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NICE inContact vs Nextiva Comparison

Overview

NICE inContact delivers the most complete and customer-focused cloud platform for companies to transform their customer experiences.

Nextiva is transforming the way businesses communicate. Nextiva is a communications platform providing businesses with big-business...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Screenshots

Pricing

Starting from
$100/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$18.95/mo.month
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

184

170

55

17

8

  • Value for money
  • Ease of use
  • Features
  • Customer support
88%
would recommend this app

5

4

3

2

1

116

20

17

3

17

  • Value for money
  • Ease of use
  • Features
  • Customer support
80%
would recommend this app

Pros

I like the calls are saved with good quality and that if need be their life can be extended if they are set to be uploaded for a specific period of time.
It makes routing calls and playing messages really easy and it also has great scripting opportunities. I also like how easy it is to use CXone on the agents computers.
Easy to use, great functionality, accessible with screen reading software which is a major plus for our staff. There's great customization of IVR and messaging.

Pros

We researched many companies and Nextiva was by far the best one out there. They were competitive in pricing and the best in customer service.
They are functional, but not friendly. In the best cases, the apps require more steps to do things than should be necessary.
It’s been a vast improvement compared to the old systems and the business is very happy overall with the software.

Cons

Constant email outage notifications for products I dont have, and then when our system DOES fail (inevitably), the e-mail comes 20 minutes after the outage.
If you make one small mistake, it can lead to a whole mess. Creating analytics reports is a challenge as well because the system is not smart enough to learn from the testing we do.
But the numbers seemed wrong. So I pull Contact History, and select for abandons to show.

Cons

The phone system was with a lot of technical problems. Auto attendant not working, CRM not working, SMS not working.
I spent days asking to fix things but each time more problem and more things did not work. We were running in circles with the problems.
Sometimes from the softphone app random phone numbers cause the app to crash randomly. No one at Nextiva can explain why.
  • Vendor responds to reviews
  • Last review4 days ago
  • Vendor responds to reviews
  • Last reviewa month ago

Key features

  • Total features40
  • "What If" Scenarios
  • API
  • Activity Dashboard
  • Automatic Backup
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • CRM Integration
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Callback Scheduling
  • Categorization
  • Chat
  • Collaboration Tools
  • Conferencing
  • Contact Database
  • Contact Management
  • Custom Forms
  • Customer History
  • Customer Service Analytics
  • Customizable Reporting
  • Data Storage Management
  • Drag & Drop Interface
  • Email Alerts
  • Email Notifications
  • Employee Management
  • Escalation Management
  • Fax Management
  • Feedback Collection
  • Feedback Management
  • Forecasting
  • Gamification
  • IVR / Voice Recognition
  • Instant Messaging
  • Mobile Integration
  • Multi-Channel Management
  • Multi-Language
  • Performance Management
  • Permission Management
  • Predictive Dialer
  • Progressive Dialing
  • Queue Manager
  • Request Routing
  • Role-Based Permissions
  • SMS Integration
  • SSL Security
  • Secure Data Storage
  • Self Service Portal
  • Social Media Integration
  • Speech to Text
  • Surveys & Feedback
  • Tagging
  • Text to Speech
  • Third Party Integration
  • Video Conferencing
  • Voice Mail
  • Total features26
  • "What If" Scenarios
  • API
  • Activity Dashboard
  • Automatic Backup
  • Automatic Call Distribution
  • Automatic Lead Distribution
  • CRM Integration
  • Call Center Management
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Callback Scheduling
  • Categorization
  • Chat
  • Collaboration Tools
  • Conferencing
  • Contact Database
  • Contact Management
  • Custom Forms
  • Customer History
  • Customer Service Analytics
  • Customizable Reporting
  • Data Storage Management
  • Drag & Drop Interface
  • Email Alerts
  • Email Notifications
  • Employee Management
  • Escalation Management
  • Fax Management
  • Feedback Collection
  • Feedback Management
  • Forecasting
  • Gamification
  • IVR / Voice Recognition
  • Instant Messaging
  • Mobile Integration
  • Multi-Channel Management
  • Multi-Language
  • Performance Management
  • Permission Management
  • Predictive Dialer
  • Progressive Dialing
  • Queue Manager
  • Request Routing
  • Role-Based Permissions
  • SMS Integration
  • SSL Security
  • Secure Data Storage
  • Self Service Portal
  • Social Media Integration
  • Speech to Text
  • Surveys & Feedback
  • Tagging
  • Text to Speech
  • Third Party Integration
  • Video Conferencing
  • Voice Mail

Integrations

  • Total integrations23
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations6
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

NICE inContact vs. Nextiva

See how NICE inContact and Nextiva stack up against each other by comparing features, pricing, ratings and reviews, integrations, screenshots and security. Compare real user opinions on the pros and cons to make more informed decisions.

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