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Nextiva vs CXone

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Our analysts compared Nextiva vs CXone 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.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots
Nextiva Software Tool
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CXone Software Tool
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Product Basics

Analyst Rating

98 Detailed Analysis

User Sentiment

Great User Sentiment (794 Reviews)

Analyst Rating

83 Detailed Analysis

User Sentiment

Great User Sentiment (2776 Reviews)
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.
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CXone (formerly called inContact) provides contact center and workforce optimization solutions to enterprises. Customers can connect to call agents through more than 30 interaction options including chat, messaging, email, voice calling and social media like Facebook, Twitter, Instagram and Whatsapp. Businesses can monitor contact center and employee performance through a live dashboard that provides basic reporting. Customers are connected to the best skilled resources through automatic call distribution (ACD) based on analytics and artificial intelligence. IVR call flows integrate with analytics to ensure efficient data-directed routing for quicker resolution of customer queries. Workforce intelligence automatically triggers alerts and actions based on historical interactions and scheduling patterns to free up resources. Its no-pause predictive dialer helps call agents get through call lists faster.

Call center analytics include metrics on agent-customer interaction, productivity data, reports and performance management aids. Businesses can get feedback on customer experience through surveys, identify discrepancies and boost productivity. It provides out-of-the-box integrations with Salesforce, Microsoft 365, GSuite, Microsoft Teams, Oracle, Zendesk and RingCentral.
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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
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • 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. 
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  • Enhanced Customer Satisfaction: CXone empowers you to understand and meet customer expectations, fostering loyalty and positive brand perception.
  • Increased Revenue Generation: By streamlining customer interactions and resolving issues swiftly, CXone helps businesses convert leads into loyal customers, driving revenue growth.
  • Improved Agent Productivity: CXone's intuitive interface and automated workflows enable agents to handle customer inquiries efficiently, maximizing productivity and reducing operational costs.
  • Personalized Customer Experiences: CXone's robust CRM capabilities allow businesses to tailor interactions based on customer preferences, creating personalized experiences that foster engagement and build lasting relationships.
  • Data-Driven Decision Making: CXone provides comprehensive analytics and reporting, empowering businesses to make informed decisions based on customer feedback and performance metrics.
  • Omnichannel Support: CXone seamlessly integrates multiple communication channels, ensuring customers can connect with businesses through their preferred methods, enhancing convenience and accessibility.
  • Reduced Customer Churn: By proactively identifying and addressing customer pain points, CXone helps businesses retain customers, reducing churn rates and preserving valuable revenue streams.
  • Improved Employee Engagement: CXone's user-friendly platform and collaborative tools empower agents, fostering job satisfaction and reducing employee turnover.
  • Scalability and Flexibility: CXone is designed to accommodate businesses of all sizes, providing the flexibility to adapt to changing customer needs and business growth.
  • Cloud-Based Accessibility: CXone's cloud-based architecture ensures accessibility from anywhere, enabling businesses to provide consistent customer support regardless of location.
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  • 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. 
