are forwarded.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Adriahnna from Kitchen Restock

    April 2018

    Makes listening to voicemails easy

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

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

    Cons

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

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Daisy from Hire Strategies

    March 2018

    Overall an Okay Product

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    It was an okay phone system. The support team, when you spoke to them, were nice and did their best to help.

    Cons

    It took forever to get a representative on the line. When I cancelled my services, I had to call 4 times AND my card was charged after I told them I did not want to renew again. They said they could not help me about a refund even though they knew I did not want it.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jeff from Global Search

    March 2018

    Excellent service, low cost, reliable

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    We've been using Nextiva for business for 2 months. While we have had issues getting set up and learning how to use the system, we've had use customer service frequently. Service has been excellent, reps are knowledeable, no language barrier, patient and happy to help. No major issues.

    Cons

    Purchased the recommended Polycom phones which have been a nightmare to figure out and mark work. You will have issues setting up but the customer service is there to be used.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
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