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Nextiva: Customer Service software

Nextiva is a unified communications platform that combines business phone systems, contact centers, and automated customer service agents.

Collaboration & Productivity Customer Service

What is Nextiva?

Nextiva provides a cloud-based communication and customer experience platform engineered to consolidate distinct communication pathways into a unified operational environment. The software combines corporate voice calls, internal team messaging, video conferencing, SMS, email, live website chat, and social channels. By bringing these communication methods together into a unified system, businesses can monitor customer interactions and internal conversations without switching between separate tools.

The platform operates through desktop and mobile applications, including the NextivaONE client and the NEXT operational command center. Staff members across diverse roles—such as frontline representatives, store associates, office managers, and executive leaders—share access to real-time interaction details and customer communication histories. Centralized management features allow administrators to configure call flows, adjust user access levels, and set routing rules across individual storefronts, regional branches, or enterprise deployments.

A central component of the software is XBert, an autonomous AI assistant created to manage customer conversations across phone calls, text messages, web chat, and email. Trained on an organization's specific services, operating hours, internal guidelines, and knowledge documentation, XBert completes routine tasks such as scheduling appointments, answering common inquiries, capturing intake information, and updating CRM records. When a request requires human judgment, XBert transfers the interaction to an available team member alongside complete context.

For direct visual collaboration and online visitor engagement, the system includes native video conferencing capabilities alongside customizable web chat widgets. Video meetings incorporate automated notes, action item extraction, presentation screen sharing, and calendar sync features. Web chat capabilities allow teams to construct drag-and-drop chat flows, send proactive chat invitations based on visitor behavior, collect pre-chat background details, and evaluate feedback through post-chat surveys.

Nextiva is deployed on redundant cloud infrastructure designed to support continuous operation, backed by a 99.999% uptime benchmark across multi-location networks. The platform's security framework complies with SOC 2 standards, offers HIPAA-eligible deployment options for healthcare providers, and satisfies PCI-DSS security standards to protect payment card information collected over voice or digital messaging channels.

Main category
Customer Service
Also listed in
Collaboration & Productivity
Official website
nextiva.com
Status
Not yet published

Nextiva use cases

Retail Store Operations and Inventory Inquiries

Retailers utilize Nextiva and XBert AI to handle customer inquiries regarding item availability, operating hours, return rules, and order status. The AI assistant can reserve items for in-store pickup and process phone orders without staff intervention. This allows store floor employees to stay focused on assisting walk-in shoppers while ensuring phone callers receive prompt answers, helping retail businesses prevent missed sales during busy shopping periods.

Legal Client Intake and Case Tracking

Law firms deploy the platform to automate initial client intake and maintain organized communication records. When attorneys are in court, depositions, or client meetings, XBert answers incoming phone calls, gathers initial case facts, qualifies prospective clients, and books consultations. The platform automatically records and transcribes conversations, linking notes to client profiles so legal teams retain thorough records for compliance and case management.

Healthcare Patient Scheduling and Triage

Medical clinics and healthcare providers use Nextiva's HIPAA-eligible infrastructure to manage patient communications, after-hours calls, and appointment requests. XBert guides patients through intake procedures, answers facility questions, and manages booking schedules 24 hours a day. When patients report urgent medical concerns, the system instantly routes the call to on-duty healthcare personnel along with captured caller details.

Remote Video Collaboration and Automated Notes

Distributed teams host video conferences, client presentations, and internal standup meetings using built-in video conferencing. Teams invite up to 25 active video participants and 250 audio dial-in guests who can join through web browsers without installing software. XBert AI records sessions, transcribes discussions, extracts action items, and emails summaries to participants, keeping calendar events synced across Outlook and Google Calendar.

Website Lead Conversion and Customer Support

E-commerce and service businesses embed customizable chat widgets on site pages to assist online visitors. Drag-and-drop chatbot flows answer routine queries using knowledge base content, collect pre-chat lead data, and execute post-chat satisfaction surveys. If an inquiry needs human intervention, the system transfers the conversation transcript to live agents, who can respond via desktop or mobile apps.

