# Nextiva Contact Center Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Nextiva Contact Center the right Call Center solution for you? Explore 112 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/145004/Nextiva-Call-Center/reviews --- Nextiva Contact Center 4.5 (112) [View alternatives](https://www.capterra.com/p/145004/Nextiva-Call-Center/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Nextiva Contact Center Ease of use 4.5 Customer Service 4.5 ## Pros and Cons in Reviews Daniel A Data AnalystLaw Practice, 51 - 200 employeesUsed the software for: More than 2 years. “It is a tool that makes it easier for us to communicate with our customers, even the recording of calls is not useful enough because as a legal company we need to have backed up information.“ January 26, 2024 AL Alberto L Technical Support SpecialistNon-Profit Organization Management, 51 - 200 employeesUsed the software for: More than 2 years. “You have to manually search through each section, jump between the "auto attendant," "call groups," "call center locations," and "users," and it takes more time than it should.“ January 26, 2024 AM Amir M Business Development RepInformation Technology and Services, 501 - 1,000 employeesUsed the software for: Less than 6 months. “The comfortable integration with our current CRM tools and navigation of the software.“ May 13, 2024 JW John W Miracle WorkerElectrical/Electronic Manufacturing, 11 - 50 employeesUsed the software for: More than 2 years. “The pricing is a bit high and the reporting features are lacking.“ February 20, 2024 MT Margo T Digital Marketing ManagerReal Estate, 51 - 200 employeesUsed the software for: 1-2 years. “It is convenient to be able to record and monitor calls in one program.“ July 11, 2024 AL Addison L CoordinatorHospital & Health Care, 11 - 50 employeesUsed the software for: 6-12 months. “I also often lose audio when dialing out.“ January 26, 2024 AM Alejandra M Operations ManagerTransportation/Trucking/Railroad, 11 - 50 employeesUsed the software for: 1-2 years. “The app's performance remains consistent across different geographical locations, ensuring that our teams can communicate efficiently without any lag or disruptions.“ January 19, 2024 ## Showing most helpful reviews Showing 1-25 of 112 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Paulo S. Project Manager Real Estate Used the software for: 2+ years ### "Nextiva is friendly and useful for business" January 18, 2024 5.0 These two years using nextiva have been really helpful and definetely this virtual tool has increased productivity for all the team in office and remotely. Pros I like nextiva because it is really easy to install and interact with. You can do calls with just one click which is wonderful Cons I would like nextiva to integrate with more tools so we can have a solid product in all matters to attend in daily basis Review Source RP Robert P. Executive Assistant to CEO Hospital & Health Care Used the software for: 1-2 years ### "Best Call Center Out " January 24, 2024 5.0 Pros The ease of use for those employees that are not tech savvy. The pricing is less than what we paid for the previous service, and the features are more advanced with Nextiva. Cons The process of licensing new people reuires a call into customer support. I would like to be able to do that on the portal. Switched from [OfficeSuite UC](https://www.capterra.com/p/168723/Windstream-OfficeSuite/) We switched due to the pricing and the lack of capacity in the old system. Review Source JB Juan B. CEO Outsourcing/Offshoring Used the software for: 1-2 years ### "DO NOT BUY" December 11, 2019 1.0 Its been like walking across the Mojave desert barefoot. Pros Nothing. not a single thing... it's all glitchy Cons The lack of flexibility, for example, I have 6 active users and 15 licenses, as of a year ago only 6 users are active and I can't downgrade to the actual amount of users (Overpaying) for the service, and the contract terms are abusive. Cannot miss mentioning their "customer care" group is just rude. When I delete and add another employee the process is bogus if I wanted that agent to have call recording, after assigning manually this feature, I have to call the contact center to get assistance from them to be able to actually listen to the calls on the "recorder" platform... Yes, it's a separate deal, and it's super buggy! Sometimes call forwarding works...Sometimes... Long ago we stopped having the capacity to download raw data from the platform to do our BI on the calls and review trends, we reported this to their IT team and no fix has been offered in months. The Price is too high compared to other market solutions that offer the exact same service with better Software and support. Alternatives considered [Vonage Business Communications](https://www.capterra.com/p/159047/Vonage-Business/) Reason for choosing Nextiva Contact Center Their services were referred to us, and the sales guy was cool, but the service wasn't what we expected. Switched from [Vonage Business Communications](https://www.capterra.com/p/159047/Vonage-Business/) They offered a solution to all my pain points with nextiva Review Source BO Barbara O. Controller Insurance Used the software for: 6-12 months ### "Nextiva is a Top Tier SaaS" January 28, 2024 5.0 My overall experience with Nextiva has been excellent. From the purchase to the integration and on a daily basis in the weeds when being put to good use. Pros I love the ability to manage