# Agentforce Service (formerly Salesforce Service Cloud) vs Nextiva Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Agentforce Service excels in providing a user-friendly experience, with features like automation and centralized customer data that enhance team productivity and efficiency. Users appreciate how it helps manage customer support effectively, allowing for faster and more consistent responses.
- **Users say** Nextiva stands out for its reliable phone services, particularly for remote workers and outside sales teams. Reviewers highlight the seamless communication capabilities and consistently clear call quality, making it a dependable choice for businesses that prioritize connectivity.
- **According to verified reviews** , Agentforce Service has a significantly higher overall G2 Score, indicating greater user satisfaction. This is reflected in feedback praising its detailed dashboards and case management automation, which help teams stay organized and deliver better customer experiences.
- **Reviewers mention** that while Nextiva is easy to navigate and offers great features like call forwarding and conference calling, it may not provide the same level of comprehensive customer support management as Agentforce Service. Users looking for robust case management tools might find Agentforce more suitable for their needs.
- **G2 reviewers highlight** that Agentforce Service's implementation process is quick and intuitive, which is a significant advantage for teams looking to get up and running without extensive delays. In contrast, some users of Nextiva have noted that while it is user-friendly, the setup can take longer than expected.
- **Users appreciate** the quality of support from Nextiva, often citing the professionalism and responsiveness of their customer service team. However, Agentforce Service also receives positive remarks for its support, though it slightly trails behind Nextiva in this area, indicating that both platforms have strengths in customer service but differ in user experiences.



| | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 7,330 | 3,557 | 
| **Largest Market Segment** | Mid-Market (42.7% of reviews) | Small-Business (77.3% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | Starting at $15.00 1 User Per Month | 

---
## Top Pros & Cons

### Agentforce Service (formerly Salesforce Service Cloud)

Pros:
- Ease of Use (1259 reviews)
- Features (1102 reviews)

Cons:
- Complexity (697 reviews)
- Learning Curve (583 reviews)

### Nextiva

Pros:
- Customer Support (127 reviews)
- Ease of Use (117 reviews)

Cons:
- Complexity (25 reviews)
- Difficult Configuration (25 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2847 reviews) | 9.0 (2829 reviews) | 
  | **Ease of Use** | 8.4 (5459 reviews) | 8.7 (2876 reviews) | 
  | **Ease of Setup** | 7.9 (4212 reviews) | 8.4 (2161 reviews) | 
  | **Ease of Admin** | 8.2 (1559 reviews) | 8.6 (1986 reviews) | 
  | **Quality of Support** | 8.3 (2623 reviews) | 9.0 (2813 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1540 reviews) | 8.8 (1967 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2795 reviews) | 8.3 (2708 reviews) | 

---
## Pricing

### Agentforce Service (formerly Salesforce Service Cloud)

#### Entry-Level Pricing

Plan: Starter Suite

Price: Starting at $25.00 1 User Per Month

Description: The simple CRM suite for marketing, sales, service, and commerce.

Key Features:
- Case Management
- Knowledge Management
- Salesforce Mobile App

[Browse all 5 editions](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/pricing)

#### Free Trial

Yes

### Nextiva

#### Entry-Level Pricing

Plan: Core

Price: Starting at $15.00 1 User Per Month

Description: 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.

