Nextiva is cloud phone and call center software for small businesses and support teams, sold per user, with an AI receptionist, business texting and team chat.
Nextiva answers, routes and records a company's customer calls, and carries its texts, chats and video meetings on the same system. A small office gets a business number with an auto-attendant, while a contact center gets queues, supervisors and dialers without adding a second vendor. Nextiva, Inc. builds it in Scottsdale, Arizona, where the company has operated since 2006. Incoming calls pass through auto-attendant menus and automatic call distribution, and Skills-Based Routing sends each caller to an agent who can help. Callers can ask for a callback rather than wait on hold, and after-hours calls follow their own routing. Outbound teams work through a predictive dialer with dynamic agent scripting on screen. Supervisors use call whisper and barge-in to coach a live conversation. XBert, the AI receptionist, answers calls, texts and chats around the clock, and AI Transcription & Summary writes up each call. Team Chat, video meetings with screen sharing, Business SMS, Live Chat and Journey Orchestration round out the platform. The platform suits small businesses moving their phones off desk hardware, support teams that run inbound queues, and sales teams that dial through prospect lists. Larger organisations use it to put office phones and the contact center on one account. Smaller offices can sign up online with instant setup, while contact center deployments begin with a demo from the Nextiva team. A support agent can open a CRM ticket and call the customer from it, then hand the caller to billing with a warm transfer. Recorded calls and performance reports show a manager where handle times run long and which agents need coaching. Staff place and transfer calls from a desk phone, the desktop app or the mobile app, so the same number works at the office and away from it. For a business that loses customers to missed calls, the XBert AI receptionist answers whatever the team cannot pick up.
Pricing
View plans-
Core
$23 per month
$23 a user a month billed monthly; $15 a user a month billed annually
- Annual price for new small businesses of 1 to 100 employees on a term of 12 months or more
- Inbound and outbound voice, video meetings, screen and file sharing
- Business SMS, 100 texts per user a month
- Call routing, auto-attendant and call menus
- Team Chat and the mobile app
- Shared team email inbox for 3 accounts
- 2 reporting dashboards
- Add-ons at extra cost for call recording, call performance insights, a toll-free number, Customer-to-Team SMS, Live Chat, Chatbot and online fax
- No built-in call center, AI call notes or video meeting recording
- 24/7 customer support
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Engage
$50 per month
$50 a user a month billed monthly; $25 a user a month billed annually
- Annual price for new small businesses of 1 to 100 employees on a term of 12 months or more
- Everything in Core, plus Customer-to-Team SMS and a toll-free number
- Up to 2,000 included toll-free calling minutes
- 500 texts per user a month
- Advanced Reporting and call performance insights
- Phone call and video meeting recording
- Live Chat and Chatbot
- Shared team email inbox for 10 accounts
- Built-in call center and smart call routing only as an add-on at extra cost
- AI call notes, real-time transcription and NextIQ AI Answer Assist are on Scale only
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Scale
$75 per month
Flat $75 a user a month on monthly or annual billing, no annual discount; sold through a demo
- Built-in call center with blended inbound and outbound calling
- Skills-Based Routing and Journey Orchestration
- Voice and web chat
- AI Transcription & Summary, real-time transcription and NextIQ AI Answer Assist
- Unlimited texts per user a month
- Up to 10,000 included toll-free calling minutes
- Shared team email inbox for 10 accounts
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XBert AI Receptionist
Custom pricing
- Price on request; an add-on for Core, Engage and Scale
- Answers calls, texts and chats 24/7
Features
- Included: Interactive voice response menus
- Included: Automatic call distribution queues
- Included: Skills-based call routing
- Included: Call recording with playback
- Included: Queue callback option
- Included: Listen, whisper and barge monitoring
- Included: Power and predictive dialers
- Included: Click-to-call from CRM records
- Not included: Real-time queue wallboard
- Included: Business hours and holiday routing
- Included: Warm transfer and conferencing
- Included: Voicemail with transcription
- Included: Call tagging and dispositions
- Included: Call scripts for agents
- Included: SMS and messaging from call center numbers
- Included: Call history and agent performance reports
- Included: AI call transcripts and summaries
- Included: Softphone in browser and desktop apps
Additional Features
- XBert AI Receptionist for calls, texts and chats
- NextIQ AI Answer Assist
- AI Transcription & Summary of calls
- Real-time call transcription
- Auto-attendant and call menus
- Automatic call distribution to agents
- Skills-Based Routing
- Predictive dialer for outbound campaigns
Best for
- Small businesses moving their phone lines to the cloud
- Support teams running inbound call queues with supervisors
- Sales teams calling prospect lists through a dialer
- Contact centers that blend inbound and outbound calls
- Businesses that want calls, texts, chat and video under one login
- Companies that miss calls after hours and want an AI receptionist
- Enterprises bringing office phones and the contact center together
- Teams that text customers from a business number
Use cases
- routing inbound support calls to the agent with the right skills
- answering after-hours calls with an AI receptionist
- running outbound sales calls through a predictive dialer
- coaching a new agent with call whisper during a live call
- offering callers a callback instead of a hold queue
- calling a customer straight from a CRM ticket
- texting customers from a business number
- recording calls for quality review
- summarizing customer calls with AI notes
- handing a caller to another department with a warm transfer
- holding video meetings with screen sharing
- giving customers a toll-free number
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