Multi-Channel Contact Center Interaction Management

High-volume service centers manage inbound and outbound communications across voice, SMS, email, and social media channels from a unified interface. Intelligent routing directs calls and messages based on agent skills, department, or location, while sentiment analysis flags caller mood changes during interactions. Supervisors monitor real-time dashboards to track queue depth, agent performance, and customer satisfaction scores.

Alternatives to Nextiva

Other tools in Customer Service, listed A–Z. No vendor pays to appear here.

NiceJobNiceJob is a reputation management tool that automates online review collection and customer referral requests. It is designed for service businesses aiming to increase local search visibility, showcase customer feedback, and encourage repeat bookings. OutgrowOutgrow is a no-code platform used to create interactive calculators, web forms, custom chatbots, and online quizzes. It helps marketing teams capture qualified leads, collect user feedback, and improve customer engagement across digital channels. respond.ioRespond.io is a customer conversation platform that unifies chat, email, and phone interactions into a single inbox. It helps businesses manage customer journeys across multiple communication channels and automatically qualify leads. SendcloudSendcloud is a shipping platform that connects e-commerce businesses with global carriers to manage fulfillment operations. It helps online retailers automate parcel dispatching, handle customer returns, and track package deliveries in one place. ServiceM8ServiceM8 is job management and client relationship software that assists with scheduling work orders, generating quotes, and collecting payments. Trade contractors and service businesses use the application to organize field operations and manage client communication. ShorShor is a link management tool that consolidates multiple URLs into a single link for social media profiles and messaging platforms. Social media users and content creators use it to share multiple web destinations through their bio links. ShoreShore is business management software that combines online appointment scheduling, client administration, and point-of-sale transaction processing. It is designed for salons, studios, and wellness practices to organize staff shifts, manage room bookings, and accept client payments. StampEzeeStampEzee is a digital loyalty platform that enables businesses to create custom stamp cards and run automated reward campaigns. It is intended for physical and retail businesses seeking to encourage repeat customer visits through gamified rewards and analytics.

Nextiva FAQs

How many participants can join a Nextiva video meeting?

Nextiva video conferencing accommodates up to 25 live video participants in a single meeting room. For larger gatherings, as many as 250 participants can join using audio dial-in capabilities. Both video and audio attendees share the same virtual meeting space and can interact together. Screen sharing, meeting chat, and host controls are available during sessions.

Do meeting guests need to install software or register an account?

No download or account creation is required for external meeting guests. Participants can enter video calls straight from a web browser using the meeting link. For regular account users and meeting hosts, full operational features, call controls, and team messaging are available via the NextivaONE app for desktop and mobile devices.

How does XBert AI provide accurate answers to customer questions?

XBert AI learns directly from an organization's internal business rules, service offerings, business hours, help documentation, and historical conversations rather than broad public internet data. Grounded in actual company details, XBert can answer common inquiries, qualify leads, and schedule appointments with high precision without guessing, maintaining consistent brand voice across calling, texting, and chat channels.

What happens when XBert AI encounters a complex request?

If a customer inquiry requires human judgment or falls outside XBert's configured guardrails, the AI assistant performs a smooth transfer to an available staff member. The interaction routes to the team alongside full conversation transcripts and context notes, allowing human representatives to resolve complex or urgent requests without forcing callers to repeat information.

How long are video meeting recordings stored in the cloud?

Meeting recordings initiated by hosts or set to record automatically are retained in cloud storage for 30 days. Meeting hosts and co-hosts can share recording links and AI-generated summaries with participants or absent colleagues using secure web URLs throughout the 30-day retention window before files expire.

How is live chat added to a website?

To deploy live chat, administrators adjust the widget's visual design—such as color schemes, logos, and fonts—in NextivaCX, then embed a single JavaScript snippet into their site. Nextiva offers integration instructions for platforms like Shopify, WordPress, Wix, Squarespace, GoDaddy, and custom web builds, allowing teams to complete setup in approximately 15 minutes.

How does web chat handle visitor inquiries when staff members are offline?

When no agents are active, businesses can maintain automated support using two methods. The XBert AI chatbot can remain active 24/7, answering visitor questions using knowledge base articles and structured conversation flows. Alternatively, teams can display offline messaging forms that capture a visitor's contact information and question so staff members can respond when returning online.

Does Nextiva meet security compliance standards for regulated industries?