Key Features:
- Inbound & Outbound Voice
- Business SMS
- Video Meetings

[Browse all 6 editions](https://www.g2.com/products/nextiva/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1725 |
| **Nextiva** | N/A | N/A |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1215 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | 8.4 (1226 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.4 (1276 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | 8.3 (1184 reviews) ✓ Verified | Not enough data | 
| **SLA Management** | 8.1 (984 reviews) | Not enough data | 
| **Attachments/Screencasts** | 7.9 (1169 reviews) ✓ Verified | Not enough data | 
| **Ticket Collaboration** | 8.3 (1156 reviews) ✓ Verified | Not enough data | 
| **Customer and Contacts Database** | 8.5 (1070 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **AI Text Generation** | 7.7 (182 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (181 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Autonomous Task Execution** | 8.6 (75 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.4 (67 reviews) | Not enough data | 
| **Proactive Assistance** | 8.5 (70 reviews) | Not enough data | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Customer Portal** | 8.4 (1026 reviews) ✓ Verified | Not enough data | 
| **Email to Case** | 8.6 (1215 reviews) ✓ Verified | Not enough data | 
| **Chat/Live Support** | 8.2 (863 reviews) | Not enough data | 
| **Social Integration** | 8.0 (810 reviews) ✓ Verified | Not enough data | 
| **Voice** | 8.1 (771 reviews) | Not enough data | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Mobile User Support** | 7.8 (557 reviews) ✓ Verified | Not enough data | 
| **Customization ** | 8.3 (822 reviews) ✓ Verified | Not enough data | 
| **User, Role, and Access Management** | 8.6 (702 reviews) ✓ Verified | Not enough data | 
| **Integration** | 8.3 (644 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 8.2 (1164 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 8.3 (1181 reviews) ✓ Verified | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 261 |
| **Nextiva** | N/A | N/A |

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Database Management ** | 8.8 (232 reviews) | Not enough data | 
| **Data Workflows** | 8.8 (231 reviews) | Not enough data | 
| **Issue Management** | 8.7 (229 reviews) | Not enough data | 

#### Knowledge Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Knowledge Base** | 8.8 (225 reviews) | Not enough data | 
| **Publishing Workflows** | 8.6 (215 reviews) | Not enough data | 
| **Analytics** | 8.5 (214 reviews) | Not enough data | 

#### Compliance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Policies and Controls** | 8.7 (231 reviews) | Not enough data | 
| **Data Governance** | 8.7 (229 reviews) | Not enough data | 
| **Compliance** | 8.6 (229 reviews) | Not enough data | 
| **Auditing** | 8.6 (226 reviews) | Not enough data | 

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Intelligent Search** | 8.2 (214 reviews) | Not enough data | 
| **Suggestions** | 8.2 (208 reviews) | Not enough data | 
| **Decision Trees** | 8.0 (197 reviews) | Not enough data | 

#### Data Security

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Risk Data Attributes** | 8.6 (220 reviews) | Not enough data | 
| **Data Transport** | 8.7 (222 reviews) | Not enough data | 
| **Access Management** | 9.0 (222 reviews) | Not enough data | 
| **Multi-Factor Authentication** | 9.1 (223 reviews) | Not enough data | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Integrations** | 8.6 (215 reviews) | Not enough data | 
| **User, Role, and Access Management** | 8.9 (216 reviews) | Not enough data | 
| **Performance and Reliability** | 8.9 (220 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **AI Text Summarization** | 7.6 (152 reviews) | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 136 |
| **Nextiva** | N/A | N/A |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Multi-Channel Coverage** | 8.6 (128 reviews) | Not enough data | 
| **Open Listening** | 8.4 (120 reviews) | Not enough data | 
| **Physical Media** | 7.6 (119 reviews) | Not enough data | 

#### Design

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Communications Strategy Development** | 8.4 (118 reviews) | Not enough data | 
| **Create Content** | 8.0 (119 reviews) | Not enough data | 
| **Personalization** | 8.3 (121 reviews) | Not enough data | 
| **Inbound Identification** | 8.4 (121 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.5 (116 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **AI Text Generation** | 7.5 (113 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (112 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 218 |
| **Nextiva** | N/A | N/A |

#### Usability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **All-Employee Access** | 8.6 (205 reviews) | Not enough data | 
| **Supporting Documents** | 8.6 (208 reviews) | Not enough data | 
| **Two-Way Communication** | 8.7 (206 reviews) | Not enough data | 

#### Reporting

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Priority Case Alerts** | 8.7 (206 reviews) | Not enough data | 
| **Trend Analysis** | 8.3 (199 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (204 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **AI Text Generation** | 7.6 (180 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (181 reviews) | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 81 |
| **Nextiva** | N/A | N/A |

#### Quality Assurance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Evaluation** | 8.8 (72 reviews) | Not enough data | 
| **Calibration** | 8.7 (69 reviews) | Not enough data | 
| **Reports** | 8.7 (72 reviews) | Not enough data | 

#### Engagement

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Feedback** | 8.8 (70 reviews) | Not enough data | 
| **Dashboards** | 8.9 (70 reviews) | Not enough data | 
| **Training** | 8.7 (70 reviews) | Not enough data | 

