Skip to main content
TrustRadius
Nextiva Contact Center

Nextiva Contact Center

Overview

What is Nextiva Contact 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…

Read more
Recent Reviews

Nextiva Call Center Review

10 out of 10
February 12, 2024
Nextiva Contact Center is a useful tool when needing quick answers or submitting tickets for urgent assistance with troubleshooting or …
Continue reading

Perfect VOIP Solution

9 out of 10
February 06, 2024
Incentivized
We use Nextiva VoIP Call Center as a team to route incoming calls and split those up between everyone. It works great splitting that work …
Continue reading
Read all reviews

Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 22 features
  • Call forwarding (29)
    9.2
    92%
  • Historical reporting (30)
    9.2
    92%
  • Validate callers (29)
    9.1
    91%
  • Agent dashboard (30)
    8.8
    88%

Reviewer Pros & Cons

View all pros & cons
TS
Tatum D Stepherson
Call Center Manager
Revive Rx Pharmacy (Pharmaceuticals, 201-500 employees)
JM
Jill Meeker
Insurance Agent
Choice Insurance Agency (Insurance, 51-200 employees)
Return to navigation

Pricing

View all pricing

Essential

$129

Cloud
per month per seat

Professional

$159

Cloud
per month per seat

Premium

$199

Cloud
per month per seat

Entry-level set up fee?

  • Setup fee optional

Offerings

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

Starting price (does not include set up fee)

  • $129 per month per user
Return to navigation

Features

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

9.1
Avg 8.3

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

9.2
Avg 8.3
Return to navigation

Product Details

What is Nextiva Contact Center?

A contact center solution supporting customer experiences. It features:


  • True omni-channel communications.

  • Generative AI capabilities.

  • Dynamic agent scripting that takes repetitive tasks out of agent’s hands.

  • A cloud-based technology stack to simplify operations.

  • Compliance certifications including TCPA, Do Not Call, GDPR, PCI/DSS, HIPAA and HITRUST.

  • REST APIs enabling integrations with a range of other tools.

Nextiva Contact Center Competitors

Nextiva Contact Center Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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 Contact Center starts at $129.

Dialpad Ai Contact Center, Talkdesk, and UJET are common alternatives for Nextiva Contact Center.

Reviewers rate Call tracking highest, with a score of 9.8.

The most common users of Nextiva Contact Center are from Mid-sized Companies (51-1,000 employees).
Return to navigation

Comparisons

View all alternatives
Return to navigation

Reviews and Ratings

(43)

Attribute Ratings

Reviews

(1-1 of 1)
Companies can't remove reviews or game the system. Here's why
March 27, 2020

My Review is the only thing that Matters

Arnie Francisco | TrustRadius Reviewer
Arnie Francisco
CRM Administrator
Change3 Enterprises (Marketing & Advertising, 11-50 employees)
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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.
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.
Nextiva Contact Center Feature Ratings
Contact Center Software (13)
100%
10.0
Agent dashboard
100%
10.0
Validate callers
100%
10.0
Outbound response
100%
10.0
Call forwarding
100%
10.0
Click-to-call (CTC)
100%
10.0
Warm transfer
100%
10.0
Predictive dialing
100%
10.0
Interactive voice response
100%
10.0
REST APIs
100%
10.0
Call scripts
100%
10.0
Call tracking
100%
10.0
Multichannel integration
100%
10.0
CRM software integration
100%
10.0
Workforce Optimization (WFO) (9)
100%
10.0
Inbound call routing
100%
10.0
Omnichannel inbound routing
100%
10.0
Recording
100%
10.0
Quality management
100%
10.0
Call analytics
100%
10.0
Historical reporting
100%
10.0
Live reporting
100%
10.0
Customer surveys
100%
10.0
Customer interaction analytics
100%
10.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
Return on Investment
  • When we had to change half of our team to a different phone provider, we managed to save thousands of dollars per year.
  • And there's not much difference also that we have to learn the system, because everything is out there.
  • Their dashboard is so easy to administer to what our callers may need.
Alternatives Considered
I will focus my evaluation on their VOIP system, and if I compare it to those providers I've used before. Nextiva is so simple and very helpful and the main reason is actually their pricing. If you are a start up business looking for tools to use in your calling efforts, I think this is a good option for you to look into.
Support Rating
10
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.
Other Software Used
Return to navigation