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Nextiva Office Enterprise Review

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Nextiva is one of the best phone systems for businesses with multiple locations. It's a cloud-based VoIP system that can be spread across several offices and stores, yet still be managed from one central platform. Overall, Nextiva's phone system is extremely reliable, has a wealth of valuable features and includes top-notch customer support.

In addition to being one of the best phone systems for businesses with multiple locations, Nextiva is one of our top contenders for the best phone system for small businesses.

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The Basics

  • Best for: Small businesses and business with multiple locations
  • Phone service: VoIP
  • Hosting: Cloud
  • Costs: $19.95 to $44.95 per user per month
  • Mobile app: iOS and Android devices
  • Support: Phone, email and live chat

System & Reliability

Nextiva's cloud-based VoIP phone system, Nextiva Office, doesn't require any complex on-premises hardware or wiring. All it needs are high-speed internet access and IP phones.

Nextiva Office is ideal for businesses with multiple locations because the system can be up and running in each office or store by the users simply plugging IP phones into Ethernet ports. The system then automatically syncs all of the locations and allows them to be managed from the same online platform.

The entire system is run and configured through Nextiva's online portal, which is divided into several sections: account setup, services, usage and billing. The online portal is used to add employees into the system, assign phone numbers and user IDs, record automated greetings, and create call queue routes and priorities. The portal can also be used to designate which features each employee can access.

Nextiva's reliability is part of what makes the system ideal for businesses with multiple locations. The system's strong track record of continuously being up and running can give businesses operating in more than one city or state assurance that the phone service in each of their locations will always be operational.

Nextiva has a reported uptime of 99.999 percent. That means that, across its system and among its 20 million users, phone connectivity is down for only a handful of minutes each year.

The company takes several steps to achieve such a high uptime. One is to use multiple data centers to house the system. With this setup, if one center goes down, the data seamlessly rolls over to one of the other locations so phone service is never interrupted. Each data center is also extremely secure. They are all SSAE 16 certified and SOC II audited and offer PCI-DSS certification. In addition to multiple data centers, Nextiva has five points of presence throughout the country, with two more planned for the future.

Besides its traditional phone system, Nextiva also offers call center services, a virtual-only system, online fax service, cloud storage and PBX SIP trunking.

Features

Nextiva Office offers just about every feature and tool a small business would need in a phone system. This includes unlimited local and long-distance calling, unlimited online faxing, an automated attendant, music on hold, conference calling, HD call connections, and the option to receive voicemails via email and text messages.

One great tool for businesses with multiple locations is the shared call appearance feature. This allows several phones to have the same line assigned to them. This lets employees make and receive calls on their own lines from more than one location. It can be especially valuable for any employees who work in more than one of a business's offices.

The Nextiva Anywhere feature is a valuable tool for employees who often work outside the office. With this, employees can have calls made to their business lines not only ring their desktop phones, but any other phones of their choosing, such as their mobile or home phones.

The system also includes free local and toll-free numbers, free number porting, team presence indicators that show if co-workers are available for a call, and a barge-in tool that allows managers to not only monitor calls between employees and customers, but to join in if need be.

Nextiva's mobile app, available on iOS and Android devices, lets employees make and receive phone calls on their business lines, make video calls, chat via instant message with co-workers, access the company directory, and update and modify call settings, including the do-not-disturb, advanced call-forwarding and simultaneous ring options.

In addition to the vast array of features available with Nextiva Office, Nextiva's call center services include a host of other options. Among the available call center features are an advanced interactive voice-response (IVR) system that quickly directs callers to the right agent, as well as plays greetings, music, advertisements and periodic comfort announcements to callers on hold.

It also includes, call queues, call recording and a remote agent support feature that allows employers to set up phone service for call center agents who aren't located in the office. With this, remote employees can make and receive calls from anywhere, as well as manage those calls just like in-office employees can.

Service Plans

Nextiva Office is available in three service plans – Office Pro, Office Pro Plus and Office Enterprise – that differ in price and features. Each plan has a range of prices that vary based on the number of employees using the system and whether or not a 36-month contract is signed.

The Office Pro plan includes most of the features the system offers, including unlimited calling, voicemail-to-email, virtual faxing, music on hold, shared call appearance and the barge-in tool.

For one to four users, the plan costs $34.95 per user per month without a contract and $32.95 per user per month for those who commit to a three-year deal. The price drops by $5 for each user for businesses with five to 19 users, $10 per employee for businesses with 21 to 99 users, and $13 per employee for businesses with more than 100 workers.

The Office Pro Plus plan includes everything in the Office Pro plan plus one professional recorded greeting, conference calling, access to the mobile app and the team presence feature. For businesses with one to four users, the plan costs $37.95 per user per month without a contract and $35.95 per user per month for those with a three-year contract. The price drops by $5 for each user for businesses with five to 19 users, $10 per employee for businesses with 21 to 99 users, and $13 per employee for businesses with more than 100 workers.

The most expensive option is the Office Enterprise plan. It includes everything in the Office Pro plan plus three professional recorded greetings, call recording and the Nextiva Anywhere feature. For businesses with one to four users, the plan costs $44.95 per user per month without a contract and $42.95 per user per month for those with a three-year contract. The price drops by $5 for each user for businesses with five to 19 users, $10 per employee for businesses with 21 to 99 users, and $13 per employee for businesses with more than 100 workers.

The only other cost is $2.95 per line for the voicemail-to-text feature. Call center licenses are an additional $50 to $100 each per month. There is also a $70 monthly charge for use of the supervisor dashboard. This allows those in charge to run call reports on their employees so they can see how many calls each is making, how long the calls are, etc.

Support

We were very pleased with the level of support we received from Nextiva when we contacted the company posing as a business owner interested in its services.

We called the company multiple times, and each time we had a very positive experience. The representatives we spoke to were friendly and thorough. They each answered our questions with enough detail to give us a clear understanding of how the system works, its features and how much it costs.

One representative we spoke to went as far as to demonstrate as many of the features as he could over the phone. For example, he toggled back and forth between a regular connection and an HD connection to show us how much clearer HD was and put us on hold so we could hear the on-hold music and announcements.

In addition to phone support, we tested out the live chat option, which was just as helpful. When we had quick questions, we sent them along and they were answered within seconds.

Nextiva's U.S.-based support is available via phone, email and live chat between 5 a.m. and 6 p.m. (MT) Monday through Friday and Saturdays between 9 a.m. and 1 p.m. In addition, the Nextiva website offers a number of helpful resources, including how-to articles and FAQs.

To read reviews of other phone system providers, or simply learn more about business phone systems, check out our business phone systems buying guide.

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