What users are saying about
29 Ratings
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Score 7.5 out of 100
34 Ratings
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Score 8.6 out of 100

Feature Set Ratings

    Cloud PBX

    8.7

    Nextiva Business Phone Service

    87%

    Zendesk Talk

    Feature Set Not Supported
    N/A
    Nextiva Business Phone Service ranks higher in 5/5 features

    Hosted PBX

    8.9
    89%
    5 Ratings
    N/A
    0 Ratings

    Multi-level Interactive Voice Response (IVR)

    9.0
    90%
    5 Ratings
    N/A
    0 Ratings

    User templates

    8.2
    82%
    5 Ratings
    N/A
    0 Ratings

    Call reports

    8.6
    86%
    5 Ratings
    N/A
    0 Ratings

    Directory of employee names

    9.0
    90%
    6 Ratings
    N/A
    0 Ratings

    Call Management

    8.9

    Nextiva Business Phone Service

    89%

    Zendesk Talk

    Feature Set Not Supported
    N/A
    Nextiva Business Phone Service ranks higher in 5/5 features

    Answering rules

    9.0
    90%
    7 Ratings
    N/A
    0 Ratings

    Call recording

    9.5
    95%
    6 Ratings
    N/A
    0 Ratings

    Call park

    9.0
    90%
    5 Ratings
    N/A
    0 Ratings

    Call screening

    9.0
    90%
    6 Ratings
    N/A
    0 Ratings

    Message alerts

    8.1
    81%
    7 Ratings
    N/A
    0 Ratings

    VoIP system collaboration

    7.7

    Nextiva Business Phone Service

    77%

    Zendesk Talk

    Feature Set Not Supported
    N/A
    Nextiva Business Phone Service ranks higher in 4/4 features

    Video conferencing

    7.0
    70%
    3 Ratings
    N/A
    0 Ratings

    Audio conferencing

    8.1
    81%
    6 Ratings
    N/A
    0 Ratings

    Video screen sharing

    7.1
    71%
    3 Ratings
    N/A
    0 Ratings

    Instant messaging

    8.8
    88%
    3 Ratings
    N/A
    0 Ratings

    Mobile apps

    5.4

    Nextiva Business Phone Service

    54%

    Zendesk Talk

    Feature Set Not Supported
    N/A
    Nextiva Business Phone Service ranks higher in 2/2 features

    Mobile app for iOS

    6.9
    69%
    6 Ratings
    N/A
    0 Ratings

    Mobile app for Android

    3.9
    39%
    4 Ratings
    N/A
    0 Ratings

    Contact Center Software

    Nextiva Business Phone Service

    Feature Set Not Supported
    N/A
    8.4

    Zendesk Talk

    84%
    Zendesk Talk ranks higher in 13/13 features

    Agent dashboard

    N/A
    0 Ratings
    7.9
    79%
    14 Ratings

    Validate callers

    N/A
    0 Ratings
    8.1
    81%
    11 Ratings

    Outbound response

    N/A
    0 Ratings
    8.5
    85%
    13 Ratings

    Call forwarding

    N/A
    0 Ratings
    7.9
    79%
    13 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    8.6
    86%
    13 Ratings

    Warm transfer

    N/A
    0 Ratings
    8.0
    80%
    11 Ratings

    Predictive dialing

    N/A
    0 Ratings
    8.1
    81%
    7 Ratings

    Interactive voice response

    N/A
    0 Ratings
    8.8
    88%
    9 Ratings

    REST APIs

    N/A
    0 Ratings
    8.0
    80%
    8 Ratings

    Call scripts

    N/A
    0 Ratings
    9.0
    90%
    6 Ratings

    Call tracking

    N/A
    0 Ratings
    8.4
    84%
    12 Ratings

    Multichannel integration

    N/A
    0 Ratings
    9.0
    90%
    9 Ratings

    CRM software integration

    N/A
    0 Ratings
    9.4
    94%
    10 Ratings

    Workforce Optimization (WFO)

    Nextiva Business Phone Service

    Feature Set Not Supported
    N/A
    8.7

    Zendesk Talk

    87%
    Zendesk Talk ranks higher in 9/9 features

    Inbound call routing

    N/A
    0 Ratings
    8.7
    87%
    11 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    8.4
    84%
    9 Ratings

    Recording

    N/A
    0 Ratings
    8.9
    89%
    13 Ratings

    Quality management

    N/A
    0 Ratings
    8.6
    86%
    11 Ratings

    Call analytics

    N/A
    0 Ratings
    9.0
    90%
    12 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.6
    86%
    12 Ratings

    Live reporting

    N/A
    0 Ratings
    9.1
    91%
    12 Ratings

    Customer surveys

    N/A
    0 Ratings
    8.2
    82%
    7 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.8
    88%
    10 Ratings

    Attribute Ratings

    • Nextiva Business Phone Service is rated higher in 2 areas: Likelihood to Recommend, Support Rating
    • Nextiva Business Phone Service and Zendesk Talk are tied in 1 area: Usability