#### Performance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Integrations** | 8.7 (71 reviews) | Not enough data | 
| **Compliance** | 8.8 (71 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **AI Text Generation** | 7.8 (61 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (62 reviews) | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 312 |
| **Nextiva** | 8.5/10 | 207 |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Voice** | 7.5 (277 reviews) | 9.4 (194 reviews) | 
| **Social** | 7.4 (270 reviews) | 7.9 (176 reviews) | 
| **Web Chat** | 7.9 (276 reviews) | 7.7 (174 reviews) | 
| **Mobile SMS** | 7.4 (267 reviews) | 8.2 (178 reviews) | 
| **Email** | 8.8 (283 reviews) | 8.2 (168 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **AI Text-to-Speech** | 7.0 (218 reviews) | 7.6 (84 reviews) | 

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Session Routing** | 7.9 (271 reviews) | 8.7 (173 reviews) | 
| **Session Queuing** | 8.0 (269 reviews) | 8.6 (173 reviews) | 
| **Concurrent Calling** | 7.6 (259 reviews) | 8.8 (174 reviews) | 
| **Speech Analytics** | 7.2 (256 reviews) | 8.1 (171 reviews) | 
| **Auto Dialer** | 7.2 (257 reviews) | 8.2 (169 reviews) | 
| **IVR** | 7.2 (261 reviews) | 8.5 (176 reviews) | 
| **Inbound Screen Pop** | 7.7 (260 reviews) | 8.5 (169 reviews) | 
| **Persistent Data** | 8.0 (261 reviews) | 8.4 (165 reviews) | 

#### Agentic AI - Contact Center

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Autonomous Task Execution** | 9.3 (7 reviews) | 8.8 (11 reviews) | 
| **Cross-system Integration** | 9.6 (8 reviews) | 9.2 (11 reviews) | 
| **Natural Language Interaction** | 8.6 (7 reviews) | 9.2 (11 reviews) | 
| **Proactive Assistance** | 9.0 (7 reviews) | 9.2 (11 reviews) | 

#### Administrative

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Session Summary Notes** | 7.9 (257 reviews) | 8.3 (167 reviews) | 
| **Administrator Access** | 8.5 (261 reviews) | 9.1 (176 reviews) | 
| **Reporting & Dashboards** | 8.5 (260 reviews) | 8.9 (176 reviews) | 
| **Session Recording** | 7.7 (250 reviews) | 8.4 (166 reviews) | 
| **Agent Scheduling and Assignment** | 7.7 (255 reviews) | 8.3 (160 reviews) | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 64 |
| **Nextiva** | N/A | N/A |

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Agent Availability** | 7.9 (59 reviews) | Not enough data | 
| **Skills Management** | 7.9 (58 reviews) | Not enough data | 
| **Shift Scheduling** | 7.5 (58 reviews) | Not enough data | 
| **Agent Self-Service** | 7.8 (57 reviews) | Not enough data | 
| **Mobile Access** | 7.6 (57 reviews) | Not enough data | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Automation** | 8.3 (60 reviews) | Not enough data | 
| **Performance Analysis** | 8.3 (58 reviews) | Not enough data | 
| **Dashboards** | 8.4 (58 reviews) | Not enough data | 
| **Forecasting** | 7.7 (56 reviews) | Not enough data | 
| **Intraday Management** | 7.7 (56 reviews) | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 120 |
| **Nextiva** | N/A | N/A |

#### Conversational Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Personalization** | 8.6 (105 reviews) | Not enough data | 
| **Omnichannel** | 8.7 (104 reviews) | Not enough data | 
| **Contextual Engagement** | 8.1 (101 reviews) | Not enough data | 
| **Proactive Engagement** | 8.3 (107 reviews) | Not enough data | 

#### Support Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Intelligent Routing** | 8.2 (103 reviews) | Not enough data | 
| **Seamless Escalation** | 8.2 (101 reviews) | Not enough data | 
| **Transcripts** | 8.1 (103 reviews) | Not enough data | 
| **Self-Serve Support** | 8.0 (101 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **AI Text Generation** | 7.4 (97 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (96 reviews) | Not enough data | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Nextiva** | 8.6/10 | 772 |

