Nextiva Reviews: 4.5/5 — Highly Rated

The service works well except for the mobile app. Support is friendly and effective when we call for assistance.

The mobile app does not work very well; it is practically unusable.

VOIP is convenient for many of our customers and us when remote work is necessary.

Great service and fast support - Alex Shevchenko and Dee Farrand always help and go out of their way to make sure we're taken care of.

Nothing - customer support and service is always excellent.

Streamlined manageability with VOIP phones.

They have a customer service support available all the time with your needs

Some customer agents were not able to help with my issue

Call forwarding, voice mail message straight to email

The ability to call our own assigned technical support team that understands our business and our system setup.

Some of the solutions are sometimes not what work best for our business, but not all systems are a one size fits all.

The ability to change little details within the system from one website. Our larger issues are usually resolved by our assigned technician group.

Roman was very helpful with the issue at hand.

What I dislike is that some of the instructions are hard to understand.

I call to have the outgoing message changed for holidays and our everyday message.

Their support team is always readily available and very respectful, helping out their customers.

Nextiva call center portal can be a little confusing at times. Not knowing all the features can leave you feeling like you have a Ferrari, but you are only used to driving a Corolla.

Tackling the call volume and call flow that reached our company has been a critical factor we have tackled thanks to Nextiva and its tools.

Fast service to assist when we have issues. My local rep and the main call center are quick to assist.

We are still working out the kinks, we've been out of service twice in a month.

I can resolve issues without a service tech coming to my business. With the assistance of the help desk, of course.

Nervous about changing phone service providers after my on-site tech company decided to cease helping me was a bit unsettling. My present support suggested two companies, and of course, I considered Cox since I am their customer for cable and internet. To my surprise, setting up the process was very smooth. I have had to call tech support more than four times and have had comprehensive and polite support. No long waits for help. They stick with you until you have the problem solved.

Nothing comes to mind at this time. Even when I called for things they would not be responsible for technically they were willing to help.

Connectivity was an issue. At set up, we were not told we might need to do a network check. When we experienced dropped calls and no connections at one point, we were told this would help the issue. We did this and are waiting to see if this has solved the problem.

Both sales and support team members are very knowledgeable of the system features.

The WebUI takes a bit to master. I think it could definitely be streamlined and more clear.

Transitioning from an overpriced "legacy" VOIP with very little functional flexibility, NO voicemail, and did I mention overpriced?

NEXTIVA HAS HELPED US MANAGE INBOUND AND OUTBOUND BETTER THAN ANY PHONE SYSTEM WE HAVE HAD PREVIOUSLY. WE USE IT THROUGHOUT THE ENTIRE BUSINESS AND HAVE HAD MORE SUCCESS NOW THAN EVER.

SOMETIMES THE SUPPORT TEAM IS NOT AS HELPFUL AS THEY COULD BE - RE-CHAT THEM OR CALL THEM BACK; IT USUALLY GETS BETTER THE SECOND TIME AROUND. THEY ARE GREAT AT HELPING!

OUR SOURCING HAS ALWAYS BEEN A BIG ISSUE WHEN ANSWERING INBOUND. ASKING WHERE THE PERSON HEARD FROM US NEVER WORKED AS WELL AS HAVING THE PHONE TELL US WHERE THE CALL CAME FROM INITIALLY.

Compared to our last service, the customer service is more responsive and easy to get ahold of from the many different options. They listen and try to get issues or concerns resolved quickly. The different phone features and analytics are an added bonus as well.

Having issues with our in-office router that is not fully supported. It would be nice to have more options for router connections. Most of the time, there are no issues related to it, but occasionally there are.

Being able to see who is taking phone calls and the average time spent on each call has greatly helped our team be more productive.

24-hour timely support and enterprise system

Ocassionaly transferred and had to start again

Today I needed to review and ensure upcoming holidays were set up for auto attendant

Customer Service is one of the betters I have to deal with on a normal basis.

Portal is confusing for nontech-initiated people at times.

Better Call flow, call tracking, and actual control via the portal.

Great experience with the help desk! Easy to reach and Anthony was very helpful.

I thought this process would be rather intimidating, but it was not.

Building a new business with an easy-to-use communication system made this I'm easy to accomplish task.

It is straightforward to use, very versatile with various products. It has one of the best support teams that I have experienced. All of their teams are very knowledgeable.

I can't think of something that I dislike at the moment. The equipment works great and the support is awesome. They always answer the call in less than 3 minutes.

I'm solving all my companies need for telecommunications. One of the benefits that we have gotten is the convenience of fixing a phone problem on the rare occasion that one surfaces.

