Founded in 2006, Nextiva is a cloud-based communications provider headquartered in Scottsdale, Arizona. Since signing its first customer in 2008, Nextiva has experienced significant growth, serving over 150,000 businesses worldwide. The company has been recognized for its rapid expansion, featuring on the Deloitte Technology Fast 500 list with a 174% fiscal year revenue growth from 2015 to 2018.
Key Strengths
Reliability and Performance
Nextiva maintains an impressive 99.999% uptime guarantee, translating to virtually no service disruptions for businesses. Their cloud-based infrastructure features geographic redundancy across multiple data centers, ensuring consistent service delivery and business continuity. Call quality is particularly strong, with HD Voice capabilities and real-time monitoring tools like Mean Opinion Score (MOS) that help businesses maintain call clarity.
Scalability
The cloud-based infrastructure ensures seamless scalability, allowing businesses to easily add or remove users as needed. This flexibility is particularly beneficial for growing companies or those with fluctuating staffing needs.
Customer Support Quality
Nextiva is renowned for its exceptional customer service, offering 24/7 support via phone, email, and live chat. The company’s commitment to “Amazing Service” ensures that clients receive prompt and effective assistance, contributing to high customer satisfaction rates. Many users commend Nextiva’s 24/7 customer service, highlighting the responsiveness and helpfulness of the support team.
Security and Compliance
Nextiva provides enterprise-grade protection with AES-256 encryption for data both in transit and at rest. Access controls include two-factor authentication and role-based permissions. The company complies with major regulatory frameworks including HIPAA (with full support for PHI handling and Business Associate Agreements), GDPR, and PCI-DSS. Security certifications include SOC 2 and HITRUST, with all data hosted in SSAE 16-certified data centers.
Feature-Rich Platform
Nextiva offers a comprehensive set of features including:
- VoIP Calling: High-quality voice calls over the internet
- Video Conferencing: Facilitates virtual meetings
- Team Messaging: Enhances internal communication
- CRM Integration: Streamlines customer relationship management
- Auto-Attendant: Automates call routing
- Call Analytics: Provides insights into call performance and usage
Integration Capabilities
Nextiva’s platform seamlessly integrates with various business tools, including Microsoft Teams, Salesforce, HubSpot, and Google Workspace. This interoperability allows businesses to maintain existing workflows while enhancing communication capabilities.
Key Weaknesses
Pricing Complexity and Hidden Costs
While Nextiva offers a range of pricing plans, some users have expressed concerns about the complexity of the pricing structure and potential hidden costs. Certain advanced features like AI-powered transcription and skill-based routing are only available in higher-tier plans or as add-ons, which can lead to unexpected expenses. Additionally, the entry-level Digital plan lacks voice calling capabilities, necessitating an upgrade for businesses requiring comprehensive communication solutions.
Limited Features in Lower-Tier Plans
The more affordable plans, such as the Digital and Core tiers, may not include essential features that some businesses consider standard. For example, integrations with popular CRM systems and advanced analytics tools are often reserved for higher-tier plans, potentially limiting the functionality for businesses on a budget.
Mobile App Performance Issues
Several users have reported challenges with Nextiva’s mobile applications. Common complaints include glitches, crashes, and a less intuitive user interface compared to the desktop version. These issues can hinder on-the-go communication and affect overall user satisfaction.
Pricing Plans
Small Business Plans
Nextiva offers a variety of pricing plans:
| Plan | Monthly Price (Per User) | Annual Price (Per User) | Key Features |
|---|---|---|---|
| Digital | $25 | $20 | Omnichannel digital engagement, social media monitoring, messaging apps, review management |
| Core | $36 | $30 | Includes Digital features plus voice calling, SMS, video meetings, call routing, virtual receptionist |
| Engage | $50 | $40 | Adds live chat, chatbots, team messaging, MS Teams integration, advanced reporting |
| Power Suite | $75 | $60 | Comprehensive solution with high-volume call management, on-hold experience customization |
Prices are per user per month. Annual pricing reflects a discount for long-term contracts.
Enterprise Solutions
For larger organizations, Nextiva offers enterprise-level plans with features such as:
- Advanced customer experience management tools
- AI-powered analytics
- Intelligent omnichannel routing
- Built-in CRM integration
Pricing for enterprise solutions is customized based on specific business requirements and typically starts at $129 per agent per month.
Additional Costs and Discounts
- Hardware: VoIP phones and equipment range from $90 to $379, depending on the model and features.
- Contracts: Discounts are available for 12, 24, or 36-month contracts, providing up to 20% savings compared to monthly billing.
- Add-ons: Certain features, such as integrations with third-party applications, may incur additional costs or are available only in higher-tier plans.
Competitive Analysis
| Provider | Starting Price (Per User/Month) | Notable Features |
|---|---|---|
| Nextiva | $20 | Unified communications, CRM integration, AI analytics |
| RingCentral | $19.99 | Extensive integrations, video conferencing, team messaging |
| 8×8 | $24 | Global reach, video conferencing for up to 500 participants, advanced call management |
| Vonage | $19.99 | Flexible plans, customizable features, strong mobile support |
Additional comparison of key features
| Feature / Provider | Nextiva | RingCentral | 8×8 | Vonage |
|---|---|---|---|---|
| Uptime Guarantee | 99.999% | 99.999% | 99.99% | 99.99% |
| CRM Integration | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes |
| Voicemail to Email | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes |
| AI Features | ✅ Limited | ✅ Advanced | ✅ Advanced | ❌ Limited |
| HIPAA Compliance | ✅ Yes | ✅ Yes | ✅ Yes | ❌ No |
| 24/7 Support | ✅ Yes | ✅ Yes | ✅ Yes | ✅ Yes |
Best Suited For
Nextiva is particularly well-suited for:
- Small and Medium-Sized Businesses (SMBs): Seeking a feature-rich platform without enterprise-level complexity or costs.
- Healthcare Providers and Legal Firms: That require HIPAA-compliant, secure communication.
- Customer Support Teams: Needing scalable contact center features and analytics.
- Remote and Distributed Teams: Relying on unified tools like voice, chat, and video in one dashboard.
- Startups: Looking for a scalable VoIP system that can grow with their business.
Industries that benefit most include healthcare, finance, professional services, education, and e-commerce.
Customer Feedback Summary
Positive Feedback
- Customer Support: Many users commend Nextiva’s 24/7 customer service, highlighting the responsiveness and helpfulness of the support team.
- Feature-Rich Platform: Users appreciate the comprehensive suite of communication tools, including VoIP, video conferencing, and CRM integrations, which enhance business operations.
- Reliability: The platform is noted for its consistent uptime and dependable service, crucial for business continuity.
Negative Feedback
- Mobile Application Issues: Some users report difficulties with the mobile app, citing glitches and a less intuitive interface compared to the desktop version.
- Pricing Concerns: A few customers feel that certain essential features are locked behind higher-tier plans, making the service less cost-effective for smaller businesses.
- Contractual Terms: There are complaints regarding the clarity of contract terms, particularly around auto-renewal clauses, leading to unexpected charges.
Conclusion
Nextiva offers a robust, reliable VoIP solution with impressive uptime guarantees, strong security features, and excellent customer support. The platform provides a comprehensive suite of communication tools that can significantly enhance business operations for companies of various sizes.
However, potential customers should carefully consider the pricing structure and be mindful of potential additional costs for advanced features. Those requiring mobile functionality should also be aware of the reported issues with the mobile application.
Overall, Nextiva is an excellent choice for businesses seeking a scalable, feature-rich communication solution with strong security compliance, particularly for industries with specific regulatory requirements like healthcare and finance.