Nextiva makes it easy to connect with customers through phone, website chatbots, and social media. Find out if this customer engagement platform is worth the cost in this review.
WRITTEN & RESEARCHED BY
Editor & Senior Staff Writer
Last updated onUpdated
REVIEWED BY
Expert Contributor
| Total Rating | 4.4 |
|---|---|
| Pricing3.5 | |
| Features4.6 | |
| Equipment4.5 | |
| Security5.0 | |
| Customer Service5.0 | |
| User Reviews4.8 | |
Table of Contents
Disclosure: This video is sponsored by Nextiva and is included for informational purposes.
Nextiva isn’t just your average VoIP provider. Instead, the company offers a “Unified Customer Experience Management” platform designed to help businesses acquire and retain customers while also growing their customer base.
What this means is that not only will you be able to connect to customers through incoming and outgoing calls, but you’ll be able to manage and improve your customer interactions from social media to online review websites from one place. Nextiva even pulls in messages from Facebook, Instagram, and WhatsApp into one unified inbox, so you can respond to all customer communications from a single dashboard. Real-time insights, AI, and automations help improve the customer journey.
Nextiva has plenty of features, great security, excellent customer support, and a stellar reputation with past and current users. However, this option can be a bit pricey, especially for those who want a simple business phone system. However, don’t make a decision until you finish reading our comprehensive review.
| Pricing3.5 |
|---|
| Monthly Plan Pricing 3.2 |
| Add-On Feature Pricing 4.0 |
| Pricing For Additional Users/Devices 4.0 |
Nextiva offers three pricing plans that will work for most businesses, as well as three additional enterprise-level plans for larger businesses. For this review, we will be reviewing Nextiva’s three plans for small businesses.
| Nextiva Plans | Price | When To Use |
|---|---|---|
| Core | $23/month per user ($15/user/month when paid annually) | Businesses that need phone service and online engagement tools |
| Engage | $50/month per user ($25/user/month when paid annually) | Businesses that need advanced tools like website chatbots and advanced analytics |
| Power Suite | $75/month per user | Sales and service teams that want voice, web chat, inbound and outbound calling, and automations |
Nextiva’s plans start at $23/month per user, although you can score a discount if you pay annually.
Nextiva also has a variety of add-ons but is not upfront on pricing. Some features may also require setup, usage, or license fees.
With Nextiva’s Core plan, you’ll receive:
The Engage Plan offers even more features. It includes everything from the Core Plan, plus:
The Power Suite includes:
In addition to these plans, Nextiva also has three enterprise-level plans, Essential, Professional, and Premium, that have monthly pricing, concurrent pricing, and usage-based pricing. Enterprise plans start at around $75 per agent per month, and Nextiva emphasizes transparent per-user pricing with no hidden fees.
Nextiva has numerous add-ons to enhance your system. Unfortunately, pricing is not disclosed online, so you’ll need to contact Nextiva for more information.
Available add-ons include:
Many of the add-ons are already included in the two highest-tier plans, so it may be worth talking to a Nextiva rep to find the most cost-efficient solution for your business.
| Equipment4.5 |
|---|
| BYOD Compatibility 5.0 |
| Desktop Phone & Devices 4.0 |
Nextiva offers a great selection of phones and hardware from its own brand and brands like Yealink, Cisco, Poly, and more. Available equipment includes:
If you don’t want to pay the full price for your equipment upfront, you can make monthly payments. While the monthly payments are listed on the Nextiva equipment pages, no additional information is provided on whether you will be simply renting the equipment and what contracts are required. Instead, you will have to contact Nextiva to learn more.
You can also use your own devices with Nextiva’s desktop, Android, and iOS apps or purchase an adapter to use your analog phone.
Overall, we really like the great selection of hardware with a wide range of prices, contributing to a high score in this category.
| Features4.6 |
|---|
| Basic Features 4.2 |
| Advanced Features 5.0 |
| Third-Party Integrations 5.0 |
Nextiva has all of the features you’d expect with a business phone system. What makes it stand apart is its features that help you build a unified communications platform to connect with your customers.
Based on the plan and add-ons you have, you’ll be able to manage your social media accounts and online reviews and even use the power of AI to improve the customer experience. Nextiva’s onboarding wizard also makes setup straightforward, even for users without technical expertise.
One complaint is that some features are only available on the most expensive plans or are available for an additional fee. Despite this, Nextiva has a solid feature set.
| Security5.0 |
|---|
| Security Features 5.0 |
| Compliance 5.0 |
You don’t have to worry about the security of using your phone system, as Nextiva uses multiple security features, all of which are clearly disclosed online. Security features include:
Data centers have dedicated power grids for 99.999% uptime.