    Likelihood to Recommend

    9.0

    Nextiva Business Phone Service

    90%
    8 Ratings
    8.9

    Zendesk Talk

    89%
    14 Ratings

    Likelihood to Renew

    6.0

    Nextiva Business Phone Service

    60%
    1 Rating

    Zendesk Talk

    N/A
    0 Ratings

    Usability

    8.0

    Nextiva Business Phone Service

    80%
    1 Rating
    8.0

    Zendesk Talk

    80%
    1 Rating

    Support Rating

    8.7

    Nextiva Business Phone Service

    87%
    6 Ratings
    6.7

    Zendesk Talk

    67%
    7 Ratings

    Likelihood to Recommend

    Nextiva Business Phone Service

    It is well suited for anyone who wants an easy to use very reliable VOIP service. If you have call center agents, it works very well for that situation as well. If you have people in multiple offices or work from home/remote it is a great solution. If you want everyone to be able to receive and make business calls from business numbers anywhere, this is your solution.If you are looking for a service that will integrate with many other third-party products you may use already, you may want to look at another VOIP vendor that has deeper integrations with third-party applications. If you are looking for the lowest price VOIP system, although Nextiva is not the most expensive, it is still in the middle of the pack when it comes to pricing. If you are looking for just cheap simple VOIP you may be able to find some vendors that are a little bit more affordable.
    Scott Scanlon | TrustRadius Reviewer

    Zendesk Talk

    This product is great when the call centers are globally dispersed and yet still need to collaborate jointly to resolve cases. The technology offered allows any call center to run efficiently with all the needs covered. on the downside, Depending on the scale of the operation and business, it may be overkill for some smaller organizations as there may be other products that will do just fine with fewer features and cheaper.
    Anonymous | TrustRadius Reviewer

    Pros

    Nextiva Business Phone Service

    • 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.
    Jose Luis Reyes Graterol | TrustRadius Reviewer

    Zendesk Talk

    • Call recording is a nice feature! It is great for training purposes and for quality assurance.
    • The metrics you get from Explore are a great insight into how the team is handling the call volumes.
    • Zendesk Talk has met most of our needs. It can be a bit unreliable at times.
    Anonymous | TrustRadius Reviewer

    Cons

    Nextiva Business Phone Service

    • 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.
    Anonymous | TrustRadius Reviewer

    Zendesk Talk

    • The lag on the phone is by far the most annoying thing with Zendesk talk due to the voice over IP.
    • Using the Reporting feature in Zendesk has never been a walk in the park. We have to customize a lot of fields and when something doesn't seem to add up, it at times feels like pulling teeth to get to the final answer of what went wrong.
    Shea Mworia | TrustRadius Reviewer

    Pricing Details

    Nextiva Business Phone Service

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    $18.95 per month

    Nextiva Business Phone Service Editions & Modules

    Edition
    Essential$23.951
    Professional$27.951
    Enterprise$37.951
    Ultimate$67.951
    1. Per User Per Month
    Additional Pricing Details

    Zendesk Talk

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    Zendesk Talk Editions & Modules

    Additional Pricing Details

    Likelihood to Renew

    Nextiva Business Phone Service

    Nextiva Business Phone Service 6.0
    Based on 1 answer
    I no longer make this decision
    Anonymous | TrustRadius Reviewer

    Zendesk Talk

    No score
    No answers yet
    No answers on this topic

    Usability

    Nextiva Business Phone Service

    Nextiva Business Phone Service 8.0
    Based on 1 answer
    It is good for phone calls but it needs to include Bluetooth headsets.
    Hunter Clayton | TrustRadius Reviewer

    Zendesk Talk

    Zendesk Talk 8.0
    Based on 1 answer
    My organization used it as a point of contact for client inquiries. Our knowledgeable customer service representatives tried it and had a positive experience with it.
    Omi Das | TrustRadius Reviewer

    Support Rating

    Nextiva Business Phone Service

    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.
    Josh Musson | TrustRadius Reviewer

    Zendesk Talk

    Zendesk Talk 6.7
    Based on 7 answers
    In our experience, we have had to go through many support people then ultimately getting frustrated enough to go directly to our point of contact who then doesn't always seem to be able to assist. We tend to get the support we need when it is escalated up to me and I reach out to our point of a contact person to express our frustration.
    Shea Mworia | TrustRadius Reviewer

    Alternatives Considered

    Nextiva Business Phone Service

    The features that Nextiva has managed to pack into their very competitive pricing is outstanding. The call flow visualization is spot on and very easy to use. The call recording is simple to set up and even easier to use. My only complaint is the Android app that seems to be hit or miss with certain users
    JAMIE RISSKY | TrustRadius Reviewer

    Zendesk Talk

    Slack and Zoom phones cannot compare because they have no ticketing systems. Zendesk Talk was the only option we considered because we were already using Zendesk for our email ticketing with customer concerns. We then expanded to using Zendesk's chatbot and then the Zendesk Talk system to keep it all integrated and streamlined.
    Anonymous | TrustRadius Reviewer

    Return on Investment

    Nextiva Business Phone Service

    • We like that we have one general call-in number that we can post on the website and marketing material where you can reach anyone in the business.
    • We like that the fax number alerts us via email if we have a message.
    Heather Neisen | TrustRadius Reviewer

    Zendesk Talk

    • Satisfaction evaluation requests are automatically sent after the ticket is resolved, helping to increase satisfaction.
    • The best thing about Zendesk Talk is that your inquiries no longer go unattended.
    • You can enter tickets on your behalf for both verbal and phone inquiries, so if you manage them all as tickets, there will be no omissions.
    Brandon R Hudson | TrustRadius Reviewer

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