Nextiva Reviews

Pros

Nextiva for the most part works great and it's easy to use. When there is an update pending, it can get buggy sometimes. Customer service is friendly, although not as easy to connect with as when we started in 2014. Sometimes hold times are too long, and troubleshooting isn't easy through the automated assistance (like for any company that has that).

Cons

I have been told when people call they get a message that states the line is out of service, or cannot connect. Regardless of any tech support, the issue has not been resolved. In Nextiva's defense, it is not a repeatable problem - so fixing something that isn't easy. I kind of believe the issue started during the propagation of adding our phone lines.

Pros

We do get good connection to the US numbers even with some of our agents being located in EU. We also didn't have many migration issues from a legacy expensive phone service providers. We migrated our 2 1-800 numbers without a problem. However we did get an issue with receiving SMS messages which was quickly fixed by support.

Cons

The new NextivaONE app is somewhat slower to the older version. Hope they can fix it soon.

Alternatives Considered

8x8 X Series

Reasons for Choosing Nextiva

It was costly, hard to manage, no web interface.

Reasons for Switching to Nextiva

Based on some reviews we decided to go with Nextiva. It is more expensive but reliability and good connection from/to EU locations was a priority for us.

Pros

Phone quality is fine. App for PC and Mobile Phone. Works with VOIP handset.

Cons

New version of application loses all contact phone numbers. No way to port contact numbers

Pros

It's fairly easy to use. They also have excellent customer service. Anytime we need anything, we're able to give them a call and they are able to make the adjustments or show us how to make the adjustments.

Cons

There are some features that are missing that other voice over IP services have. Specifically, notifications for text messages. Whenever customers text us, we don't get a notification in our email in the same manner that we do when they call us or leave us a voicemail. I think they're working on this functionality, but it has not been implemented yet. A lot of customers text us, and it would be great if we got a notification so that we can get back to them quickly. Also it would be nice if we were able to upload greetings that didn't have to meet the 8K HZ quality thresholds. It would be really nice if we were able to record a simple message on our phone or computer and upload it as a greeting.

Alternatives Considered

RingCentral MVP

Reasons for Choosing Nextiva

We needed more robust functionality than Google voice was offering.

Switched From

Google Voice

Reasons for Switching to Nextiva

At the time, this had more functionality.

Pros

Nextiva offers a lot of flexibility as far as has call routing, group flows. It has very useful reports available. Very easy to set up new users.

Cons

It used to take a bit of time for customer service to help with issues but this has greatly improved. I am pretty happy about it at the moment. For some reason, the mobile app is not available in my country (Colombia).

Pros

Cannot say if they will provide good service and they ported me without notice and effectively left me with NO phone service for nearly a week! Customer "service - besides very long wait to reach every time - was hopeless and useless in response to my complaint. I expect to get their standard "sorry" response, but no satisfaction. And don't even try to reach management - put on perpetual "hold." Plan to disconnect asap and will be filing appropriate complaints with Authorities.

Cons

Have no idea. Just got and started and there will be NO service for week, putting me out of business for that time. Terrible.

Pros

The look and Navigation is really nice; you can use as a soft phone and not always have to have the physical phone.

Cons

The Updates as they are setup with my company require an Admin to login in and accept the updates; if the updates aren't applied the connectivity to Nextiva doesn't work properly; you can't hear others on the phone; need to restart & update in order for the service to work properly.

Pros

The web portal make is so easy to setup user account and to configure devices.
Great value
large Knowledge base
Awesome Account / Sales Reps

Cons

Sometimes it takes longer to reach customer support in the late evenings.

Pros

I love the ease of communication. I am able to quickly review my received, missed & transferred calls. Voicemails are forwarded to my email for streamlined access & quick access. This app makes communication a breeze for me daily.

Cons

I struggle with the mobile app. There are times I'm away from my laptop or VOIP phone & the mobile app seems hit or miss. There are times when the app shows the call answered but the line is dead. Also, the app will only ring 1 time on the mobile app then disappear.

Pros

Solid Uptime that you Can Build Your Critical Telephony Infrastructure Around

Cons

I don't like the fact that tech support takes awhile to get back to you. TIP: if you loop in your sales rep., they can help escalate as needed.

Pros

Mostly, I like that it works. I don’t get complaints from my people like I did with our previous Dialpad system. Free high-quality desk phones was a juice bonus. Not a difficult system to learn or use as a user.

Cons

No voicemail transcription! Difficult to change call trees by yourself (but customer service does it happily and quickly for you). My personal white whale - the iOS app does not work (refuses to sign in) on my iPhone or iPad because it doesn’t like my wifi router (or some such BS).

