Compare Salesforce Service Cloud Software and Nextiva 
At a Glance
Market Segments
Mid-Market (42.7% of reviews)
Small-Business (77.5% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Starting at $15.00 1 User Per Month
Agentforce Service (formerly Salesforce Service Cloud)
Star Rating
(7,291)4.4 out of 5
Market Segments
Mid-Market (42.7% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansNextiva
Star Rating
(3,513)4.5 out of 5
Market Segments
Small-Business (77.5% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $15.00 1 User Per Month
Browse all 6 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Agentforce Service excels in its powerful AI capabilities, which help agents resolve issues faster and with greater accuracy. Users appreciate its ability to automate routine tasks and integrate seamlessly with Salesforce data, making it a robust choice for businesses looking for comprehensive support solutions.
- Users say that Nextiva stands out for its straightforward usability, particularly in the VoIP space. Many find it easier to navigate compared to other applications, which enhances their day-to-day operations. The quick setup process is also frequently highlighted, with users noting that it takes just minutes to get started.
- According to verified reviews, Agentforce Service has a significantly higher overall G2 Score, indicating greater user satisfaction across various metrics. This suggests that businesses looking for a more feature-rich and versatile platform may find Agentforce Service to be a better fit.
- Reviewers mention that while Nextiva offers excellent customer service, which is often described as responsive and helpful, Agentforce Service also provides strong support, though it may not match the same level of satisfaction reported by Nextiva users.
- Users highlight that Agentforce Service is particularly configurable, allowing businesses to tailor the platform to their specific needs. This flexibility is a key advantage for mid-market companies that require a solution that can adapt to various workflows.
- G2 reviewers note that while Nextiva is favored by small businesses for its affordability and ease of use, Agentforce Service's higher entry-level price reflects its extensive capabilities, making it a more suitable option for organizations that need a comprehensive service cloud solution.
Pricing
Entry-Level Pricing
Agentforce Service (formerly Salesforce Service Cloud)
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
Nextiva
Core
Starting at $15.00
1 User Per Month
For small teams! Reliably run your business and communicate with your team and customers through unified voice, video, SMS, and digital channels with instant setup, no hardware, centralized conversations, and built-in tools for productivity, collaboration, and responsiveness.
- Inbound & Outbound Voice
- Business SMS
- Video Meetings
Free Trial
Agentforce Service (formerly Salesforce Service Cloud)
Free Trial is available
Nextiva
Free Trial is available
Ratings
Meets Requirements
8.6
2,830
9.0
2,801
Ease of Use
8.4
5,427
8.7
2,846
Ease of Setup
7.9
4,181
8.4
2,134
Ease of Admin
8.2
1,553
8.6
1,986
Quality of Support
8.3
2,605
9.0
2,787
Has the product been a good partner in doing business?
8.7
1,533
8.8
1,967
Product Direction (% positive)
8.3
2,777
8.3
2,683
Features by Category
Ticket and Case Management
8.5
1214
|
Verified
Not enough data
8.4
1218
|
Verified
Not enough data
8.3
1259
|
Verified
Not enough data
8.3
1172
|
Verified
Not enough data
8.1
984
Not enough data
7.9
1170
|
Verified
Not enough data
8.3
1152
|
Verified
Not enough data
8.5
1057
|
Verified
Not enough data
Generative AI
7.7
182
Not enough data
7.6
180
Not enough data
Agentic AI - Help Desk
8.4
70
Not enough data
8.4
63
Not enough data
8.3
65
Not enough data
Communication Channels
8.4
1024
|
Verified
Not enough data
8.6
1213
|
Verified
Not enough data
8.1
858
Not enough data
8.0
810
|
Verified
Not enough data
8.1
770
Not enough data
Platform
7.8
556
|
Verified
Not enough data
8.3
819
|
Verified
Not enough data
8.6
695
|
Verified
Not enough data
8.3
631
|
Verified
Not enough data
8.2
1155
|
Verified
Not enough data
8.2
1174
|
Verified
Not enough data
Administration
8.8
231
Not enough data
8.8
230
Not enough data
8.6
228
Not enough data
Knowledge Management
8.8
223
Not enough data
8.6
214
Not enough data