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  • Automatic Call Distribution: Connect more customers with the appropriate resources and resolve an increased number of interactions faster. Employ differentiated routing that uses customer data and sentiment for a better overall customer experience. Make use of an intuitive, visual tool with predefined components and collaborate on routing flows.
  • Interactive Voice Response: Avoid the time spent on asking customers the same questions repeatedly. Automate requests through the IVR to facilitate the resolution process. Connect the data using the out-of-the-box CRM, virtual agent and database integrations.
  • Predictive Dialer: Run voice and digital campaigns in an instant. Increase productivity with no pause dialing, reducing hang-ups. Blend inbound and outbound interactions across channels. Choose from various dialing options to ensure compliance even within one campaign.
  • Interaction Channels: Select from over 30 digital and voice channels and instantly grant access to agents whenever required. Increase productivity with control, insight and a consistent interface. Maintain routing for all digital and voice channels with a visual, intuitive tool. Provide customers flexibility and offer virtually any communication channel that satisfies their needs.
  • Conversational AI and Chatbots: Leverage BYO-bot framework to deploy and manage virtual agents and intelligent bots. Handle more customer interactions with pre-built NLP-powered bots. Expand self-service for routine requests. Blend conversational self-service with agent assistance, leading to hassle-free customer journeys.
  • Improved Chat: Streamline chat handling with messaging templates, reducing typing and improving speed. Use bots to collect customer data or automate repetitive steps. Use a single platform to administer and manage the chat channel. Deliver real-time guidance to customers along with co-browsing and hands-on support. Identify when high-value customers are lost or struggling.
  • Messaging: Choose from the most extensive selection of natively implemented channels. Integrate virtually any digital channel with BOYC. Grant agents cross-channel history and add custom fields for customer information, sentiment and more. Analyze data for any digital avenues, including SMS, bots, social messaging and monitoring chat. Handle inbound SMS easily using consistent control and interfaces.
  • Call and Screen Recording: Adhere to PCI, GDPR and HIPAA requirements. Make sure that recordings are always secure and protected. Access and play recordings back without any hassles. Unify call, digital and screen recordings in one interface. Ensure built-in flexibility to meet recording and collaboration needs on the go.
  • FedRAMP: Provide customers with omnichannel options. Facilitate workforce engagement to create an organized, happy and productive environment for employees. Use security protocols to protect private data. Enable staff to serve customers promptly and efficiently.
  • UCaaS Integrations: Help connect agents to valuable experts. Allow pre-built APIs to create a single view for all agent interactions. Identify agent availability for a call or chat and update corporate directories frequently. Connect the agent workforce with leading applications from Microsoft, RingCentral, Zoom, Atos and more.
  • CRM Integrations: Help agents understand customers in a better way. Deploy, scale and extend with a pre-built integration. Increase efficiency with a unified agent desktop and reduce both time and effort. Make informed decisions relying on gainful insights.
  • Interaction Analytics: Improve interactions across channels by identifying outcomes, evaluating the customer experience and more. Prioritize and attack the best improvement opportunities.
  • Real-Time Interaction Guidance: Build rapport and encourage active listening based on AI models that understand customer cues. Provide immediate feedback and use easy-to-understand prompts and specific recommendations.
  • Voice-as-a-Service: Integrate software, infrastructure and telephone into one centralized solution. Eliminate the hassle of dropped and abandoned calls. Use automated provisioning and number porting to save time.
  • Customer Authentication: Validate a customer in the first few seconds of a conversation. Strengthen fraud prevention and ensure safeguarding. Diversify self-service to meet everyday needs such as account balance, points status, password resets and more that need authentication.
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Product Ranking

