Key Takeaways
- Nextiva has been in the business for almost two decades and has helped giants like IKEA and DHL.
- The world-class VoIP services make them an ideal choice for brands looking to enhance their phone service.
- With 99.999% uptime, you’re always ready to help your customers.
- Brands of all sizes, from SMBs to large enterprises, can use Nextiva’s pricing plans. The starting plan is available for just $25, while the higher-tier options can go up to $199.
Here’s What’s Inside This Guide…
About Nextiva
Nextiva’s a big name among the Customer Experience Management (CXM) platforms, and for good reason. Founded in 2006 during the dot-com boom, this Scottsdale, Arizona-based company provides VoIP services to over 1 million users. Notable clients include well-known brands such as IKEA, DHL, and the YMCA.
No matter if you’re a startup handling texts or a contact center juggling thousands of calls, Nextiva’s got your back. They boast 99.999% uptime, so dropped calls are rare. Plus, their 24/7 US-based support is a lifesaver when you’re stuck.
From SMBs to large enterprises, Nextiva caters to all with its versatile pricing plans, including basic digital tools, top-notch analytics, AI, and more. If you want reliable communication without the hassle, Nextiva’s worth a look.
Nextiva Plans And Pricing: A Detailed Overview
Plan |
Monthly Cost/User |
Annual Cost/User |
Key Features |
Small Business: Digital |
$25 | $20 | Competitive Monitoring
Messaging Apps Social Media Channels Review Management Digital Service Help Desk |
Small Business: Core |
$36 | $30 | Inbound & Outbound Voice
Business SMS Video Meetings Screenshare And File Share Call Routing |
Small Business: Engage |
$50 | $40 | Customer-To-Team SMS Messaging
Toll-Free Number And Minutes Advanced Reporting MS Teams Integration Web Chat: Live And Bot |
Small Business: Power Suite |
$75 | $60 | Inbound Sales And Service Call Center
Priority And Skills-Based Routing Unified Team Interface Supervisor Dashboard ACD Callback |
Enterprise: Essential |
$129 | – | Powerful Inbound/Outbound Channels
Full Workflow Engine For Journey Orchestration Best-In-Class Workflow Automation And APIs Transcription And Summarization Customizable, Intelligent, And Skills-Based Routing |
Enterprise: Professional |
$159 | – | Full Customer Journey Context And History
Omnichannel Support Advanced AI Bots To Guide Journeys Real-Time Supervisor Support Secure Payment Agent Assists |
Enterprise: Premium |
$199 | – | Full Workforce Management (WFM)
Optimized Workflows For Interaction Deflection CX Analytics For All Business Functions |
Small Business: Digital
- Monthly: $25/month/user
- Annually: $20/month/user
- Features: Competitive monitoring, messaging apps, social media channels, review management, digital service help desk, and more.
Small Business: Core
- Monthly: $36/month/user
- Annually: $30/month/user
- Features: This plan includes all the Digital plan’s features, plus competitive monitoring, messaging apps, social media channels, review management, digital service help desk, and more.
Small Business: Engage
- Monthly: $50/month/user
- Annually: $40/month/user
- Features: This plan includes all the Core plan’s features, plus customer-to-team SMS messaging, toll-free number and minutes, advanced reporting, MS Teams integration, web chat via Live and bot, and more.
Small Business: Power Suite
- Monthly: $75/month/user
- Annually: $60/month/user
- Features: This plan includes all the Engage plan’s features, plus inbound sales and service call center, priority and skills-based routing, unified team interface, supervisor dashboard, ACD callback, and more.
Enterprise: Essential
- Monthly: $129/month/agent
- Features: Powerful inbound/outbound channels, full workflow engine for journey orchestration, best-in-class workflow automation and APIs, transcription and summarization, and customizable intelligent and skills-based routing.
Enterprise: Professional
- Monthly: $159/month/agent
- Features: This plan includes all the Essential plan’s features, plus full customer journey context and history, omnichannel support, advanced AI bots to guide journeys, real-time supervisor support, secure payment agent assist, and more.
Enterprise: Premium
- Monthly: $199/month/agent
- Features: This plan includes all the Professional plan’s features, plus full workforce management (WFM), optimized workflows for interaction deflection, CX analytics for all business functions, and more.
Nextiva Pricing Comparison For Small Business
Even if you’re a newly started startup looking to uplift the customer experience, there are multiple plans suitable for different needs and budgets. Let’s compare the Nextiva pricing plans.
Small Business Digital Plan: $25/user/month ($20/user/month annually)
Best For
Startups or eCommerce shops with a limited budget focusing on digital channels, not phones.
