Nextiva

Great communication tool with good customer service.

Commentaires : On the whole, I couldn't be happier with how well Nextiva has worked out for me. In spite of the uncommon platform troubles, I have no hesitation in recommending Nextiva to businesses who are looking for a reliable method of communicating with their customers and employees

Avantages :

Nextiva's support team is available 24/7/365, including holidays and after hours. Members of the support staff are knowledgeable, helpful, and polite. The best part about getting help is that they will work with you to find a solution, rather than just handing you a set of instructions that you may or may not be able to follow. The phone system and service are reliable and available at all times.

Inconvénients :

Basically nothing. Since we've been using Nextiva for years and it's served us well, I've opted to keep it for internal calls and for the advanced functionality that our business software lacks.

Amazing Product

Commentaires : Overall our experience with Nextiva has been great.

Avantages :

What really makes any company is customer service and support. If we can't figure something out or are having issues their support team is always very quick to fix the issue and always have a good attitude.

Inconvénients :

Because we use the call center and call recording functionality some of the sites are hard to get to. Especially being a HIPAA secure account.

Acceptable Service Experience Totally Let Down By Apps

Commentaires : The sales and initial implementation were fine. Shortly after activating, a tech "cleaned up" some settings in my configuration which completely disabled my service. Tech support in that case was prompt and thorough, although they never did call back as promised to make sure everything was fixed. Customer support since then has been a mixed bag. The online configuration is daunting and not something the average user should venture into. I have a computer background and still found it confusing. The service itself (once configured properly) mostly worked fine and if you're using physical phones your experience may be different. However, I wanted to rely on the Windows and Android apps. They are functional, but not friendly. In the best cases, the apps require more steps to do things than should be necessary. For example, to add a contact from a caller ID record in the Windows app, you have to first add the number to contacts and then edit the contact to change the name, rather than just being able to add & edit in one step. There's no way to add contacts in bulk. The Outlook plug-in is broken and simply doesn't work. It's impossible to initiate an SMS message to a new contact; you have to have the contact text you first. You can't set a default view for the app. The online faxing is not integrated into the phone system and has a 1980s interface. The Android app has it's own problems.

Avantages :

The voice service, once configured properly, generally worked fine. I had some rare glitches, but not sure whether they were Nextiva's fault.

Inconvénients :

The Windows and Android softphone apps are sub-par and make no effort to make the customer's life easier. Online fax interface is clunky and out-of-date. Video conferencing is complicated. Software is cluttered with team features I don't need that I can't hide. Configuration is complex and easy to break. Can't initiate SMS texts (contact has to text you first) and no MMS texting. Expensive for what you get.

It's expensive, but they have really good customer service.

Commentaires : It's mostly just communicating with customers. The system makes it easy for us to communicate with the customers, which is exactly what we want.

Avantages :

It's fairly easy to use. They also have excellent customer service. Anytime we need anything, we're able to give them a call and they are able to make the adjustments or show us how to make the adjustments.

Inconvénients :

There are some features that are missing that other voice over IP services have. Specifically, notifications for text messages. Whenever customers text us, we don't get a notification in our email in the same manner that we do when they call us or leave us a voicemail. I think they're working on this functionality, but it has not been implemented yet. A lot of customers text us, and it would be great if we got a notification so that we can get back to them quickly. Also it would be nice if we were able to upload greetings that didn't have to meet the 8K HZ quality thresholds. It would be really nice if we were able to record a simple message on our phone or computer and upload it as a greeting.

Best VoIP system

Avantages :

The Nextiva platform transformed the way our remote workers are able to connect with our clients and customers. Since making the switch, there have been few glitches/down time using the system. Call quality has improved, and support when there is an issue is always there to help!

Inconvénients :

The mobile app is not available to our users in South Africa, but is available in Mexico.