8x8 Contact Center vs. Nextiva Business Phone Service

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Contact Center
Score 7.7 out of 10
N/A
8x8 Contact Center is a solution that helps businesses boost engagement, collaboration, and operational effectiveness for customer success. Built on the 8x8 XCaaS platform, 8x8 Contact Center helps businesses to connect and collaborate with individuals working inside and outside of the organization.N/A
Nextiva Business Phone Service
Score 9.1 out of 10
N/A
Nextiva is a business communications platform that includes a VoIP solution, CRM software, BI software, cloud storage, phone and device rentals, email marketing automation software, and a contact center solution. These products can be purchased individually or together.
$18.95
per month
Pricing
8x8 Contact CenterNextiva Business Phone Service
Editions & Modules
No answers on this topic
Essential
$23.95
Per User Per Month
Professional
$27.95
Per User Per Month
Enterprise
$37.95
Per User Per Month
Ultimate
$67.95
Per User Per Month
Offerings
Pricing Offerings
8x8 Contact CenterNextiva Business Phone Service
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details——
More Pricing Information
Community Pulse
8x8 Contact CenterNextiva Business Phone Service
Considered Both Products
8x8 Contact Center
Chose 8x8 Contact Center
8x8 had better pricing for our needs. 8x8 offered the features we needed without extras we did not. The overall onboarding process as demoed was smoother and provided more confidence in the product.
Chose 8x8 Contact Center
I found 8x8 customer service to be outstanding when compared to Luma. There are many more tools provided to my team than what I used to have with the service used previously and I have a reliable customer support.
Nextiva Business Phone Service
Chose Nextiva Business Phone Service
Nextiva is way better than our former phone company, hands down! With the former phone company, we experienced dropped calls, or the app wouldn't work. We used it for many years and I don't ever remember them making any updates. Nextiva has been the best company we've used. …
Chose Nextiva Business Phone Service
We went from Vonage to 8x8 to Ooma, then bad issues at RingCentral before finally finding Nextiva's quality service.
Chose Nextiva Business Phone Service
8X8 is very complicated to use. Nextiva Business Phone Service platform is compatible to all of their devices and very easy to use and maintain.
Chose Nextiva Business Phone Service
While 8x8 is a good service it simple does not offer the same features that Nextiva does. In my personal experience Nextiva is a step above in both customer service and when it comes to the service itself. Specifically the phone app works much better with Nextiva than it did …
Top Pros
Top Cons
Features
8x8 Contact CenterNextiva Business Phone Service
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Contact Center
7.0
131 Ratings
18% below category average
Nextiva Business Phone Service
-
Ratings
Agent dashboard7.8116 Ratings00 Ratings
Validate callers7.0105 Ratings00 Ratings
Outbound response8.0102 Ratings00 Ratings
Call forwarding8.0119 Ratings00 Ratings
Click-to-call (CTC)5.677 Ratings00 Ratings
Warm transfer8.1115 Ratings00 Ratings
Predictive dialing7.953 Ratings00 Ratings
Interactive voice response7.169 Ratings00 Ratings
REST APIs7.741 Ratings00 Ratings
Call scripts7.469 Ratings00 Ratings
Call tracking6.9115 Ratings00 Ratings
Multichannel integration4.667 Ratings00 Ratings
CRM software integration4.459 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Contact Center
7.9
122 Ratings
5% below category average
Nextiva Business Phone Service
-
Ratings
Inbound call routing7.8111 Ratings00 Ratings
Omnichannel inbound routing8.161 Ratings00 Ratings
Recording8.1108 Ratings00 Ratings
Quality management7.7108 Ratings00 Ratings
Call analytics7.6108 Ratings00 Ratings
Historical reporting7.4100 Ratings00 Ratings
Live reporting9.01 Ratings00 Ratings
Customer surveys7.257 Ratings00 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
8x8 Contact Center
-
Ratings
Nextiva Business Phone Service
9.2
172 Ratings
12% above category average
Hosted PBX00 Ratings9.380 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings9.497 Ratings
User templates00 Ratings8.7103 Ratings
Call reports00 Ratings9.1147 Ratings
Directory of employee names00 Ratings9.3143 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
8x8 Contact Center
-
Ratings
Nextiva Business Phone Service
9.1
188 Ratings
8% above category average
Answering rules00 Ratings9.3170 Ratings
Call recording00 Ratings9.0147 Ratings
Call park00 Ratings9.2137 Ratings
Call screening00 Ratings9.1136 Ratings
Message alerts00 Ratings9.0168 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
8x8 Contact Center
-
Ratings
Nextiva Business Phone Service
8.8
133 Ratings
6% above category average
Video conferencing00 Ratings8.866 Ratings
Audio conferencing00 Ratings9.2115 Ratings
Video screen sharing00 Ratings8.657 Ratings
Instant messaging00 Ratings8.790 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
8x8 Contact Center
-
Ratings
Nextiva Business Phone Service
8.7
165 Ratings
5% above category average
Mobile app for iOS00 Ratings8.8141 Ratings
Mobile app for Android00 Ratings8.6117 Ratings
Best Alternatives
8x8 Contact CenterNextiva Business Phone Service
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
8x8 Contact CenterNextiva Business Phone Service
Likelihood to Recommend
7.8
(135 ratings)
9.2
(201 ratings)
Likelihood to Renew
7.8
(6 ratings)
9.6
(5 ratings)
Usability
8.3
(21 ratings)
9.7
(4 ratings)
Availability
9.1
(2 ratings)
10.0
(1 ratings)
Performance
9.1
(2 ratings)
10.0
(1 ratings)
Support Rating
4.3
(52 ratings)
9.1
(6 ratings)
In-Person Training
9.1
(1 ratings)
-
(0 ratings)
Online Training
-
(0 ratings)
10.0
(1 ratings)
Implementation Rating
8.5
(4 ratings)
9.7
(3 ratings)
Configurability
9.1
(2 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
7.3
(1 ratings)
-
(0 ratings)
Ease of integration
8.6
(2 ratings)
-
(0 ratings)
Product Scalability
9.1
(2 ratings)
10.0
(1 ratings)
Vendor post-sale
-
(0 ratings)
9.1
(1 ratings)
Vendor pre-sale
-
(0 ratings)
9.1
(1 ratings)
User Testimonials
8x8 Contact CenterNextiva Business Phone Service
Likelihood to Recommend
8x8, Inc.
