Nextiva Reviews: 4.5/5 — Highly Rated

Similar to most other chat apps, so very easy to use.

Sometimes the app will say you are offline and you wont be able to get any messages or send any messages. Also, the app can stay linked to a phone or computer, so a message can look like it is from one sender but actually be from someone else. Would also be nice to show if a message is read. Additionally, I've had trouble with the update. My nextiva will still open the old version AND the new version.

Easy to communicate in real time while on the phone and when email is not a fast option. Shows if a person is writing back, which is useful in urgent scenarios. Texts can also come through the nextiva app, which is convenient when you don't have immediate access to your phone, or need messages sent directly to a computer for easier access.

I like the fact that you must answer the phone it is not a beep and then auto answered

The system is not as user friendly as you would like it to be, lots of hiccups. Calls not answered are automatically sent to VM not to the next available agent.

Call Center

The contact system allows reasonably fast info lookups for team members such as their extension or email.

Not provided

Very few. Recently, our team members have begun using Microsoft Teams for their own purposes and only retaining Nextica because it is attached to our work phone numbers.

The call center feature and report dashboard.

Nextive phone APP in not user friendly and sometime VOIP. The phone app i have to log out and log in atleast 3 times a day. I will get a call and went i go to answer it and drop the call which frustrate our clients. Our call center get logged in the afternoon all by itself so they have to monitor it daily so they can receive calls which cause issue if they dont. We are in the healhcare business and miss dr and patient calls which is not ok. This really needs to be addressed.

At this time we have voice our concern to the support team regarding the phone app and the Call center logging out employess out with out notice, Dropped calls,.

Access to billing tools and invoices is easy to reach

The phone app is atrocious and call routing features are out of date.

VoIP system, allows me to access business phone calls from multiple devices.

The customer service is helpful because the website forces the user to connect with customer service in order to get anything changed.

Nextiva seems to have a lot of features but a lot of them are not set up yet like the Call Flow and no one can give me an estimate as to when it will be available. The error messages that the system throws out are usually incorrect and do not address the issue, causing me to always have to reach out to customer service for anything including creating users, updating info, etc. Also, the prices are not clear and I was surprised that each line would cost over 40 dollars. Settings cannot be updated in bulk, instead each individual user and location needs each setting updated individually. Overall, this is a product that clearly requires a full-time administrator to get the product working fully and is in no way user friendly nor is the interface intuitive or simple.

Use of a toll free number, main office locations, call forwarding, voicemail to email, HIPAA fax.

Easy to fix once I got someone on the phone

My issue was something I should be able to fix via the web interface or an admin panel, but the admin panel seems to have bugs and doesn't have access to a lot of features.

It gives us a VOIP solution

It started out well the customer service guy that initially got my call was a freakin rock star he called back when the line dropped and was super attentive as we went through the process. He did warm handoffs and really made it an awesome experience. honestly, it was fantastic.

Honestly, once I got past the contract phase when you get to the support phase it really goes to shit. when you call for support they will send you a dead link or context that is out of date. Simple things like Why does this not work they will send you another video clip. so you can listen as a guy condescends to you as he discusses the phone system and maybe in the 6 to 10-minute video there might be the information you are looking for. but if not they will send you another video to watch that might contain the information you are looking for this is an endless loop so each time you get to watch their marketing information over and over and over and over and over you get the idea. When i call Technical i want an answer to a problem. I dont want to be assigned a research project.

I was using another Voip Provider that decided that each txt needed to have a cost of 8 cents to 16 cents per txt and when i called them to figure it out they just said their policy changed they no longer include sms txting in their plans so the price of domestic txt sky rocketed and i only txt on my phone systems 20 to 30 times per month but the fact i was being charged for incoming txt was just too much to deal with and so i dropped them.

being able to save numbers in system, its useful for interperters

dropped calls druring, uexpectedly kicks you out in middle of a call. will delete number trying to call out

calls drop during scheduling , will kick you out and have you re login during a conversation with patient

The most helpful thing about Nextiva is the staff most of the are very kind and attentive.

How many transfers it takes to get help.

Texting

System works well and hasn't given us problems with reliablity.

Nextiva updated their desktop app and the new app has a HUGE issue on MacOS and Nextiva support told me they are not planning to fix it. Every time the Nextiva app is opened on MacOS it automatically makes itself the default app for phone calls. It does not ask for permission to do this, even during the initial setup of the app. Even if you change the default app back to whatever it was previously, the next time the Nextiva app is opened, it will change the setting again. This is a HUGE privacy issue in my opinion. An app should NEVER make a system setting change without asking for permission. I reached out to their support about this and they've indicated that it's designed to work that way and they do not plan to change it at this time. I will not be using their MacOS app until this is changed.

Ease of transitioning between home and office work environments.

Interactiva, necesitan mejorar al 100 su SLA, ya que nosotros pasamos hasta mas de 3 horas en llamada con su soporte tecnico

No e visto todas las funcionalidades de su aplicacion

VPO

Sales representatives are always great. When I need a phone to be added the sales rep is always helpful.

Long wait times to speak with a tech who is hard to understand, rude, and seems to always talk over you when you are speaking.

Phone system to be used anywhere. It allows my users to be able to work out of their homes.

Easy basic setup Web, desktop (PC and Mac), mobile (iOS and Android) versions available Good analytics Integration with CRM

Long time to waiting support Not-so-good qualified support specialists - fix one, broke another one

fast rollout and scaling call distribution and call flow setup

User friendliness in creating call flows for any business situation

Reliance on chatbot over person to person access to solve problems - takes longer and is more difficult to get problems solved

Ongoing updates to the app and listening to customer feedback to make use of Nextiva services easier

Phones are pretty easy to operate. I like the online system as well.

