# 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 Jeremy B. VP Growth Information Technology and Services Used the software for: Less than 6 months ### "Great Contact Center features" May 21, 2024 5.0 Pros We handle lots of inbound sales calls at Textla and Nextiva Contact Center gave us a simple but perfect solution for our small team. Cons Literally no dislikes thus far - way better than Dialpad. 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 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 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 Keith S. Customer Service Manager Used the software for: 6-12 months ### "Fan-friggen-tastic!! " January 12, 2018 5.0 Increased visibility or work requests, improved efficiency, etc. Pros Top quality product. A++ Very easy to use user portals and back-end admin software. Doesn't require you to be a communications expert or engineer to figure it out. AND, whatever you can't figure out, their amazing Enterprise Support staff can...and they do so rather quickly. They are truly amazing. A++ customer service, very knowledgeable ' available support staff. Our Account Rep is extremely professional, friendly, attentive and responsive. When switching from 8x8 to Nextiva, we did some pretty extensive software and service comparison testing against much larger companies that supposedly offer "high tech solutions", and "superior service" and Nextiva has come out on top each and every time. I seriously love this company and their products. Review Source Adriahnna C. Digital Content Specialist Used the software for: 6-12 months ### "Makes listening to voicemails easy" April 3, 2018 4.0 Pros What is convenient about this software is that you are able to check voicemails and dial directly from the desktop app. Cons Numbers saved in the address book on desktop do not automatically transfer to the Polycom phone making it somewhat useless. Review Source Justin L. Senior Account Manager Consumer Services Used the software for: Less than 6 months ### "Nextiva Call Center is simple yet effective." January 12, 2018 4.0 Helps measure success rates a lot more efficiently. Pros I like the visibility that the call center software and phone system set up provides; it makes it a lot easier to measure success/failure rates for individual departments across the board. Cons Definitely the lack of an SMS feature which is something our old call center system had; it was a lot more efficient to be able to text message clients direct instead of continuously leaving voice messages and playing phone tag. 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 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 PT Paola T. Sales Representative Textiles Used the software for: 6-12 months ### "Excellent Call Center Tool for your Business " March 5, 2024 5.0 Pros Transferring phone calls without having any drop calls Cons Nothing at all . At this time all the feature that I used on Sales works perfect . 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 IT Security and Investigations Used the software for: 1-2 years ### "We’re growing faster than ever" August 2, 2018 5.0 It’s been about growth and maximizing from the beginning for us. Our worst fear is that there is more we could be doing and this tool unlocks those opportunities and delivers those insights to us immediately. Then, the team can action them. It’s fast, and effective. If you need to level up this is the tool that can help. Pros NextOS has unlocked all of this growth potential and efficiency we didn’t know was possible with our small team. It’s amazing and with the AI and machine learning we are not doing the heavy lifting; they bring insights to us. It’s amazing. Cons It’s creating work for our team, action items, and not everyone likes this. It’s a game changer which means you need to be able to handle the team members that don’t like change. A change management training module would help. 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 ## Related categories [Call Center](https://www.capterra.com/call-center-software/)[Telephony](https://www.capterra.com/telephony-software/)[Business Phone Systems](https://www.capterra.com/business-phone-systems-software/)