Nextiva VoIP Call Center

Nextiva VoIP Call Center

About TrustRadius Scoring
Score 8.2 out of 100
Nextiva VoIP Call Center

Overview

Recent Reviews

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Pricing

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Pro

$50

Cloud
per user per month

Enterprise

$100

Cloud
per user per month

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Features Scorecard

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Product Details

What is Nextiva VoIP Call Center?

Nextiva headquartered in Scottsdale, Arizona offers the Nextiva VoIP Call Center solution in two editions, Pro and Enterprise. It also features support for contact centers, allowing clients to manage customer service over multiple channels. Both plans feature unlimited call queues and intelligent call distribution.

Nextiva VoIP Call Center Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationNo

Comparisons

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Frequently Asked Questions

What is Nextiva VoIP Call Center?

Nextiva headquartered in Scottsdale, Arizona offers the Nextiva VoIP Call Center solution in two editions, Pro and Enterprise. It also features support for contact centers, allowing clients to manage customer service over multiple channels. Both plans feature unlimited call queues and intelligent call distribution.

What is Nextiva VoIP Call Center's best feature?

Reviewers rate Validate callers and Historical reporting and Live reporting highest, with a score of 10.

Who uses Nextiva VoIP Call Center?

The most common users of Nextiva VoIP Call Center are from Mid-sized Companies (51-1,000 employees) and the Marketing & Advertising industry.

Reviews and Ratings

 (11)

Ratings

Reviews

(1-4 of 4)
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Fabiana Pareja | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
This software helped us in a great way, with the way we were serving our customers. It has a technical service that helped us in the eventualities that we could have. Its integration with other tools such as social networks, email, calls and messages, ensures that the fluid communication with the client is not lost.
  • The automatic responses in chats, welcome emails and notification emails have simplified the team's tasks, as we have been able to solve problems easily and make customers feel special.
  • Its interface is very interactive and easy to understand for our agents, making their work faster and more efficient.
  • Complaint monitoring is a very important function to know the problems and give prompt response to customers.
  • Sometimes the system does not notify us when there is an incoming call, on hold or an email has arrived.
  • It happened to us only a couple of times, that the system tried to crash and the screen froze. I don't know if it was software or computer problems.
  • There is a slow learning curve to add all the information to the software database.
If you need a software that helps you improve communications with customers in different channels, Nextiva VoIP Call Center is the best, because not only improved communication with each customer helping to solve their situation, but allowed each agent could serve more customers daily in an easy and organized way.
February 23, 2022

Nextiva Is Pretty Solid!

ANTOINE FOREMAN | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
We currently use Nextiva VoIP Call Center as our physical and softphone PBX solution. It works out great for users that are in the office that still prefer a physical phone, as well as remote users that don't have the space for one, so use a softphone instead. There's no difference in sound quality on either, but the softphone is a better cost value for small businesses and remote users. Call recording, internal calling only (ext), international calling, and call center reporting and monitoring are some of the features available for a lesser or additional cost and may require additional software and licenses packages. As an admin, the GUI software is pretty easy to use compared to its predecessor, Momentum. It uses the same Broadsoft system, but place a GUI on top that makes it a breeze to get where you need to go and easier to locate things.
  • Call Recordings.
  • PBX Solution.
  • Remote users phone solution.
  • Call center monitoring and reporting.
  • Admin doesn't have access to do everything and sometimes requires support's help, which could take a while.
  • There's a cost for every little feature, which could deter companies from using it.
  • Needs better response time from support.
Overall I believe Nextiva VoIP Call Center is a solid cloud PBX solution compared to some of the others out there. The cost is similar to most of their competitors but can get pricey depending on all features needed for your companies' operation. Very user-friendly for both basic and admin users with its clean GUI system. The only downside is that even as an admin, some things require support's assistance, and may take a while since their response time isn't the greatest in my opinion.
Arnie Francisco | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Nextiva is currently being used by our Demand Generation department and their phone service helps us reach out to our prospects. Their recording portal is very user friendly as compared to another VOIP provider that we also currently use. But the best part of their overall service is their customer hotline. They are all very friendly and willing to help. And by far, a cheaper cost compared to the other VOIP we have.
  • Accommodating customer hotline.
  • Lower rate.
  • User friendly recording portal.
  • 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.
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.
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.
Score 6 out of 10
Vetted Review
Verified User
Review Source
Nextiva Call Center replaced our previous phone system and we currently use it to host our phone system along with our IVR directory, call recording and user monitoring. It is being used by all departments across our whole organization and assists us with monitoring user availability, call recordings for quality assurance and employee performance overall.
  • 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.
  • The admin portal is cumbersome to use and times out too frequently.
  • The lack of an SMS feature hinders our ability to communicate as effectively as we'd like with our clientele.
  • The click-to-call feature inside of our CRM is finicky and often needs resetting.
Nextiva is well suited for monitoring day-to-day employee performance; it accurately tracks who's signed in and for how long; it shows how many breaks are taken (and the numerous reasons why); it shows how long users stay on "unavailable" and also gives weekly breakdowns to make sure employees are in line with company performance metrics.