Nextiva Digital Plan Features:
This entry-level plan is all about digital communication.
CX Channels
- Use social media tools like WhatsApp, Instagram, Facebook, etc., for support and selling.
- Route emails to a single group inbox. Assign and prioritize tasks with automatic ticketing.
- Maximize social media to grow your business. You’ll get two accounts in this plan.
Reputation Management
- Monitor reviews on Google Reviews, Yelp, and TripAdvisor.
- Set alerts on important comments to handle them instantly.
- Keep track of your competitors’ activity on social media.
Unified Digital Inbox
- One dashboard for easy monitoring to make informed decisions.
- Get day-to-day operation reports for better progress.
- Route all conversations to a single inbox, including email, webchat, messengers, SMS, social media, and review sites.
Customer Support
- Access customer support day and night through phone, webchat, and email.
- Professional implementations by the Service Delivery team (requires additional fee).
Security
- Basic encryption and secure data storage.
- Geo redundancy, SOC2 compliance, and ISO/IEC 27001 are used to ensure that customer data is safe.
Integrations
- Manage your social media presence on two different platforms.
- Route your Apple App Store and Google Play Store reviews and respond to them from a single inbox.
- Track and respond to your eCommerce reviews (Google Store, Amazon) from a single inbox.
Small Business Core Plan: $36/user/month ($30/user/month annually)
Best For
Small call centers or teams needing voice and digital channels.
The Nextiva Core Plan includes all Digital features plus:
CX Channels
- Unlimited voice calling within the U.S. or Canada.
- Send 100 SMS text messages through your business phone number using the desktop or NextivaONE mobile app.
- Social and review management for three different platforms.
Customer Experience
- Customer video meetings and screensharing for easy communication.
- Group email mailbox for three accounts.
AI And Workflow Automation
- Route all the calls professionally with Smart Call Routing that uses IVR technology.
- AI voicemail transcriptions so you can track your voicemails better within the Nextiva app on your desktop or mobile.
User Access
- Route your email, webchat, messengers, SMS, and social media and review site conversations to one single inbox.
- Use the Nextiva app on your desktop to call, text, team chat, video meet, and manage contacts.
- Connect with your contacts through call, text, and chat via the Nextiva mobile app.
Security
- Basic encryption and secure data storage.
- Geo redundancy, SOC2 compliance, and ISO/IEC 27001 to ensure that customer data is safe.
Productivity
- Unlimited business calls, audio conferencing, and video meetings.
- Chat with your team in real time with group chat rooms.
- Built-in contact management to keep track of your contacts and manage them.
Integrations
- Integrate with Microsoft 365 and Google accounts to access your calendar and contacts within the Nextiva app.
- Single Sign-On integration and Active Directory sync.
- Three accounts for social media, eCommerce reviews, app store reviews, and online reviews.
Small Business Engage Plan: $50/user/month ($40/user/month annually)
Best For
Growing sales or support teams handling higher customer volumes.
The Nextiva Engage Plan includes all Core features plus:
CX Channels
- Inbound/outbound voice with live chat and chatbot support.
- 250 SMS per user per month.
- Digital fax using the Nextiva vFAX Portal with an email address of your choice.
Customer Experience
- A universal, non-local, toll-free number with 2000 minutes.
- Customer-to-team SMS messaging is used to manage sales/services requests easily.
- Ten accounts for the group email inbox.
AI And Workflow Automation
- Route all the calls professionally with Smart Call Routing that uses IVR technology.
- AI voicemail transcriptions so you can track your voicemails better within the Nextiva app on your desktop or mobile.
Security
- Basic encryption and secure data storage.
- Geo redundancy, SOC2 compliance, and ISO/IEC 27001 to ensure the customer data is safe.
Productivity
- Record your voice calls or video meetings.
Analytics
- Voice analytics with historical and real-time data to analyze call trends and make better decisions.
- 10 reporting templates and shareable reports.
- Comprehensive dashboards for reporting.
Integrations
- Microsoft Teams integration for a premium voice calling experience.
- Ten accounts for social media, eCommerce reviews, app store reviews, and online reviews.
Small Business Power Suite Plan: $65/user/month ($20/user/month annually)
Best For
Advanced teams need enterprise voice and social media tools without enterprise costs.
The Nextiva Power Suite includes all Engage features plus:
CX Channels
- Unlimited SMS per user per month.
- 30 accounts for social and review management.
AI And Workflow Automation
- Route calls to the appropriate agents based on demographics, language, affinity, hard skills, and other factors.
