Nextiva Review

In a Nutshell 

Nextiva offers comprehensive business communications services paired with award-winning customer service. Services include voice, chat, customer relations management, email marketing, surveys, analytics, automation, and more.

Much of what Nextiva does is based on using data to gain insight from customers, to better allow you to know what works for your company.

Pros

  • All-in-one comprehensive communications platform

  • Utilizes customer data to optimize your business

  • Top-notch customer service

  • Nextiva drive provides complete, secure cloud storage

  • PBX SIP trunking available

Cons

  • Setup can take a while

  • Website can be confusing & overwhelming

  (877) 658 2466

Best For

Nextiva is geared more toward small and medium-sized business, but the company has the means to work with enterprise level companies in all types of industries, ranging from retail to food service to healthcare.

Features

With a wide range of features, Nextiva can help you build a tailor-made communications package to help your business soar. There are a number of pricing options based on the plan you’re going for and the features you want to include. The best way to work out the cost is to contact one of the sales advisors, as they can help you work out what is best for you, after getting a better idea of the size of your company and what you need. However, all the plans offered have what Nextiva calls the “communications standard,” which includes unlimited calling and faxing, local toll free numbers and a conference bridge, among other features.

Pricing and Plans

Nextiva offers three plans of its Business Phone Service: Essential, Professional, and Enterprise

Pricing Information - Business phone Service

TierEssentialProfessionalEnterprise
Cost (annual subscriptions)$19.95$20.94$27.95

 

TierEssentialProfessionalEnterprise
Unlimited calling to numbers in he US and Canada 
Free local & Toll-Free Number
Toll free minutes1,0002,50010,000
Salesforce integration 
Hubspot integration 

The Essential phone service includes unlimited calling within the US and Canada and unlimited internet Fax. Users can also arrange audio calls with up to four participants and unlimited video conferencing.

On the Professional tier the audio conferencing limit is raised to 25 with screen sharing of audio and video with 2500 audio minutes and unlimited business SMS. In addition to visual voicemail to text and email, users can also avail of voice analytics and call recording.

On the top tier (Enterprise) toll-free minutes are raised to 10,000 and up to 100 participants can join audio conference calls. There are integrations with Salesforce and Hubspot as well as voicemail transcription.

All three tiers are backed by 24/7 service.

For those that want to avail primarily of Nextiva’s Sales and Service features rather than VoIP, Nextiva provides a separate pricing structure with different functionalities.

Sales and Service CRM Pricing 

TierEssentialProfessionalEnterprise
Price$15/user/month$25/user/month$35/user/month
  • Essential includes foundational CRM and sales tools including account health notifications and omnichannel support.
  • The Professional tier for this product includes customized forms and the ability to configure custom SLAs for different support and conversation types. Users can also enable cross-channel conversations and automatic lead routing.
  • Enterprise includes custom workflows and time-delay triggers.

Finally, Nextiva offers a free suite of collaboration and video features including chat, participant feedback and meetings. However, this package neither constitutes a PBX system nor does it offer enough tools to handle CRM or customer support. Therefore, the majority of users opt instead for the Business Phone Service or Sales and Service CRM options — according to the company the Pro tier is the most popular choice.

 (877) 658 2466

Call Center Plans: All three levels of Nextiva’s Business Phone Service plan contain enough functionalities for businesses to run a functional call center environment. While all three levels including unlimited calling with the US and Canada, only Professional (the most popular plan) and Enterprise have unlimited SMS. Additionally, the more expensive tiers provide more toll-free limits — up to 10,000 in Enterprise. In terms of more advanced features, all plans include simultaneous ringing, call continuity, and the ability to configure unlimited hall queues to route calls to the right agent.

Phones and Devices: In addition to support packages, Nextiva also sells an entire range of VoIP headsets, accessories and adapters that are guaranteed to work with the system's software components. You can buy specially-made phones, modems, adaptors and fax bridges to ensure that you get the most from your Nextiva plan. The VoIP phones range from the $124.95 Polycom VVX 201 to the Polycom RealPresence Trio at $1,099.95.

Nextiva App: Combines voice, video and IM into one application, which allows you access from any of your devices and is supported by Windows, Mac, iOS and Android.

PBX SIP Trunking is also offered and all plans can be tailored to suit your business with a variety of add-ons and payment options.

Customer Support

Not only can you put together your package online, there’s a live sales chat window that appears when you’re on the website and a representative asks if they can help. You can discuss product options there, or you can request a quote by email by filling in your details, what you’re looking for and on what scale you operate. Someone will contact you with the package options that are relevant for your business size.

The customer service for Nextiva is based solely in the US. The company prides itself on having people at the end of the phone and not an automated service. You can contact the support team by telephone, email or an online chat service. There is also a list of FAQs and there are numerous rave testimonials to the quality of the service from customers.

Conclusion

The website is quite overwhelming because of the number of options you’re given and how many features are offered. It’s not all quite as simple to find the right plan for your business as Nextiva would have you believe. However that shouldn’t put you off—the customer service is outstanding. The highly trained support technicians are there to prevent any confusion and ensure you have the best package for your business.

About Nextiva

Founded in 2006, Nextiva is a telecommunications firm geared towards helping customers make their businesses more productive through better communications.

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