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Nextiva Review

Jeff Hale
Jeff Hale
  • Nextiva is a complete communications system that's focused on connecting your favorite tools and improving your existing ecosystem.
  • Nextiva is reliable, thanks to eight strategically located data centers that strive for 99.999% uptime.
  • Businesses can choose from four service plans starting at $18.95 per user per month.
  • This review is for business owners who are interested in learning more about Nextiva, our choice for the best phone system for CRM integration.

Nextiva is a complete Voice over Internet Protocol (VoIP) communications system with business phone service as well as powerful customer relationship management (CRM) and collaboration tools designed to make business easier. The system is simple to install out of the box, with no technical setup or complicated configuration required. The company is CRM-focused and excels at giving businesses the tools they need to understand and remember every customer interaction and, in turn, provide exceptional customer service and sales efficiency.

Nextiva

Nextiva

The Verdict

Nextiva is a reliable all-around business phone system for VoIP that excels in providing seamless integrations with CRM software, helping to improve businesses' sales and marketing efforts.

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Nextiva offers top-notch network security and reliability, with around-the-clock monitoring and advanced, carrier-grade servers strategically located in Seattle, Los Angeles, Phoenix, Dallas, Chicago, Miami and New York. The company's diverse network selects the top internet carriers in each region to optimize connection speeds and reliability for each customer. What separates this business communications suite from the competition is the long list of available VoIP integrations that let you stick with the tools you already use daily. With Nextiva, you can bridge the information gap between CRM and business phone systems, have customers' information ready to go before you pick up the phone and make calls without switching apps.  

Nextiva Pricing

Nextiva offers four subscription tiers to meet a wide range of business sizes and needs. Customers can maximize their savings by committing to contract plans with terms of up to 36 months. As your company grows, you'll be able to adjust your plan to best suit your needs and goals. Here's how the four plans break down:

Essential

  • Price: $18.95 to $23.95 per user per month (billed annually), depending on the number of users
  • Core features: Unlimited voice and video calling, auto-attendant, toll-free numbers, integrations with Outlook and Google contacts, voicemail-to-email notifications, unlimited internet faxing, desktop and mobile phone apps and 24/7 customer support

Professional

  • Price: $21.95 to $27.95 per user per month (billed annually), depending on the number of users
  • Additional features: Unlimited conference calls with up to 40 participants, unlimited videoconferencing with up to 250 participants, call pop with up to 250 contacts, unlimited business SMS messaging, professional setup, and extended integrations with Salesforce, HubSpot and Zendesk

Enterprise

  • Price: $31.95 to $37.95 per user per month (billed annually), depending on the number of users
  • Additional features: Unlimited participants on voice and videoconferencing, unlimited video conference recording and call recording, unlimited call pop, voice analytics and voicemail transcription, single-sign-on functionality, and extended integrations with Microsoft Teams, Oracle Sales Cloud and ServiceNow

Ultimate

  • Price: $52.95 to $67.95 per user per month (billed annually), depending on the number of users
  • Additional features: Sales productivity and pipeline management, service productivity and ticket management, automated surveys and customer journey analytics

If you want to upgrade your communications hardware, you can do so directly with Nextiva, because it sells and leases many popular preconfigured VoIP desktop phones, cordless phones, conference phones, headsets and adapters that can turn your existing analog phones, pagers, fax machines and PBX phone systems into IP devices. Desk phones start at $80 to purchase outright or as little as $2.25 per month to lease. Choose from brands such as Poly, Nextiva, Cisco, Panasonic, Snom, Blackwire and AudioCodes. If cost is a major consideration, you can also use your existing devices and phones for Nextiva services.

Plans are available with monthly and discounted annual payment options. Prices vary by the number of users: one to four, five to 19, 20 to 99, and 100 or more. However, all plans are available to companies of any size. If one of the packages isn't a perfect fit, Nextiva will customize a plan for your needs.

TipTip: If you don't see the service plan that's right for you, speak up! Many companies are willing to develop a custom plan to suit your business's needs.

Nextiva Features

All of Nextiva's business phone plans include more than 45 essential VoIP features with HD-quality voice processed through eight strategically located data centers across the United States. Along with the standard unlimited voice and video calling in the U.S. and Canada, mobile and desktop apps, and integrations with your team's existing software tools, Nextiva provides real insights with detailed call analytics.

