Nextiva makes it easy to connect with customers through phone, website chatbots, and social media. Find out if this customer engagement platform is worth the cost in this review.
WRITTEN & RESEARCHED BY
Editor & Senior Staff Writer
Last updated onUpdated
REVIEWED BY
Managing Editor
| Total Rating | 4.4 |
|---|---|
| Pricing3.5 | |
| Features4.6 | |
| Equipment4.5 | |
| Security5.0 | |
| Customer Service5.0 | |
| User Reviews4.8 | |
Table of Contents
Nextiva isn’t just your average VoIP provider. Instead, the company offers a “Unified Customer Experience Management” platform designed to help businesses acquire and retain customers while also growing their customer base.
What this means is that not only will you be able to connect to customers through incoming and outgoing calls, but you’ll be able to manage and improve your customer interactions all from within one place, whether it’s through text messaging, social media platforms, or online review sites. Real-time insights, AI, and automations help improve the customer journey.
Nextiva has plenty of features, great security, excellent customer support, and a stellar reputation with past and current users. However, this option can be a bit pricey, especially for those who want a simple business phone system. However, don’t make a decision until you finish reading our comprehensive review.
| Pricing3.5 |
|---|
| Monthly Plan Pricing 3.2 |
| Add-On Feature Pricing 4.0 |
| Pricing For Additional Users/Devices 4.0 |
Nextiva offers four pricing plans that will work for most businesses, as well as three additional enterprise-level plans for larger businesses. For the purposes of this review, we will be reviewing Nextiva’s four main plans.
| Nextiva Plans | Price | When To Use |
|---|---|---|
| Digital | $25/month per user | Businesses that don’t need phone service and want to engage with customers online |
| Core | $35/month per user | Businesses that need phone service and online engagement tools |
| Engage | $50/month per user | Businesses that need advanced tools like website chatbots and advanced analytics |
| Power Suite | $75/month per user | Businesses that need social media management for unlimited accounts |
Nextiva’s plans start at $25/month per user (although all plans are discounted when paid annually). While this seems like a great deal, this base plan doesn’t include voice service. You’ll have to move to one of the other three plans to have access to incoming and outgoing calls.
Nextiva also has a variety of add-ons but is not upfront on pricing. Some features can also be found standard without paying additional fees with other VoIP providers.
Considering all of this—and the fact that plan pricing is slightly more expensive than some of its competitors—Nextiva gets a score of 3.5/5 for pricing.
Nextiva’s Digital plan is priced at $25/month per user (or $20/month per user when paid annually). One thing worth noting is that the digital plan does not include voice service. This plan is designed for businesses that want to engage with customers through digital channels and track social media engagement.
The Digital plan includes:
The Core plan does include voice service, and it is priced at $35/month per user (or $30/month per user when paid annually).
It includes everything from the Digital Plan, plus:
The Engage Plan offers even more features and is available for $50/month per user (or $40/month per user when paid annually).
This plan includes everything from the Core Plan, plus:
Nextiva’s Power Suite is priced at $75/month per user (or $60/month per user when paid annually).
The Power Suite includes everything from the Engage Plan, plus:
In addition to these plans, Nextiva also has three enterprise level plans that have monthly pricing, concurrent pricing, and usage-based pricing.
Nextiva has numerous add-ons to enhance your system. Unfortunately, pricing is not disclosed online, so you’ll need to contact Nextiva for more information.
Available add-ons include:
Many of the add-ons are already included in the two highest-tier plans, so it may be worth talking to a Nextiva rep to find the most cost-efficient solution for your business.
| Equipment4.5 |
|---|
| BYOD Compatibility 5.0 |
| Desktop Phone & Devices 4.0 |
Nextiva offers a great selection of phones and hardware from its own brand and brands like Yealink, Cisco, Poly, and more. Available equipment includes:
If you don’t want to pay the full price for your equipment upfront, you can make monthly payments. While the monthly payments are listed on the Nextiva equipment pages, no additional information is provided on whether you will be simply renting the equipment and what contracts are required. Instead, you will have to contact Nextiva to learn more.
You can also use your own devices with Nextiva’s desktop, Android, and iOS apps or purchase an adapter to use your analog phone.
Overall, we really like the great selection of hardware with a wide range of prices, contributing to our score of 4.5/5 in this category.
| Features4.6 |
|---|
| Basic Features 4.2 |
| Advanced Features 5.0 |
| Third-Party Integrations 5.0 |
Nextiva has all of the features you’d expect with a business phone system. What makes it stand apart is its features that help you build a unified communications platform to connect with your customers.
Based on the plan and add-ons you have, you’ll be able to manage your social media accounts and online reviews and even use the power of AI to improve the customer experience.
