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DirectoryEnterprise ApplicationsUnified Communications & CXNextiva
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Nextiva

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Cloud business phone, messaging and video on one platform, with AI that answers customer calls around the clock

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About Nextiva

Nextiva is a cloud communications platform for businesses. Its phone service covers inbound and outbound voice, business SMS and MMS, video meetings, screen and file sharing, and team chat, reached from iOS and Android apps, a Windows and Mac softphone, or the browser. The company names auto attendants, call routing and call flows, IVR, call recording, AI-powered voicemail transcripts and call analytics among the features, and states unlimited nationwide calling, a toll-free number and free number porting on every account. It quotes 99.999% uptime.

On top of that sits an AI layer the company sells as an "AI employee." Nextiva states that XBert answers calls, handles chats, books appointments and resolves issues across voice, SMS and web chat, qualifying caller intent, routing by intent, producing full call transcripts and analytics with extracted action items, updating CRM records and sending follow-ups. It is described as learning from business information the customer provides or that is found on their website, including services, policies, FAQs, business hours and workflows, setting up in under five minutes with no coding, and escalating complex or sensitive issues to a person. A separate AI Receptionist product answers incoming calls around the clock.

Phone plans are published per user per month across three small-business tiers, with contact-center tiers priced per agent for larger deployments, offered on a no-commitment monthly basis or on 12, 24 or 36-month contracts; XBert is priced per interaction. Nextiva states that more than 100,000 businesses use it, and gives its headquarters as Scottsdale, Arizona.

How to evaluate Unified Communications & CX

This is how the CIOPages Research Team evaluates this category. It is not an assessment of Nextiva. The category covers two kinds of product, so both frameworks are here. Most buyers need one of them.

25%
AI Containment & Agentic Automation
Self-service containment rate on your real intents, agentic AI that can take action against back-end systems (not just answer FAQs), graceful AI-to-human handoff with full context, build/tune effort in the bot studio, and guardrails/governance over what the AI is allowed to do
20%
Omnichannel Routing & Orchestration
Skills- and attribute-based routing, a single queue and unified interaction history across voice/chat/email/messaging/social, journey-aware routing, callback and digital deflection, and outbound/dialer depth (predictive, progressive, TCPA controls) if you run campaigns
15%
Agent & Supervisor Experience
A clean unified desktop with screen-pop of customer context, real-time agent assist and next-best-action, after-call summarization, supervisor real-time dashboards and barge/whisper, and how much of this is native vs. a CRM/third-party bolt-on
15%
Workforce Engagement (WEM)
Forecasting and scheduling accuracy at your volume, intraday management, quality management and auto-scoring across 100% of interactions, agent coaching and gamification, and whether WEM is first-party or an embedded OEM you’ll license separately
15%
CRM & Ecosystem Integration
Depth of native CRM integration (Salesforce, Dynamics, ServiceNow, Zendesk), pre-built connectors vs. raw API work, openness of the platform and webhooks/events, and whether customer context flows into the desktop in real time or via brittle sync
10%
Voice Quality, Reliability & Compliance
Carrier/SIP options and BYOC, global PSTN reach and regional voice quality, published uptime SLA and DR posture, and compliance recording, redaction, and certifications (PCI-DSS, SOC 2, HIPAA, GDPR data residency)
25%
Voice & Enterprise Telephony
PSTN connectivity model (provider Calling Plans vs. Operator Connect vs. Direct Routing/BYOC), global number availability and porting, emergency calling (E911 and per-country equivalents), call-control depth (auto-attendant, queues, call flip, ACD), survivability, and analog/paging/device support
20%
Meetings & Collaboration Experience
Audio/video quality at scale, large meetings and webinars, persistent chat and channels, screen/content sharing, room-system (interop and certified hardware) support, and external/guest collaboration
20%
Suite & Ecosystem Fit
Native fit with Microsoft 365 or Google Workspace, identity (Entra ID/Google), calendar and file integration, line-of-business and CRM connectors, open APIs/SDKs and embeddable communications, and interoperability across rival platforms
15%
AI Assistance & Automation
Meeting summaries, transcription, action-item capture and recall, live translation, real-time agent/coaching assist, and — critically — whether the assistant is included or a paid add-on and whether it works only inside its own ecosystem or across Teams/Meet/Zoom
12%
Reliability, Security & Compliance
Uptime SLA (and whether it spans UC and contact center), geographic redundancy, encryption in transit/at rest, call recording and retention, e-discovery and legal hold, and certifications (SOC 2, ISO 27001, HIPAA, GDPR data residency)
8%
Administration & UCaaS/CCaaS Convergence
Single admin console and dial plan, user/number lifecycle management, call-quality analytics, self-service, and how cleanly contact-center seats (CCaaS) share presence, routing, and reporting with UC users

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Quick Facts

www.nextiva.com
CategoryEnterprise Applications
SubcategoryUnified Communications & CX
Founded2008
HeadquartersScottsdale, Arizona, United States