8x8 vs Nextiva
Last Updated:Our analysts compared 8x8 against Nextiva based on data from our 400+ point analysis of Business Phone Systems, user reviews and our own crowdsourced data from our free software selection platform.
Product Basics
8x8 is a unified communications as a service (UCaaS) system that provides cloud PBX functions like unlimited calling, SMS, automated call-attendant, call distribution, recording, three-way calling, visual voicemail and fax. In addition to utilizing its pre-designed meeting rooms, businesses can embed meetings with its Meetings-as-a-Service offering, Jitsi. It integrates with Microsoft Teams, Salesforce and ServiceNow seamlessly.
Its contact center enables omnichannel routing and effective customer engagement through speech and sentiment analysis and workforce management. Companies can establish a local presence through local phone porting with direct dialing across more than 120 countries. Teams can handle greater call volumes through even call distribution to employees for faster turnaround. It is HIPAA, FISMA SP 800-53 R4 and ISO 27001 certified for data governance compliance.
Nextiva allows users to combine customer service and internal business with VoIP phones, analytics and AI all located in a single platform creating a user-friendly, simplified experience. Accessible from anywhere, at any time, it includes video chat, email and message modules for communicating within the business and with customers. It’s equally suitable for small, medium and large companies.
Analytics track sales pipelines, allowing for in-depth insights on how customers interact with the business and what they want and need. Keep customers satisfied with automated switching to direct them to the correct person to help with any questions they may have.
$15
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Yes
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Small
Medium
Large
Small
Medium
Large
Windows
Mac
Linux
Android
Chromebook
Windows
Mac
Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile
Product Assistance
Documentation
In Person
Live Online
Videos
Webinars
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Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
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Product Insights
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- Organized Messages And Calls: Review conversations between clients and agents. Automatically sort all the discussions and store them. Use voicemail transcriptions to label customer feedback appropriately.
- Enhanced Customer Support: Access 24/7 chat, email and phone support. Make use of prompt assistance and receive real-time status alerts.
- Better Collaboration: Share the screen with more than 250 participants simultaneously. Use secure video conferencing and chat tools, making it easier for remote workers.
- Improved Training: Opt for on-premise or one-to-one training options to better the experience. Make use of webinars and detailed guidance from any location.
- All-in-One Communications: Connect employees and customers on a single app that offers all modes of communication including voice, video, chat and more. Reach customers located in over 120 countries with guaranteed uptime and voice quality. Full encryption with a large number of certifications ensures data remains secure.
- Business Phone: Manage voice services utilizing Cloud PBX technologies.
- Call Handling: Take control of calling productivity and privacy with caller ID, call blocking and do not disturb mode. Forward and transfer calls and create a virtual holding area for calls with Call Waiting and Call Parking. Three-way calling allows for three-party collaboration without any additional equipment or time restrictions.
- Customer Experience: Use auto-attendant voice services to route calls, provide self-service options and choose music to play while callers are on hold. Call queues route customers to the appropriate resources.
- Call Management: Balance employee workloads by evenly distributing calls. Monitor calls to ensure customer satisfaction and manage quality control. Assign employee roles and provide access to effective training resources.
- Emergency Services: Remain in compliance with federal emergency dialing requirements and ensure emergency notifications are up-to-date.
- Cost Center: Set up to five levels of hierarchy with site-based cost centers. Customize the structure of cost centers, payment methods and billing contacts.
- Video Conferencing: Reach up to 100 participants in a single HD video conference call.
- Backgrounds: Participants can blur the background of video calls or choose from a variety of backgrounds to create a personalized and professional setting.
- Mobile Browser: From mobile devices, join video calls with the same quality as on desktops.
- Host Controls: Lock meetings, create participant permissions and lobbies, and delegate hosts.
- End-to-End Encryption: Only allow participants with a shared key to join the meeting.
- Invite: Send invitations to a meeting from messages or allow participants to dial-in from more than 50 countries, from any of the included 11 toll-free numbers.
- Record: Record meetings and calls to save to the cloud to reference at a later time or send to participants that did not attend.
- Calendar: Schedule and send meeting invites directly from calendars using Google plug-ins and Microsoft add-ins.
- Stream and Share: Live-stream a conference call on YouTube with an unlimited number of viewers allowed. Share Youtube videos and audio from a computer or browser tab in a meeting.
- Analytics: View insights into meeting usage and adoption.
- Languages: Available in 46 languages.
- Team Chat: Instantly connect with anyone in the company’s global directory via one-on-one chat or with an entire team using team messaging capabilities. Securely share files with one or multiple members and create group chat rooms that are private, invite-only or public.
- Contact Center: Connect with agents, employees and customers through the cloud contact center, with built-in omnichannel routing that provides digital and voice channel support, efficient routing and self-serve capabilities.
- Automatic Call Distribution (ACD): Provide customers with precise caller-to-agent matching by routing to the agent most adept to handling the customer issue at hand, who receives full access to the customer’s history to better assist them.
- Interactive Voice Response (IVR): Provide self-serve call responses using conversational AI technology. Analyze customer journeys by capturing insights via built-in analytical tools.
- Digital Channels: View all digital channels from one single interface, ensuring a seamless customer experience.
- Predictive Dialer: Define dialing strategies, create campaigns, actively manage agent answering processes and more.
- Quality Management: Analyze customer interactions to assess areas in which agents need additional training. Create forms, view scores and track each agent’s progress.
- Customer Surveys: Give customers the opportunity to provide feedback, giving insight into what agents can improve on for future customer interactions.
