Nextiva | Reviews by SmallBizGenius

Pros:

  • pros Unlimited calling and faxing across all plans
  • pros Call logs and reports
  • pros Robust collaboration features
  • pros 99% uptime and great voice quality
  • pros Affordable tiered pricing

Cons:

  • cons Some useful features not available with Essential plan
nextiva reviews

Score: A+

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Nextiva is a VOIP phone-system provider whose feature-rich solutions are adaptable to businesses of all sizes. Its cloud-based systems let you connect easily with customers, suppliers, and remote co-workers alike.

Enthusiastic online Nextiva reviews suggest that the service is robust, affordable, and easy to use – but those are conclusions we prefer to draw for ourselves. Join us as we put Nextiva through its paces.

What is Nextiva?

Nextiva was founded in 2006 in Scottsdale, Arizona. It started with modest expectations and about 100 employees – then took off like a rocket. Market research firm Deloitte says the company’s revenues grew 1,548% in 2014 alone. 

Now Nextiva provides phone service to more than 100,000 companies, earning it a place among the most popular cloud-based business-phone solutions in the US. As you’ll see in our Nextiva review, the company’s cloud-based VOIP communications technology allows you to connect with the rest of your company wherever they may be. Instead of trying to patch together various cell-phone systems and land lines, you can create a seamless calling and messaging network for your whole business.

Nextiva offers two categories of service with multiple pricing tiers within each. Business Phone plans are intended to help you connect with customers and improve internal communications. Sales & CRM plans are designed to support large-scale sales and marketing operations. We’ll come back to Nextiva plans later. Now, let’s go over the features.

Features

Let’s delve into the details of the different features Nextiva offers.

Calling

The ability to make intracompany and outside calls freely is at the center of Nextiva’s feature set. This provider relies on VOIP technology to allow you to make calls through computers, desktop phones, and – via app – mobile phones.

Whichever pricing plan you choose, you receive unlimited calls within the US and Canada. You can set up local and toll-free numbers for incoming calls too – an essential feature when communicating with customers in sales and customer-support settings. Each pricing plan comes with a hefty number of toll-free minutes.

No Nextiva VOIP review would be complete without mentioning the ease with which you can incorporate your existing phone numbers into a new, VOIP-based phone system. The greatest advantage of Nextiva and other VOIP business phone systems is that they allow you to avoid the hassle of trying to incorporate landline phones and different mobile plans into an integrated system. With Nextiva, all of your offices are seamlessly incorporated into a single system over which you have total control. Nextiva also features an Auto Attendant that transfers inbound calls to the correct person or department.

Of course, calling capabilities aren’t restricted to just your company or just to other VOIP users – you can call any number in the US and Canada without any additional fee. 

Naturally, the Nextiva phone comes with the calling features you expect to find with any phone software – hold, call forwarding, call waiting, music on hold, and so forth. Call queues are not available by default – they come in the form of a paid add-on.

Additional Call Features

Nextiva plans include call-related features that can streamline your day-to-day work dynamic and interactions with customers. One of the most useful is called Caller AI. This feature basically turns Nextiva into a CRM of sorts, displaying relevant customer information and previous interactions when you accept a call. The Nextiva VOIP reviews the incoming caller ID and displays customer survey results, previous interactions, the value of the customer, and a customer experience score.

The number of Caller AI pop-ups – the number of times Nextiva will display this information when you receive a call – is limited under lower pricing plans. Nextiva’s priciest plan brings unlimited customer data with every call.

Nextiva can forward voicemails to email if you like, and send you an SMS notification letting you know it’s there. The Enterprise plan includes voicemail transcription, which uses speech recognition to turn voicemails into text.

Like the authors of other Nextiva phone system reviews, we are impressed by the company’s Shared Line Appearance and Busy Lamp Field features, which allow you to manage and delegate calls to other users, and to track the status of other extensions.

Additional Call Features

Nextiva plans include call-related features that can streamline your day-to-day work dynamic and interactions with customers. One of the most useful is called Caller AI. This feature basically turns Nextiva into a CRM of sorts, displaying relevant customer information and previous interactions when you accept a call. The Nextiva VOIP reviews the incoming caller ID and displays customer survey results, previous interactions, the value of the customer, and a customer experience score.

The number of Caller AI pop-ups – the number of times Nextiva will display this information when you receive a call – is limited under lower pricing plans. Nextiva’s priciest plan brings unlimited customer data with every call.

Nextiva can forward voicemails to email if you like, and send you an SMS notification letting you know it’s there. The Enterprise plan includes voicemail transcription, which uses speech recognition to turn voicemails into text.

Like the authors of other Nextiva phone system reviews, we are impressed by the company’s Shared Line Appearance and Busy Lamp Field features, which allow you to manage and delegate calls to other users, and to track the status of other extensions.

