What users are saying about
16 Ratings
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Score 8.5 out of 100
12 Ratings
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Score 8 out of 100

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

Well suited in the way it records each interaction. This is specifically helpful for my managers that may be dealing with an escalated issue to hear exactly what took place on a call with one of their agents. It's also an amazing way for them to develop and grow their agents to become more productive and impactful on their calls.
Shea Mworia | TrustRadius Reviewer

Feature Rating Comparison

Cloud PBX

Nextiva Business Phone Service
8.2
Zendesk Talk
Hosted PBX
Nextiva Business Phone Service
8.1
Zendesk Talk
Multi-level Interactive Voice Response (IVR)
Nextiva Business Phone Service
8.8
Zendesk Talk
User templates
Nextiva Business Phone Service
7.4
Zendesk Talk
Call reports
Nextiva Business Phone Service
8.8
Zendesk Talk
Directory of employee names
Nextiva Business Phone Service
7.7
Zendesk Talk

Call Management

Nextiva Business Phone Service
8.2
Zendesk Talk
Answering rules
Nextiva Business Phone Service
8.2
Zendesk Talk
Call recording
Nextiva Business Phone Service
9.1
Zendesk Talk
Call park
Nextiva Business Phone Service
7.9
Zendesk Talk
Call screening
Nextiva Business Phone Service
8.2
Zendesk Talk
Message alerts
Nextiva Business Phone Service
7.6
Zendesk Talk

VoIP system collaboration

Nextiva Business Phone Service
7.5
Zendesk Talk
Video conferencing
Nextiva Business Phone Service
7.1
Zendesk Talk
Audio conferencing
Nextiva Business Phone Service
7.6
Zendesk Talk
Video screen sharing
Nextiva Business Phone Service
7.6
Zendesk Talk
Instant messaging
Nextiva Business Phone Service
7.6
Zendesk Talk

Mobile apps

Nextiva Business Phone Service
7.4
Zendesk Talk
Mobile app for iOS
Nextiva Business Phone Service
8.2
Zendesk Talk
Mobile app for Android
Nextiva Business Phone Service
6.6
Zendesk Talk

Contact Center Software

Nextiva Business Phone Service
Zendesk Talk
6.7
Agent dashboard
Nextiva Business Phone Service
Zendesk Talk
5.2
Validate callers
Nextiva Business Phone Service
Zendesk Talk
4.1
Outbound response
Nextiva Business Phone Service
Zendesk Talk
4.6
Call forwarding
Nextiva Business Phone Service
Zendesk Talk
8.9
Click-to-call (CTC)
Nextiva Business Phone Service
Zendesk Talk
8.1
Warm transfer
Nextiva Business Phone Service
Zendesk Talk
5.6
Interactive voice response
Nextiva Business Phone Service
Zendesk Talk
5.0
REST APIs
Nextiva Business Phone Service
Zendesk Talk
9.0
Call tracking
Nextiva Business Phone Service
Zendesk Talk
7.9
Multichannel integration
Nextiva Business Phone Service
Zendesk Talk
7.5
CRM software integration
Nextiva Business Phone Service
Zendesk Talk
7.8

Workforce Optimization (WFO)

Nextiva Business Phone Service
Zendesk Talk
6.3
Inbound call routing
Nextiva Business Phone Service
Zendesk Talk
7.2
Omnichannel inbound routing
Nextiva Business Phone Service
Zendesk Talk
9.9
Recording
Nextiva Business Phone Service
Zendesk Talk
9.0
Quality management
Nextiva Business Phone Service
Zendesk Talk
6.5
Call analytics
Nextiva Business Phone Service
Zendesk Talk
4.2
Historical reporting
Nextiva Business Phone Service
Zendesk Talk
5.1
Live reporting
Nextiva Business Phone Service
Zendesk Talk
6.9
Customer surveys
Nextiva Business Phone Service
Zendesk Talk
3.3
Customer interaction analytics
Nextiva Business Phone Service
Zendesk Talk
4.7

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

  • Call transfer should be much easier
  • A group of users can be made to contact or call in between themselves like an Extension system for all the users in the system
  • Text to speech would be awesome
Sohaib Ahmed Khattak - PCI QIR | TrustRadius Reviewer

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

No score
No answers yet
No answers on this topic

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 5.4
Based on 6 answers
During setup and demo, the implementation team gave us like $4 in credits, as if we were going to steal minutes from them. We had to go back and ask for more credits multiple times to complete our setup/proof-of-concept
Vincent Frisina | TrustRadius Reviewer

Alternatives Considered

Nextiva Business Phone Service

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.
Heather Neisen | TrustRadius Reviewer

Zendesk Talk

Zendesk Talk has many of the features as the other phone systems I have used. My only reservation is their lack of focus on a feature that will allow their clients to remain PCI compliant.
Anonymous | TrustRadius Reviewer

Return on Investment

Nextiva Business Phone Service

  • 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.
Scott Scanlon | TrustRadius Reviewer

Zendesk Talk

  • A decrease in employee turnover by 47% due to increased morale from not being bogged down with emails. They feel like they can focus more of their attention on the customer's needs and resolve their issues quicker.
  • Limiting how many people can be in the queue has led to issues with customers getting frustrated with hold times and being harder to save when they are calling in to cancel our services.
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

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

Zendesk Talk Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

Nextiva Business Phone Service
8.6
Zendesk Talk
8.0

Likelihood to Renew

Nextiva Business Phone Service
6.0
Zendesk Talk

Usability

Nextiva Business Phone Service
8.0
Zendesk Talk

Support Rating

Nextiva Business Phone Service
8.7
Zendesk Talk
5.4

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