Nextiva VoIP Call Center vs Presence Inbound

Likelihood to Recommend

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.

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Arnie Francisco

CRM Administrator

Change3 EnterprisesMarketing & Advertising, 11-50 employees

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Screen recording and call monitoring are great features and on the other hand, workforce management solutions would be avery nice to have. Also scripting is very easy to use and configuring a campaign script takes only [a few] minutes depending on how complex the script is of course.

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Axel Alejandro Alcocer Medellin

Director de Operaciones

Callcom Contact CenterTelecommunications, 201-500 employees

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Feature Rating Comparison

Nextiva VoIP Call Center

Presence Inbound

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

Nextiva VoIP Call Center

Presence Inbound

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

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.

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Verified User

Account Manager in Other

Construction Company, 51-200 employees

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Real time reporting
Historical Reports
Supervisor interface

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Axel Alejandro Alcocer Medellin

Director de Operaciones

Callcom Contact CenterTelecommunications, 201-500 employees

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Cons

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.

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Arnie Francisco

CRM Administrator

Change3 EnterprisesMarketing & Advertising, 11-50 employees

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Sound Alerts
Detail of who hangs up the call
Less expensive support

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Axel Alejandro Alcocer Medellin

Director de Operaciones

Callcom Contact CenterTelecommunications, 201-500 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

Presence Inbound 9.0

Based on 1 answer

Price. Easy to use. Support.

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Axel Alejandro Alcocer Medellin

Director de Operaciones

Callcom Contact CenterTelecommunications, 201-500 employees

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Support Rating

Nextiva VoIP 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.

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Arnie Francisco

CRM Administrator

Change3 EnterprisesMarketing & Advertising, 11-50 employees

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No score

No answers yet

No answers on this topic

Alternatives Considered

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.

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Verified User

Account Manager in Other

Construction Company, 51-200 employees

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I didn't participate in the acquisition at the beginning but I know some other platforms and after using presence what I like better is the real time reporting, the agent's easy to use interface, the option of sending communications to all of users in a very easy way, the options that supervisors get from their interface and the easy to configure scripting where you can have a campaign configure in minutes.

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Axel Alejandro Alcocer Medellin

Director de Operaciones

Callcom Contact CenterTelecommunications, 201-500 employees

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Return on Investment

Nextiva has increased our employee phone coverage and availability by 27%

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Verified User

Account Manager in Other

Construction Company, 51-200 employees

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Very well, we have gone from having 15 workstations to having 350 in 1 year so far.
In our sales presentations, Presence is one of our major strengths.

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Axel Alejandro Alcocer Medellin

Director de Operaciones

Callcom Contact CenterTelecommunications, 201-500 employees

View all 1 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Nextiva VoIP Call Center Editions & Modules

Edition

Pro	$50¹
Enterprise	$100¹

per user per month

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Presence Inbound Editions & Modules

—

Additional Pricing Details

—

Rating Summary

Nextiva VoIP Call Center

Presence Inbound

Nextiva VoIP Call Center

Presence Inbound

Nextiva VoIP Call Center

Presence Inbound