# 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 JR Jesse R. Director of Information Technology Consumer Goods Used the software for: 2+ years ### "Nextiva VOIP & Call Center are Excellent for Business" January 30, 2024 5.0 The experience has been excellent and did I mention their Amazing Support! Pros From the moment we discussed our business needs and use cases with the Sales and Account Management team to the implementation and support teams, we have been thoroughly impressed with their product and how it works. They have amazing support and they made the selection process and project a rewarding experience to this day. Cons Not having found Nextiva sooner to switch to. Alternatives considered [Momentum Suite](https://www.capterra.com/p/253331/Momentum-Suite/)[Fuse](https://www.capterra.com/p/166782/Connect/)[RingEX](https://www.capterra.com/p/242188/RingCentral-MVP/) Reason for choosing Nextiva Contact Center Nextiva provided the best value in relation to functionalities out of the box in comparison to others. Switched from [NEC UNIVERGE](https://www.capterra.com/p/177210/NEC-UNIVERGE/) We wanted to switch from an on-premise system that was more dynamic and allowed more business continuity and better support. 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 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 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 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 JC Jorge C. Purchasing Manager Textiles Used the software for: 2+ years ### "Great Call Center Option" March 4, 2024 5.0 Last time that we have to call to add new users and to set up new phone devices we were helped in a professional way fast and reliable by the Nextiva team . After the phone call , we received an email with a follow up from the nextiva team to confirm that all our questions were answered. Pros Nextiva customer Support is fast , reliable and after any trouble with the system , ther customer service answer fast and help with all our needs . Cons Nothing , until now all our needs has been fulfill . Reason for choosing Nextiva Contact Center We were refered by another company that uses Nextiva. 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 rP roger P. member stranding Environmental Services Used the software for: 2+ years ### "A good alternative to standard phone service" February 5, 2024 5.0 When we started our needs were simple and though they are not great ( small non profit) we were able to add features Pros Ability to set up voice mail forwarding and recordings Cons Learning the system in the beginning, but great support staff Review Source SS Sergio S. IT Administrator Used the software for: 1-2 years ### "Cutting edge technology is here!" December 5, 2018 5.0 We’re seeing double digit growth on last year’s numbers. Without sounding too over the top, this system is pretty amazing. It’s definitely helping us manage our team and understand the importance of key metrics and driving positive behaviors. The dashboards are great training tools and managing a large team we have to be on top of everything or it can get out of control fast. 2019 will be a record breaking year if we keep going the way we are. It’s exciting times and it’s great to know we have a system that’s actually helping us achieve our goals. Pros We were so happy when we found Nextiva. They offer a service and products that really solve our key problems. We struggle with keeping our team on task and motivated, it’s a communication thing. We need to be able to put the goals and tasks up and track everyone towards the company targets. It’s hard with a large team and lots of different personalities and levels of experience. With our new Analytics platform, we can share how things are tracking and it’s keeping the team really focused and on task. We love it and the results are pretty amazing too. Cons We had to do a lot of work to determine which were the correct metrics to drive the right behaviors. We were warned it’s easy to just say one thing is “the goal” but then people don’t always behave well. You have to achieve the goal the right way too, or you could hurt the brand and the business long term. With our business being second hand car sales, we already have a challenging reputation. We got there in the end but it took some time to work out how to frame the numbers to get the team working together. Review Source SM Stacy M. Office Admin Real Estate Used the software for: 2+ years ### "Great Product for our growing office" January 25, 2024 5.0 Pros Our office uses Nextiva to help route our calls to the appropriate agent and/or business. With over 100 agents and 2 businesses, it helps us properly field all calls. Cons Can be confusing to figure out at first but the support is amazing. Review Source dB dayana B. operations manager Transportation/Trucking/Railroad Used the software for: 2+ years ### "Game changer " January 25, 2024 5.0 Pros how easy can be use , and how proficient is for us to use this tool in daily basis Cons sometimes it can get a little bit slow ,but nothing the troubleshooting team can fix Review Source RN Rachael N. Office Manager Medical Practice Used the software for: 1-2 years ### "Easy to use (once you get the hang of it) with lots of bells and whistles!" January 18, 2024 5.0 Pros Changing call flows and updating our messages Cons I really don't have any. We are small and mostly use the mobile and desktop apps. Review Source CH Chandler H. Account Manager Hospital & Health Care Used the software for: 6-12 months ### "Great VOIP Option" January 29, 2024 5.0 Pros I like that it's easy to use and it routes calls effectively. We don't have to worry about missing calls from our customers. Cons I wish it would allow us to set working hours for each individual agent so I wouldn't get calls after working hours. Review Source RJ Rene J. President Financial Services Used the software for: 2+ years ### "Deceptive sales practices." May 2, 2018 2.0 Pros Good call quality. Didnt have any issues with the service of the phone. Did its job for a small company, but growing did not provide the same ease of use. Cons Outdated phones and limited features.I'm a small business owner. They put you into a contract for 2 years which is no problem other than the best companies don't need long contracts if they have a great service. That's not my issue, the sales representative never once mentioned that there is an automatic renewal for another full 2 years once the initial 2 years is done. Deceptive sales practices without a doubt, and I never would have signed up if this was the case. Great companies/services never try to lock you into contracts without your knowledge. Outdated phones, and limited options are why Nextiva does try to lock you in against your will. Plenty of no contract options, I regret ever signing up with them Review Source VR Verified Reviewer Front Office Hospital & Health Care Used the software for: 6-12 months ### "Experience with nextiva" January 25, 2024 5.0 Pros Easy to use and friendly customer service Cons The system is great and they have been always helpful when I needed support 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