Nextiva Business Phone Service vs. Vertical Wave IP

I think Nextiva Business Phone Service is well suited in a call center or phone environment either large or small. In my experience, the Nextiva Business Phone Service functionality for a simple office with 3 phones is also extremely customizable depending on needs. For a large call center, Nextiva Business Phone Service's call center product also makes the management of CSRs and recognizing weak points using data very easy.

The system does more than I've even had the pleasure to implement. I appreciate the staff and the system. It's stable and dynamic enough to meet any companies needs.

Incentivized

• phone administration is really easy with their web interface. Change names, phone numbers or extensions with just a few clicks.
• Receive calls across multiple devices, with the ability to switch the device during a phone call to another device.
• Nextiva support if you need them has responded to your issue within an hour via email or address it right away by calling support.

Incentivized

• System uptime is tremendous, I almost forget it exists on my server rack.
• Desktop software is very easy to learn, I can train new receptionists within a few minutes and they don't have to memorize extensions or rely on a sheet of numbers
• Call recording works well, I am able to find calls based on a number of criteria and it finds the calls fast and I can easily export them for use.

Incentivized

• Integration: Although they do integrate with Outlook and a few other third-party services, compared to some other VOIP vendors they don't integrate as deeply and their integrations are somewhat basic.
• Update their documentation on the website: Although they have a lot of documentation, sometimes they still have older screen shots and could try and update some of that material.
• Adding Contacts: The way you add contacts and request each other is kind of weird. You need to do this in order to see their status. You can see everyone in the global address book but without adding a person as a contact you cannot see if they are on a call or not. I think out of the box the address book (or at least the directory) should already be able to see the status and you should not have to request them as a contact.

Incentivized

• There are a few interfaces for working with the system and it can be daunting to learn
• They charge quite a bit annually and if you miss an update they charge you additional fees to catch up.

Incentivized

I no longer make this decision

Incentivized

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

Incentivized

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.

Incentivized

Nextiva Business Phone Service continues to be our primary recommendation to customers, based solely on consistent user experience. Pricing does edge out some other providers, but we have found Nextiva Business Phone Service's customer service to be the main deciding factor. They are not the only system we recommend, but when giving a side-by-side comparison of multiple options, they are the one most often selected.

• Missing less calls if something is wrong with the phone/internet
• a negative was time learning the new phones for our user, the learning curve
• its great to be able to go back and look at call logs to verify or find number if needed

• Good call tracking and automated systems allows for less staff and accurate metrics

Incentivized