Yes. Nextiva operates on SOC 2-audited cloud infrastructure and provides HIPAA-eligible setup options for healthcare practices managing patient communications. In addition, the platform complies with PCI-DSS benchmarks, protecting payment card information shared over voice calling or digital customer service channels with the same security controls used by financial institutions.

Which calendar tools integrate with Nextiva for appointment scheduling?

Nextiva connects directly with Google Calendar and Microsoft Outlook Calendar, as well as scheduling tools like Calendly and Cal.com. These integrations allow XBert AI to view real-time staff availability, book consultations, modify appointments, send automated reminders, and maintain synchronized calendar schedules without manual back-and-forth communication.

Can employees manage customer chats and phone calls from mobile devices?

Yes. The NextivaONE mobile application is available on iOS and Android devices, allowing team members to handle customer communications outside the office. Staff can receive phone calls, reply to live website chats, send business text messages, view conversation histories, and participate in video meetings while keeping their personal phone number private.

Who uses Nextiva?

Nextiva is designed for organizations ranging from solo practitioners and small local businesses to multi-location enterprises and global brands. It serves frontline employees, store associates, support representatives, attorneys, store managers, contact center agents, and executive leadership across retail, healthcare, legal services, technology, education, finance, and hospitality sectors.

  • Solo practitioners
  • Small local businesses
  • Multi-location retail chains
  • Law firms
  • Healthcare practices
  • Contact centers
  • Distributed enterprises
  • Financial institutions

Nextiva pros and cons

Until real users review Nextiva, this tab shows what the vendor highlights and the points worth checking — never invented opinions.

What Nextiva highlights

  • Combines voice, text, video, web chat, email, and social channels in one desktop and mobile interface.
  • Autonomous XBert AI agent trained on internal company data to manage routine calls, chat, and scheduling.
  • High availability infrastructure supported by a 99.999% uptime benchmark.
  • Security compliance including SOC 2 auditing, HIPAA-eligible infrastructure, and PCI-DSS payment protection.
  • Native integrations with popular CRM systems, legal practice tools, electronic health records, and calendars.

Points to check before choosing

  • The vendor's website does not state whether a free trial period is offered.
  • Cloud storage for meeting recordings is capped at 30 days, requiring external archiving for long-term retention.
  • Video meetings support a maximum of 25 live video participants, which buyers with large broadcast needs should verify.
  • Specific data residency options or international server hosting locations are not detailed on the website.

Nextiva features

XBert AI Agent

XBert serves as an autonomous digital assistant capable of conducting customer dialogues through voice calls, text messaging, website chat, and email. Trained on an organization's specific offerings, rules, operating schedules, and reference documentation, XBert responds to inquiries, qualifies incoming leads, schedules calendar bookings, and updates record systems. When requests require human judgment, XBert transfers the interaction to company personnel alongside background details.

NextivaONE Application

NextivaONE provides a centralized application across desktop computers and mobile devices that unifies business phone capabilities, video meetings, internal team chat, and external messaging channels. Operating on iOS, Android, and web browsers, the software enables staff to place calls, send text messages, review historical communications, and coordinate with colleagues using their professional identity regardless of location.

Intelligent Conversation Routing

The platform incorporates a routing engine that directs incoming phone calls, text messages, and web chats based on caller intent, representative skills, business operating hours, physical location, or custom priority rules. XBert assesses user intent during initial contact to direct complex inquiries to the appropriate department or individual, minimizing wait times and avoiding extra transfers.

Embedded HD Video Conferencing

Nextiva includes built-in video conferencing that supports up to 25 active video participants alongside 250 dial-in audio attendees per session. External guests join directly through web browsers without installing applications or setting up user accounts. The tool provides screen sharing, in-meeting messaging, co-host management, host mute toggles, and video camera settings controls.

AI Meeting Summaries and Action Items

Powered by XBert AI, this feature transcribes video meetings automatically or upon request. The software evaluates conversations live to generate concise recaps, highlight key choices, and compile task items for meeting attendees. Audio-visual recordings and generated notes remain stored in cloud storage for 30 days and can be shared through secure links.

