Nextiva Reviews: 4.5/5 — Highly Rated

US based sales person helped us through the process

Lack of support. Lack of knowledge about porting numbers from the previous carrier. The onboarding and assistance with setup was almost non-existent. If there was information, it was made aware of to me

Its a step up from regular landline phone systems. More features, more transparency

For the price, Nextiva works fairly well, calls are clear and they offer desktop phones, windows and iOS apps along with smartphone apps. Support when needed is usually quick to resolve issues that arrise, unless it requires more than a password reset, then it can take 1 month or more to resolve (with little to no updates from support)

The Admin interface could be a bit better designed, but could be my lack of familiarity as we recently switched providers

Cost effective phone system that allows call recordings, call groups, s

All three people I worked with were very helpful. They took the time to set up everything for me and walke me through each step They sales rep assigned to our team is knowlegeable.

That you can not hang up with a button on a headset yet but they assured me the feature is in progress The app is absolutly awful. They close cases befoer even solving the issue Can never answers calls and they blame it on cellphone and wifi signal.

We switched because they are said to be the best Voip on the maket. less than a month in an i am feeling like they buy reviews we have had the absolute awful time trying to do anything with the phones. They were not able to set up physical phones. The app doesn't ever work. we are missing 9/10 calls due to the issues.

It has a desktop and a phone application.

When users are in calls using the phone app, the call drops. WIth the new desktop app some users have lost their previous messages. Users cannot create their tickets for technical support. Issues with users when using the phone app it does not let them log in, especially if they are using an Android device.

Auto call attendants are a great way to forward calls faster to where they need to go.

I was able to combine two remote office onto the same phone system. The smart phone app is nice. Call quality is nice. The price isn't too bad for what you get.

Support has not been the most helpful. It seems like they are not all trained the same way to fix problems. If you call support, be prepared to be on hold for at least 30 mintues. You have to pay for features which I feel should be included like an easy way to call park. The global directory is not easy to implement and populate. If you like to do things yourself you are out of luck. You have to call support to change most things. The web interface is slow. I have had good and bad experiences with onboarding. One onboarded was very attentive and helpful while the next didn't seem to care. We have also had numerous issues with calls being dropped while transfering. I think some it is due to user error, but I don't think all of it.

Our old phone system couldn't forward calls externally. We also had two offices that were on different phone systems so it made it hard for calls to be transferred between the two.

They got the phone functioning correctly

Long hold times and the representative didn't explain his process at all.

Capability to communicate with clients and other employees.

I like Nextiva landline phones. I like how they show the names of my coworkers on one side and show if they are on a call or not. I also like how it has my lines on the other side of the phone and shows my extension on the screen. I also like that I am able to hook up a wireless headset to my phone through USB.

I wouldn't say I like the customer service I receive from Nextiva. We make phone purchases that we never receive and wait on hold for support for over 30 mins. They don't call you back if the call is dropped while talking to technical support; it also took two weeks of calling to be able to speak to one of the departments.

When the phones and transfers are actually working, Nextiva allows us to connect with our customers. We run a remote business so its important for us to be able to reach our customers.

That I get a fax number, messages go to email and it rings on my phone and cell.

It's ridiculous that texts can't be deleted and many texts never even make it.

I called today to have them help me set up voicemail for travel. They were extremely helpful and pretty much made the changes based on what I said.

Al was so helpful in getting us the help we needed. The personal agent interaction really got us set up exactly the way we intended it. Thank you so much!

It takes a long time for onboarding/setting up the first time.

Being able to route calls to different extensions.

It's easy to submit tickets and you guys have a relatively fast turnaround time for responses.

Your tools are not very user friendly. It's hard to figure out how to use things or set things up and a lot of the time the instructions don't apply.

Nextiva is allowing us to operate as a call center where previously we did not have call center functions.

I really have nothing to say. Your just like every other phone service nothing separates you from competitors besides you having an app that is horrible as well

Customer service Response time No Reliabilty or respect for customers Time consuming with issues App has progressively gotten worse over time. Has not improved AT ALL

They arent solving any of my problems they make them worse and I spend way too much time having to have the actual problem solved. Horrible customer service and account management. Fix that problem for me thanks

Its nice to transfer your work calls to your cell.

