Nextiva Reviews: 4.5/5 — Highly Rated

There isn't much good about this system. The simple interface seems attractive to those who don't have much experience with phone systems or have been working with clunky interfaces like Cisco's CUCM. But you'll quickly find out that the interface is all for show. Basic changes to ring groups (Nextiva Teams) often don't take. Editing call flows is a nightmare and extremely difficult to trace the flow because even though the call flows are graphical, they are not interactive. This means if a call flow sends a call to a different flow you have to back out of the flow you have open. Then find and open the other flow. The CRM is far too basic for even small companies. And support will do everything they can to blame the customer for any and all call quality issues.

Is everything too harsh? The worst is the call center. The attractive front end is just a smoke show for anyone needing Call/Contact Center. To set up a call center the front end must be configured to 10 digit dial to number configured in the call center interface which is when you are back in the 2004 Cisco/Broadsoft interface. But even if you can navigate this interface you don't have enough rights to manage licenses so while you've assigned licenses on the front end they are not active in the call center until you call support. Since Nextiva has 300 employees in Ukraine, support has been poor since the war in Ukraine began. The reporting is terrible and can not access via any remote method in the chance you have DBAs. Not even automated email. You can't even get the Nextiva Analytics page, which is very pretty by the way, if you're not a full-blown administrator. So forget about letting managers run reports on their employees. I could go on, but I have seen some garbage in my years. I have extensive experience with Lucent, Avaya, Cisco/UCCX, Asterisk, Shoretel, Nortel, Fuse, Vonage, Ring Central, TalkDesk and many others I have forgotten about. Nextiva has been the most frustrating experience of my career. Thought I would add to the review after dealing with yet another ongoing issue. When editing a team or call flow the system often won't accept changes. A simple edit today of removing a user from a team caused the entire ring group to fail. The removed user became the only one in the group while the active users could not receive calls. Even removing all the users and re-adding did not change the team options. It took tech support almost 45 minutes to resolve the issue. End result: one of the most called departments in our company could not receive calls for nearly 2 hours this AM. EDIT: 7/12/2022 While support continues to be a major issue Nextiva's inability to track and resolve call quality issues is beyond frustrating. Most hosted systems provide some basic call quality reporting. Nextiva does not.

We haven't solved anything. We went from a working Cisco environment with extensive reporting and rock-solid performance to Nextiva. We hoped to solve the on-premise maintenance and capital cost issues of refreshing our Cisco system. But the cost of Nextiva is not as low as anticipated. For the cost of 1 year of Nextiva we could have refreshed hardware and kept access to our reporting and the ability to troubleshoot issues. The TCO for a 3 year contract with Nextiva when factoring in the support and lost business due to system problems will be far beyond the TCO of staying with Cisco. And for those of you who know, Cisco is not the cheapest or best option on the market.

Most of the people are nice - one person though really made it hard.

Takes forever to get help. I needed assistance - went without help for 2 weeks.

We didn't have phones. We do now - kind of. Spotty service even though we told Nextiva we could not hard wire in lines.

I like the fact that I can accept and make calls remotely as though I'm in the office, specifically on my cell phone.

I've been very disappointed at the lack of basic features. For example, I'd like to be able to save a list of the calls I've made and received each month. Nextiva doesn't allow me to export that call list. I can save a PDF of 100 calls at a time, which is too tedious and not functional since I cannot save it in a spreadsheet. I also am very disappointed that the list of calls does not provide me with the caller's name from the caller id information. Even comcast provided that. I've also ordered other products - expensive headsets, to be specific. Nextiva is quick to take my order and charge my credit card, but has ZERO follow-up. I've been waiting for 3 months and the only interaction about this order is when I call. They are pretty quick to ask me if I want to cancel my order. I call that a total lack of customer spport.

Haven't really realized any benefits. Due to the lack of reporting, I can't do the call follow-up I need to. And, due to the strict terms of their agreement, I'm locked into this disappointing service for 2 years.

Very dissatisfied with the system as a whole

The complication of the system as a whole. The unreliability of setting up or changing user accounts and system features

Setting up or adding users. Setting up or changing system features

I'm not sure the setup I was promised has not happened yet. Only 1 of my five lines has been activated.