8.5
213
Not enough data
Compliance
8.7
230
Not enough data
8.7
228
Not enough data
8.6
228
Not enough data
8.6
225
Not enough data
Customer Support
8.2
213
Not enough data
8.2
207
Not enough data
8.0
195
Not enough data
Data Security
8.6
219
Not enough data
8.7
221
Not enough data
9.0
221
Not enough data
9.1
222
Not enough data
Administration
8.6
214
Not enough data
8.9
214
Not enough data
9.0
218
Not enough data
Generative AI
7.6
151
Not enough data
Channels
8.6
127
Not enough data
8.3
119
Not enough data
7.6
118
Not enough data
Design
8.4
116
Not enough data
8.0
116
Not enough data
8.3
119
Not enough data
8.4
120
Not enough data
8.5
115
Not enough data
Generative AI
7.5
112
Not enough data
7.6
111
Not enough data
Usability
8.6
205
Not enough data
8.6
208
Not enough data
8.7
206
Not enough data
Reporting
8.7
206
Not enough data
8.3
199
Not enough data
8.6
203
Not enough data
Generative AI
7.6
180
Not enough data
7.6
181
Not enough data
Quality Assurance
8.8
71
Not enough data
8.7
68
Not enough data
8.7
70
Not enough data
Engagement
8.8
69
Not enough data
8.8
69
Not enough data
8.8
69
Not enough data
Performance
8.7
70
Not enough data
8.8
70
Not enough data
Generative AI
7.8
60
Not enough data
8.0
61
Not enough data
Channels
7.5
277
9.4
194
7.4
270
7.9
176
7.9
275
7.7
174
7.4
267
8.2
178
8.8
282
8.2
168
Generative AI
7.0
218
7.6
84
Functions
7.9
271
8.7
173
8.0
268
8.6
173
7.6
259
8.8
174
7.2
256
8.1
171
7.2
257
8.2
169
7.2
261
8.5
176
7.7
260
8.5
169
8.0
260
8.4
165
Agentic AI - Contact Center
9.3
7
8.8
11
9.5
7
9.2
11
8.6
7
9.2
11
9.0
7
9.2
11
Administrative
7.9
257
8.3
167
8.5
261
9.0
175
8.5
260
8.9
175
7.7
249
8.4
165
7.7
254
8.3
160
Workforce Management
7.9
58
Not enough data
7.9
57
Not enough data
7.5
57
Not enough data
7.8
56
Not enough data
7.6
56
Not enough data
Administration
8.2
58
Not enough data
8.3
56
Not enough data
8.4
56
Not enough data
7.7
55
Not enough data
7.7
55
Not enough data
Conversational Platform
8.5
103
Not enough data
8.7
103
Not enough data
8.1
100
Not enough data
8.3
106
Not enough data
Support Automation
8.2
102
Not enough data
8.1
100
Not enough data
8.1
102
Not enough data
8.0
100
Not enough data
Generative AI
7.4
96
Not enough data
7.5
95
Not enough data
Platform
Not enough data
8.1
466
Not enough data
8.6
666
Not enough data
8.6
584
Not enough data
8.9
692
Not enough data
8.8
606
Not enough data
8.3
502
Not enough data
8.6
603
Generative AI
Not enough data
7.7
295
Workforce Management
Not enough data
8.7
607
Not enough data
8.7
565
Call Center Infrastructure (CCI)
Not enough data
8.8
8
Not enough data
8.8
8
Not enough data
8.8
8
Not enough data
8.8
8
Administrative
Not enough data
8.7
594
Not enough data
8.7
624
Customer Support
8.3
146
Not enough data
8.0
142
Not enough data
8.3
141
Not enough data
Automation
8.3
149
Not enough data
8.2
146
Not enough data
8.1
146
Not enough data
Artificial Intelligence
7.6
140
Not enough data
7.7
138
Not enough data
7.4
138
Not enough data
Generative AI
7.8
109
Not enough data
7.8
109
Not enough data
7.8
109
Not enough data
Communication
8.5
312
|
Verified
Not enough data
8.6
331
|
Verified
Not enough data
8.4
277
|
Verified
Not enough data
8.5
279
|
Verified
Not enough data
7.8
161
Not enough data
Internal Use
8.3
819
|
Verified
Not enough data
8.3
297
|
Verified
Not enough data
8.5
289
|
Verified
Not enough data
8.4
320
|
Verified
Not enough data
8.5
290
|
Verified
Not enough data
8.7
324
|
Verified
Not enough data
Generative AI
7.3
127
Not enough data
Self-Service Experience
8.6
595
Not enough data
8.3
579
Not enough data
8.3
528
Not enough data
8.0
214
Not enough data
8.4
224
Not enough data
Self-Service Platform
8.4
223
Not enough data
8.6
231
Not enough data
7.6
202
Not enough data
8.5
216
Not enough data
Agentic AI - Customer Self-Service
8.6
7
Not enough data
8.6
7
Not enough data
9.0
8
Not enough data
8.6
7
Not enough data
8.6
7
Not enough data
9.0
7
Not enough data
8.8
7
Not enough data
Generative AI
7.9(won by default)
55
Not enough data
8.1(won by default)
55
Not enough data
Process
8.6(won by default)
245
Not enough data
8.6(won by default)
265
Not enough data
8.3(won by default)
226
Not enough data
Channels
8.8(won by default)
274
Not enough data
8.4(won by default)
249
Not enough data
8.6(won by default)
232
Not enough data
8.6(won by default)
233
Not enough data
8.6(won by default)