contacts. It makes everyone day much easier having all of our contacts shared in one easily accessible location. It saves us constantly from connections falling thought the cracks, anyone in business could certainly appreciate that. Cons I have yet to come across and features that i dislike or that i cant find a new use for. Switched from [Vonage Business Communications](https://www.capterra.com/p/159047/Vonage-Business/) we were lacking on features and paying too much to fall short. Review Source EK Ed K. Service Manager Telecommunications Used the software for: 1-2 years ### "Call center works well for our company" January 25, 2024 5.0 Good the support is great . Get issues resolved quickly. Pros Call Flow to many groups via automated attendant. Cons Could use a few more reports. Other than that it works well for our company. Switched from [Hosted VoIP PBX](https://www.capterra.com/p/120469/Hosted-VoIP-PBX/) We needed better support for our call center. Review Source VR Verified Reviewer Systems Specialist Warehousing Used the software for: Less than 6 months ### "Nextiva or Next" May 30, 2019 1.0 From the sales experience to the implementation we have add nothing but problems. To elaborate the implementation reps are horrible and no little if nothing at all during our implementation we had two of our reps either quit or get fired! I was at this point ready to jump ship and cancel everything but I gave them a chance and was that a huge mistake. Not long after the implementation everything started to break and or stop functioning almost like they got their money and ran, reps began to throw the contract in our face saying well you're in contract so you can't leave. From our Messaging app not working to the setup being manipulated by Nextiva's customer service without our knowledge it has turned into an almost daily conversation through phone calls and email. The straw that broke the camels back was when after two months Nextiva were unable to fix the internal caller id that was showing up on our employees desktop phone.. never have I been so shocked that a company could be so ignorant. Pros Feature enriched and the price is good but doesn't support it's product. Cons Up time of software and how well it works on a daily basis. Alternatives considered [RingEX](https://www.capterra.com/p/242188/RingCentral-MVP/)[Twilio](https://www.capterra.com/p/180158/Twilio-Communications-Platform/) Reason for choosing Nextiva Contact Center The price was great but the support and functionality is horrible. Review Source JW John W. Miracle Worker Electrical/Electronic Manufacturing Used the software for: 2+ years ### "Woth the Investment" February 20, 2024 5.0 Due mostly to pricing, Nextiva wasn’t our first choice. However, after dismal results with cheaper companies we made the switch to Nextiva. It was well worth the investment. Call routing was greatly improved, which translated to a better customer experience. Queue management is easily done, which improved productivity. I should note that even though we are a small company, we use the Enterprise level software. It is a higher ticket expense but when you factor in the gains, it is well worth it. Support has generally been amazing (all companies have their busy days). I recommend Nextiva to all my business contacts. Pros The thing I like most about Nextiva is the flexibility of the settings. Many VOIP systems require support contacts to make changes in the system which can be delayed by hours, days or weeks. The Nextiva software lets you make those changes on the fly in real time. Adjust time schedules, holidays, add/remove operators, reroute calls, etc. It can all be done quickly and efficiently. Cons The pricing is a bit high and the reporting features are lacking. Review Source AL Alberto L. Technical Support Specialist Non-Profit Organization Management Used the software for: 2+ years ### "Connected Conversations Done Right" January 26, 2024 5.0 In short, Nextiva services facilitate less disruptive communication among team members. This has definitely contributed significantly to our organization's growth and is essential to the success of any expanding enterprise. Despite the aforementioned concerns, I feel Nextiva is a very professional and dependable connected communications organization, and I'm grateful that, during the years I've worked with them, I've been able to rely so heavily on their services and support team. Pros I have had the pleasure of working with Nextiva's Support Team, who are the most responsive, understanding, and patient group of all the third parties our company interacts with. When I contact their Support Team for assistance, my problems seem to always be fixed on the first attempt; they are always experienced, knowledgeable, and accommodating. Cons While their Nextiva / NextOS Voice portal is certainly not the worst administrative interface I've worked in, I do find their Nextiva / NextOS Voice portal is a little confusing when it comes to trying to figure out where a phone number or extension is hidden. You have to manually search through each section, jump between the "auto attendant," "call groups," "call center locations," and "users," and it takes more time than it should. Review Source AP Adriano P. Manager Hospital & Health Care Used the software for: 2+ years ### "Nextiva works good, but you need to be patience with the system" January 25, 2024 4.0 it is ok, we just have to be patience with the system... but as my father used