I'm a direct person. Nextiva is not perfect. Come to think of it, neither am I. So when things go awry, and they do, I eventually find myself at the end of my rope and call into support for help. And then I hit them with every single thing that has frustrated me since waving the white flag prior (aka my last call into support). And each time they patiently work through everything. I was surprised to get U.S. based support this time. Regardless, Clint exemplified the same skill level, concern or empathy and 'get it done' focus that I have repeatedly found the Nextiva team to showcase. He's been with the company just a few months so their training program must be top-notch or he was an excellent hire! The support people know how to fix it or are able to access resources, digital or human, to get the answer and move forward. Either way, the lesson learned is for me to pick up the phone earlier rather than stockpiling. Guess I have my New Year's resolution! Thank you, Clint and Team Nextiva for always coming to my rescue.

The downside is that they provide quality training guides so I feel guilty calling in for help thinking there is probably a video tutorial I should have watched.

Just beginning to scratch the surface. We began with fax, added VoIP and Audio Conferencing, Online Form Builder, Survey, CRM all likely to add on as we find the bandwidth to use them.

I like the ease of the interface that Nextiva has created and the training that is provided while you are using the interface.

I have not found anything that I actually dislike.

Nextiva is our partner in providing customized solutions to our clients.

The customer service and technical support

The inability of sales to explain the features and how I could implement them

Inability to report the number of calls, false billings, and I have found the benefits to be useful with integrations.

Team in customer service is great - the APP is most helpful

Sometimes it is hard to understand some of the team members due to heavy accents

Now that we have to work from home we have had to use the APP all of the time- I would like to see if I can get some addtional training to be able to also use desk tops when in the office.

The automated center works pretty well, with plenty of options to go. Also, it's an easy-to-use system. Plus, the support team is super helpful. I worked with Alex, I hope I remember the name correctly, my apologies if I don't since I have trouble remembering names sometimes :). Alex fulfilled my request in highly professional skill sets. He understood what I needed precisely, and he could address my concerns promptly. I enjoyed working with Nextiva.

I used to have problem with the connection. Sometimes one of my desk phone was disable or disconnected to the system so I had to unplug the power and restart the phone to get it back to work. I don't see this problem ocurr anymore recently, so far so good.

I've been using Nextiva system for a while and I am happy with it, so far. The automated voice system is great feature to have with Nextiva.

Nextiva allows our company the agility needed in the current environment to be remote or in office without any large scale transition. Take a phone or download an app and the employees are now remote!

It can be a little difficult to find exactly what you're looking for within the setup site. It has improved and call flows are easier than ever to setup.

We are able to be remote seamlessly.

Once we transitioned, our customers noticed an improved voice clarity and call connection. It additionally drastically decreased cost.

A lot of the technical support documents are based on the old Nextiva portal and not the new NEXTIVA OS. This has resulted in conversations with their technical support staff when it was something I theoretically could have handled myself.

We are solving the monopolistic telephone practices of our area. We have gotten better voice clarity at a lower price.

The ease of use of the Nextiva systems makes for an efficient agent experience.

The communication with the back office was at times spotty and took a while to hear back.

Bringing a customer service center in-house. More efficient training is possible.

Easy interface that is universal across other providers.

Some updating services require manual service to be performed (updating company directory).

Contact both mobile and at desk through cell phone and desktop.

Being able to connect different phones to the mainline. The ability to receive calls office calls on any phone, anywhere.

Not being able to know who answers the calls. Not being able to text clients. The contact book not adding to the app.

Our office being able to connect remotely. The ability for any of the reps to answer calls where ever we are. Using one phone number to forward calls to multiple phones.

The interface. The CRM and SoftPhone are user-friendly.

CRM Interaction History is not transferrable.

Communication gap - We can call and text thru the soft phone.

The customer support is unlike any other. Although we have had some trouble with the system, it was primarily related to our network and not Nextiva. The customer support has always been exceptional.

There isn't an easy, straightforward way to upload contacts onto all phones in the system at once. We also dislike that every time we re-publish a Call Flow the word "Call Flow" + the name of the Flow + the phone number of the caller show up in Caller ID every time someone calls, and we can't change this on our own. We have to contact support every time. The good news is, this is not a phone issue, and it doesn't affect or interrupt business.

Have the ability to work from home and not use my personal phone. Checking voicemails online is amazing as well.

Easy to use and the availability of a mobile app. The analytics have been very helpful while many of our staff are working from home.

The downside lately has been the heavy outsourcing of their call center to the Ukraine. There have been a couple of instances where I have had a difficult time understanding the rep on the phone. *Please note that we are still very happy with the product and the service we receive from our Account Manager, Jason as well.

It allows our staff to be more mobile, and we are able to make changes to our Auto Attendants schedules easily to accommodate changes in our business.

Cloud portal access makes it easy to make adjustments and add users. Support is usually helpful. I like that I have a dedicated support rep.

I wish it could leave a call group from the phone interface quickly.

Cloud access allows me to provision my employees from home easily. Soft phone functionality also allows more work from home options for my employees.

Their customer service is very professional. They're friendly and very fast!

Not too much that I dislike. Sometimes the hold times are longer than normal but it happens

Adding extensions, licenses and adding new users.