Nextiva
Nextiva is a comprehensive digital platform designed to streamline business communication. It aims to centralize all conversations a compan...
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What is Nextiva?
Nextiva is an AI-powered unified customer experience management platform that brings calls, messages, customer interactions, and AI together in one platform. It connects with customers across every channel from a single platform including voice, video, chat, email, social media, WhatsApp, Facebook Messenger, and team messaging. The platform handles over 1 billion interactions annually and serves 100,000+ businesses with over 1 million users trusting Nextiva.
The core of Nextiva's offering is the NEXT Platform, which includes Phone & Texting for business calls and texts from any device, Video Meetings with screen sharing and recording, Live Chat for real-time website chat, Email with one inbox for all customer emails, Social Media & Reviews for responding in one place, Messenger Apps support, and Team Messaging with channels and threads. XBert AI is an AI agent that handles customer conversations across calls, texts, chat, and email, booking appointments, answering questions, updating records, and routing to your team when needed.
Nextiva is designed for businesses from local businesses to global brands across industries including financial services, healthcare, contact centers, real estate, education, retail, automotive, sports, media, and nonprofits. The platform offers customer journey tracking, real-time sentiment analysis, agent assist and autopilot AI, unified customer profiles, live transcription, and automated CSAT & NPS surveys. It integrates with CRM systems like Salesforce, HubSpot, Zoho, Microsoft Dynamics, helpdesk tools like Zendesk and ServiceNow, productivity tools like Microsoft Teams and Google Workspace, and healthcare EHR systems like Epic and ModMed.
Nextiva pricing
Pricing model: Paid
Nextiva offers three main plans per user per month: Starter/Core at $15/user/mo (Save 35% at $23 annually) includes inbound/outbound voice, business SMS, video meetings, screen/file sharing, call routing, team chat, and mobile app. Engage at $25/user/mo (Save 50% at $50 annually) includes everything in Core plus customer-to-team SMS, toll-free number & minutes, advanced reporting, inbound call center, live chat & chatbot. Scale at $75/user/mo includes full Customer Experience Platform with voice & web chat, blended inbound & outbound, AI transcription & summary, skills-based routing, and journey orchestration. XBert AI Receptionist is an add-on for all plans. XBert AI Employee costs $99/month per 100 interactions, then $0.99 per interaction after with no contracts and 30-day money-back guarantee. Enterprise plan starts at $99/user/month with volume discounts available. A free trial is offered.
Nextiva pros
- Unlimited voice calling within US and Canada included
- AI-powered XBert handles customer conversations autonomously
- True end-to-end omnichannel platform for sales and customer service
- Auto-books meetings based on your availability with XBert
- Real-time sentiment analysis detects customer mood instantly
- Intelligent routing matches queries with right agents based on skills
- Warm transfer allows speaking privately before transferring calls
- Call recording archived for up to six months
- Voicemail transcription shown next to voicemail recording
- Visual call flow builder with easy setup wizard
- Mobile app for Android and iPhone for calls and texts
- Integrates with 20+ apps including Salesforce and Zendesk
- 99.999% uptime reliability for business communications
- Setup in minutes with instant deployment, no hardware needed
- Advanced reporting with real-time dashboards and custom reports
- Skills-based routing for inbound call center operations
- Live chat with chatbot and Intelligent Virtual Agents
- SMS Sidecar for voice call enhancement with automated messages
- Busy Lamp Field shows when other users are on their phones
- Barge-in feature allows joining active calls across locations
Nextiva cons
- Not all features included with every voice plan
- XBert AI is an add-on, not included in base plans
- Some features require advanced setup assistance
- Toll-free inbound calls billed at 2.5 cents per minute
- International calling rates apply outside US and Canada
- Call recording requires set-up assistance
- Limited to 6 months for call recording archive
- Enterprise plan starts at $99/user/month which is pricey
- Advanced features like Voice Analytics may need separate purchase
Frequently asked questions about Nextiva
What is XBert AI and what can it do?