to say, no system is perfect... Nextiva still be better in the market... Pros Help our company, because most of the cold calls IVR handles it. Employees are more focus on the daily tasks. Cons The cellphone app, the notification of miss call will be there in your cellphone forever... there is no way clean that up... When the system is don't, you cant get no reports of the incoming calls during the downtime... The computer application NextivaOne, every other week, we experience a glitch... be prepare to delete and install it again... Review Source Ediz Y. CEO Transportation/Trucking/Railroad Used the software for: 6-12 months ### "Problem Solved " January 18, 2024 5.0 It was easy process and I got what I need it. I am happy overall Pros I didn’t want complicated solution and Nextiva was simple and easy to provide me the kind of services I needed Cons I can’t think of anything. They have support for any questions to answer. Review Source FM Fatima M. maintenance team lead Real Estate Used the software for: 1-2 years ### "Nextiva: An excellent way to connect with everyone!" January 18, 2024 4.0 9/10. I like almost everything about this app and made my job easier while I'm trying to schedule any appointments. Pros Easy to use, I can download it on my personal laptop, and allows me to work from home, am able to reach out to my coworkers, tenants, clients, and technicians. Cons There are some bugs...Sometimes I want to leave a msg but it automatically changes to another phone number. I'm sure this will be fixed soon. Review Source AM Alejandra M. Operations Manager Transportation/Trucking/Railroad Used the software for: 1-2 years ### "Great for cross-border organiztions " January 19, 2024 5.0 Pros Being able to seamlessly connect our Colombia and USA offices has significantly improved our collaboration. The app's performance remains consistent across different geographical locations, ensuring that our teams can communicate efficiently without any lag or disruptions. This cross-border functionality has greatly contributed to enhanced productivity and teamwork. Cons In some VoIP call center solutions, users might find that the level of customization for call flows, automated responses, and scripts is limited. This can be a drawback for businesses with specific workflows or industries that require highly tailored communication processes. If Nextiva VoIP Call Center has limitations in customization, it could be a potential area for improvement, especially for businesses with unique requirements. Review Source CS Christina S. Agent Insurance Used the software for: 2+ years ### "Great for any business" March 28, 2024 5.0 Pros ease of use and multi functional use. we use the phone, desktop app, & mobile app. Cons in multi platforms the mobile app sometimes echoes Review Source MF Mike F. Corporate Technology Specialist Leisure, Travel & Tourism Used the software for: 1-2 years ### "Nextiva Call Center Category on Capterra" February 16, 2024 5.0 The product has delivered for our TMC. We are constantly looking at ways to improve our call pick up times and call resolutions. Nextiva gives us the tools to work with the data. Pros Admin controls and real time flexibility to control call flows/call centers. Monitoring and reporting options are top notch. Cons Having to use different portals to admin the user profiles/call center live feed agents and supervisors Review Source MM Marisol M. Manager Wholesale Used the software for: 2+ years ### "I love Nextiva" January 31, 2024 5.0 Pros The intuitive and user-friendly interface of Nextiva Call Center stands out. Cons While the interface is user-friendly, there might be a learning curve for accessing and utilizing some of the more advanced features of Nextiva Call Center. Review Source BL Benjamin L. Associate Marketing and Advertising Used the software for: I used a free trial ### "Elevating Customer Service with Seamless Communication" May 24, 2024 5.0 Pros extiva Contact Center provides robust analytics tools that offer insights into agent performance, call metrics, customer satisfaction levels, and more. These real-time analytics empowered me to make data-driven decisions, identify trends, and continuously improve their customer service operations. Cons I loved everything there is about Nextiva. No cons here! Review Source JB Jorge B. Operations coordinator Logistics and Supply Chain Used the software for: 1-2 years ### "Best VoIP service" January 26, 2024 5.0 Pros One thing I like about Nextiva's VoIP call center is that it allows businesses to communicate with their customers in a seamless and flexible way Cons Honestly, I can't think about something I don't like Review Source FH Fernnado H. Project Manager Real Estate Used the software for: 1-2 years ### "Nextiva is very useful. " January 18, 2024 5.0 Pros It helps us communicate with clients all over the USA and with coworkers all over the world. Cons Maybe it can be more integrated with some other platforms and tools. Review Source SS Sidria S. Practice Administrator Hospital & Health Care Used the software for: 1-2 years ### "Excellent Service" January 18, 2024 5.0 Pros I provides me the opportunity to view and manage how calls a spread out. Cons I have no dissatisfaction with Nextiva Call Center. Review Source VR Verified Reviewer Manager Used the software for: 1-2 years ### "Best Customer Service by Far\`" January 15, 2018 5.0 Pros We had an issue with our service and had to call Nextiva. We spoke with a gentlemen