Collaboration

In addition to calling capabilities, Nextiva plans include a range of collaboration tools aimed at improving team communications and efficiency. You can create workgroups or communicate with individual users. The collaboration dashboard is called C-space. It works much like Slack and other apps that let you establish private chat, voice, video, and file-sharing connections with colleagues. Judging by Nextiva reviews, small business owners especially appreciate the option to share screens, assign tasks, and create meetings via the collaboration dashboard. This gives you great workforce-management capabilities without the need to invest in specialized (and often pricey) software. All these features are especially handy during the onboarding process for new employees.

The number of audio and video calls you can make is unlimited. The ability to make group chats and calls is great for making conference calls and online meetings – especially now, when many employees work from home, collaboration features like these become invaluable.

Anyone who evaluates Nextiva and reviews its VOIP services will surely be pleasantly surprised by the fact that the company sells hardware too. You can purchase conference phones directly from Nextiva. They make conference calling quick and easy, with great sound quality and without any static. Nextiva also offers to integrate and convert any of your existing phones if you do not feel like paying for new devices. 

Of course, you do not have to use physical phones at all. You can rely on the Nextiva app on smartphones and PCs.

Analytics

Nextiva phone reviews demonstrate that the provider gives you access to a slew of reports and analytics that are drawn from calls and customer interactions. First, you get access to recordings of customer calls and team meetings. Analyzing recorded calls is a crucial step in training, quality assurance, and improving customer service.

Additionally, Nextiva lets you view call histories and call logs. Users can view their own call histories, showing call length, recipient, additional costs, call type, and other factors.

According to Nextiva internet phone reviews, admins get a broad overview of call logs, and they can drill down to take a more detailed look at call-related data. Call analytics include information on call duration compared to average, allowing you to optimize sales campaigns and customer service departments. Advanced analytics allow you to track conversions, the calls you receive from Google ads, the best time of day to make sales calls. And more. The power of this analytic data to improve your company’s effectiveness cannot be overstated.

Desktop Phones

Nextiva offers a wide selection of desk phones, and if Nextiva business phone reviews are to be trusted, they’re of top quality. Some businesses might want to ditch desktop phones totally. Why mess with all those cords and give up so much desk space? That’s one of the advantages of Nextiva: You can use it without any desk phones whatsoever. But there are advantages to desktop phones as well, as they’re often quicker and simpler to use, especially if you have to multi-task and you’re doing something else on your PC.

Nextiva offers a variety of VOIP desk phones, including conference and cordless phones. Nextiva reviews show that these phones hail from renowned brands such as Panasonic and Cisco, and there are lots of proprietary Nextiva phones too. Phones can be bought outright (the pricing is very affordable) or rented for a small monthly fee. In addition to desk phones, Nextiva also offers VOIP adapters and headsets – everything you need to fully equip your company.

Faxing and Business SMS

Each of Nextiva’s pricing plans allows you to send an unlimited number of virtual faxes – including both standard and HIPAA-compliant faxes. You can send faxes from any device and all the sent faxes can be tracked and managed from a secure portal. Nextiva online fax reviews point out that all faxes sent via Nextiva are protected by 256-bit SSL encryption as a data-security measure.

All plans except Basic also allow you to send an unlimited number of business SMS messages. This means you can send SMS messages from your business number instead of your personal cell phone number. Nextiva can assign you local and toll-free numbers for messaging as well. SMS messages can be sent or received via any device with the Nextiva app installed.

Pricing

Nextiva service reviews show that it has a layered pricing structure that lets users find just the right package for their companies without overpaying for features they don’t need. 

Pricing packages are divided into two groups, one for Business Phone Services, and the other for Sales & CRM. There are three pricing levels in each group – Essential, Professional, and Enterprise – each with flexible pricing depending on the number of users. You can opt for monthly payments or get a discount if you sign a one-year or three-year agreement.

Business Phone Services

First up are our Nextiva VOIP business pricing reviews for phone services. The Essential, Professional, and Enterprise plans all include:

  • Unlimited calling in the United States and Canada
  • Unlimited faxing
  • Local and toll-free numbers
  • Options to integrate your existing phone numbers
  • Advanced calling features like Auto Attendant
  • Audio conferencing
  • Calling via app
  • Caller AI
  • 24/7 support
  • Nextiva apps for all devices 

The Essential plan gives you access to 1,000 toll-free minutes, limits your audio conferences to four participants, and no video conferencing. The Nextiva phone service in this plan includes voicemail notifications to email and SMS, plus integration with Outlook and Google services. Prices are charged per month per user.

Number of users

Monthly

36-month agreement

36 months prepaid

1-4

$30.95

$25.95

$23.95

5-19

$29.95

$23.95

$21.36

20-99

$25.95

$29.95

$18.95

100+

$24.95

$18.95

$17.95

**Prices listed are subject to change. Check Nextiva’s website for current rates.

The Professional plan offers more capacity and more features. The number of toll-free minutes is increased to 2,500, you can send unlimited business SMS messages, and the number of participants in an audio conference is increased to 40. You also get team messaging capabilities, unlimited video calls on desktop and mobile devices, and screen-sharing features. Additionally, reviews of Nextiva show that the number of Caller AI pops is increased, call recording and voice analytics features become available, and your business can enjoy integration with popular CRMs like Zendesk and Salesforce.