- An inbound sales and service call center to manage high-volume inbound calls and routing.
Analytics
- Unlimited voice analytics and reporting.
Integrations
- Unlimited accounts for social media, eCommerce reviews, app store reviews, and online reviews.
Top Nextiva Small Business Features
Though the tool is loaded with many helpful features, some of the best ones are mentioned below.
Voice Calling
Nextiva’s VoIP calls are exceptionally clear. Unlimited calling within the U.S. and Canada keeps costs low. Auto attendants and call routines add a professional touch, and with 99.999% uptime, dropped calls are a thing of the past.
Social Media Management
Handle Facebook, WhatsApp, and other social media conversations from one inbox. You can also reply to DMs and comments without app-hopping. It’s a time-saver for busy teams and keeps customers happy across platforms.
Reputation Management
Track Google and Yelp reviews in one spot. Respond to feedback fast and send review requests via SMS. This is an easy way to boost your online presence.
Team Collaboration And Productivity Tools
Team chat, video calls, and file sharing keep everyone looped in. You can also integrate with Microsoft Teams to cut email clutter. It’s an opportunity to work smarter, wherever your crew is.
Nextiva’s Pros And Cons
The plethora of helpful features definitely brings some great benefits. But since nothing’s perfect, Nextiva has some cons as well. Here’s a quick look at them.
Pros
24/7 Support
Setting up and configuring Nextiva may require some technical know-how. Getting stuck anywhere in the process can disrupt your operations and hurt productivity. However, the platform’s 24/7 support saves the day here. Connect with them anytime, and experts will provide a solution to your problem.
User-Friendly Interface
CXM tools are comprehensive and often require a steep learning curve. Nextiva’s user-friendly interface solves this issue, though. The tool is easy to use, so you don’t need to spend hours training your reps on how to get the most out of it.
High Call Quality And Reliability
Calls are clear, with no static. Plus, Nextiva’s 99.999% uptime means you’re always connected. We assure you that your customers will notice the difference.
Multichannel Management
Manage calls, texts, and social media in one spot—no app-switching. It keeps your team sharp and your customers happy.
Cons
Extra Features Have Extra Costs
Want AI or analytics? You have to pay extra. Add-ons can pile up, which isn’t ideal for tight budgets.
Limited Scalability
The tool is great for small teams, but big firms may outgrow it. Nextiva may not meet big enterprise needs.
Mobile App Issues
The app appears to have glitches, such as slow notifications and a clunky design. This might be a serious problem for remote teams.
High Volume Of Spam Calls
Spam calls can sneak through. You can use blocking tools, but those need extra work and are a hassle.
Nextiva Pricing Comparison For Enterprises
The platform offers many features for large-scale enterprises. Here’s a Nextiva cost comparison and features.
Enterprise Essential Plan (From $129/agent/month)
Best For
Large contact centers that need solid communication tools on a budget.
Nextiva Enterprise Essential Plan Features:
CX Channels
- Single channel (voice or digital) for customer communication.
Customer Journey Management
- IVR support, enhanced routing, and voice bot-to-agent hand-off for an easy customer journey.
- Drag-and-drop interface to save time on complex tasks.
Marketing Tools
- Quarterback, progressive, predictive dialing.
- List and campaign management and process automation.
- AI for taking call notes.
Analytics And Reporting
- Voice and digital customer surveys.
- Real-time dashboards and reporting.
Enterprise Professional Plan (From $159/agent/month)
Best For
Businesses that want omnichannel support and tighter control.
Includes all Essential features plus:
CX Channels
- Omnichannel communication with voice, SMS, chat, email, social, messaging, and webform support.
Performance Monitoring And QM
- Real-time supervisor support to monitor both voice and digital interactions.
- Single-screen recording and advanced bots.
Customer Journey Management
- Complete customer journey history to reduce time-to-resolution.
Security
- Secure payment agent assist (PCI-DSS) with a built-in AI bot.
- Geographic disaster recovery.
Enterprise Premium Plan (From $199/agent/month)
Best For
Enterprises that need advanced analytics and workforce efficiency.
Includes all Professional features plus:
WFM
Advanced CX Analytics
- Rich analytics dashboards offering in-depth analysis of agents, campaigns, and queues.
- Integration with BI tools for advanced analytics.
Top Nextiva Enterprise Features
Nextiva’s enterprise tools are built to handle big operations. Let’s see what makes them shine.
Nextiva AI
Nextiva AI is your intelligent assistant that transcribes calls, understands customer emotions, and identifies high-priority leads. It can automate call routing and follow-ups to help you save time. For those juggling multiple responsibilities and looking to increase efficiency, Nextiva AI is a valuable tool.