I received plenty of calls prior to getting the service now that I'm a customer nothing...

Cant set up voice. It hasn't been able to provision since I started the service.

I like that it can be integrated with Outlook, so company-wise it's nice to have to communicate with the company

- The software, I had so many issues, and most of it is was on their side. - Communication, there were a few times there was Maintenance, and we were not notified. - Licenses, When we had new hires, their licenses would always expire, and I would have to call them every time to resolve it. I couldn't be proactive and call ahead to resolve this because they told me they could not do anything until the License Expired...

- Barge Issues - Licenses Expiration issues - Sound Issues - Issues with Outgoing/Incoming Calls So far, I haven't found one benefit of having nextiva as your company telephony system.

The phone service worked fine but nothing other providers can't match. We were a customer for 7 years but we changed to Ringcentral and are much much happier.

Their portal was hard to navigate and looks extremely outdated. Customer Support keeps weird hours meanwhile, Sales is always open and easy to reach. Can't Cancel through the portal, have to go through their "Customer retention team" that also keeps strange hours. Their rep told me this is all so customers can't "accidentally" cancel. I emailed them to cancel (because their "retention team" was closed during business hours here in California) , they took exactly 5 days to get back to me only to ask for more information. When I asked them to honor the initial cancelation date when I sent the email they escalated it. Escalation rep got back to me TWO WEEKS later. Refused to honor the date I sent the initial email. Awful, awful business practices. Moved to Ringcentral and am much happier. The initial reason that we moved was that the fax numbers are separate from the phone numbers. With Ringcentral each employee can have their own phone number and can receive faxes at that phone number. Also their portal is awful.

Nothing another phone provider can't solve.

Customer support is always extremely good. Even when issues are persistent and recurring (they are), the support is wonderful.

I have to spend a significant portion of my day managing users having issues ever since December. I keep a log of our phone issues and we've had more in the last month than the rest of the year combined. It's crazy. Daily problems.

We're able to have an entire team go remote with very little interruption in service thanks to Nextiva. That would not have been possible with our old company.

Customer service is polite anf try to be very helpful.

1. Lack of effective internal communication: My holiday schedule is never accurate. I have submitted my schedule multiple time through out the year and yet I always have to wake up to the surprise that my calls are still going to the office. Recently, I sent an email with the Christmas and new years holidays. It worked for Christmas, but not for New Years holidays. 2. Lack of training: The staff seems are not trained properly or provided with the bare minimum. They take anywhere from 20min-40min trying to fix something simple because they don't seem to know what they are doing. In an occasion I had to figure it out myself because I had been on the phone for more than an hour. 4. Leadership: They are hesitant, almost scared, to transfer me to the enterprise team, even though I request it. Gives me the impression they are reprehended if not able yo handle an issue.

I am familiar with the system.

There is nothing about customer service that helps customers or serves.

Difficult to understand representatives - heavy accent. They seem untrained.

Phone directory. There were no benefits because it wasn't solved or realized.

So far, nothing. We paid for the pro install. We had repeated conversations with the company to make sure we could make this work for our business before we committed. They walked us through several checks and told us what equipment we needed, we purchased the equipment. The day before the rep comes they tell us oh we need other pieces of their equipment, the installer can't bring it and we have to overnight it. - we did all these things. The installation we paid for landed us with a rep who left after trying to make it work for 2 days. He left and the phone system does NOT work, calls are dropped constantly, angry customers. Slow or no response from our sales rep at Nextiva.. this has been a TOTAL NIGHTMARE.

Poor customer service, difficulty in getting answers from the company. Lack of concern despite that we paid to fly out their professional for the install which was incomplete when he left. Repeatedly told our issue was 'escalated to top tier tech professional who will call us' - and NO ONE calls. How is this company still in business? All they want to do is point fingers at Spectrum. Spectrum has come out repeatedly to look at the equipment and there are no problems with their equipment. We had NO ISSUES before the Nexiva rep came here and installed the equipment that does not work.

No benefits, all problems. Calls are constantly dropped, customers are angry. Yesterday our tech team was on the phone with Lisa at Nextiva and the call dropped, how ironic after she was just telling us that they don't see problems. She has repeatedly asked us to send her the same information over and over with no resolution. Notes that she should have on our ticket numbers, truly ridiculous. I will happily update this review if they get it together and get this fixed, so far we are on week 3 of chasing our tail with this company.