The connection is poor and often my phone doesn't ring. It just shows missed calls. When using Nextiva apps many people have difficulty hearing me.

none

Not ridiculously over priced for what it is, basic expected features are easy to use

Implementation was horrendoues, to the point of our in-person services being refunded in full. Support closes tickets prematurely. Documentation of NextOS is incomplete. Mobile app was the largest selling point for it to be unusable majority of the time with empty promises for years that it will be fixed. Basic PBX features available in other systems and even the older version of Nextiva's platform (pre-NextOS) have to be edited by technical support and not accessible to admins. Status page for service is intentionally not kept up to date (admitted to me by a support agent) so their uptime appears better than it is.

Traditional phone service Faxing

Not very much , having lots of issue with Nextiva

web portal is not working well , its not loading well

our phone system wiht external clients and external users

I cant think of anything positive now, unfortunately.

Software is constantly malfunctioning, not transferring for after hours and VERY POOR customer service and Sales representatives Wish we were not tied into a long-term contract as we would switch

Phone system

My expirience with nextiva is not great but if I had to pick one thing, would be I can log in from any browser.

Unable to delete my own call, text or vm's. Sometimes it works, sometimes it doesn't. Don't have clear connections. Nextiva will block calls to former nextiva numbers. I have tried calling a number and nextiva will not let it connect. Call from my cell and the calls go through. Still have to go through support to update some features, they will tell you you can do it yourself online but you go and try and it doesn't work, so you are back to chatting with them again. and lets not talk about the useless Nextiva One App. It's like nextiva found everything crappy and bundle it together to offer expensive, crappy service.

Helps because the physical office location and our remote workers can have an intergrated system.

The system and the equipment is good its the service that is questionable.

My sales rep never answers, customer support non existent and still having issues with the features, implementation and integrations. I was so excited to move from my landline to this system.

The reports, texting and the analytics.

There is nothing redeaming about the service when it isn't compliant with what they advertise.

We signed up for a HIPPA compliant account. Now, almost 1 year later, non of our lines are on a HIPPA compliant account. Our rep is hard to get ahold of and can't solve this issue.

It isn't solving an issue when the product isn't providing what we paid for.

In theory, I like that Nextiva gives us unlimited capabilities to expand our virtual call center.

What I like least about Nextiva is their account management and support. Back when we first signed up with Nextiva in 2016 our Account Manager could often help us take care of simple tasks on our account. Recently, our AM cannot assist and doesn't know how to do anything in Nextiva. In addition, when we have to contact support we wait days for replies. You used to be able to easily call in and get a resolution. Now, it seems like you are waiting for someone in another country to get back to you.

We operate a virtual call center that operates multiple seasonal schedules and answers call on multiple lines. We also use Nextiva for our corporate VOIP calls.

The online ability to pull up your system and make changes

The phone system is not user friendly, and the service help is not very helpful

They are not solving any problems for us. This is the worst system we have ever had.

The ease it is (sometimes) to get in contact with tech support

The app is increadibly gltichy and it crashes very often. It takes a long time for it load properly and stay working.

It is being used for work as an organization and it works just fine for everyone but it is not extraoridinary.

Their phone services and options are great

Customer services are not so great. Nothing but issues lately.

Phone issues that aren't being taken care of to begin with. It hasn't been benifiting me lately. Only when the customer is happy.

The product itself is amazing, we have no issues with using Nextiva.

We've had a lot of issues with customer service. Starting with our account manager and her lack of responses. We then asked for her to be replaced and we end up with someone who is going on maternity leave in less then a month, so we will be taken care of by her team. I am going to assume that our account will not be followed up with and we just shouldn't do any upgrades or modifications to our account, because it won't be handled in a timely manner. The fact that we can threated our business and downgrade our product without anyone trying to make it right is absolutely insane. We upgraded our call queue due to being lied to that the comfort message was not apart of our current package. We ended up downgrading back after finding this out and over a month of trying to get a demo of our new premium call queue, which never happened. Overall I wouldn't recommened Nextiva solely based on the customer service we've received.

Nextiva isn't solving any problems. The customer service is the worst I have experienced. When on a call you are told one thing and then the complete opposite is true. I was told we would have our account manager info at the beginning of August, we didn't hear from her until September after an escalated situation. We called customer retentions and was told to reply to an email and we will get a response right away if we don't get our issue resolved, i have yet to speak with that person. I also waited on hold for over an hour to speak with a supervisor and as soon as i was on the call with him the phone disconnected. He called back three hours later to follow-up. I am appalled at the customer service and will do anything in my power to never call. Although Tech support as long as you get someone who knows what they are actually doing it is seamless. Although there was a time i was left on hold for over 30 minutes and had to call in and get another agent on the phone. Overall, customer service needs an overhaul.