Alternatives Considered

RingCentral MVP and Vonage Business Communications

Reasons for Choosing Nextiva

Dialpad continuously sent calls straight to voicemail even when people were ready and waiting to receive the call. That’s bad business right there.

Switched From

Dialpad

Pros

I love how we only need one phone number. The app is amazing and you can answer phones even if you are not at your desk. It also improved invoices. Before we needed so many service providers to cover all our 80 offices, and now we only need Nextiva.

Cons

While Nextiva generally provides good call quality, sometimes in certain geographic locations or with specific internet connections, I have experienced call quality issues, such as dropped calls or audio problems, but I believe that is something that also happens to other services.

Pros

The easy access to Nextiva support and account managers is its best feature. If there are ever any issues, their support staff can be reached by messaging or phone call quickly. Reliable, domestic support is one of the primary reasons we switched to Nextiva and they deliver in that arena.

Cons

Our onboarding to Nextiva was, frankly, a terrible and protracted experience. While the staff I worked with were always helpful, the salesperson I worked with greatly oversold their onboarding turnover time. We were told our change from 8x8 could be resolved by month's end upon engaging their services. However, it took nearly three months to get our system going, which was frustrating because of the low complexity of our service requests. Once we made the full transition, our services were marred by constant technical issues with the phone app, so a complete delivery of services did not occur until 2021.

Pros

The Nextiva app's user-friendly interface made setup a breeze, even for our less tech-savvy team members. We were up and running in no time.

Cons

I have no complaints about this amazing app. However, I heard that the lengthy contract may be complex for companies. Overall, our experience with Nextiva was positive.

Pros

The features most impactful to our business would be the desktop and mobility app. We are not always in the office so being able to conduct business calls from our computers or smart phone as if we were in the office allows us to grow our business without having to physically be there.

Cons

The transcription is great but doesn't always capture the voicemail correctly.

Alternatives Considered

RingCentral MVP

Reasons for Switching to Nextiva

The cost, support and the ease of implementation and maintaining the system.

Pros

Up to 5 months ago I would have given Nextiva 5 stars and recommended 100% to anyone. However the system has gone backwards 25 years in the systems app since its new app role outs and as a phone company they don't seem to care. It used to be if they had an issue it was fixed with in hours. An example of Nextiva's current sub par systems and customer service is the vmail part of its phone app update didn't work on non apple products. Nextiva's response after playing dumb about the issue "that will be fixed in next few months" 5 weeks later it was fixed. Now they roll out a new app that doesn't list caller ID in phone logs unless you have the caller in your contacts...What good is that? The company doesn't seem to have an urgency to any issues in its system and rolls out apps that just half work. The developers diffidently don't understand basic phone system needs and over look large issues. Mistakes happen but you can't be a company offering a mission critical product that only partly works, not thoroughly test updates for issues, and not fix issues with urgency. I truly hope someone reads this in the organization to return your company to its service levels of the past because after several issues in the core system I'm sure we are not the only customers that are starting to wonder about changing.

Cons

Outlined above -I truly hope someone reads this in the organization to return your company to its service levels of the past because after several issues in the core system I'm sure we are not the only customers that are starting to wonder about changing.

Pros

Unfortunately, we have not liked anything about Nextiva software.

Cons

Be sure to read the fine print and be warned – I do not recommend signing a contract with Nextiva! As a small business owner, I would highly recommend sourcing another digital phone provider that delivers reliable phone service, easy to reach tech support, plan flexibility, competitive pricing and most importantly, the option to cancel if the service does not function properly or meet your current business needs.

Almost immediately after switching to Nextiva, we regretted our decision. When originally comparing phone providers, we now realize our first warning sign should have been Nextiva’s sales department pressuring us into a 3-year contract by offering a date sensitive promo on monthly rates.

When we first began using Nextiva, all our locations had significant issues with call quality. Our team had trouble logging into Nextiva’s online platform and the call audio was so poor that we couldn’t hear many customers through all of the static. Daily calls to Nextiva service were often needed for multiple team members at multiple locations. 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.