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Omnichannel** | Not enough data | 8.1 (466 reviews) | 
| **Mobile Access** | Not enough data | 8.6 (667 reviews) | 
| **Queue Management** | Not enough data | 8.6 (585 reviews) | 
| **Call Routing** | Not enough data | 8.9 (693 reviews) | 
| **Call Back** | Not enough data | 8.8 (606 reviews) | 
| **IVR** | Not enough data | 8.3 (502 reviews) | 
| **Automatic Call Distribution** | Not enough data | 8.6 (604 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | 7.7 (295 reviews) | 

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Call Monitoring** | Not enough data | 8.7 (607 reviews) | 
| **Performance Evaluation** | Not enough data | 8.7 (565 reviews) | 

#### Call Center Infrastructure (CCI)

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.8 (8 reviews) | 
| **Cross-system Integration** | Not enough data | 8.8 (8 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.8 (8 reviews) | 
| **Proactive Assistance** | Not enough data | 8.8 (8 reviews) | 

#### Administrative

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Call Recording** | Not enough data | 8.7 (594 reviews) | 
| **Reporting & Dashboards** | Not enough data | 8.7 (624 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 174 |
| **Nextiva** | N/A | N/A |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Text** | 8.3 (147 reviews) | Not enough data | 
| **Speech** | 8.0 (144 reviews) | Not enough data | 
| **Knowledge Base** | 8.3 (144 reviews) | Not enough data | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Ticket Resolution** | 8.3 (152 reviews) | Not enough data | 
| **Customization** | 8.2 (148 reviews) | Not enough data | 
| **Intelligent Routing** | 8.1 (148 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Learning** | 7.6 (143 reviews) | Not enough data | 
| **Language** | 7.7 (140 reviews) | Not enough data | 
| **Conversational AI** | 7.4 (139 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1010 |
| **Nextiva** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **AI Text Generation** | 7.8 (110 reviews) | Not enough data | 
| **AI Text Summarization** | 7.8 (111 reviews) | Not enough data | 
| **AI Text-to-Speech** | 7.8 (110 reviews) | Not enough data | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Pop-up Chat** | 8.5 (313 reviews) ✓ Verified | Not enough data | 
| **Notifications** | 8.6 (332 reviews) ✓ Verified | Not enough data | 
| **Targeted Emails** | 8.4 (279 reviews) ✓ Verified | Not enough data | 
| **In-App Messaging** | 8.5 (281 reviews) ✓ Verified | Not enough data | 
| **Co-Browsing** | 7.8 (162 reviews) | Not enough data | 

####  Internal Use

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Customization ** | 8.3 (822 reviews) ✓ Verified | Not enough data | 
| **Conversation Archiving** | 8.3 (298 reviews) ✓ Verified | Not enough data | 
| **Lead Development** | 8.5 (290 reviews) ✓ Verified | Not enough data | 
| **Knowledge Base** | 8.4 (322 reviews) ✓ Verified | Not enough data | 
| **Team Inbox ** | 8.5 (292 reviews) ✓ Verified | Not enough data | 
| **Customer Profiles** | 8.7 (326 reviews) ✓ Verified | Not enough data | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 736 |
| **Nextiva** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **AI Text Summarization** | 7.3 (128 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Knowledge Base** | 8.6 (597 reviews) | Not enough data | 
| **Searchable Articles** | 8.3 (580 reviews) | Not enough data | 
| **Community Forums** | 8.3 (529 reviews) | Not enough data | 
| **Mobile Optimization** | 8.0 (216 reviews) | Not enough data | 
| **Personalization** | 8.4 (227 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Branding** | 8.4 (225 reviews) | Not enough data | 
| **Automation** | 8.6 (234 reviews) | Not enough data | 
| **Artificial Intelligence** | 7.7 (204 reviews) | Not enough data | 
| **Integrations** | 8.5 (217 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Autonomous Task Execution** | 8.5 (8 reviews) | Not enough data | 
| **Multi-step Planning** | 8.5 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 8.9 (9 reviews) | Not enough data | 
| **Adaptive Learning** | 8.8 (8 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.8 (8 reviews) | Not enough data | 
| **Proactive Assistance** | 8.8 (8 reviews) | Not enough data | 
| **Decision Making** | 8.8 (8 reviews) | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 341 |
| **Nextiva** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **AI Text Generation** | 7.9 (56 reviews) | Not enough data | 
| **AI Text Summarization** | 8.1 (56 reviews) | Not enough data | 

