What users are saying about
8 Ratings
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Score 8.4 out of 100
5 Ratings
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Score 8.2 out of 100

Likelihood to Recommend

Nextiva Call Center

Their system is suited when the nature of your business requires to make outbound calls to a lot of businesses or offices or even consumers. If you are looking to start a homebased project especially in our situation right now (pandemic), I strongly suggest using Nextiva as your service provider. Again, I don't think there's a perfect CRM solution that will match exactly how you operate your business but this is close to perfection and also good to your budget.
Arnie Francisco | TrustRadius Reviewer

Twilio Flex

Contact centers. Not suited well for basic Uc users.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Nextiva Call Center
10.0
Twilio Flex
8.0
Agent dashboard
Nextiva Call Center
10.0
Twilio Flex
8.0
Validate callers
Nextiva Call Center
10.0
Twilio Flex
8.0
Outbound response
Nextiva Call Center
10.0
Twilio Flex
8.0
Call forwarding
Nextiva Call Center
10.0
Twilio Flex
8.0
Click-to-call (CTC)
Nextiva Call Center
10.0
Twilio Flex
Warm transfer
Nextiva Call Center
10.0
Twilio Flex
8.0
Predictive dialing
Nextiva Call Center
10.0
Twilio Flex
Interactive voice response
Nextiva Call Center
10.0
Twilio Flex
8.0
REST APIs
Nextiva Call Center
10.0
Twilio Flex
8.0
Call scripts
Nextiva Call Center
10.0
Twilio Flex
8.0
Call tracking
Nextiva Call Center
10.0
Twilio Flex
8.0
Multichannel integration
Nextiva Call Center
10.0
Twilio Flex
8.0
CRM software integration
Nextiva Call Center
10.0
Twilio Flex
8.0

Workforce Optimization (WFO)

Nextiva Call Center
10.0
Twilio Flex
Inbound call routing
Nextiva Call Center
10.0
Twilio Flex
Omnichannel inbound routing
Nextiva Call Center
10.0
Twilio Flex
Recording
Nextiva Call Center
10.0
Twilio Flex
Quality management
Nextiva Call Center
10.0
Twilio Flex
Call analytics
Nextiva Call Center
10.0
Twilio Flex
Historical reporting
Nextiva Call Center
10.0
Twilio Flex
Live reporting
Nextiva Call Center
10.0
Twilio Flex
Customer surveys
Nextiva Call Center
10.0
Twilio Flex
Customer interaction analytics
Nextiva Call Center
10.0
Twilio Flex

Pros

Nextiva Call Center

  • Call recordings are crystal clear
  • Voice messages with transcriptions have increased our response rate and the time it takes to clear out messages
  • User tracking helps us accurately measure availability and overall weekly performance.
Anonymous | TrustRadius Reviewer

Twilio Flex

  • Customizable.
  • Great interface.
  • Integrations.
Anonymous | TrustRadius Reviewer

Cons

Nextiva Call Center

  • Whenever you log in to their recording portal, it always takes a while before it loads up to their default page. I'm not quite sure if this is because of the volume of recorded calls or something else.
  • In their recording portal, sometimes you thought the call was not recorded but only to find out that you would sometimes need to add a plus sign and 1 in the beginning of the 10 digit phone number where normally you wouldn't need it.
  • When you download a recording, I would've wanted to see the recording file downloaded and not a zip folder that I have to still extract the recording file from. I know it is possible to just download the file because that's what I appreciate in downloading a recording to a competitor CMV.
Arnie Francisco | TrustRadius Reviewer

Twilio Flex

  • Basic in nature.
  • Isn’t one “knock your socks off” feature.
Anonymous | TrustRadius Reviewer

Support Rating

Nextiva Call Center

Nextiva Call Center 10.0
Based on 1 answer
They are very nice, friendly and you can really feel their willingness to help. They are proactive in finding out potential issue and they sometimes extend their service by calling me and making sure I'm still happy with the service. They have Live Chat support, email, and hotline that you can use to connect to them.
Arnie Francisco | TrustRadius Reviewer

Twilio Flex

Twilio Flex 1.0
Based on 1 answer
I don’t use Twillio support specifically
Anonymous | TrustRadius Reviewer

Alternatives Considered

Nextiva Call Center

Nextiva is pretty much evenly matched against RingCentral and their phone system; the call quality and voice mail transcription are on par. However, Nextiva's admin portal is more cumbersome to use by comparison and the lack of an SMS feature is a definite drawback considering the communication habits of most people in 2018.
Anonymous | TrustRadius Reviewer

Twilio Flex

It’s more basic but has some great flexibility.
Anonymous | TrustRadius Reviewer

Return on Investment

Nextiva Call Center

  • Nextiva has increased our employee phone coverage and availability by 27%
Anonymous | TrustRadius Reviewer

Twilio Flex

  • The customer gets to assigned an agent quicker.
Anonymous | TrustRadius Reviewer

Pricing Details

Nextiva Call Center

General

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

Twilio Flex

General

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

Rating Summary

Likelihood to Recommend

Nextiva Call Center
9.4
Twilio Flex
8.0

Support Rating

Nextiva Call Center
10.0
Twilio Flex
1.0

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