One complaint is that some features are only available on the most expensive plans or are available for an additional fee. Despite this, Nextiva has a solid feature set, which led to our rating of 4.6/5.
| Security5.0 |
|---|
| Security Features 5.0 |
| Compliance 5.0 |
You don’t have to worry about the security of using your phone system, as Nextiva uses multiple security features, all of which are clearly disclosed online. Security features include:
Data centers have dedicated power grids for 99.999% uptime.
Nextiva has several privacy certifications, including HITRUST, HIPAA, GDPR, and PCI.
Overall, Nextiva is very transparent about security and privacy and goes above and beyond in these areas, leading us to give the company a perfect 5-star rating for security.
| Customer Service5.0 |
|---|
| Personal Support 5.0 |
| Self-Service 5.0 |
If you have a problem signing up, getting started, or with your service at any time, Nextiva offers multiple customer service options to help you out.
| Nextiva Support | Availability |
|---|---|
| Phone Support | |
| Email Support | |
| Support Tickets | |
| Live Chat | |
| Dedicated Support Representative | |
| Knowledge Base or Help Center | |
| Videos & Tutorials | |
| Company Blog | |
| Social Media |
We love that Nextiva offers 24/7 phone support to address issues day or night. If you prefer another form of support, Nextiva has you covered. A live chat is available seven days a week, you can submit support tickets, or you can shoot off an email.
If you’re more of the DIY type, you’ll find lots of self-service support options, including the Nextiva Support Center that’s loaded with how-tos, webinars, and video tutorials.
If that isn’t enough, Nextiva has a company blog with informative posts about VoIP, customer service, and other topics. Nextiva also has profiles on Facebook, X/Twitter, LinkedIn, and YouTube.
The quality of support is also excellent, although there are a few complaints (which is to be expected within a few thousand reviews). Overall, Nextiva does it right when it comes to customer support, earning it a perfect five-star rating in this category.
| User Reviews4.8 |
|---|
| User Feedback 5.0 |
| Review Site Aggregate 4.6 |
Nextiva has plenty of user reviews online, and the majority of these reviews are positive. Nextiva earns a rating of 4.7/5 (based on 3,400+ reviews) on Trustpilot, a 4.6/5 (based on 890+ reviews) on GetApp, and a 4.6/5 (based on 770 reviews) on Consumer Affairs.
After looking at the quality of these reviews, we’ve calculated our own rating of 4.8.
While most reviews are positive, there are customers who aren’t completely satisfied with Nextiva. Here’s what they most disliked:
Positive reviews are plentiful, and we could spend 1,000 words talking about everything customers love about Nextiva. Instead, we’ll break it down into what most people like the most about Nextiva, including:
Nextiva offers an abundance of features to help businesses build and nurture customer relationships. It allows businesses to easily connect with customers through multiple channels, provides exceptional customer support, and has a great reputation among its past and current users.
On the flip side, pricing can be expensive. If you want to be able to make and receive calls, you have to upgrade to one of the three more expensive plans. There are also a handful of reviews criticizing the outdated UI and lengthy contracts that are hard to get out of.
If your business doesn’t need to manage online reviews, doesn’t have (and doesn’t want) a strong social media presence, and won’t find online tools useful, Nextiva is likely overkill.
Still, these drawbacks are pretty minor when looking at everything the company has to offer. This is why we gave Nextiva a strong overall rating of 4.4/5.
Before making a decision, we recommend checking out Nextiva yourself by contracting the company for a demo to fully see the capabilities of the system. And if you decide it’s not right for you, check out our top picks for best VoIP business phone systems to find your perfect match.
We spend hours researching and evaluating each VoIP business phone provider that we review at Merchant Maverick, placing emphasis on key characteristics to generate our product ratings.
When rating VoIP phone systems and providers, we use a 25-point rubric that looks at pricing, features, equipment, security, customer service, and user reviews. We weigh each section differently to calculate the total star rating.
Each section is further broken down into granular, weighted subsections, in which we look at specific attributes, such as plan availability, discounts for new customers, discounts for multiple users, the availability of advanced and basic features, security and compliance, and third-party integrations. Learn more about how we rate VoIP phone systems.
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The vendors that appear on this list were chosen by subject matter experts on the basis of product quality, wide usage and availability, and positive reputation.
Merchant Maverick’s ratings are editorial in nature, and are not aggregated from user reviews. Each staff reviewer at Merchant Maverick is a subject matter expert with experience researching, testing, and evaluating small business software and services. The rating of this company or service is based on the author’s expert opinion and analysis of the product, and assessed and seconded by another subject matter expert on staff before publication. Merchant Maverick’s ratings are not influenced by affiliate partnerships.
Our unbiased reviews and content are supported in part by affiliate partnerships, and we adhere to strict guidelines to preserve editorial integrity. The editorial content on this page is not provided by any of the companies mentioned and has not been reviewed, approved or otherwise endorsed by any of these entities. Opinions expressed here are author’s alone.
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