Nextiva
Last Updated
Key Takeaways
Generated from the text of customer reviews
Nextiva is a cloud customer experience and business phone solution for sales, support, and administrative departments. It supports companies with high call volumes from the healthcare, retail, and automotive industries. Users laud its easy set-up and administrative control offered. However, navigation of the portal receives the most negative feedback. Recently, Nextiva upgraded XBert, which is their artificial intelligence employee for customer interaction.
Our Verdict
Nextiva is a practical solution for small to medium-sized companies that handle high call volumes. It suits businesses that want to use Artificial Intelligence (AI) for customer communication without substantial IT resources. Its multi-tier pricing model works well for expanding businesses. We recommend it for growing businesses in retail, insurance, and automotive industries.
Overall Rating
Based on 19 users reviews
3.6
Rating Distribution
Positive
68%
Neutral
11%
Negative
21%
Starting Price
$23
per user per month
Nextiva Specifications
- Interactive Voice Response (IVR)
- Call Recording
- Call Monitoring
- Call Reporting And Analytics
What Is Nextiva?
Nextiva provides a unified communications platform that integrates phone calls, text messages, video conferencing, live chats, and social interactions into a single system. It serves the needs of various types of businesses, starting from solo entrepreneurs and ending with companies operating out of different locations. The software also integrates several communication solutions into one platform. It allows users to track customer interactions through a single tool, regardless of the communication channel used initially.
Two key components distinguish Nextiva from other communication platforms. First is XBert, an AI-based employee bot that answers calls, texts, and messages. Second is its drag-and-drop workflow builder that automates routine follow-ups without requiring assistance from engineering teams.
What Is Nextiva Best For?
A functionality that makes Nextiva stand out is its ‘Journey Orchestration’. This feature gathers all customer contact points including voice, chat, SMS, email, and social media into one united timeline. It applies AI algorithms for detecting friction points of the customer’s journey, such as a person who visited the FAQ three times and left the chat. The creation of such journeys happens through a drag-and-drop workflow builder and therefore reduces the need for developer involvement. In this way, Nextiva serves businesses with customers using various contact points.
How Much Does Nextiva Cost?
Nextiva cost starts at $23/user/month for the ‘Core’ plan, which is designed for small businesses. Additional 'Small Businesses’ tiers are as follows:
- Engage - $50/user/month
- Scale - $75/user/month
Enterprise Plans
- Essential - Starting from $75/agent/month
- Professional - Custom Pricing
- Premium - Custom Pricing
The vendor also offers the paid ‘XBert AI Receptionist’ add-on, along with additional add-on features for the Core and Engage plans. A 14-day free trial for the ‘AI Receptionist’ is also offered.
In addition to the base subscription costs, organizations should account for the following potential expenses:
- Contact Center: From $75/agent/month for the Essential plan; Professional and Premium plans require custom pricing
- AI Receptionist (XBert): $99/month for up to 100 AI interactions, with additional interactions charged at $0.99 each
- AI Transcription And Summarization: Approximately $0.01–$0.05/minute, depending on usage and plan
- Implementation And Onboarding: $500–$5,000 for standard deployments; $5,000–$20,000+ for complex enterprise implementations
Users have mixed views on Nextiva’s pricing. Many users praise its affordability and range of features available at this price point, while others feel the overall cost is somewhat high for their specific business needs and setup.
Disclaimer: The pricing is subject to change.
Nextiva Integrations
The software supports integration with multiple systems and platforms, such as:
How Does Nextiva Work?
Here's how you can get started with the software:
- Create an account and choose a plan based on team size and channel needs
- Configure business phone numbers, call routing rules, and auto-attendant menus
- Set up team messaging channels and invite users to the desktop or mobile app
- Connect existing tools like a CRM, helpdesk, or calendar through the integrations marketplace
- Train XBert on business hours, FAQs, and pricing if using the AI receptionist
- Build customer journey workflows using the drag-and-drop builder for routing and follow-ups
- Monitor call quality, response times, and satisfaction scores through reporting dashboards
- Review analytics regularly to adjust staffing, routing rules, or automation as call volume shifts
Who Is Nextiva For?
