Vonage vs Nextiva
Last Updated:Our analysts compared Vonage 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
Vonage integrates phone systems onto both Mac and PC desktops to enable businesses to make calls, send texts, view client contact history, see missed calls and listen to voicemails — all through one single interface. With three-phone connectivity on one extension for seamless access, it provides local number porting, call logs, call queueing, paperless fax, voicemail to email and more. In addition to call monitoring for sales and customer service, it enables automated SMS generation, supporting the marketing lifecycle from lead collection to nurturing to conversion and feedback.
Integrating with Google Calendar, it provides audio and video conferencing on both desktop and mobile. Up to 100 attendees can attend meetings through their browsers, with chat and screen sharing options, without downloading any software. Up to 30 team members can attend conference calls through a password-protected, dedicated number at the click of a button.
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.
$14.99
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Quote-based
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Yes
Request for Free
Request for Free
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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.
- Gamification: Reward employees for achieving a goal. Create engaging activities using game elements, encourage the team, discourage negative behavior and promote altruism. Combine the contact center solution with gamification and the analytics of Salesforce to push the team. Maintain engagement through various tools and meet SLAs. Improve business efficiency, incentivize agents to fully leverage the CRM and transform business operations in the long run.
- Conversation Analyzer: Integrate with the CRM or BI tool to facilitate quality management, compliance, coaching and more, boosting the overall customer experience. Display data in the CRM dashboards to promote the visual segment. Spotlight trends with voice call analysis, instantly identify insights and assess the team’s knowledge. Transcribe, tag and analyze customer conversations. Pair call recordings with transcripts for a better understanding of conversations.
- Real-Time Dashboards: Monitor team and individual performances using custom-built dashboards. Log channel activity into Salesforce to obtain instant reviews and access comprehensive metrics within the Salesforce reporting solution. Get insights about the team’s activities and actions and access real-time and historical data.
- Data Storage: Integrate the contact center solution with Salesforce as the primary data silo to access metrics, call recording links, speech analytics and more. Pair call recordings with transcripts and metrics and allow agents to gather a better understanding based on findings. Judge conversations against the KPIs and tightly secure data and backup material.
- Analytics: Refer to the easy-to-use dashboards for quick insights. Visually organize and analyze client conversations using Einstein Analytics.
- Email Management: Use omnichannel integration to boost the efficiency of teams skilled in both voice and digital. Considerably reduce complex administrative practices through a set of routing rules. Enable customers to enjoy a rich, integrated and consistent experience across channels of their choice.
- LiveAgent Chat: Strengthen customer focus and facilitate personal customer attention. Allow agents to prepare in advance, save time and deliver an accurate response by employing a screen pop of any Salesforce object before accepting the chat. Route the bot conversation to the best agent available. Customize fields, ensure that chats get routed to the best-suited agents and quickly add the website chat button option.
- Omni-Channel: Deliver a consistent customer experience across all Salesforce digital channels and unify all channels. Manage KPIs and uniformly empower both digital and voice agents. Access support for LiveAgent, webchat, live messages, SMS, video chat and others. Attain a quick updated view of customer engagements and access data to initiate personal responses. Share vital customer insights across channels and allow customers to enjoy self-service options and automated answers to questions asked.
- Visual Engagement: Graduate to video and screen share from any channel. Access it on a laptop or mobile device and reduce AHT (Average Handling Time) for inbound interactions over any channel. Establish trust, leading to increased sales and customer satisfaction.
- Webchat: Equip agents with the required tools. Allow agents to access comprehensive customer information while dealing with a request. Save time and enhance efficiency. Enable customers to interact with agents irrespective of the channel, device and channel provider used. Add the webchat code block to the website hassle-free.
- Dialer Capabilities: Eliminate manual dialing and reduce the chances of misdialing. Use caller ID to present a local number, increase pick-up rates and make connections with potential clients. Automatically log all activities and call recordings. Make automatic decisions about call recordings. Allow reps to automatically leave a voicemail and get on another call without wasting time.
- Global Voice Assurance: Move calls between regions and achieve balance in demand. Enable local voice traffic to reduce call charges. Use a local node for nearby calls irrespective of the location of agents or customers. Maintain call quality by tapping into local infrastructure. Use a single plan to distribute calls globally, saving time and delivering operational insights. Achieve the flexibility of switching between providers instantly.
- AI Virtual Assistant: Put an end to robotic, non-connected conversations and access enhanced self-serve requests, better understanding and prompt actions.
- Intelligent IVR: Remain better prepared to tackle customer needs. Process agentless card payments using the PCI-DSS solution and communicate directly with the payment gateway, reducing customer effort and maintaining data protection. Personalize IVR options and messages. Handle simple requests without agents and keep agents for dealing with more complicated queries.
- Screen Recording: Integrate a CRM and capture multiple screens. Enjoy synchronized audio and video features. Identify and resolve agent productivity issues. Facilitate sharing agent behavior with the appropriate teams.
- Call Recording: Ensure call recording even after transferring a call to a third party. Enable outbound call recordings and effortlessly access recordings when required. Save high costs by encrypting recordings through AES256. Safeguard recordings by storing them in the Vonage cloud.
- 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
#11
among all
Business Phone Systems
#16
among all
Business Phone Systems
Analyst Rating Summary
94
95
96
100
100
92
Collaboration
Integration & extensibility
Mobile features
Phone numbers
Security
Calling features
Integration & extensibility
Mobile features
Phone numbers
Phone system
Analyst Ratings for Functional Requirements Customize This Data
Vonage
Nextiva
Analyst Ratings for Technical Requirements Customize This Data
User Sentiment Summary
894 reviews
794 reviews
Vonage has a 'great' User Satisfaction Rating of 84% when considering 894 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.
4.1 (17)
4.9 (17)
4.3 (296)
4.4 (275)
4.07 (260)
n/a
4.0 (230)
4.2 (174)
4.6 (68)
4.6 (328)
4.4 (23)
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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