- Call and Screen Recording: Access recordings using a simple interface protected by authorized supervisor search, playback, archive retrieval and more. Monitor multiple agents at the same time in a single window.
- Payment Processing: Allow customers to securely send payments by directing calls to a specific payment interface. Customers have the ability to enter payment info directly into the phone system. IVR structure eliminates the need for live agent interaction with customers during the payment process.
- APIs: Reach customers with industry-standard APIs that allow for extended functionality through SMS, chat apps, callstats and more.
- SIP Trunking: Access better call quality using tier 1 carriers to give PSTN service replacements such as emergency services and shortcodes, provided in over 40 countries, and toll-free and local numbers available in over 90 countries.
- Third Party App Integrations: Add popular applications such as Microsoft Teams, Salesforce, Google Workspace and more.
- Mobile App: Connect with customers on the go. Stay in touch with customers, partners, employees and others, regardless of geographical locations.
- Web Conferencing: Enhance meetings by using unique and advanced tools. Access unlimited web conferencing to increase productivity and give prompt answers to customers.
- Team Chat: Send secure messages over a shared platform. Enable instant messaging, screen sharing, message history, video calls and more. Access it via iOS, Windows, macOS and Android platforms and allow up to 30 participants.
- Number Porting: Take your existing phone number and transfer it from the current carrier. Keep the existing number to ensure customers can connect without any hassle.
- Extension Dialing Number Change: Control and customize the extension numbering scheme for each location. Enable extensions from two to five digits. Decrease hold time for customers by allowing them to contact employees directly.
- Auto Attendant: Ensure customers don’t waste time. Play an instant automated greeting for customers to choose and connect with the correct department or individual.
- Advanced Call Routing: Determine the number of calls handled. Use a welcome message that lists extensions to ensure they speak with the appropriate individual.
- Call Analytics: Analyze historical data, ensuring informed and objective business decisions. Make predictions regarding future business opportunities and genuine connections with customers.
- Call Screening: Quickly identify spam and don’t waste time answering unwanted calls. Filter incoming calls by matching them to predetermined criteria. Use anonymous call rejection, private call rejection or number blocking to avoid spam callers.
- Call Recording and Rating: Access recordings directly from the reports. Listen, rate and share call recordings with team members. Create reports that organize and analyze company calls.
- Call Park: Place the call on hold or park it to continue conversing with a customer on a different telephone rather than disconnecting the call.
- Conference Bridge: Add a group of people to add to the phone call to facilitate collaboration. Listen to instructions and express options.
- Three-Way Calling: Increase productivity by taking two separate calls and turning them into one. Increase collaboration and efficiency, resulting in faster customer service.
- Conversational AI: Allow callers to describe the reason for calling in a preferred language rather than listening to a menu.
- SIP Trunking: Establish, modify and terminate multimedia sessions. Control voice, video and messaging applications required to converse with customers.
- Priority Alert: Make the phone ring differently based on particular contact and call information. Enable each priority alert to have a list of up to 12 numbers, a specific schedule and a holiday.
- Enhanced Voicemail Options: Add a personal touch to the customer service experience with a voicemail greeting. Send voicemails to another extension’s mailbox, enabling easy sharing of the voicemail with team members. Receive voicemail directly through email and access them whenever required. Read them in a text format instead of listening to the audio repeatedly by receiving it directly on the mobile phone.
- Live Chat: Offer customers the live chat option to connect with real human beings instead of bots. Enable instant responses to customer queries, reducing the time spent waiting endlessly for appropriate answers during chats.
- Unlimited Chat History: View customer conversations starting from their onboarding date. Ensure customers do not waste time by repeating information and become a part of their support team.
- Internal Chat: Allow employees to chat with one another using the same internal messaging tool. Communicate and collaborate with multiple team members without any hassle.
- Internal Wiki: Use help desk software to provide employees with the required information to respond promptly to customer queries. Enable employees to assist an increased number of customers while saving time and maintaining consistency.
- Faster Customer Assistance: Convert the chat into a case for a more extensive conversation. Activate chat/voice/email options in one place, allowing for better customer assistance.
Product Ranking
#14
among all
Business Phone Systems
#16
among all
Business Phone Systems
Analyst Rating Summary
100
95
100
100
100
92
Call coverage
Calling features
Collaboration
Mobile features
Phone numbers
Calling features
Integration & extensibility
Mobile features
Phone numbers
Phone system
Analyst Ratings for Functional Requirements Customize This Data
8x8
Nextiva
Analyst Ratings for Technical Requirements Customize This Data
User Sentiment Summary
586 reviews
794 reviews
8x8 has a 'good' User Satisfaction Rating of 79% when considering 586 user reviews from 6 recognized software review sites.
Nextiva has a 'great' User Satisfaction Rating of 89% when considering 794 user reviews from 4 recognized software review sites.
4.0 (15)
4.9 (17)
4.2 (22)
4.4 (275)
3.96 (234)
n/a
3.8 (24)
4.2 (174)
4.2 (109)
4.6 (328)
3.8 (182)
n/a
Synopsis of User Ratings and Reviews
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Nextiva is a cloud-based platform that helps businesses communicate better with their clients. It offers SMS, chat, voice, video and surveys. The platform allows companies to provide improved customer service experiences. Users unanimously appreciate its usability. The customer support team is forthcoming and helpful according to most. Internet dependability is a major drawback witnessed by users. A huge chunk of users also complain about wait times. In short, organizations of any size looking for software that provides excellent phone services and affordable prices can give this a try.
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