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Nextiva

Contact-centre tiers on Nextiva's CX platform

Overview

Nextiva is a Scottsdale, Arizona-based provider of cloud communications that says more than 100,000 businesses use its services.[8] Its current small-business line, branded NEXT, combines voice and video calling with business texting, shared inboxes, basic CRM and ticketing and a journey-builder for customer interactions, reflecting the company’s attempt to blur the line between a phone system and a customer-experience platform.[7] The entry NEXT Core plan includes unlimited voice and video, 100 business texts per user, skills-based routing and a fixed allowance of AI transcriptions and summaries; NEXT Engage adds live chat and a chatbot, toll-free minutes, single sign-on and virtual fax, and NEXT Scale removes most messaging and AI limits and adds supervisor monitoring.[7] Nextiva also sells contact-centre plans from US$75 per agent and an AI agent product called XBert.[7] Desk phones work with all plans but are bought separately.[7] The page shows a large gap between annual and monthly prices on the Engage tier, and switching offers are described only in footnoted terms, so buyers should compare total contract cost carefully.[7]

Nextiva features

  • Unlimited voice and video calling
  • Skills-based routing on the entry plan
  • Basic CRM and ticketing with shared inboxes
  • Live chat and chatbot from NEXT Engage
  • Virtual fax and SSO from NEXT Engage
  • Supervisor monitoring on NEXT Scale
  • Business SMS with per-user allowances
  • Shared inboxes, basic CRM and ticketing

Nextiva pricing

NEXT Core US$15 per user per month on annual billing (US$23 monthly); NEXT Engage US$25 (US$50 monthly); NEXT Scale US$75 (annual only listed). Annual prices apply to new customers with 1 to 100 employees on terms of 12 months or more. Contact Center Essential from US$75 per agent; Professional and Premium quote-based. XBert AI Employee US$99 per month. No free trial listed.

Nextiva strengths and limitations

Strengths

  • Low annual entry price
  • Ticketing and shared inboxes included with phone
  • Unlimited AI usage on the top small-business tier
  • Includes texting, shared inbox and ticketing with the phone system
  • Routing features such as skills-based routing on the entry plan
  • Contact-centre and AI-agent upgrades from the same vendor

Limitations

  • Monthly price of NEXT Engage is double the annual price
  • AI features capped at 50 uses per user on Core
  • No free trial; promotion terms not stated
  • Annual prices limited to firms with up to 100 employees
  • Monthly billing on Engage is double the annual price
  • No published free trial

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