Nextiva Contact Center Reviews

Pros

From the first conversations about our business needs and use cases with the Sales and Account Management team, all the way through implementation and ongoing support, we've been genuinely impressed by both the product and the way it performs. Their support has been outstanding and they turned the evaluation, selection and rollout process into a rewarding experience that still holds up today.

Cons

Only downside is that we didn't discover Nextiva sooner and make the switch earlier.

Pros

Right away, the interface feels very user friendly. No matter how comfortable someone is with technology, it's simple to navigate and use without much trouble.

Cons

Every now and then, the call pop doesn't work the way it should and that leaves me with a missed call notification.

Pros

This is really simple to use and it does a really good job routing calls where they need to go. Because of that, we don't have to stress about missing customer calls.

Cons

One thing I'd love to see is the option to set working hours for each individual agent since right now I can still end up getting calls after my shift is over.

Pros

Using it from my laptop or desktop still feels just like talking on a real phone which makes the whole experience very natural.

Cons

It does depend on having a very strong internet connection and that can be difficult sometimes where we are in Peru.

Pros

Having all of our contacts in one shared, accessible place has made day to day work a lot simpler. Managing contacts this way keeps things organized and helps prevent connections from slipping through the cracks which is something any business can appreciate.

Cons

Up to this point, I haven't run into any features I dislike and even the ones I don't use right away usually end up being useful in some way.

Pros

Working with the support team has honestly been a pleasure. Out of all the third party vendors our company deals with, they've been the most responsive, patient and understanding by far. Whenever I reach out for help, the issue usually gets resolved on the first try which says a lot about how experienced and knowledgeable they are. They're also consistently accommodating which makes the whole support experience even better.

Cons

Nextiva's portal isn't the worst admin interface I've used but it can definitely be confusing when you're trying to track down where a phone number or extension is located. Instead of having a clear path, you often have to dig through multiple sections manually and bounce between areas like "auto attendant," "call groups," "call center locations," and "users." It ends up taking longer than it really should.

Pros

One thing I've really appreciated with this platform is how responsive the customer support team is. They reply quickly and do a solid job of helping customers without unnecessary delays.

Cons

The biggest downside has been the amount of time maintenance can take. It tends to be a bit longer than expected when those tasks need to be performed.

Pros

Even when we're already on another call or tied up in a meeting, this helps make sure we don't miss chances to connect with people.

Cons

Honestly, I can't think of any downsides with this service right now. It's been an excellent option for us.

Pros

Getting into the system is pretty easy and the desktop interface looks clean and pleasant. It feels very user friendly overall.

Cons

Calls drop much too often which is frustrating. I also regularly lose audio when making outbound calls.

Pros

Nextiva's VoIP contact center gives businesses a simple way to stay connected with customers which has been a big plus.

Cons

I can't think of anything I dislike about it.

Pros

Advanced call routing has made a big difference in how customer interactions are handled. The detailed analytics offer useful insights that help with planning and decision making and the CRM integration works really well to keep communication more organized and efficient.

Cons

The interface can feel a bit complicated when you're just getting started. The mobile app is missing a few features that are available on the desktop version and the customization for call flows and IVR still feels somewhat limited compared to what it could be.

Pros

One thing that really stands out is how consistent the call quality has been. Dropped calls and garbled audio hardly ever happen and the voice quality stays dependable all the time. The customer service team has also been knowledgeable, friendly and fast to respond. On top of that, the desktop and mobile apps work together in a very user friendly way so staff need very little training or support to get started.

Cons

One feature I'd really like to see is the ability to block calls globally from the admin web portal, rather than having to send in a support request.

Pros

The automated attendant routes call flow across multiple groups really well and that setup has been a strong fit for our team.

Cons

A few additional reporting options would be helpful but aside from that it has worked well for our company.

Pros

Something that really helps our company is how the IVR takes care of most of the cold calls. Because of that, employees can stay more focused on their daily responsibilities instead of constantly getting interrupted.

Cons

Mobile app is frustrating because missed call notifications stay on your phone permanently and there's no way to clear them out. Another problem is that when the system goes down, you can't access reports for incoming calls during that downtime. On top of that, the desktop app tends to glitch about every other week so you have to be ready to uninstall and reinstall it again.

Pros

With more than 100 agents and two businesses to manage, this has been really helpful for directing calls to the right agent or department. It keeps our office organized and makes sure calls are handled by the appropriate team.

Cons

There's definitely a bit of a learning curve at the beginning but the support team is excellent and helps a lot.

Pros

Using this tool day to day feels very simple and it works efficiently for us in our regular workflow.

Cons

At times it can be a bit slow but it's never been anything the troubleshooting team couldn't resolve.

Pros

Getting the system up and running was uncomplicated and using it day to day feels very user friendly.

Cons

Only downside is the usual learning curve that comes with getting familiar with any new system.

Pros

The platform is easy to navigate and the customer service team is warm and helpful.

Cons

The system has been excellent overall and whenever I've needed support, they've consistently been there to help. I don't have anything negative to mention about it.

Pros

Even employees who aren't very tech savvy have been able to use it without much trouble. It also costs less than our previous service, while giving us more advanced features.

Cons

Adding licenses for new users still requires calling customer support. I'd really prefer having the option to handle that directly through the portal.

Pros

Connecting our Colombia and USA offices through this platform has made a noticeable difference in how well we work together. The app stays reliable in both locations so our teams can communicate without delays, lag or random interruptions. Having that kind of consistency across countries has really helped boost collaboration, productivity and overall teamwork.

Cons

A general downside with some VoIP call center platforms is that customization can feel a bit restricted especially when it comes to call flows, automated replies and scripts. That can be frustrating for companies that depend on very specific processes or operate in industries with specialized communication needs. This platform has similar limits around customization and that would definitely be an area where it could improve for businesses with more unique requirements.