What users are saying about
8 Ratings
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Score 8.6 out of 100
1 Rating
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Score 8 out of 100

Likelihood to Recommend

Nextiva VoIP 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

Presence Inbound

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.
Axel Alejandro Alcocer Medellin | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

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

Workforce Optimization (WFO)

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

Pros

Nextiva VoIP 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

Presence Inbound

  • Real time reporting
  • Historical Reports
  • Supervisor interface
Axel Alejandro Alcocer Medellin | TrustRadius Reviewer

Cons

Nextiva VoIP 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

Presence Inbound

  • Sound Alerts
  • Detail of who hangs up the call
  • Less expensive support
Axel Alejandro Alcocer Medellin | TrustRadius Reviewer

Likelihood to Renew

Nextiva VoIP Call Center

No score
No answers yet
No answers on this topic

Presence Inbound

Presence Inbound 9.0
Based on 1 answer
Price. Easy to use. Support.
Axel Alejandro Alcocer Medellin | TrustRadius Reviewer

Support Rating

Nextiva VoIP Call Center

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.
Arnie Francisco | TrustRadius Reviewer

Presence Inbound

No score
No answers yet
No answers on this topic

Alternatives Considered

Nextiva VoIP 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

Presence Inbound

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.
Axel Alejandro Alcocer Medellin | TrustRadius Reviewer

Return on Investment

Nextiva VoIP Call Center

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

Presence Inbound

  • 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.
Axel Alejandro Alcocer Medellin | TrustRadius Reviewer

Pricing Details

Nextiva VoIP Call Center

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
  1. per user per month
Additional Pricing Details

Presence Inbound

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

Likelihood to Recommend

Nextiva VoIP Call Center
9.9
Presence Inbound
8.0

Likelihood to Renew

Nextiva VoIP Call Center
Presence Inbound
9.0

Support Rating

Nextiva VoIP Call Center
10.0
Presence Inbound

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