215
Not enough data
Insight
8.6(won by default)
231
Not enough data
8.8(won by default)
266
Not enough data
8.5(won by default)
205
Not enough data
8.7(won by default)
253
Not enough data
Generative AI
8.0
80
Not enough data
7.9
81
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Survey Management
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Not enough data
Process Management
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
Not enough data
System Management
9.1
30
Not enough data
8.7
29
Not enough data
Basic Communication - Cloud PBX
Not enough data
9.4
30
Not enough data
9.1
29
Not enough data
9.3
28
Not enough data
8.5
24
Not enough data
8.7
28
Not enough data
9.0
27
Advanced Features - Cloud PBX
Not enough data
9.1
26
Not enough data
9.3
29
Not enough data
9.2
29
Not enough data
9.1
26
Platform Basics - VoIP Providers
Not enough data
8.7
63
Not enough data
8.8
77
Not enough data
8.2
58
Not enough data
8.0
65
Not enough data
7.9
54
Not enough data
7.8
54
Basic Communication
Not enough data
9.2
1668
|
Verified
Not enough data
7.9
900
|
Verified
Not enough data
8.3
1052
|
Verified
Not enough data
7.7
831
Not enough data
8.6
1160
|
Verified
Not enough data
9.1
1338
|
Verified
Agentic AI - VoIP Providers
Not enough data
7.7
40
Not enough data
7.8
40
Not enough data
7.6
40
Not enough data
7.7
41
Access
Not enough data
8.0
904
Not enough data
8.1
899
Not enough data
8.5
1038
|
Verified
Advanced Features
Not enough data
8.3
1172
|
Verified
Not enough data
8.6
1240
|
Verified
Not enough data
9.1
1485
Voice Recognition - AI Voice Assistants
Not enough data
Not enough data
Speech Synthesis - AI Voice Assistants
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security and privacy - AI Voice Assistants
Not enough data
Not enough data
Compatibility - AI Voice Assistants
Not enough data
Not enough data
Agentic AI - UCaaS Platforms
Not enough data
8.1
7
Not enough data
8.1
7
Not enough data
8.3
8
Not enough data
8.6
7
Extensions
Not enough data
8.5
149
|
Verified
Not enough data
9.1
158
|
Verified
Not enough data
8.8
147
|
Verified
Features
Not enough data
9.2
183
|
Verified
Not enough data
8.5
154
Not enough data
8.3
142
|
Verified
Not enough data
9.0
156
|
Verified
Not enough data
8.4
146
|
Verified
Not enough data
Feature Not Available
Categories
Categories
Shared Categories
Agentforce Service (formerly Salesforce Service Cloud) and Nextiva are categorized as Contact Center
Unique Categories
Agentforce Service (formerly Salesforce Service Cloud) is categorized as Digital Customer Service Platforms, Contact Center Quality Assurance, Conversational Support, Complaint Management, Customer Communications Management, Contact Center Knowledge Base, Social Customer Service, Live Chat, Help Desk, Contact Center Workforce, Enterprise Feedback Management, Customer Self-Service, and Customer Service Automation
Nextiva is categorized as UCaaS Platforms, AI Voice Assistants, VoIP Providers, Call Center Infrastructure (CCI), and Cloud PBX Platforms
Reviews
Reviewers' Company Size
Agentforce Service (formerly Salesforce Service Cloud)
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Nextiva
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
11.3%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.3%
Non-Profit Organization Management
3.8%
Other
63.7%
Hospital & Health Care
6.0%
Insurance
5.7%
Construction
5.3%
Financial Services
4.7%
Real Estate
4.0%
Other
74.4%
Alternatives
Discussions
How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?
4 Comments
AB
Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls...Read more
How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?
3 Comments
JS
Customer 360 and being able to hand off cases effectivelyRead more
Does salesforce have a customer portal?
3 Comments
AK
In recent years, playing at online casinos has grown in popularity, and https://woocasinoaustralia.com is one of the best options out there for those seeking...Read more
What is VoIP feature?
3 Comments
SC
Voip feature just means you can make calls over the internet, rather than a connected phone line or cell network.
Read more
What is Nextiva used for?
2 Comments
CK
They are in the business of sneak auto-renewals, being difficult to reach, and deferring everything to their legal department. Read more
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