#15

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Business Phone Systems

#29

among all
Business Phone Systems

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Analyst Rating Summary

98
83
95
88
100
88
92
80
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Calling features
Integration & extensibility
Mobile features
Phone numbers
Phone system
Integration & extensibility
Security
Voicemail & messaging
Call coverage
Calling features

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

Nextiva
CXone
+ Add Product + Add Product
Call Coverage Calling Features Collaboration Mobile Features Phone Numbers Phone System Voice Intelligence & Analytics Voicemail & Messaging 95 100 92 100 100 100 100 100 88 88 80 18 75 84 85 100 0 25 50 75 100
93%
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7%
86%
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14%
100%
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88%
0%
12%
87%
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13%
71%
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29%
100%
0%
0%
17%
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83%
100%
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75%
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25%
100%
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79%
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21%
100%
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86%
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14%
100%
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Analyst Ratings for Technical Requirements Customize This Data Customize This Data

100%
0%
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100%
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100%
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100%
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User Sentiment Summary

Great User Sentiment 794 reviews
Great User Sentiment 2776 reviews
89%
of users recommend this product

Nextiva has a 'great' User Satisfaction Rating of 89% when considering 794 user reviews from 4 recognized software review sites.

84%
of users recommend this product

CXone has a 'great' User Satisfaction Rating of 84% when considering 2776 user reviews from 5 recognized software review sites.

4.9 (17)
4.3 (21)
4.4 (275)
4.3 (1260)
4.2 (174)
4.2 (509)
4.6 (328)
4.3 (197)
n/a
4.1 (789)

Awards

SelectHub research analysts have evaluated Nextiva and concluded it earns best-in-class honors for Calling features, Phone system and Voice intelligence & analytics.

Calling features Award
Phone system Award
Voice intelligence & analytics Award

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Synopsis of User Ratings and Reviews

Customer Support: Extremely helpful, friendly and knowledgeable customer representatives, according to 91% of users.
Cost: According to 90% of users who reviewed this pro, the software is affordable considering the services it offers.
Usability: 100% of users who mentioned the functionality said it’s easy to use.
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Seamless Omnichannel Experience: CXone unifies customer interactions across multiple channels, providing a consistent and personalized experience.
Robust Analytics and Reporting: CXone offers comprehensive analytics and reporting capabilities, enabling businesses to track key metrics and identify areas for improvement.
AI-Powered Automation: CXone leverages AI to automate repetitive tasks, freeing up agents to focus on more complex customer interactions.
Easy-to-Use Interface: CXone's intuitive interface makes it easy for agents to navigate and manage customer interactions efficiently.
Exceptional Customer Support: CXone provides dedicated customer support, ensuring businesses receive prompt assistance and guidance when needed.
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Mobile App: Encounters technical glitches, according to 100% of users who reviewed the mobile app in particular.
Wait Times: According to 67% of users who reviewed this aspect, hold times are longer than usual.
Internet Dependability: 100% of users who mentioned this said the software heavily relies on high-speed internet connection.
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Limited Customization: Users have reported that CXone's customization options are somewhat limited, making it difficult to tailor the platform to their specific business needs.
Steep Learning Curve: Some users have found CXone's interface to be complex and challenging to navigate, requiring a significant investment of time and effort to become proficient.
Integration Challenges: Users have encountered difficulties integrating CXone with their existing systems, leading to data silos and inefficiencies.
Pricing Concerns: CXone's pricing structure has been criticized for being complex and lacking transparency, making it difficult for users to accurately estimate their costs.
Limited Reporting Capabilities: Users have expressed dissatisfaction with CXone's reporting capabilities, citing a lack of flexibility and customization options.
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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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CXone is a popular customer experience software that has received positive user reviews over the past year. Users appreciate its ease of use, comprehensive features, and ability to integrate with other business systems. CXone's strengths include its intuitive interface, which makes it easy for users to navigate and find the information they need. It also offers a wide range of features, including customer relationship management (CRM), marketing automation, and analytics, which allows businesses to manage all aspects of their customer interactions in one place. Additionally, CXone's open API allows it to be easily integrated with other business systems, such as ERP and CRM systems, which can help businesses streamline their operations. While CXone is a strong product, it does have some weaknesses. Some users have reported that it can be expensive, especially for small businesses. Additionally, CXone's reporting capabilities are not as robust as some other products on the market. However, CXone's strengths outweigh its weaknesses, and it is a good choice for businesses that are looking for a comprehensive customer experience solution. CXone is most suited for businesses that are looking for a comprehensive customer experience solution that is easy to use, feature-rich, and can be integrated with other business systems. CXone is a good choice for businesses of all sizes, but it is particularly well-suited for small businesses that do not have the resources to invest in a more expensive solution.

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Screenshots

Top Alternatives in Business Phone Systems

3CX
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Dialpad
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GoToConnect
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Zoom

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Head-to-Head Comparison

Nextiva VS 3CX
Nextiva VS 8x8
Nextiva VS Bitrix24
Nextiva VS CXone
Nextiva VS Dialpad
Nextiva VS Freshcaller
Nextiva VS Fuze
Nextiva VS GoToConnect
Nextiva VS MiCloud Connect
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