Number of users

Monthly

36-month agreement

36 months prepaid

1-4

$35.95

$29.95

$27.95

5-19

$33.95

$27.95

$25.95

20-99

$30.95

$24.95

$22.95

100+

$29.95

$23.95

$21.95

**Prices listed are subject to change. Check Nextiva’s website for current rates.

The Enterprise plan boosts the number of toll-free minutes to 10,000, allows unlimited participants in audio conference calls, Amazon Chime integration for meetings, voicemail speech-to-text transcription, and further broadens the list of integration options.

Number of users

Monthly

36-month agreement

36 months prepaid

1-4

$45.95

$39.95

$37.95

5-19

$43.95

$37.95

$35.95

20-99

$40.95

$34.95

$32.95

100+

$39.95

$33.95

$31.95

**Prices listed are subject to change. Check Nextiva’s website for current rates.

Reviews on Nextiva also reveal that they’ve recently added a new pricing plan to their offer – Ultimate. With this plan, the number of toll-free minutes and conference participants remains the same as in the Enterprise plan. However, extremely useful sales productivity, ticket and pipeline management features have been added. On top of that, you’ll get access to automated servers and customer journey analytics.

Number of users

Monthly

36-month agreement

36 months

1-4

5-19

20-99

100+

1-4

$75.95

$69.95

$67.95

5-19

$73.95

$67.95

$65.95

20-99

$65.95

$59.95

$57.95

100+

$60.95

$54.95

$52.95

Sales & Service CRM

The packages listed above include Nextiva’s CRM capabilities. They used to be split into Essential, Professional, and Enterprise plans, but Nextiva has changed their CRM offer. Now, the CRM services are no longer split into different plans, and there’s no pricing display for them on the site — you have to contact their sales people to get a quote.

Nextiva reviews show that their CRM services include all the features you’d expect from such an advanced piece of software, and more. Most imporatntly, the Nextiva CRM gives you access to valuable business analytics which let you make sound predictions and improve customer experience.

Robust reporting capabilities are also present, providing insightful data on your business activities. Besides pre-built reports, you can also generate custom ones. In order to help you reach desired customer satisfaction levels, Nextiva CRM continually generates a Customer Experience Score, letting you customize the thresholds for what constitutes “happy” or “unhappy” customers.

Nextiva CRM reviews also reveal a multitude of other extremely useful features. Customer journey mapping lets you map every touchpoint the customer makes and shows how it impacts the Customer Experience score. They offer a wide variety of task and event management features, automation capabilities, contact management, call recording, file sharing, and much more. As mentioned, there’s no pricing information displayed for CRM services currently except that they start at $18.95.

Integration

Nextiva VOIP service supports a long list of integrations with various popular CRM, task management, contact, and calendar solutions. These include:

  • Salesforce
  • HubSpot
  • MS Outlook
  • MS Teams
  • Google Contacts
  • Zendesk
  • ServiceNow
  • Microsoft Dynamics
  • Microsoft Dynamics 365
  • Oracle Sales Cloud
  • Sugar CRM
  • Act!
  • NetSuite
  • ConnectWise
  • Goldmine
  • Lotus Notes
  • Workbooks
  • Bullhorn

Platform Availability

One of Nextiva’s most important benefits is its ability to work on any device. If Nextiva app reviews are to be believed, the software is superbly designed. The Nextiva app can be downloaded on computers with Windows and macOS as well as Android and iPhone mobile devices. The mobile apps have almost all the features of their desktop counterparts, but the mobile features you can use depend on the pricing plan you’ve signed up for.

Customer Support 

Nextiva advertises its customer service as superb, and we must agree. The support staff is available every day. For phone support, the working hours are 5 a.m. – 6 p.m. weekdays and 6 a.m. – 6 p.m. weekends. You can also contact support agents 24/7 by submitting a ticket or logging in to the company’s live chat. Both our experiences and Nextiva customer reviews agree that support agents are knowledgeable, professional, and polite.

Similar products/software

Conclusion

If you’re looking for business phone services, you’ll be hard-pressed to find a better and more reputable provider than Nextiva. A true titan in the field, Nextiva offers unlimited calling and faxing across all of its plans, and the platform availability of its software allows you to forego desk phones completely if you wish. While some of the company’s advanced features are reserved for pricier plans, each dollar spent is truly worth it. From phone services to phone hardware to CRM functions, there’s something for everyone at Nextiva.

FAQ

What does Nextiva do?

As you can see from Nextiva virtual phone system reviews, its main function is to connect all your offices into one phone network through which you can make unlimited calls to colleagues and customers.

Which VOIP provider is the best?

The answer to this question always depends on your needs, but in addition to Nextiva, you should look at RingCentral and Ooma.

Can you text with Nextiva?

Yes. The Professional, Enterprise and Ultimate plans allow you to send unlimited business SMSs, as well as unlimited chatting with team members.

Can I keep my phone number if I switch to VOIP?

Yes, as Nextiva reviews demonstrate, integrating your existing phone number and your new VOIP service is a quick and painless process.