Customer service is not always very helpful, they say they have fixed the issue and majority of the time they just have scratched the surface.

The fix general problems, like when our phones wont work correctly.

The setup of the account was very simple and easy to manage. It is easy to add new users and change settings as needed. The support on the virtual chat is also helpful.

The company locked us into a three-year extension at the end of our contract even though we had verbal discussions with our rep that we would need to move to another platform due to a merger.

It provides basic phone service for about 13 locations that met our needs when we installed it. It is a reasonably inexpensive solution and provides interconnectivity between the sites.

User friendly-ish but that is almost a stretch.

The initial setup was not very detailed and did not get me to the place I needed to be. It took me continuously calling about issues for them to set me up correctly. I have been a customer for over 1 year and I just today got informed my Caller-ID has not been verified/set up and would need a ticket to fix this. They sold me on the most expensive option but I do not have access or know how to access all of the features.

I need a phone service for my business and it provides this. That is about it.

Nextiva provides us with phones to use to communicate with our patients.

Nextiva drops calls way too much. There are too many errors within the system.

We are helping most of our patients when we are able to recieve the voice mails and not have the calls drop.

Hold times are short, easy to get ahold of someone.

Not this last call, but typically when I call nextiva I am on the phone for hours before they can resolve my issue.

Most of the issues are phone system glitches, programmed "favorites" disappearing, and adding new numbers/deleting numbers to our contact directory is never an easy fix.

Variety of features - mobile app can be very useful when you are away from the office. The computer app and instant messaging system is nice to have as long as other users are logged into the application.

Setting up a new user is challenging when it is for someone taking over an existing extension/phone. Changing your office greeting temporarily is difficult. Setting up the proper call flow has also been frustrating. Being able to use a physical phone in any location should be a standard option instead only having certain phones that can host another user.

We have experienced multiple issues since implementation a year ago from call flow, user set up and changes, office greetings, schedules, to app issues. I have not seen a return on investment yet. I have logged more hours into support than any client should.

The app and the ability to send tickets to be answered.

SMS problems. Out serviced customer service.

We use the call flow, WHich is very helpful.

I like that you can download the application to your phone and receive and make phone calls when not in the office.

I dislike that the application does not always work. For some reason my phone will not ring and go straight to voicemail. This is a he inconvenience, especially when waiting on an important phone call. The connection/reception is not always good which makes it difficult to use. I end up hanging up from the application and just using my personal cell phone, which defeats the purpose of the application.

I enjoy that I can work remotely without using my personal cell phone.

At this point, Nextiva has continually let us down. Understandably technology fails but at this point it does not feel as though the company does enough regression testing before implementation. There is not anything I can say I like best although recent improvements seem to be showing they may be headed in the right direction.

Their support response times are poor. When you're running a call center every minute counts and Nextiva does not see the urgency in restoring functionality.

Providing a basic telecom service to our growing call center.

I like the idea of a fully integrated CRM with massively valuable features like chat, surveys, and analytics tacked on, and works with their phone service product.

The setup isn't intuitive, and there are major flaws, like a lack of engaging instructional content, and the inability to delete records! They do have help articles, and they are more than willing to help you set things up, but I have used other CRMs that are more mature where you don't need to talk to anyone to set up your system, and you have more granular control over the data. On top of that, we have other web services that we would like to tie in, and Nextiva doesn't yet have an API exposed for custom development. I think it will be a great product when it's a bit more mature.

Theoretically, if I were uploading my contacts and accounts into the sytem, I could manage cases, contacts, accounts, etc. in one system that also does call-pops and automatic case creation from inbound calls. Great idea! But I haven't loaded my data into the system, because it bothers me that it can't be deleted except through special request to the engineering department at Nextiva.

Easy VOIP set up that allows calling from desk phone and mobile device.

Calls drop often. No easy way to listen to voicemails on a mobile device.

Makes calling potential clients easier

Support is easy to get to, and quick to fix issues. Having the ability to do hardware refreshes through the platform is nice. Simple to add/remove licenses and provisioning of devices is easy. Integration into generic devices is easy to do.

Lack of feature administrative ability through the platform. Too many functions that are available to admins through other platforms, such as FreePBX, are hidden behind a secret "Admin panel" that is only accessible to support agents. Simple things that are common place in PBX systems seem hard or over simplified/impossible to get to. Very easy to use which is definitely attractive for small businesses and those needing a simple interface, but adds a lot of frustration for enterprise admins who want/need that feature functionality without having to contact someone else to accomplish something. App interoperability between desk phone, desktop, and mobile devices, while improved, also needs work and frequently bugs out/drops calls on first ring.

Simple PBX and voip provider integration into a single billing platform.

The service is 99.99% reliabal, Customer support are friendly.

On line support has gone downhill over the years. It used to be the online support team would always go above and beyond to get things done quickly and with no pain points. The dash board is still clucnky and hard for a layperson to navigate/operate and run their busniess with the power that VOIP brings to the busniesss world. Our inoivces has now gone up and over what we were paying for copper phone lines in the past.

After you navigave the clunky dashboard it works like having a dedicated phone attendent to manage your busniess phone lines.

Comprehensive web portal. Responsive sales rep.

Horrible technical support. I have bad signal in my home. My calls with IT support would sometimes drop and no one ever called me back even though I gave a callback number at the beginning of each call. No one knew how to set up the Polycom phones in the way i needed despite being told it wouldnt be an issue when i was getting a quote. The app is incredibly glitchy.

Issues with call clarity with our previous provider.

It's mediocre. So I'm really not a fan...

Can't eaily access vmail................

I don't have to port my number to a physical location/landline/mobile carrier. I can use existing hardware.