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Nextiva Review

Nextiva provides a unified communications platform that offers business phone calls, video meetings, and secure messaging, simplifying communication for businesses with AI customer experience solutions.

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Why it matters

1Nextiva offers a 99.999% uptime SLA for its unified communications platform.

2Call recordings can be retained for up to 5 years, with a default of 180 days.

3The platform is HIPAA compliant, ISO 27001 certified, and SOC2 certified.

4Nextiva's pricing includes Starter at $15/user/month, Engage at $25/user/month, and Scale at $75/user/month.

About Nextiva

Business Model

Subscription SaaS

Usage Pricing

$15/user/mo per user

Headquarters

Scottsdale, Arizona, USA

Platforms

Web, iOS, Android, Desktop

Target Audience

Small to medium-sized businesses

Pricing Plans

Starter

$15/user/mo

• Inbound & Outbound Voice
• Business SMS
• Video Meetings
• Screen & File Sharing

Engage

$25/user/mo

• Customer-to-Team SMS
• Toll-Free Number & Minutes
• Advanced Reporting
• Inbound Call Center

Scale

$75/user/mo

• Voice & Web Chat
• Blended Inbound & Outbound
• AI Transcription & Summary
• Skills-Based Routing

Cost Examples

• 10 users: $150/mo
• 20 users: $300/mo
• 30 users: $450/mo

Leadership

Tomas GornyCEO

Specs

API Available

Yes, public API

overview

What is Nextiva?

Nextiva is an AI-powered unified communications (UC) and customer experience management (CXM) platform developed by Nextiva that enables small to medium-sized businesses to centralize voice calling, video conferencing, team messaging, and SMS into a single application called NextivaONE. It provides a comprehensive suite of communication tools, primarily functioning as a Voice over Internet Protocol (VoIP) phone system for businesses, with features like auto attendant, AI receptionist, and omnichannel contact center software.

features

Key Features of Nextiva

Nextiva's platform integrates a range of communication and customer experience features designed to streamline business operations and enhance customer interactions. These features are accessible through the NextivaONE application.

Business VoIP system with HD audio for reliable calls.
Unlimited calling within the US & Canada.
Integrated team messaging for internal collaboration.
Advanced AI features, including XBert AI for conversational assistance.
24/7 customer support available on all plans.
Auto attendant for automated call routing and greetings.
Mobile application for communication on iOS and Android devices.
Video meetings for virtual collaboration.
Secure messaging for confidential communications.
AI transcription, call summaries, and sentiment analysis.

use cases

Who Should Use Nextiva?

Nextiva is designed for organizations seeking to consolidate their communication infrastructure and enhance customer engagement through a unified platform. Its scalability and feature set cater to various business needs.

Small businesses looking for cost-effective VoIP solutions to replace traditional landlines.
Growing teams and remote/hybrid workforces needing integrated communication tools (calls, video, messaging) in one platform.
Companies requiring reliable customer support enhancements, including auto attendant and AI receptionist features.
Small call centers aiming to centralize customer interactions and optimize the customer journey.
Organizations prioritizing a scalable and reliable communication infrastructure with 99.999% uptime.

how to use

How to Use Nextiva

To begin using Nextiva, businesses typically sign up for a plan, configure their phone system, and deploy the NextivaONE application across their team. The platform is designed for integration with existing business tools.

1Select a Nextiva plan (Starter, Engage, or Scale) based on business needs and user count.
2Onboard users and configure phone numbers, extensions, and call routing rules.
3Download and install the NextivaONE application on desktop (Windows, Mac) and mobile devices (iOS, Android).
4Integrate Nextiva with existing CRM, helpdesk, or email platforms for unified workflows.
5Utilize features such as video meetings, team messaging, and AI-powered tools like XBert AI for daily operations.
6Monitor call analytics and customer interactions to optimize communication strategies.

pricing

Nextiva Pricing & Plans

Nextiva offers a tiered pricing structure designed to accommodate businesses of varying sizes and feature requirements. All plans include unlimited calling in the US and Canada, 24/7 customer support, and access to the NextivaONE application.

Starter: $15/user/month (monthly billing). Includes business phone system, unlimited calling, and team messaging.
Engage: $25/user/month (monthly billing). Adds video meetings, advanced call management, and basic AI features.
Scale: $75/user/month (monthly billing). Provides comprehensive features including advanced contact center tools, AI customer experience solutions, and deeper analytics.

Pros

+Unified platform (NextivaONE) consolidates voice, video, messaging, and SMS, simplifying IT management.
+Integration of AI features like XBert AI, transcription, call summaries, and sentiment analysis enhances customer experience.
+Industry-leading 99.999% uptime SLA ensures high reliability for business communications.
+Comprehensive compliance with HIPAA, ISO 27001, and SOC2 certifications.
+24/7 customer support available across all pricing tiers.

Cons

−Recurring complaints regarding billing issues, multi-year contracts, and high early termination fees.
−Mixed user reviews on post-sale customer service, with reports of long wait times and difficulty reaching support.
−Mobile application (iOS and Android) has received low ratings due to reported issues like dropped calls, echo, and random logouts.
−Some users have experienced extended setup times (over two months) and delays in SMS activation due to 10DLC registration compliance.
−Higher-tier plans are required to access advanced contact center and AI customer experience features.

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Nextiva vs Competitors

Nextiva positions itself as a unified communications and customer experience platform, particularly for small to mid-market companies, emphasizing its all-in-one approach and AI integration. It competes with various providers in the UCaaS and CCaaS markets.

3CX↗

Offers a software-based IP PBX that can be self-hosted or cloud-hosted, providing full control over the communication system.

While 3CX offers a robust feature set and a free tier, it requires more technical setup and management compared to Nextiva's fully managed cloud service.

Ooma Office↗

Known for its reliable VoIP service and easy setup, often leveraging existing internet connections, and offering transparent pricing.

Ooma Office provides a solid, cost-effective alternative with strong VoIP features, but its advanced customer experience and contact center AI might not be as extensive as Nextiva's higher-tier offerings.

8x8 Express↗

Provides a simple, all-in-one app for voice, video, and chat, specifically designed for small teams, with unlimited calling in the US and Canada.

8x8 Express offers a streamlined unified communications experience at a competitive price, but it may lack some of the deeper analytics and advanced call routing features found in Nextiva's more comprehensive plans.

Dialpad↗

Leverages AI for voice intelligence, offering real-time transcriptions and coaching during calls, even in its lowest tier.

Dialpad offers strong AI-driven features and a modern interface, but its entry-level plans might have fewer advanced contact center functionalities and integrations compared to Nextiva's specialized CX solutions.

See every Nextiva alternative, compared→

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