There is nothing I like about Nextiva. We are currently looking for a new provider.

There are so many things I dislike, but overall I would have to say the support or customer support never really solves the issues.

We get to speak with our customers.

I'm editing my original The call quality is great, and the support has been top-notch. Overall, I've been very happy with the care I have received and their straightforward pricing—no nickel-and-dime stuff like other carriers.

Integration with ZohoCRM still requires a 3rd party integration and only works well with a PC. This is frustrating with the growing Marketshare that Zoho has - especially in the SMB area. The software is not very resource intensive though and works well enough that it is a small price to pay for Nextiva's superior pricing model.

I needed something that would allow me to use my VoIP desk phones and integrate with ZohoCRM. This is much easier to set up and administer than Twilio and is far cheaper than other VoIP providers, so it has met my needs well thus far.

I really like the idea of Nextiva. In theory, it's perfect.

I really dislike the reality of Nextiva. In practice, nothing works the way it should and everything is a hassle.

I am still working to solve the problems caused by Nextiva. I have realized no benefits whatsoever. The call flow breaks every time I interact with it, the audio file upload technology is straight out of 2010.

The app is somewhat user friendly.......

The customer service wait times and have to explain your issue multiple times.

Phone call monitoring

If I had to say I liked something it was the portable phones.

The online portal is horrible. Hardly anyone at customer service can help. Customer Success managers are rude.

I like that I can use the phone tree better than Comcast. Though at first, I had to have calls with 3 different level three techs to fix their bugs to make our trees work.

The platform itself is reliable and customer service generally resolved whatever technical issue I had on the first call.

My account manager did not contact me other than to provide an introductory email. Never checked in, never followed up. We also had a contract dispute and it was determined we had both made mistakes around the communication on contract terms. Despite this, they did not try to meet in the middle, took an inordinate amount of time even providing an answer, and insultingly offered a so-called settlement that only benefited themselves. Also, their mobile app needs work.

Aside from reliable VOIP service, they have a pretty decent analytics platform.

The customer service is decent. They seem to care, to a point.

They rope you into these 39 month agreements and if during the duration of that agreement your business needs change, ie you have to reduce your workforce and no longer require as many user licenses they will outright refuse to reduce the services to only what you need without doing an extension for a full 39 months. If you refuse to extend your agreement, they will stonewall you. On top of that after shopping around for competing services, I have found Nextiva to be over double the cost of some of their nearest competitors. If you bring this up to them during the course of trying to rightsize your services, they will ignore your point and try to pressure you into extending your contract so they can further bleed your company dry. 0/10 would not recommend.

Phone service for retail locations. The cost significantly outweighs the benefits, but their phone service has proven to be fairly reliable.

Friendly and supportive sales and onboarding, though it seemed more complicated than it should be. I mean, it's just a phone number, right?

SUPPORT! My sole purpose in testing this VoIP service was to get our company name in the Caller ID. I understand that's not fully in their control, so I'm not faulting Nextiva for that failure. But I'm about to make my FOURTH contact attempting to cancel service (since the service didn't address my pain point). An initial email was acknowledged, but nothing more. The chat agent told me to call. The phone agent (at 9:40 est) tells me to call back after 10. You are wasting my time (and yours)!

I attempted to solve for caller id. I recognize that it takes both the service provider AND the carriers to solve this, and in my case it mostly was not solved. So I haven't realized the anticipated benefits and am canceling.

Cheaper than other VoIP services, and wtih more features than comparable priced products.

Way too many technical issues. Frequently have problems with calls dropping, or after configuring a setting, Nextiva will change something on their end which will reset credentials.

Nextiva allows for making and receiving phone calls. When this works, it's fine, but you have to worry about, say, power outages in Miami that cause your service to crash or them making a change on the back end and clearing your carefully crafted settings on all your accounts.

Unfortunately, there isn't anything we like about our experience with Nextiva phone service.

Terrible call quality, consistent platform bugs, poor tech support, unfair contract

We've had constant problems for 2 years, without any permanent resolutions. Nextiva's phone service is completely unreliable and has cost us customers, in addition to countless hours of wasted team resources. Nextiva has not helped us solve any business problems - they only created more business problems for us!