Nextiva is ideal for a wide range of industries and sectors, including:
- Healthcare
- Real estate
- Retail
- Automotive
- Legal
- Insurance
Nextiva Use Cases
Based on our analysis of user reviews and Nextiva features and current capabilities, we have identified key scenarios where this software is a good fit for growing businesses and service teams:
1. High-Volume Contact Center Handling Too Few Calls Per Agent
A collections company with large outbound teams can struggle when agents spend too much time dialing manually. Cedar Financial needed higher call volumes while keeping teams separated for compliance requirements. Nextiva reports that they consolidated seven vendors into one contact center and added automated outbound dialing. The platform reportedly helped increase agent daily call volumes from 70 to 400 and operational by 40%.
2. Healthcare Team Losing Calls While Patients Wait For Assistance
A healthcare organization can struggle when high call volumes make it difficult to connect patients with the right staff. NEBA needed better tools for managing calls, transfers, and team performance. Nextiva provided skills-based routing, customizable workflows, transcription, and cold routing capabilities. The organization reports that it subsequently improved its answer rate by 20%.
3. Fast-Growing Business Outgrowing Its Phone System
A rapidly expanding company can outgrow communications tools that worked when its operations were much smaller. Canyon Coolers told that when it grew from a garage operation into a business serving 500 brick-and-mortar stores, it needed communications that could scale while remaining reliable and simple to manage. Nextiva provided centralized communications and dependable phone connections for its growing customer base.
4. Global Customer Support Team Managing Millions Of Routine Requests
A large subscription business can face high support costs when millions of customers generate routine service requests. Tata Play reportedly serves more than 19 million subscribers across 14 languages and operates around the clock. Nextiva helped them connect WhatsApp with AI to automate routine customer requests. The company reports that they reduced customer resolution costs by 40% while handling around one million WhatsApp tickets monthly.
5. Multi-Location Brand Struggling To Keep Customer Responses Consistent
A large automotive brand can struggle to manage customer feedback across hundreds of independently operated dealerships. Hyundai needed better visibility into dealer reviews and a more organized way to respond to customers. Nextiva centralized review monitoring, response workflows, and customer insights across its dealership network. Hyundai reported that it subsequently improved customer response time by 98% across 968 dealerships and increased positive reviews by 11%.
Is Nextiva Right For You?
Nextiva is an optimal choice for businesses looking to establish dependable, AI-driven customer communications without having to invest in complicated IT services. It currently powers over 100,000 businesses around the world such as Hyundai, Amazon, DHL, UPS, IKEA, and Taco Bell. The company uses data centers that are ISO/IEC 27001 certified, biometric security measures, round-the-clock network surveillance, and encryption via TLS and SRTP.
Some other measures employed by Nextiva are SOC 2, PCI-DSS, HIPAA with signed BAA compliance, GDPR, and HITRUST. In addition to independent audits and third-party vulnerability scanning, the software ensures efficient uptime through multiple points of presence and geo-redundant architecture.
Need help evaluating Nextiva? Call (661) 384-7070 to discuss your requirements.
Nextiva Features
Workforce Management
Through Nextiva’s workforce management features, contact center managers can predict staffing requirements, create schedules, and monitor agent compliance in real-time. Supervisors can also determine which agents are on, which are off, and where staffing shortages might arise during busy periods.
Video Meetings
The software allows teams to hold video calls with screen sharing and recording all in the same app they use for phone and messaging. No more switching between a client call and an internal huddle with a separate login or tool. Features like recording and screen sharing make it easy to document decisions or take customers through a product without switching platforms.
AI Agents
Nextiva’s ‘Agent Assist’ enables lawyers and attorneys to monitor live calls and texts in real time. It also serves as a reserve for relevant information, possible responses, and options to proceed with the communication process. Plus, inexperienced agents can leverage this feature in their work to identify potential training moments as soon as possible.
Calls And Text Management
Serving as the core of the entire telephone system, the ‘Business Voice’ tool combines inbound and outbound calling capabilities, SMS texting, call routing and auto-attendants. It enables teams to call and text using a business phone number, regardless of the device they use.
Messenger
The software’s ‘Messenger’ tool assists firms in collecting all messages from various platforms, including WhatsApp and Facebook Messenger, into one inbox. It helps agents respond to all messages within one screen, eliminating the need to log into different applications in order to check messages.
Voice Agents
Nextiva’s AI voice agent helps users answer incoming calls, collect information, book appointments, and answer common questions, all without the need for a live agent. When necessary, teams can pass complex or sensitive calls to a live agent, ensuring that calls do not go unanswered during busy periods.