Customizable Website Chat Widget

The live chat feature permits organizations to embed branded chat windows across any website page. Users can adjust widget color schemes, fonts, company logos, placement, and pre-chat data entry fields. It supports proactive invitations triggered by visitor page behavior, automated greeting messages, language identification, and post-chat customer satisfaction or Net Promoter Score surveys.

Visual Drag-and-Drop Chatbot Builder

A visual workflow designer enables teams to create automated conversation flows without writing custom code. Connected directly to internal knowledge bases and help documentation, the chatbot answers routine inquiries autonomously. Chatbots display information using text, images, image carousels, embedded video clips, and clickable buttons, transferring unresolved issues to human agents.

Call Recording and AI Transcription

Inbound and outbound phone calls can be recorded automatically or on demand for quality monitoring and compliance purposes. Nextiva converts voice recordings into searchable text transcripts, generates summary recaps, extracts key follow-up tasks, and attaches documentation to customer profiles within integrated CRM software to preserve complete conversation histories.

Real-Time Agent Assist and Sentiment Analysis

Designed to support customer service agents during live interactions, this capability evaluates ongoing discussions in real time. It monitors customer tone to flag shifts in emotional sentiment and presents relevant reference articles or suggested replies on the representative's screen, guiding staff toward faster resolutions and improved communication quality.

Multi-Channel Unified Inbox

The unified inbox aggregates incoming phone calls, SMS texts, email messages, website chat conversations, and social network messages from platforms like LinkedIn, Twitter, Facebook, Instagram, and WhatsApp into a single view. Support representatives can view and reply to all communications from one interface, keeping conversation histories continuous across channels.

Live Operational Analytics and Dashboards

The reporting suite provides managers with real-time visibility into operational performance across communication pathways. Live dashboards display active chat metrics, queue volume, call answer rates, average response times, representative availability, and post-interaction satisfaction scores, alongside long-term reports on calling activity and video meeting usage.

Enterprise Security and Compliance Infrastructure

Built on redundant cloud infrastructure designed to maintain a 99.999% uptime standard, Nextiva delivers SOC 2-audited system protection. The platform architecture offers HIPAA-eligible options for healthcare organizations and meets PCI-DSS guidelines to protect payment card details gathered during voice calls or digital messaging interactions.

Nextiva pricing

We don't publish prices: they change often and differ by country. Check current plans on Nextiva's own pricing page.

Nextiva organizes its services into tiered subscription plans, including Core and Engage, with optional AI modules such as XBert available to add as needed. All base plans include business phone capabilities and internal team messaging, while higher tiers add features like toll-free numbers, customer SMS, and advanced routing tools. Custom quotes and product demonstrations can be requested from the sales team.

Free plan
No
Free trial
Not stated on the site

Nextiva integrations

Nextiva integrates with external CRM platforms, calendar applications, ticketing tools, healthcare EHR systems, and e-commerce applications. The platform offers CTI connectors, browser extensions, and pre-built integrations to sync contact details, log phone activity, and automate scheduling across external software tools.

  • ServiceTitan
  • Cal.com
  • Square
  • Shopify
  • Clover
  • GoHighLevel
  • Calendly
  • Outlook Calendar
  • Google Calendar
  • Pipedrive
  • Epic
  • ModMed
  • eClinicalWorks
  • Microsoft Teams
  • Chrome Extension
  • HubSpot
  • Salesforce
  • Zoho
  • Jack Henry
  • Oracle NetSuite
  • ConnectWise
  • Zendesk
  • Bullhorn
  • Microsoft Outlook
  • Microsoft Dynamics
  • Oracle Sales Cloud
  • ServiceNow
  • Act! CRM
  • Workbooks
  • SugarCRM
  • GoldMine
  • Lotus Notes
  • Clio
  • MyCase
  • Wix
  • GoDaddy
  • WordPress
  • Squarespace

Nextiva support

Nextiva offers customer support through an online Help Center containing documentation, product guides, and searchable articles. Users can engage in live web chat sessions with support representatives or call support directly at 800-285-7995 or 800-799-0600. Step-by-step setup guides are provided for software installation and website chat widget integration.

  • Help Center documentation
  • Live chat support
  • Phone support (800-285-7995)
  • Phone support (800-799-0600)

Nextiva reviews

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