8x8 Contact Center vs Nextiva Business Phone Service | TrustRadius

What users are saying about

Score 7.3 out of 10

Based on 150 reviews and ratings

Score 8.1 out of 10

Based on 20 reviews and ratings

Feature Rating Comparison

8x8 Contact Center

Nextiva Business Phone Service

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

8x8 Contact Center

Nextiva Business Phone Service

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

8x8 Contact Center

Nextiva Business Phone Service

Hosted PBX

Multi-level Interactive Voice Response (IVR)

User templates

Call reports

Directory of employee names

8x8 Contact Center

Nextiva Business Phone Service

Answering rules

Call recording

Call park

Call screening

Message alerts

8x8 Contact Center

Nextiva Business Phone Service

Video conferencing

Audio conferencing

Video screen sharing

Instant messaging

8x8 Contact Center

Nextiva Business Phone Service

Mobile app for iOS

Mobile app for Android

Pros

8x8 supports multiple platforms which made it easy to implement across our organization, with both physical and virtual phones for all employees.
8x8 offers an easy to learn administration system, which is fairly robust and offers as much or as little customization as you may need for your business.
8x8 comes with great onboarding support.

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Verified User

Technician in Information Technology

Marketing & Advertising Company, 51-200 employees

View all 69 answers on this topic

Our teams are located in three different countries. This includes Administration, Customers Support, Technical Support, and Sales. All of us have an internal number reachable from any mobile or laptop.
Looking for the internal directory and dialing a three digit number is very easy. We communicate with workers in different countries as we where in the same building
User-friendly application with availability indicator, call settings, and personal preferences.

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Jose Luis Reyes Graterol

Vice President,Latin America

LiveUBroadcast Media, 201-500 employees

View all 7 answers on this topic

Cons

The initial live support person can sometimes be difficult to communicate with. However, they will take down your key problems and escalate it to the right person to deal with your issues.
Better online chat support. The online chat seems to be limited to a bot to direct to their FAQ or to assist in opening a ticket only. The ability to schedule a chat online instead of calls would help.

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Attorney

Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees

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While phones are feature rich, they can still be confusing for some of our users.
Mobile app can be glitchy at times.
Would love to see more touch screen options.

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Verified User

Director in Marketing

Marketing and Advertising Company, 11-50 employees

View all 7 answers on this topic

Likelihood to Renew

No score

No answers yet

No answers on this topic

Nextiva Business Phone Service 6.0

Based on 1 answer

I no longer make this decision

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Verified User

Administrative Assistant in Information Technology

Computer Hardware Company, 11-50 employees

View all 1 answers on this topic

Usability

8x8 Contact Center 8.0

Based on 16 answers

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!!

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Call Center Manager

AUS UrologyHospital & Health Care, 51-200 employees

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Nextiva Business Phone Service 8.0

Based on 1 answer

It is good for phone calls but it needs to include Bluetooth headsets.

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Sales & Marketing Representative

DigiPro MediaComputer Software, 11-50 employees

View all 1 answers on this topic

Support Rating

8x8 Contact Center 7.0

Based on 69 answers

The agents took ownership and solved the problem. Restating and clarifying everything I said kept 8x8 from getting a "10" here. Despite the agents restating and clarifying too much, the senior technicians know what they are doing! They kept digging and digging until they found the problem, fixed it, and (most importantly) tested it before ending the call. This is not consistent with call center industry standards as most agents with other firms "fix" a problem and hang up. We don't learn how bad the "fix" was until later.

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Verified User

General Manager in Corporate

Health, Wellness and Fitness Company, 1-10 employees

View all 69 answers on this topic

Nextiva Business Phone Service 8.7

Based on 6 answers

I think Nextiva is a great tool for what we use it for. It is used for tracking time and used also in our bonus structure to make sure we have the specified amount of talk time. I really enjoy this application and everything that it is used for within our company. There's not a whole lot I can say about it other than it is a really neat tool.

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ISR

SetscheduleReal Estate, 51-200 employees

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Alternatives Considered

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.

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Principal

Chris Bugg Insuance AgencyInsurance, 1-10 employees

View all 69 answers on this topic

For my current company, Nextiva made the most cost/use sense. I have used Jive before and the cost is much higher for the basic services we are using. Nextiva's support is also, as I have been mentioning, top notch, efficient and helpful.

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Director of Account Services

Enliven, LLCFood & Beverages, 1-10 employees

View all 7 answers on this topic

Return on Investment

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.

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Vice President of Customer Support

Age or Learning - ABCmouseE-Learning, 501-1000 employees

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Reduced Cost: Licensing and model was much more simple than former vendor.
Reliable: Very few help desk calls or issues with the phone system. It just works.
User friendly back-end for admin users- very easy to manage. Easy to set up call groups, auto attendants and users or devices.

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IT Manager

Professional Benefit Administrators, Inc.Hospital & Health Care, 51-200 employees

View all 7 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

8x8 Contact Center Editions & Modules

—

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Nextiva Business Phone Service Editions & Modules

Edition

Essential	$23.95¹
Professional	$27.95¹
Enterprise	$37.95¹
Ultimate	$67.95¹

Per User Per Month

Additional Pricing Details

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Rating Summary

8x8 Contact Center

Nextiva Business Phone Service

8x8 Contact Center

Nextiva Business Phone Service

8x8 Contact Center

Nextiva Business Phone Service

8x8 Contact Center

Nextiva Business Phone Service

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