Offering many phone functions, CRM and text messaging

Phone system with many problems. I spend a week on the phone with tech support and nothing was fixed. Unresponsive managers.

I ordered Nextiva service because of the good reviews. I was told that the phone porting can be done in 4 weeks, meantime the customer service put in spreadsheet all details about auto attendant and other functions. After 4 weeks I asked when would be the porting I was told that it takes 4 weeks from the 4 weeks. That was my fist surprise. Just before the porting they misinformed me about the date and and time and the porting was done without my knowledge. First week of the Nextiva phone service was terrible. Auto attendant was not setup as planned. Text messages were not working. CRM not working. I spent days asking to fix things but each time more problem and more things did not work. We were running in circles with the problems. The waiting time for support was up to 50 minutes. They usually were not able to fix the issue but forwarded the case to the next level. I talked to the manager and he forwarded me to the technician. The technician forwarded my case again. I wrote an email to the manager but I did get a reply. Today I called to cancel the service and the rep. ask me to hold while he created the support ticket, I was waiting for 10 minutes. After that he ask me wait while I would be transferred to support team. I was waiting for over 40 minutes. This support person asked me to wait white he would write a support ticket again. I asked him while is he doing this since his coworker did it already. He told me that there was no prior record of the ticked created today. He informed me that someone would call me today or next day. I spent days on the phone and on computer with the setup team and technicians and things are were working. 1. I emailed many times before porting asking if the setting in auto attendant were set right. After porting the auto attendant was mess and as today it is not fixed, it is total mess. 2. Popup CRM is not working well. 3. CRM is login out users all the time. 4. Some CRM users would log in to the CRM and next day they would  not log in to CRM at all. 5. SMS messages not working, I was with technician on the phone days ago and the technician confirmed the the SMS were working. Today I was on the phone again because the SMS were not working. I got the email confirming that the SMS is working, I checked and it is not working. 6. When I was ordering the phone service I was told that customers can leave a voice message and I will see the red light on all phones if voice message is there. I really needed the red light to be blinking on all phones. Today I called the technician since the customers were not able to leave a message. The technician fixed the issue and informed me that there is no way I would have blinking red light after the message is left and this is the hardware problem, the phones I received form Nextiva are not able to have the option.  He said that I need to call the voicemail every few hours to check if voice mail would be there if I need to know if the voice mail was left by customers.  That was a big surprise to me. I talked to another technician later on and he said that I can have the blinking light only on 1 phone. I have 9 identical phones but the Nextiva system don't have the function I used to have with another company. I was misinformed by the sales to start with. I was waiting long time for the problems to to be resolved but nothing was resolved so far.

Nothing yet. But I will say that the tech engineers are quite capable and helpful.

Basic functionality of directory management, published instructions and tutorials being outdated or incorrect, untimely resolutions with multiple follow ups required. The desktop and cell phone apps are developed by different companies and don't interact with the back end system of Nextiva the same way. We were initially provided with phones that didn't even support basic functionality that was required.

We are paying 5x times more money for a system that is less effective and more complicated than the previous one. We have not seen one benefit yet.

the people at customer service are mostly polite

Not getting what they promised. Use them ONLY if you want a complete nightmare, do-it-yourself, wait and see experience, or if you just have nothing better to do than try to hack NEXTIVA'a system to get it to work over and over!

I was trying to save money on my Ringcentral service, which admittedly is complicated, and expensive. I was promised almost as much in service for less money... not so much less so that I would have thought that there more being promised than can be expected. However, after taking my money to set up the account, entering all of my information, pins, numbers etc., nothing was ever completed. Customer support was terrible no LOA, not anyone who could assist in customer support! How is this possible? Plenty of follow-up calls and e-mails to let me know that they couldn't do anything, not even cancel my service, so I had to waste time contacting my credit card company! I understand that this may be a unique experience, just for me to learn a lesson in patience. Is that what you are looking for?

We have used several programs for communicating with customers, but most have a delay between the time you click that send button and the time your message is delivered. Some delays have been up to two hours, which is a major problem in online communication-- customers demand instant gratification and quick answers. Nextiva does not have that delay.