#### Process

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Mentions** | 8.6 (246 reviews) | Not enough data | 
| **Tickets** | 8.6 (266 reviews) | Not enough data | 
| **Macros** | 8.3 (227 reviews) | Not enough data | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Email** | 8.8 (275 reviews) | Not enough data | 
| **Social** | 8.4 (250 reviews) | Not enough data | 
| **Live Chat** | 8.5 (233 reviews) | Not enough data | 
| **Phone** | 8.6 (234 reviews) | Not enough data | 
| **Text** | 8.6 (216 reviews) | Not enough data | 

#### Insight

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Surveys** | 8.6 (232 reviews) | Not enough data | 
| **Reporting** | 8.8 (267 reviews) | Not enough data | 
| **Visitor Activity** | 8.5 (206 reviews) | Not enough data | 
| **Help Desk** | 8.7 (254 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 89 |
| **Nextiva** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **AI Text Generation** | 8.0 (81 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (82 reviews) | Not enough data | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 34 |
| **Nextiva** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **AI Text Generation** | Feature Not Available | Not enough data | 
| **AI Text Summarization** | Feature Not Available | Not enough data | 

#### Survey Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Brand Design Consistency** | 8.7 (31 reviews) | Not enough data | 
| **Survey Deployment** | 8.3 (31 reviews) | Not enough data | 
| **Feedback Collection** | 8.6 (31 reviews) | Not enough data | 
| **Device Responsiveness** | 8.7 (31 reviews) | Not enough data | 

#### Process Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Feedback Aggregation** | 8.3 (31 reviews) | Not enough data | 
| **Trigger Alerts** | 8.4 (30 reviews) | Not enough data | 
| **Real-Time Analysis** | 8.7 (31 reviews) | Not enough data | 
| **Real-Time Action** | 8.6 (30 reviews) | Not enough data | 

#### System Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Security** | 9.0 (31 reviews) | Not enough data | 
| **System Monitoring** | 8.7 (30 reviews) | Not enough data | 

### Cloud PBX Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Nextiva** | 9.1/10 | 43 |

#### Basic Communication - Cloud PBX

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Call Management** | Not enough data | 9.4 (31 reviews) | 
| **Communication Management** | Not enough data | 9.1 (30 reviews) | 
| **Scalability** | Not enough data | 9.3 (28 reviews) | 
| **Integrations** | Not enough data | 8.5 (24 reviews) | 
| **Mobile Accessibility** | Not enough data | 8.7 (31 reviews) | 
| **Accessibility** | Not enough data | 9.0 (28 reviews) | 

#### Advanced Features - Cloud PBX

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Security and Compliance** | Not enough data | 9.1 (26 reviews) | 
| **Analytics and Reporting** | Not enough data | 9.3 (29 reviews) | 
| **Support and Reliability** | Not enough data | 9.1 (30 reviews) | 
| **Automated attendant** | Not enough data | 9.1 (27 reviews) | 

### VoIP Providers

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Nextiva** | 8.2/10 | 1782 |

#### Platform Basics - VoIP Providers

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **PBX systems, VoIP Softphone** | Not enough data | 8.6 (64 reviews) | 
| **Call Management** | Not enough data | 8.7 (91 reviews) | 
| **Network monitoring** | Not enough data | 8.2 (58 reviews) | 
| **Integrations** | Not enough data | 8.1 (66 reviews) | 
| **Virtual PBX** | Not enough data | 7.9 (53 reviews) | 
| **SIP trunking services** | Not enough data | 7.7 (53 reviews) | 

#### Basic Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Phone Calls** | Not enough data | 9.2 (1690 reviews) ✓ Verified | 
| **Video Calls** | Not enough data | 7.9 (899 reviews) ✓ Verified | 
| **Instant Messaging** | Not enough data | 8.3 (1056 reviews) ✓ Verified | 
| **Screen Sharing** | Not enough data | 7.7 (830 reviews) | 
| **Conference Calls** | Not enough data | 8.6 (1161 reviews) ✓ Verified | 
| **Desk-to-Desk Calls** | Not enough data | 9.1 (1339 reviews) ✓ Verified | 

