Nextiva Reviews, Ratings & Features 2026 | Gartner Peer Insights

Gartner defines contact center as a service (CCaaS) as solutions offering SaaS-based applications that enable customer service departments to manage multichannel customer interactions holistically from both a customer-experience and employee-experience perspective. CCaaS is a key technology platform used to support the customer service experience, whether it be self-service or assisted by customer service representatives. All organizations need to offer customer assistance. The preference is for remote support via voice and digital channels over physical presence in offices and stores, though it is common for organizations to offer multiple options. The ambition is for customers to self-serve assistance, through web portals or chatbots. But it is also recognized that complex issues still need the support of employees. CCaaS technology is instrumental in orchestrating both self- and assisted-service engagement with customers. The technology can also manage the quality of engagement between the customer and the customer service representative, recognizing that premium customer experiences are achieved through premium employee experiences.

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Contact Center as a Service

Nextiva Unified Customer Experience Management Platform

Nextiva

IT Manager

Nextiva consistently works! We have users that take advantage of the mobile app on iOS and Android, as well as the Desktop app for Windows. We even have a significant portion of the company using the Android app on their ChromeOS devices. The fair cost and customizability is a great value.

<50M USD

50M - 250M USD

250M - 500M USD

Gov't/PS/ED <5,000 Employees

500M - 1B USD

1B - 3B USD

3B - 10B USD

30B + USD

Quality Analyst

They have provided service to our company for about 4 years and we went from a PBX to them as our first experience with a fully cloud based PBX product. We loved the UI and how it flows nicely, BUT we wished it worked better and that we would not have to call in when the changes we made in the UI were not effective or worked as anticipated because of a disconnect between the UI and the backend of Nextiva. Know that this is NOT going to act like an on-site PBX and you should anticipate higher volumes of help calls when you go to a system like this, which we had to learn the hard way. Being from a non-profit and having a smaller than normal staff pool, the system definitely makes it harder to support, for all involved, when you have a workforce not used to technology. We also had a disappointing experience with the Nextiva phone app, which I, still to this day, have it forwarding to my regular cell phone number to prevent me from missing (due to not ringing) or having regular dropped calls through the app - it has been over a year since I made this change. The app is also not reliable enough to support one of our lines of business that involves first responders - it would consistently drop calls or not ring when people needed our help.  We ended up switching providers for this department because Nextiva was unable to meet our needs for this team. The last, but not the least thing I would like to mention is that their support people are responsive and relatively quick to respond when a ticket is entered, but when Nextiva releases updates that regularly break things that were working or don't address things that have been broken for some time, it makes it very hard to appreciate their support if you just get ticket-fatigue from the volume of tickets you have to put in.

IT Associate

It's a good system with a lot of features, customizable to many of our company's needs. However, I do wish there was more control as an administrator, constantly having to contact Nextiva support to enable or disable certain features makes changes more time costly than they should be. 

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Nextiva is a company specializing in business communication solution. It offers an integrated platform where all business discussions can be conducted, which in turn, facilitates improved customer experiences. Their main business problem solved is the disjointed nature of business communications. The majority of their operations are in North America, and their financial support is received from Goldman Sachs. The company's value at the recent financial evaluation was calculated to be $2.7B.

Trusted by more than 100,000 businesses, Nextiva brings all your conversations together in one place so your team can deliver amazing customer experiences. 

The official business communications partner for some of the world‚Äôs most loved brands, including the San Antonio Spurs, the Florida Panthers, and PAC-12.

Backed by Goldman Sachs, Nextiva is the largest privately-held communications firm in North America, valued at $2.7B at its first and latest financing round in late 2021.

Recent recognition:

2023 | Gartner Peer Insights‚Äô ‚ÄòVoice of the Customer‚Äô - Customers‚Äô Choice for Midsize Enterprise and North America 
2023 | Gartner Peer Insights - 4.5/5 stars
2023 | G2 #16 Best Software Company Worldwide
2023 | G2 #8 Best Collaboration & Productivity Software Worldwide
2023 | G2 - 4.5/5 stars
2023 | Trustpilot - 4.6/5 stars
2023 | GetVoIP - 4.6/5 stars
2023 | Forbes - 4.7/5 stars


Reviews

Ratings Overview

Overall experience with

Favorable Review

Live Metrics Valued But Increased Dependence on Support Slows Administrative Tasks

Critical Review

Nextiva's Struggles with Stability: A User's Experience

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