Analytics And Reporting
The platform’s ‘Customer Analytics’ module helps legal teams transform information from calls, chats, and surveys into dashboards. These dashboards empower users to monitor response time, CSAT metrics, and agent performance in all channels. Additionally, the management can identify slow response trends or declining satisfaction before it becomes a larger churn issue. All the information is collected in one centralized location and updated in real time based on each interaction.
Pros And Cons of Nextiva
Pros
Customizable interfaces help teams tailor workflows to their needs
Centralized call routing helps businesses manage multiple locations
Optimal scalability helps businesses expand without switching systems
Good call quality helps teams maintain clearer conversations
Effective management tools help supervisors manage teams efficiently
Cons
Manual WAV uploads for voicemail can make setup more time-consuming
No separate ringtones can make incoming calls harder to distinguish
Server connection issues can delay VoIP phone setup and activation
Nextiva Pricing
Core (For Small Businesses) | Engage (For Small Businesses) | Scale (For Small Businesses) | Essential (For Enterprises) | Professional (For Enterprises) | Premium (For Enterprises) |
|---|---|---|---|---|---|
$23 per user per month | $50 per user per month | $75 per user per month | Starting from $ 75 per agent per month | Custom Pricing | Custom Pricing |
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Disclaimer: The pricing details were last updated on Oct 09, 2026 from the vendor's website. Please contact us for a tailored pricing list.
Nextiva Reviews
Total 19 reviews
3.6
All reviews are from verified customers
Rating Distribution
5
Stars37%
4
Stars32%
3
Stars11%
2
Stars0%
1
Stars21%
Share your experience
Marketing and Advertising, 1-10 employees
More than a year
“Predatory contracts and awful support”
Pros
The app was easy to use and the overall user experience felt solid. Plus most integrations worked properly the first time I set them up.
Cons
I ran into what felt like predatory contracts. There's no way to manage my account or billing from the admin console so I had to call the company to enable the billing section just to view charges. Customer support was awful, seeming designed to block rather than assist when I tried to change or close my account. After more than 20 emails to close it, they still billed my credit card the following month. In my experience, they're just as bad as RingCentral so I'd avoid them.
Rating Distribution
Ease of use
6
Value for money
1
Customer Support
1
Functionality
6
Construction, 11-50 employees
Less than a year
“Genuinely like the messaging feature”
Pros
I genuinely like the messaging feature and how convenient it is to run the Nextiva app on both my desktop and phone.
Cons
Occasionally, call quality drops when I am traveling or away from Wi?Fi, making conversations less clear. Even so, the service is reliable more often than not.
Rating Distribution
Ease of use
9
Value for money
9
Customer Support
8
Functionality
8
Construction, 1-10 employees
More than a year
“Very unreliable connectivity and support”
Pros
VoIP phone service is a strong concept and customizing a phone system is what a growing business needs. However, I don't believe Nextiva is the right solution as I have found other vendors that perform better.
Cons
Unfortunately, I have had very unreliable connectivity with this tool as people often have to repeatedly log in and out of the app. I have spent hours with technical support only for the service to work briefly and then break again about two weeks later. There feels like no real customer support as every time we try to get help, we have to re?enter our verification PIN, company name and owner's name at least three times before speaking to anyone.
Rating Distribution
Ease of use
2
Value for money
2
Customer Support
1
Functionality
4
Frequently Asked Questions
Does Nextiva offer an API?
Yes, it offers an API.
What types of pricing plans does Nextiva offer?
The software offers three small business plans: Core at $23/user/month, Engage at $50/user/month, and Scale at $75/user/month. Enterprise plans start with Essential with price starting at $75/agent/month, with Professional and Premium available on custom quotes. You can request a personalized Nextiva price quote now.
What other apps does Nextiva integrate with?
The platform connects with several tools, including Zendesk, Calendly, Shopify, Oracle NetSuite, and Clover.
What language does Nextiva support?
The Nextiva software is primarily available in English.
Does Nextiva have a mobile application?
Yes, it offers a mobile app for both Android and iOS devices.
What level of support does Nextiva offer?
The platform offers support through a help center, live chat, phone, and email.
Who are the typical users of Nextiva?
Businesses across various industries, including insurance, healthcare, legal, real estate, automotive, and retail, benefit from Nextiva.