Pros

Nextiva have really made a hard transition much easier. Our systems were way out of date and we needed a high level review and rebuild of our existing coms set up. Not a small feat. The system we had been working with had not been updated for about ten years, at least, and the result was a Frankenstein. We had integrated various tools to drag out the lifespan of the existing system. The Nextiva team were able to come in and assess the situation as well as build a solution that covered all our needs. We were involved in the process and the result was an ideal case, something that we thought wouldn’t be possible given timing and budgetary constraints. Nextiva really came to the table with a complete and fitting solution. I can’t say how they do it but their team are really well versed in the technology. They understand the issues with making a transition and they’re obviously experienced they are able to foresee and offset issues before they come up. They are a full stack solution. I can’t recommend them highly enough. Another benefit of Nextiva is they have developed tools that are super easy to learn. This is big for us as we have to invest a lot of time and energy into training our staff on new software and technology.
. When tools are easy to learn and use as a first timer, it saves us a lot of money. We found the team were able to jump into the system, get online and get to work without any interruption at all.

Cons

The only con I can really think of is the lack of ability to integrate with some of our older systems. We had some tools we wanted to keep that we had updated only a couple of years ago. Unfortunately, due to their limitations we were unable to keep them as a part of our set up. It’s unfortunate as they were expensive and supposed to last for a long time. Plus, training and implementing new tools takes a huge effort so where we didn’t think we needed to we would have preferred to keep things the same. However, I think it’s a tough call because in our case there was the fundamental VoIP service that needed to be switched out and then all the services that connected onto that had to work too. In some cases, Nextiva was able to integrate but in others we had to launch another solution. I don’t think they were unreasonable; it was just a natural downside of large upgrade.

Pros

I am not the biggest Nextiva fan, however their call monitoring, call recording and analytics are helpful to managing our call center and ensuring quality service. Their support team is very knowledgeable, polite and supportive but it can take a lot of time to troubleshoot and resolve issues sometimes.

Cons

It is cumbersome to navigate and administer and often requires intervention from the Nextiva Support team. Configuration is not for easy for those not experienced in VOIP configuration. Changes are slow to update, and there are settings only Nextiva Support can correct which can be frustrating if you need to resolve an issue quickly and are at the mercy of their hold times. Configuration settings are layered by location, call flow (group), team and user so it can be tricky to track down an issue if you don't understand that. Their products are a la carte with modules for everything so finding the right product mix can be tricky as well. The lack of integration with our other systems is also an issue for us.

Pros

Customer service makes Nextiva stand out above the rest. From sales to implementation to support our experience with Nextiva has been great. The phone service has been consistently reliable since we signed up and we've pleased with the move to Nextiva.

Cons

The mobile app on the iPhone works, but still needs a little more development to be as reliable as the desktop app.

Alternatives Considered

RingCentral MVP and GoTo Connect

Switched From

GoTo Connect

Pros

The VoIP service from Nextiva has helped our sales team so much by enabling them to be better connected to the business, each other and their clients. The app that they use has a number of tools and features that streamline the day to day tasks of a sales person in our organization. From the call forwarding, scheduling side of things through to the voicemail to email features. It’s a big improvement from our old service and I believe it’s saving us money too. Another benefit for our team at head office is the conferencing capabilities. The new conference tool is far and away more stable, the line is clear, the images are crisp, our clients comment on the improvement… there is nothing worse than conference services that fail you mid conversation!

Cons

It took a while to get us set up. We had a complex implementation and needed lots of support from the Nextiva team to get the system configured to meet our needs. It’s always tough when things take longer than expected but overall I think they handled our business well and we have the system we want and need so it was worth taking the time to get it right.

Pros

From a management, and user standpoint I love the fact that all of our offices are tied together with one phone system. Office A can dial the extension of a user at Office B which is hundreds of miles away and its considered an inter office call. No more dialing the full 10 digit phone number. This is also helpful with transferring calls between offices.

Cons

I wish there was an option that when I call a user within our company via extension it wouldn't display my direct extension, but instead display the extension for our helpdesk. This would prevent users from calling me directly when they should in fact be calling our helpdesk.

Pros

Lots of features. Apparently I need more characters so I will say that I like that I am no longer using it.

Cons

Support was never available and it is almost impossible to cancel service.

Pros

I love the software! As a warehouse manager and installation technician, my favorite feature is call forwarding. This allows me and our technicians to call customers through Nextiva without having to give them our personal cellphone numbers. The call is routed through our office and will show that phone number. Our customers would be calling us 24/7 if they had our cell phone numbers so this allows us to work more efficiently and peacefully. I also love the fact that Nextiva automatically forwards voice messages to my email account. I often times will not have great reception on job sites, and this allows me to listen to messages out in the field.

Cons

So far, I do not have any complaints about the software or service.

Pros

It was ok for what it did, but texting was very cumbersome and a round about way to get there.

Cons

Could not text from cell unless you went to PC, created a contract, then back to your cell and then you could text.