Nextiva is good and has potential to be great!
Anonymous | TrustRadius Reviewer
November 01, 2018

Nextiva is good and has potential to be great!

Score 6 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Nextiva Call Center

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