Nextiva has several privacy certifications, including HITRUST, HIPAA, GDPR, and PCI. It also supports compliance with TCPA and Do Not Call regulations for outreach, and uses STIR/SHAKEN technology to help prevent spoofed calls.
Overall, Nextiva is very transparent about security and privacy and goes above and beyond in these areas.
| Customer Service5.0 |
|---|
| Personal Support 5.0 |
| Self-Service 5.0 |
If you have a problem signing up, getting started, or with your service at any time, Nextiva offers multiple customer service options to help you out.
| Nextiva Support | Availability |
|---|---|
| Phone Support | |
| Email Support | |
| Support Tickets | |
| Live Chat | |
| Dedicated Support Representative | |
| Knowledge Base or Help Center | |
| Videos & Tutorials | |
| Company Blog | |
| Social Media |
We love that Nextiva offers 24/7 phone support to address issues day or night. If you prefer another form of support, Nextiva has you covered. A live chat is available seven days a week, you can submit support tickets, or you can shoot off an email.
If you’re more of the DIY type, you’ll find lots of self-service support options, including the Nextiva Support Center that’s loaded with how-tos, webinars, and video tutorials.
If that isn’t enough, Nextiva has a company blog with informative posts about VoIP, customer service, and other topics. Nextiva also has profiles on Facebook, X/Twitter, LinkedIn, and YouTube.
The quality of support is also excellent, although there are a few complaints (which is to be expected within a few thousand reviews). Overall, Nextiva does it right when it comes to customer support.
| User Reviews4.8 |
|---|
| User Feedback 5.0 |
| Review Site Aggregate 4.6 |
Nextiva has plenty of user reviews online, and the majority of these reviews are positive. Nextiva earns a rating of 4.8/5 (based on 6,800+ reviews) on Trustpilot, a 4.6/5 (based on 900+ reviews) on GetApp, and a 4.4/5 (based on 770+ reviews) on Consumer Affairs.
While most reviews are positive, some customers aren’t completely satisfied with Nextiva. Here’s what they most disliked:
Positive reviews are plentiful, and we could spend 1,000 words talking about everything customers love about Nextiva. Instead, we’ll break it down into what most people like the most about Nextiva, including:
Nextiva offers an abundance of features to help businesses build and nurture customer relationships. It allows businesses to easily connect with customers through multiple channels, provides exceptional customer support, and has a great reputation among its past and current users.
On the flip side, pricing can get expensive, especially if you pay by the month and add multiple users. There are also a handful of reviews criticizing the outdated UI and lengthy contracts that are hard to get out of.
If your business doesn’t need to manage online reviews, doesn’t have (and doesn’t want) a strong social media presence, and won’t find online tools useful, Nextiva is likely overkill.
Still, these drawbacks are pretty minor when looking at everything the company has to offer.
Before making a decision, we recommend checking out Nextiva yourself by contracting the company for a demo to fully see the capabilities of the system. And if you decide it’s not right for you, check out our top picks for best VoIP business phone systems to find your perfect match.
We spend hours researching and evaluating each VoIP business phone provider that we review at Merchant Maverick, placing emphasis on key characteristics to generate our product ratings.
When rating VoIP phone systems and providers, we use a 25-point rubric that looks at pricing, features, equipment, security, customer service, and user reviews. We weigh each section differently to calculate the total star rating.
Each section is further broken down into granular, weighted subsections, in which we look at specific attributes, such as plan availability, discounts for new customers, discounts for multiple users, the availability of advanced and basic features, security and compliance, and third-party integrations. Learn more about how we rate VoIP phone systems.
The Merchant Maverick Seal of Approval 🏆
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Nextiva
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After hours of in-depth research and evaluation, we can confidently recommend this brand to our readers. Get started today and see Nextiva for yourself.
The Merchant Maverick Seal of Approval 🏆
|
Nextiva
|
|---|
After hours of in-depth research and evaluation, we can confidently recommend this brand to our readers. Get started today and see Nextiva for yourself.
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The vendors that appear on this list were chosen by subject matter experts on the basis of product quality, wide usage and availability, and positive reputation.
Merchant Maverick’s ratings are editorial in nature, and are not aggregated from user reviews. Each staff reviewer at Merchant Maverick is a subject matter expert with experience researching, testing, and evaluating small business software and services. The rating of this company or service is based on the author’s expert opinion and analysis of the product, and assessed and seconded by another subject matter expert on staff before publication. Merchant Maverick’s ratings are not influenced by affiliate partnerships.
Our unbiased reviews and content are supported in part by affiliate partnerships, and we adhere to strict guidelines to preserve editorial integrity. The editorial content on this page is not provided by any of the companies mentioned and has not been reviewed, approved or otherwise endorsed by any of these entities. Opinions expressed here are author’s alone.
Our team of experts spends hours on every review so that we can find the best companies to recommend to our readers. Nextiva made the cut.
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