8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
Read full review
Nextiva
We switched from Comcast years ago and haven't looked back. Nextiva has been an excellent choice for us. There has been minimal downtime, an easy-to-configure website, and fantastic live chat customer support. This product is easy to use if you need a VOIP call center system to manage users and how calls are routed. We recommend it!
Read full review
Pros
8x8, Inc.
  • Tracks all inbound and outbound calls from our organization.
  • Gives us the ability to record and review calls.
  • Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
Read full review
Nextiva
  • Make onboarding easy and back it up with support. This lead to no service downtime for our customers while we transitioned.
  • Make their software very intuitive and user friendly while providing a good knowledgebase if you need a refresh or get stuck figuring something out on your own as I like to do.
  • Being very friendly and attentive when questions were being asked for needs we had.
Read full review
Cons
8x8, Inc.
  • Post-sale support through the online ticket system is painfully slow.
  • It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
  • The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.
Read full review
Nextiva
  • Only complaint is when you try to use the online assistant, it can take a while to get to you but it's not really been that bad and if I can't wait, I will just call and get them right away.
Read full review
Likelihood to Renew
8x8, Inc.
I really love using this product it has made my job easier to preform my daily tasks. As a customer service agent and claims support agent its awesome
Read full review
Nextiva
The cost, call quality, and ease of use make it a very easy decision to renew with Nextiva
Read full review
Usability
8x8, Inc.
The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
Read full review
Nextiva
Nextiva Business Phone Service system is very usable. We have desk phones, that were included at no cost. The function just as one would expect from an office phone system. I can also answer my calls from my PC and even on my cell phone if I have to leave the office.
Read full review
Reliability and Availability
8x8, Inc.
The only issue I have ran across was on getting the updated new version
Read full review
Nextiva
We have not yet experienced any issues the Nextiva Business Phone Service availability. It has always worked as needed.
Read full review
Performance
8x8, Inc.
Yes everything loads quickly and its ready for use
Read full review
Nextiva
Nextiva Business Phone Service performance is great. The call quality is much better than our old analog land lines at a fraction of the cost.
Read full review
Support Rating
8x8, Inc.
The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
Read full review
Nextiva
Support is great. We usually get someone on the phone; they answer our questions and help us with our issues. They are responsive when we call, and there is also a wealth of information on their online help center, which will typically answer our question or send us in the right direction.
Read full review
In-Person Training
8x8, Inc.
Detailed training and good quality to provide our customers to achieve their needs and to give the best we can as far as information and technology and the best service we can to have the customers be satisfied with the technology and the best quality to get the best answers to their doubts.
Read full review
Nextiva
No answers on this topic
Online Training
8x8, Inc.
its was with the best quality and the best performance we could have as far as detailed information for us to get the best training on how to get used of 8*8 and provide the best quality and technology to provide to our customers when they need and made us fell comforatble in how to use it
Read full review
Nextiva
The training we received from Nextiva Business Phone Service was thorough, and detailed. It also did not take very long.
Read full review
Implementation Rating
8x8, Inc.
It was extremely easy
Read full review
Nextiva
Nextiva Business Phone Service assigned an on-boarding team to help me implement the phone system. They asked me a few question about how we would be using the system and set everything to meet our implementation. They also took care of porting our phone number from our previous phone company so we could still use them with Nextiva Business Phone Service. The process was fast and painless.
Read full review
Alternatives Considered
8x8, Inc.
Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
Read full review
Nextiva
Nextiva blows RingCentral out of the water in three areas for us: 1) Customer service 2) Customer service 3) Customer service. This is so important. It was nearly impossible for us to get in contact with our account manager at RingCentral after the sale. I have it documented that the fastest response from him was 5 days, the longest 38 days. Our phones never worked like we liked them too and RingCentral support always had long wait times and tech support agents that couldn't really fix the issues. Actual phone call quality was the same between the two, but in our world customer service counts!
Read full review
Contract Terms and Pricing Model
8x8, Inc.
It is pretty much "Par for the course" with the options out there with other vendors.
Read full review
Nextiva
No answers on this topic
Scalability
8x8, Inc.
It was implemented across the board in the company and has worked perfectly
Read full review
Nextiva
We have not yet needed top scale up our phone system yet, but I can tell that it will be very quick and effortless to do so when the need arises.
Read full review
Return on Investment
8x8, Inc.
  • The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
  • We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.
Read full review
Nextiva
  • ROI - we are saving money, a lot of money, and we have a MUCH better phone system
  • Consolidation - we migrated 6 different phone systems in 6 different counties into one, and it's been wonderful!
  • Management - managing this system is so much better than Mitel, Panasonic, and any other system I have used. We are able to assign rights to certain staff to also make changes, and it's user friendly and almost fool proof.
Read full review
ScreenShots