#### Agentic AI - VoIP Providers

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.7 (40 reviews) | 
| **Cross-system Integration** | Not enough data | 7.8 (40 reviews) | 
| **Adaptive Learning** | Not enough data | 7.6 (39 reviews) | 
| **Proactive Assistance** | Not enough data | 7.6 (40 reviews) | 

#### Access

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Software Pairing** | Not enough data | 8.0 (903 reviews) | 
| **Browser Extension** | Not enough data | 8.1 (898 reviews) | 
| **Individual Download** | Not enough data | 8.5 (1039 reviews) ✓ Verified | 

#### Advanced Features

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Hold Music** | Not enough data | 8.3 (1173 reviews) ✓ Verified | 
| **Automated Attendants** | Not enough data | 8.6 (1244 reviews) ✓ Verified | 
| **VOiP Number** | Not enough data | 9.1 (1488 reviews) | 

### AI Voice Assistants

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Nextiva** | N/A | N/A |

#### Voice Recognition - AI Voice Assistants

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Voice Recognition** | Not enough data | Not enough data | 

#### Speech Synthesis - AI Voice Assistants

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Speech Synthesis** | Not enough data | Not enough data | 
| **Customizable speech** | Not enough data | Not enough data | 
| **Multiple voice actions** | Not enough data | Not enough data | 

#### Security and privacy - AI Voice Assistants

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Encrypted communication** | Not enough data | Not enough data | 

#### Compatibility - AI Voice Assistants

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Cross platform compatibility** | Not enough data | Not enough data | 

### UCaaS Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Nextiva** | 8.6/10 | 203 |

#### Agentic AI - UCaaS Platforms

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.1 (7 reviews) | 
| **Cross-system Integration** | Not enough data | 8.1 (7 reviews) | 
| **Adaptive Learning** | Not enough data | 8.3 (8 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.6 (7 reviews) | 

#### Extensions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Tenancy Flexibility** | Not enough data | 8.5 (149 reviews) ✓ Verified | 
| **Native VoIP** | Not enough data | 9.1 (159 reviews) ✓ Verified | 
| **CCaaS Option** | Not enough data | 8.8 (147 reviews) ✓ Verified | 

#### Features

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Voicemail to Email** | Not enough data | 9.2 (185 reviews) ✓ Verified | 
| **Voicemail to SMS** | Not enough data | 8.5 (154 reviews) | 
| **File Sharing** | Not enough data | 8.3 (142 reviews) ✓ Verified | 
| **Voice Conferencing** | Not enough data | 9.0 (156 reviews) ✓ Verified | 
| **Video Conferencing** | Not enough data | 8.4 (146 reviews) ✓ Verified | 
| **Conference Transcripts** | Not enough data | Feature Not Available | 

---
## Categories
**Shared Categories (1):** [Contact Center Software](https://www.g2.com/categories/contact-center)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (13):** [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Help Desk Software](https://www.g2.com/categories/help-desk), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation)

**Unique to Nextiva (5):** [UCaaS Platforms](https://www.g2.com/categories/ucaas-platforms), [AI Voice Assistants](https://www.g2.com/categories/ai-voice-assistants), [VoIP Providers](https://www.g2.com/categories/voip-providers), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [Cloud PBX Platforms Software](https://www.g2.com/categories/cloud-pbx-platforms)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Nextiva | 
|---|---|---|
| **Small-Business** | 18.7% | 77.3% | 
| **Mid-Market** | 42.7% | 21.5% | 
| **Enterprise** | 38.5% | 1.2% | 

### By Industry

#### Agentforce Service (formerly Salesforce Service Cloud)

- **Information Technology and Services:** 11.5%
- **Computer Software:** 9.2%
- **Financial Services:** 7.6%
- **Manufacturing:** 4.3%
- **Non-Profit Organization Management:** 3.8%
- **Hospital & Health Care:** 3.6%
- **Consulting:** 3.2%
- **Retail:** 2.9%
- **Insurance:** 2.6%
- **Telecommunications:** 2.4%
- **Other:** 48.9%