XBert AI is an AI agent that handles customer conversations across calls, texts, chat, and email autonomously. It books appointments automatically based on your availability, answers common questions without human help, updates records, routes customers to the right person, provides real-time conversation transcripts, and generates automatic summaries with key points and next steps. XBert learns your services, policies, business hours, and FAQs using facts from your actual conversations, not guessing. It handles the busywork from first touch to resolution and offers smart handoff to your team for complex requests.
What channels does Nextiva support for customer communication?
Nextiva supports voice, video, chat, email, social media, WhatsApp, Facebook Messenger, and team messaging all in one platform. Customers can connect on their preferred channels including Phone & Texting for business calls and texts, Video Meetings with screen sharing, Live Chat for real-time website chat, Email with one inbox, Social Media & Reviews for responding in one place, Messenger Apps for WhatsApp and Facebook Messenger, and Team Messaging with channels and threads.
Does Nextiva include unlimited calling?
Yes, Nextiva includes unlimited voice calling within the US and Canada on all plans. Local and long distance calling is included when your plan includes unlimited calling, and you never pay extra to make calls to US and Canadian numbers. International calling outside US and Canada is allowed but incurs international calling rates.
What integrations does Nextiva offer?
Nextiva integrates with CRM systems including Salesforce, HubSpot, Zoho, Microsoft Dynamics, and Oracle. It connects with helpdesk and ticketing tools like Zendesk, ServiceNow, and ConnectWise. Productivity integrations include Microsoft Teams, Google Workspace, and Outlook. Healthcare EHR integrations include Epic, ModMed, and eClinicalWorks. Nextiva also offers REST APIs for building custom integrations and provides real-time dashboards with custom reports and voice analytics.
What is included in the Engage plan?
The Engage plan at $25/user/mo includes everything in Core plus customer-to-team SMS, toll-free number and minutes, advanced reporting, inbound call center capabilities, live chat with chatbot functionality. It is designed for higher call volume businesses and growing teams that need automation, advanced service tools, multi-site management, customizable workflows, intelligent routing, and real-time performance insights.
How does call recording work in Nextiva?
Nextiva records all incoming and outgoing calls and allows setting up call recording announcements to inform callers they're being recorded. All recordings are archived for up to six months and are easily accessed and downloaded using the Nextiva Call Recording application. Call recording requires set-up assistance. Businesses should be aware of call recording laws in their area. Recordings are great for quality assurance and may be required by some industries.
What is the visual call flow builder?
The call flow builder in NextOS is an easy-to-use setup wizard for creating call flows. You can add menus for callers and customize the call flow to fit your business needs. It allows routing calls based on set days and times, specifying where calls get routed, and defining what happens if a call goes unanswered using visual call flow boards. Call flows allow incoming calls to be transferred automatically to the extension the caller chooses without needing a physical receptionist.
Does Nextiva offer a mobile app?
Yes, Nextiva has a mobile app for both Android and iPhone. The app lets you communicate confidently with customers from anywhere using your Nextiva business phone number. You can instantly make calls, send text messages, share files, and more. The app supports sending and receiving text messages from your business number to any contact. You can use your cell phone but still use your business number to call clients, keeping work separate from personal life.
What customer experience features does Nextiva include?
Nextiva's customer experience features include Customer Journey for Life to track every touchpoint from first contact to resolution, real-time sentiment analysis where AI detects customer mood instantly across all channels, agent assist and autopilot where AI helps agents answer better or handles it automatically, unified customer profiles with complete interaction history in one view, live transcription for real-time conversation transcripts, and automated CSAT and NPS surveys for post-interaction satisfaction tracking.
Is there a free trial available for Nextiva?
Yes, Nextiva offers a free trial so you can try risk-free before committing. The company invites businesses to join 100,000+ small businesses already using Nextiva. You can set up your business site in minutes with instant setup, no hardware required, and see results quickly. The trial lets you explore the AI-powered platform with built-in tools for chat, voice, reviews, website, CRM, and AI automation.