from support. He answered all of our questions, and was able to figure out why our issue continue to happen on a weekly basis. He gave us some suggestions on how to improve our service that we didn'#191;t believe were possible. Talk about great service, he stood on the phone with us for two whole hours. Review Source RH Richard H. IT Support Specialist Transportation/Trucking/Railroad Used the software for: 2+ years ### "VoIP for the future " August 9, 2018 5.0 Nextiva VoIP is a huge improvement on our old system and has enabled us to better communicate internally and externally as an organization. Once we have adapted our team to the system more, training etc. then we will see even more benefits. It’s just the beginning for us! Pros Nextiva VoIP has a great offering that’s affordable and flexible for various types of businesses, we have seen great success with their VoIP platform and the team really enjoys all the features and capabilities they now have. Cons Prepare for change with this system. We are experiencing some pains from implementation as it’s brought to light a lot of process and team challenges we were not previously aware of. We now need to deal with these issues. Review Source BG Brian G. Office Manager Medical Practice Used the software for: 1-2 years ### "Maddening Using Nextiva Call Center" April 7, 2023 2.0 Customer service poor- everyone tries to pass along responsibility. Turn on the call service please! Pros I cannot think of any but am required to write at least 40 characters. Cons I work for physicians and it's imperative our call service is activated when we are out of the office. I spent almost an hour on the phone with customer service activating the call service a day prior our office being closed for the holiday. The next day I called the office and the call service was not activated. This is maddening and has happened on numerous occasions. Physician providers risk medical malpractice each time Nextiva Call Center fails to work (which is frequently). We are looking to switch call services. Review Source Response from Nextiva April 12, 2023 Hello, Brian. Thank you for taking the time to leave us your review. We hear you loud and clear, and have read your comments and feedback on other review sites too. We're trying to get in touch with you to assist but we haven't heard back via Consumer Affairs nor Trustpilot. Please get back to us with your contact details at reviews@nexitva.com and we'll follow up to help ASAP. Thanks. KC Kellie C. IT Engineer Medical Practice Used the software for: 1-2 years ### "A smart option for growing businesses" May 21, 2018 5.0 Great service team, excellent product and the installation was a breeze. Pros We are a fast growing business so our needs are always changing. Nextiva, has given us a service that will easily grow with us. We knew we needed voip and could not spend a huge amount. Nextiva created a package that fit exactly what we needed at the time, but does still allow for flexibility in the future. It has been a huge win for the end users here in the office, they are enjoying all of the new features and finding a lot of efficiencies as a result of the technology. Cons None to date. We have the system that will work for us for the unforeseeable future and at the price we wanted. I’m sure there will be something that comes up in future but we’ve only been live for a few weeks so hard to be specific here. Review Source FH Fiona H. Managing Member Retail Used the software for: 2+ years ### "Excellent Customer Service but Crazy Contract" June 30, 2020 4.0 Excellent customer service for the most part but the manager who replied to my emails once did not reply back or call me back and I had to call at least 3x to get this matter of our cancellation resolved. I would like to commend \[SENSITIVE CONTENT HIDDEN\] though as he went above and beyond. Pros Excellent customer service and you may reach someone easily. I especially appreciate \[SENSITIVE CONTENT HIDDEN\] help today closing our account. Cons My Assistant set this up in 2018 and we fulfilled a 2-year plus contract then was charged a significant cancellation fee because we switch and I did not know contracts automatically renewed. That was really a bummer given that my store was closed for 3 months and lived on grants and loans but I do not know what they're going through so maybe they needed these fees for survival as well. They were reasonable enough to cut it into half. So I did not use the phone much but I did not like that the contract automatically renewed and was subject to a hefty cancellation fee. Reason for choosing Nextiva Contact Center Already switched to Jive because of pricing, no contracts and more features Review Source DS Donna S. CIO Used the software for: 1-2 years ### "Perfect for customer centric businesses" June 8, 2018 5.0 This tool is really helping us improve our service level with our customer base. We expect to exceed our goals this year as a result, and early signs are positive. Pros Nextiva is the ideal system for our business as we’re working on being more and more customer centric. This tool enables us to do that really well, it’s intuitive and unlocks the capability of our team members. Cons There is a lot of training and onboarding involved with using this tool. It will take some time to get set up and this can create some chaos. The end result is worth it but it will need some time and attention. Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.