#### Nextiva

- **Hospital & Health Care:** 6.0%
- **Insurance:** 5.7%
- **Construction:** 5.3%
- **Financial Services:** 4.6%
- **Real Estate:** 3.9%
- **Information Technology and Services:** 3.9%
- **Health, Wellness and Fitness:** 3.8%
- **Medical Practice:** 3.6%
- **Law Practice:** 3.5%
- **Legal Services:** 3.2%
- **Other:** 56.6%

---
## Alternatives

### Alternatives to Agentforce Service (formerly Salesforce Service Cloud)

- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (430 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (737 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7606 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6937 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3854 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3746 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1111 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (555 reviews)

### Alternatives to Nextiva

- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (546 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1583 reviews)
- [RingEX](https://www.g2.com/products/ringex/reviews) — 4.2/5 stars (1356 reviews)
- [GoTo Connect](https://www.g2.com/products/goto-connect/reviews) — 4.4/5 stars (1414 reviews)
- [8x8 Work](https://www.g2.com/products/8x8-work/reviews) — 4.2/5 stars (924 reviews)
- [Vonage Business Communications](https://www.g2.com/products/vonage-business-communications/reviews) — 4.3/5 stars (500 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)
- [Dialpad Connect](https://www.g2.com/products/dialpad-connect/reviews) — 4.4/5 stars (4165 reviews)
- [Intermedia Unite](https://www.g2.com/products/intermedia-unite/reviews) — 4.5/5 stars (520 reviews)

---
## Top Discussions

### Agentforce Service (formerly Salesforce Service Cloud)

- Title: [How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/discussions/how-is-salesforce-service-cloud-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) — 4 comments
  > **Top comment:** "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..."
- Title: [How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?](https://www.g2.com/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) — 3 comments, 1 upvote
  > **Top comment:** "Customer 360 and being able to hand off cases effectively"
- Title: [Does salesforce have a customer portal?](https://www.g2.com/discussions/does-salesforce-have-a-customer-portal) — 3 comments
  > **Top comment:** "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..."
- Title: [What is Salesforce customer community?](https://www.g2.com/discussions/what-is-salesforce-customer-community) — 2 comments
  > **Top comment:** "Salesforce customer community is a platform that allows businesses to connect with their customers and provide them with personalized and self-service..."
- Title: [Can salesforce have a lightweight application typically for startups](https://www.g2.com/discussions/can-salesforce-have-a-lightweight-application-typically-for-startups) — 2 comments, 1 upvote
  > **Top comment:** "After so many attempts in getting my funds back which I lost to a fake platform called mycoinbanking.com I lost the total of $348.000.  I needed the profit..."

### Nextiva

- Title: [What is VoIP feature?](https://www.g2.com/discussions/what-is-voip-feature) — 3 comments
  > **Top comment:** "Voip feature just means you can make calls over the internet, rather than a connected phone line or cell network. 
"
- Title: [What does nextiva do?](https://www.g2.com/discussions/what-does-nextiva-do) — 3 comments
  > **Top comment:** "provide phone service"
- Title: [How has Nextiva revolutionized business communication systems with its VoIP solutions?](https://www.g2.com/discussions/how-has-nextiva-revolutionized-business-communication-systems-with-its-voip-solutions) — 2 comments
  > **Top comment:** "From my perspective - Nextiva made everything seamless like it's part of my normal work system/equipment.  I don't feel like I have to do any extra logging..."
- Title: [What is Nextiva used for?](https://www.g2.com/discussions/what-is-nextiva-used-for) — 2 comments
  > **Top comment:** "They are in the business of sneak auto-renewals, being difficult to reach, and deferring everything to their legal department. "
- Title: [For those who switched to Nextiva from another service, whom did you come from, and do you feel there is parity between Nextiva and your previous provider?](https://www.g2.com/discussions/for-those-who-switched-to-nextiva-from-another-service-whom-did-you-come-from-and-do-you-feel-there-is-parity-between-nextiva-and-your-previous-provider) — 2 comments, 1 upvote
  > **Top comment:** "Good day everyone on this platform I wanna use this medium to express how you can recover your lost fund from forex, binary options scam companies or fake..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/agentforce-service-formerly-salesforce-service-cloud-vs-nextiva)