Outbound Auto-Dialing
Auto-dialers handle outbound calling efficiently. With predictive mode, they can dial several numbers at once and only connect to live answers, so your team can focus on real conversations. Plus, the progressive and preview options give agents a chance to get ready for those personal touch calls. It’s truly a game-changer for sales teams.
Conversational Analytics
Conversational analytics digs into every chat, call, and text. AI spots trends, sentiment, and agent performance. Real-time dashboards help you tweak scripts or boost satisfaction.
Nextiva WEM
Nextiva’s Workforce Engagement Management keeps teams efficient. It schedules agents, monitors calls in real time, and gamifies performance through leaderboards. Its quality scoring and surveys guarantee excellent service, too. It’s essential for large teams.
Nextiva Enterprise Pros And Cons
Along with the pricing plan’s advantages come some disadvantages. Let’s see them.
Pros
Handling Basic Tasks
The built-in AI does the basic job well, and it can handle tasks like call assessment, predictive analytics, and more.
Simple Interface
The drag-and-drop interface makes complex tasks easier and saves time.
Central Hub
It provides one central point for all customer communication. This eliminates silos and improves personalization.
Importing And Exporting Data
REST APIs make getting data in and out of the platform easy.
Cons
Price
This Nextiva pricing plan can be steeper for low-budget companies despite being flexible.
Analytics Limitations
Advanced CX Analytics are limited to the flagship plan.
Lengthy Implementation Process
Correct implementation may take a while for large teams.
Add-On Costs
AI transcriptions cost outside the plan based on usage, which can eventually increase Nextiva’s cost.
Nextiva Small Business Vs. Enterprise: Which One Should You Choose?
Choosing between Nextiva’s small business and enterprise plans depends on your team’s size and needs. Starting at $20/month, small business plans are perfect for startups or teams under 50. They offer voice, SMS, and social media tools with easy setup. Now, if you need advanced AI or analytics, then Enterprise plans, from $129/month, are perfect for large contact centers. They include auto-dialers, workforce management, and deep CX insights. In short, small businesses get affordability and simplicity; enterprises get power and scale. Pick a pricing plan aimed for small businesses if you want quick results, and a plan for enterprises if you handle high-volume, complex operations. Before deciding, check your growth goals.
Frequently Asked Questions
Let’s address some common questions around Nextiva to understand the tool better.
Most VoIP-compatible phones from various brands, such as Yealink, Cisco, Poly, and Nextiva itself, are compatible with Nextiva. Additionally, Nextiva can seamlessly convert your existing systems without any hassle. Furthermore, the NextivaONE app simplifies collaboration, making it as easy as using your desk phone.
The call recording feature is not supported in the Digital plan. However, it is available as an add-on for the Core plan. Therefore, you need at least the Engage plan or a higher option to record calls.
Yes. Nextiva works with VoIP desk phones from Poly, Cisco, Yealink, and Nextiva. Plug them into your internet connection, configure them via the Nextiva portal, and you’re set. Softphones and mobile apps can also be used.
One phone line is considered one user who makes or receives calls. You must purchase a separate phone line for each member, and the billing will be outlined per user.
That depends on your specific requirements, but the Nextiva setup usually takes between a few days and a few weeks. Just contact their service team and share your requirements, and they’ll provide you with an estimated time.
This varies based on your plan. Higher-tier plans offer better queue management to keep customers happy and reduce wait times.
The VoIP requires 100-150 Kbps of upload/download speed for a single call. However, it’s good to have an ideal speed of 3-5 Mbps for high-quality calls. Plus, the latency should be under 150 milliseconds for optimal performance. The packet loss should be under 5%. If this number exceeds, you might see a quality loss.
To set up your Nextiva auto attendant, log into your Nextiva portal. Then, in your Nextiva Voice Admin Dashboard, go to Advanced Routing > Auto Attendants > Create Auto Attendant > Advanced Settings. You’ll be asked to enter details like Called ID Name, Dialing scope, etc. Enter the details, and you’re done with the setup.
You can visit Nextiva’s status page, which offers real-time updates about the status of its software. You can also subscribe to the updates to get automatic notifications if anything goes wrong with the system. To check if things are working well on your side, you can simply check your internet speed and look for packet loss.
Yes, you can integrate many popular apps, such as Zoho, Zendesk, Salesforce, HubSpot, and more. Just go to the Nextiva app store to check if the app you want to integrate is supported. These integrations bring all your data to one place, preventing you from switching tabs to track different data and improving team productivity.
