Nextiva Review

Pros

• Excellent customer service
• Numerous features & add-ons
• Stable & reliable phone service
• 24/7 customer support
• Good selection of phones & hardware

Cons

• Pricing can be expensive
• Potentially long contracts

What Is Nextiva?

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.

Nextiva Pricing

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’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.

Core Plan

With Nextiva’s Core plan, you’ll receive:

• Social media management for up to three accounts
• Incoming & outgoing calls
• Business SMS text messaging (100 per user per month)
• Team chat
• Contact management
• Mobile & desktop apps
• Video meetings with screenshare & file sharing
• Call routing
• Voicemail with AI transcription
• Integrations
• 24/7 customer support

Engage Plan

The Engage Plan offers even more features. It includes everything from the Core Plan, plus:

• Social media management for up to 30 accounts
• 500 text messages per user per month
• Digital fax
• Customer-to-team SMS messaging
• Inbound call center
• Priority & skills-based routing
• Toll-free phone number
• 2,000 toll-free minutes
• Advanced reporting & analytics
• Microsoft Teams integration
• Website chatbot for 24/7 customer support
• Live chat
• Voice call recording
• Video meeting recording
• Voice analytics

Scale Plan

The Scale plan includes:

• Support for unlimited social media accounts
• Unlimited text messages
• 10,000 toll-free minutes
• Omnichannel engagement through voice and web chat
• Inbound & outbound calling
• Blended calling
• Process automation
• Workflow builder
• Voice recording
• Smart call routing
• Real-time transcription
• Built-in call center
• NextIQ Answer Assistant
• Supervisor monitoring
• Shared team directory

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 Extra Costs & Fees

Nextiva has numerous add-ons to enhance your system.

One add-on worth mentioning is Nextiva’s XBert. This AI employee can be trained to answer calls, field customer questions, and even book appointments 24/7. Just train it using your specific business data — FAQs, services, policies, and business hours — and you have an AI employee that interacts with customers, freeing up your other employees to focus on more important business tasks.

Xbert is priced at $99/month for 99 interactions. After that, it’s $0.99 per interaction. Free professional setup is included to help you get the most out of this feature.

Other available add-ons include:

• Digital fax
• Customer-to-team SMS
• Toll-free numbers
• Call recording
• Voice analytics
• Advanced interactive voice response
• Intelligent call routing
• AI transcriptions & summaries
• Integrations

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.

Nextiva Equipment

Nextiva offers a great selection of phones and hardware from its own brand and brands like Yealink, Cisco, Poly, and more. Available equipment includes:

• Desk phones starting at $90+
• Cordless phones starting at $70+
• Conference phones starting at $540+
• Wired & wireless headsets starting at $45+
• VoIP adapters starting at $160+

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.

Nextiva Features

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 only available for an additional fee. Despite this, Nextiva has a solid feature set.

Nextiva Security

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:

• Network access is provided by carrier-grade providers like AT&T, Verizon, and Comcast
• Data centers with the highest security protocols, including multi-factor authentication, biometric scanners, and more
• SSAE 16 certified data centers with PCI-DSS certification
• Session Border Controllers to protect network traffic

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.

Nextiva Customer Service

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.

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.

Nextiva User Reviews

Nextiva has plenty of user reviews online, and the majority of these reviews are positive. Nextiva earns a rating of 4.7/5 (based on 8,000+ reviews) on Trustpilot, a 4.6/5 (based on 900+ reviews) on GetApp, and a 4.1/5 (based on 800+ reviews) on Consumer Affairs.

Negative Nextiva Reviews & Complaints

While most reviews are positive, some customers aren’t completely satisfied with Nextiva. Here’s what they most disliked:

• Long hold times when calling customer service
• Charged for service after cancellation
• Customizing the system can take some time
• UI could be updated & made easier to navigate
• Contracts can be lengthy, with high early termination fees

Positive Nextiva Reviews & Testimonials

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:

• Excellent customer service
• Easy onboarding
• Features are easy to use
• Apps work well & are easy to use
• Good features for the price
• Reliable calls & messaging

Final Verdict: Is Nextiva Worth It?

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 monthly 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 contacting the company for a demo. And if you decide it’s not right for you, check out our top picks for the best VoIP business phone systems to find your perfect match.