It's a phone system and the phones are able to dial out and receive phone calls. So in terms of just getting the basics and bare minimum correct, it would be hard to say that Nextiva does not meet this most basic level of performance.

Mobile app gets a C; difficult to manage callflows and voicemails. Desktop app gets a C-; does not meet any of the things you might expect from a modern, software-first VOIP system. Difficult to use. For example, when I get a call, my phone, mobile app, and desktop app all ring at same time, but when I pick up the desk phone, my mobile app keeps ringing.

None really. They've created more problems for me than they've solved. In the old PBX phone system days, it was so easy to manage heavy call volumes in a office setting with 15+ people. But not with this VOIP system.

The phone rings but if there is a problem... good luck.

The process to set up the plan was impossible. It took over 3 months to set up a 10 person phone system. After finally getting it set up we found that they failed to port a fax number. I have spent hours on the phone and 20+ emails to get this fixed. They admit they made the mistake but will not fix it because the account that has my fax number has not released it. But the only reason they have my fax number is because they failed to port it 3 months ago. So I have lost a fax number I have had for 20+ years and I cant get a suporvisor to talk to me. I highly recommend never working with this company unless you have a full time staff that can be dedicated to fixing their failures.

Providing a phone service that works for remote employees.

There are no upsides to using Nextiva, unless you like wasting time and money on a useless phone system and horrible customer service.

I don't like leaving negative reviews but am leaving this one to save other SMB owners time and money - TLDR; use Ring Central instead, it works. The onboarding call included the rep being unable to activate my voicemail; unable to make my login work for the site without resetting the password every time; unable to activate text messaging, and unable to activate the app. Eventually, she told me that we should call support to open a series of tickets to - you know - make the phone system work as a phone. I was informed they would get to the tickets within a week.I wish I had read more of the reviews here because this total waste of time is not unusual. I had a 30-day money-back guarantee written into the contract. On day one of the contract Friday April 7 I informed sales rep A that I was exercising my right to cancel and refund, including the details of why, and he assured me he would get right back to me. Tuesday April 11 I still had not heard back and checked in again by email and phone, and to date (July) have received no response. Nextiva not only charged me for the first month, they continued to charge me despite my repeatedly telling them that I have cancelled. Now it has become a credit card dispute, which is taking MORE of my valuable time to provide endless documentation - despite the fact that I exercised my 30-day right to cancel. If Nextiva had simply abided by their contract, replied to me, and not committed fraud on my credit card, I would not be leaving this review- but I always appreciate being warned off bad companies so consider yourself warned.

Nextiva is not solving any problems for me, it is creating problems - taking money they aren't entitled to and creating more time that I have to spend dealing with the credit card company to get this terrible company to refund my company's money.

I can't say anything good about Nextiva, the phone service works decently, but configuration in the portal is a nightmare, and the app has serious issues. Overall lacking innovation and improvements.

Nextiva is basically just a law firm aimed at auto-renewing customers and making sure that despite a customers best efforts, they cannot leave. Account managment is downright predatory, the policies change daily and without your knowledge or consent.

None.

When calling the reps are always nice and helpful patient

The actually quality of service is very poor. Phone freeze, drop calls callcenter dashboard listening to recordings we run into a lot of issues

the resolve some issues but the main ones are still unresolved

Caller ID - that is really the only think I like about it

The biggest flaw in the interface is how whenever there is an incoming phone call, the whole Nextiva window pops up and stops you from doing whatever you were doing. It is very annoying and frusterating when you are trying to type and you are interrupted by Nextiva. Calls drop frequently between transfers. There is no caller ID when someone uses the call waiting feature. The window takes up the whole screem; this was not the case prior to the update. The ringtone is bothersome. Customer service is not very helpful. The few times I had requested help on an issue, the issue was not resolved after I had provided multiple screenshots and lengthy emails with information, and gone back and forth with their reps several times.

Our business has thousands of incoming and outgoing calls a day. Nextiva allows us not to have hard wired phones.

it looks/maybe cheap other things are not good

the system unstable and uncomfortable not like other system, chat service also i should wait too long.

you should update menu!! no rebooting in menu, not easy to access thru web, web interface also very bad i should reboot everytime to access. and unstable some of them need to reboot many times a day. and cable (plug-in port) can't pulg cuz conflict hoels and case support. everything is unacceptable. looks like never used phone before. How can you plug in the jack ? ther ports are all too close and near case!!!