For example, you can track fine points like sentiment, measured by the language used in every interaction and touch point on all channels throughout the entire customer journey. If your customers are becoming dissatisfied in general, for example, the system can flag it based on the vocabulary they use on calls and in emails. The system collects customer and employee feedback in real time to analyze trends and improve problem areas quickly. Nextiva also allows you to send automated welcome messages, surveys and campaigns.

TipTip: You can also use Nextiva to provide virtual phone numbers to your employees. Teaching your staff how to get a virtual phone number can provide a lot of benefits to your overall company communication.

Another advanced feature, called Conversation AI, lets callers describe their reason for calling instead of scrolling through a menu. You can also automate communications to provide customers with the instant gratification they expect.

Nextiva stands out for its strong list of VoIP integrations for all of your critical apps, workflows and CRM tools, including Salesforce, HubSpot, Zendesk, Microsoft Dynamics and Teams, Outlook, Google Workspace, NetSuite, Zoho, Oracle Sales Cloud, SugarCRM, Act!, Bullhorn, GoldMine, ServiceNow and Workbooks.

Key TakeawayKey takeaway: Nextiva provides complete unified communication services. This allows them to offer advanced features, such as call analytics, and integrates with a long list of business applications, including CRM software. Users can also use this multiline phone system to make softphone calls and host video conferences.

Nextiva Pros

Reliability and security are big talking points for Nextiva, which claims to have had zero downtime in 2019 and boasts an uptime of 99.999%. The company credits its owned network with eight carrier-grade locations strategically located across the United States. Nextiva is ISO/IEC 27001 audited and certified, and compliant with SOC 2 for cloud data. The company also provides PCI-compliant and HIPAA-compliant solutions to protect patient data.

Nextiva helps customer-facing employees have better interactions while freeing them from mundane and repetitive work through automation. Real-time AI assistance from the intelligent software offers useful predictions and perfectly timed suggested actions to help your team members build great relationships, solve bigger problems and resolve conflicts using the best judgment possible.

The company offers the same great in-house customer service regardless of your plan tier or the number of users. You'll get 24/7 live email, chat and phone support with real-time status alerts and professional implementation.

Key TakeawayKey takeaway:Nextiva is a reliable VoIP service provider with AI tools to help elevate your team's natural abilities. The in-house customer support is available for all plan tiers.

Nextiva Cons

One potential issue for some businesses is the lack of web browser-based functionality. However, we suspect those instances are rare, because Nextiva has fully featured desktop and mobile apps. The only downside of the apps is their limited features with the Essential plan.

The entry-level pricing for each tier depends on the number of users and the length of commitment, with small businesses on a monthly plan paying as much as 40% more than larger businesses paying annually.

Key TakeawayKey takeaway: The lack of web browser functionality could be a sticking point for some. You'll need many users and annual contracts for the best pricing.

Customer Service

We reached out to Nextiva's customer service team for support through email, phone and chat, to judge the level of service you can expect. While posing as a small-but-growing business interested in a new service plan, we were met with immediate and friendly customer service from people who seemed genuinely interested in helping.

Nextiva's in-house customer service team works around the clock to provide 24/7 support by email, chat and phone. The entry-level phone service plan comes with the same support options as the most expensive plan, including professional implementation and multisite support status alerts.

Nextiva also has a searchable self-help database that's loaded with clear answers to the most frequently asked questions. There are a number of instructional webinars, detailed written guides and video tutorials to introduce new users to the software or dive deeper into some of the newest and most popular features.

Image Credit: Prostock-Studio / Getty Images
Nextiva

Nextiva

The Verdict

Nextiva is a reliable all-around business phone system for VoIP that excels in providing seamless integrations with CRM software, helping to improve businesses' sales and marketing efforts.

Visit Site
Jeff Hale
Jeff Hale
Business News Daily Contributing Writer
Jeff Hale is a writer and editor based in San Diego with a background in business development and marketing. He has identified new market opportunities for Fortune 500 companies and developed communications strategies and digital branding for tech startups and small businesses. Jeff covers emerging technologies and business solutions with a focus on efficiency and growth. He holds a Bachelor’s degree in English from the University of California, Irvine, and an MBA from Chapman University.