There are a lot of glitches. A lot of little things just do not seem to work. And whenever there is an update, even more features stop working properly. However, I think the biggest problem is trying to get help for your issue. If the support team is unable to fix a problem, they just stop responding to requests and messages instead of following-through on an issue. So far, the unresolved issues that we are having include: not being able to respond via Nextiva CRM to eBay messages, not being able to use our Macros after an update, not being able to create our own Macros due to previous issues with the CRM, an ineffective chat feature between customers and stores (this is a big one-- chats get "lost", a chat is ended when the customer goes to another page or tries to minimize the chat pop-up, and then cannot be re-opened, chat notifications do not always come over, regardless of settings.... I could go on). UPDATE 7/23/2019: Nextiva read my review and they have reached out to me to try to resolve several of the outstanding issues. So far, the solutions have not worked, and we are back to where we started, but I am, at least, glad that we have started the conversation. I look forward to their promised improvements and to speak to them about a more pro-active approach when using the CRM. I am hopeful, which is a great deal better than how I felt when I originally left my review. UPDATE 11/5/2019: Ultimately, the issues we had were not resolved, and we had to find a new CRM. We are keeping the Nextiva voice and fax services for now, as that is their focus, and they are efficient at that. However, the issues we have had with their CRM have been frustrating, to say the least. With the exception of one of their SaaS Professional Services representative and their development team, their representatives lack proper knowledge of their product and do not communicate effectively with each other or their customers. The Customer Relations Escalations Manager was more concerned about my updating or removing my review than she was in seeing that our issues were resolved. Indeed, she contacted me a number of times under the impression that they were resolved when, in fact, the only thing that was accomplished was to make my team more frustrated. In the course of my trying to get our issues resolved, I sent multiple clarifications, screen shots, and even did a screen-share meeting with their Senior Solutions Delivery Manager, only to have him communicate the incorrect information with the development team and provide the same (incorrect) "fix" multiple times. As it turns out, their chat feature was so faulty that they removed it in order to rebuild it. It is supposed to be available in "several months." I also mentioned in my original review that I was having trouble with the Macro feature after an update in February. I had been trying to get help for that since the update. I shared this with both the Customer Relations Escalations Manager and the Senior Solutions Delivery Manager and was provided a work around, but nothing further. It was not until a meeting with the developers months later that they showed both the Senior Solutions Delivery Manager and me how the updated Macro feature works. I should point out that it does not truly function as well as it did before the update, but it was more efficient than the work around. The Senior Solutions Delivery Manager clearly had no knowledge before our meeting how that worked-- a huge red flag, but an accurate representation of the type of "service" we were receiving from both him and the Customer Relations Escalations Manager. Another issue I mentioned was not being able to answer buyer messages from eBay within the CRM. This again took months of discussion in order to not work. The Senior Solutions Delivery Manager continually provided the same "resolution", no matter how many times it did not work. I finally reached out to eBay on my own and was told that since the service they use is not one known to eBay, their developers simply needed to follow the instructions on a link that eBay provided to them. It was unclear if he ever shared that link with the developers, and it wasn't until the SaaS rep stepped in that a real solution was suggested. Unfortunately, by this time, we had received notice that the chat feature would not be available and had wasted so much time on other defects that we never were able to tell if the solution eBay provided worked. The score that I gave the Nextiva CRM earlier has not changed. Our issues were still handled poorly, and apart from teaching us and members of their own team how their features work, they were not satisfactorily resolved. I still cannot recommend their CRM service.

It is hard to find a decent CRM without being charged for a lot of features we would never use. And we are able to communicate with our customers.

It works on windows 10. That's about it.

Not user friendly, not feature rich for desktop at all.

Voip only

Have not been able to get the implementation done. Have been struggling with this product for a year.

They have know glitches in the software and cannot resolve. Support is very sketchy. You must agree to a contract tied to phone service and there is no relief when they cannot get it to work.

None. It has been a collosal waste of time and money.

Their pricing would be okay, if they delivered on the quality of the service.

Unreliable phone service (calls not going through), and poor customer service when reporting issues.

Tried to solve the issue of having a business number be accessible on my cell phone at all times, but it wasn't reliable.