Kayako vs Nextiva
Side-by-side comparison of features, pricing, and integrations.
Quick Verdict
Kayako offers fewer features (42 vs 94) and more integrations (30 vs 12). Starting price: Kayako at $35/mo vs Nextiva at $15/mo. Kayako has 39 unique features while Nextiva has 91 unique features, with 3 features in common.
| Kayako | Nextiva | |
|---|---|---|
| Category | Customer Support | Customer Support |
| Total Features | 42 | 94 |
| AI-Powered Features | 3 | 26 |
| Starting Price | $35/mo | $15/mo |
| Pricing Tiers | 4 | 3 |
| Integrations | 30 | 12 |
| Shared Features | 3 | |
| Shared Integrations | 3 | |
| Data Quality | 71% | 95% |
Feature Comparison by Category
AI Capabilities (0 vs 9)
| Feature | Kayako | Nextiva |
|---|---|---|
| AI Answering Service | ||
| AI Classification | ||
| AI Transcription & Summarization | ||
| Data Loss Prevention | ||
| Language Detection & Translation | ||
| Sentiment Analysis | ||
| Speech to Text | ||
| Text-to-Speech | ||
| XBert AI Receptionist |
Agent Tooling (0 vs 5)
| Feature | Kayako | Nextiva |
|---|---|---|
| Automated Dispositioning | ||
| Generative AI Knowledge Base | ||
| Language Detection | ||
| Redaction in Digital Workitems | ||
| Secure Payment Agent Assist |
Analytics (4 vs 6)
| Feature | Kayako | Nextiva |
|---|---|---|
| Advanced Reporting | ||
| CSAT Surveys | ||
| Chat Ratings | ||
| Conversational Analytics | ||
| Real-Time Dashboards | ||
| Reports & Analytics | ||
| Reports with Generic Queries | ||
| Sentiment Analysis | ||
| Voice Analytics | ||
| Widgets & Customization |
Architecture (0 vs 8)
| Feature | Kayako | Nextiva |
|---|---|---|
| 99.999% Uptime | ||
| CRM Note API | ||
| Disaster Recovery | ||
| Hybrid Cloud Deployment | ||
| Nextiva Integration Universe | ||
| No Maintenance Windows | ||
| REST APIs | ||
| Security Certifications |
Automation (4 vs 0)
| Feature | Kayako | Nextiva |
|---|---|---|
| AI-Powered Chatbot | ||
| Article Recommendations | ||
| Macros | ||
| Workflow Builder |
Automation & Productivity (0 vs 16)
| Feature | Kayako | Nextiva |
|---|---|---|
| Bot-to-Agent-to-Bot Journeys | ||
| Internal Team Collaboration | ||
| Mobile App | ||
| Monitoring and Coaching | ||
| Nextiva App | ||
| Process Automation | ||
| Quality Monitoring Surveys | ||
| Real-Time Presence | ||
| Team Chat & Collaboration | ||
| Team Collaboration | ||
| Team Productivity | ||
| Unified Agent Experience | ||
| Workflow Automation | ||
| Workflow Engine | ||
| Workforce Engagement & Management |
Communication (12 vs 0)
| Feature | Kayako | Nextiva |
|---|---|---|
| Chat Pre-Chat Forms | ||
| Chat Transfer | ||
| Co-browsing | ||
| Live Chat | ||
| Multi-Channel Support | ||
| Offline Messages | ||
| Proactive Invitations | ||
| Social Media Integration | ||
| Typing Indicators | ||
| Video Chat | ||
| Visitor Monitoring | ||
| WhatsApp Integration |
Customer Experience (0 vs 24)
| Feature | Kayako | Nextiva |
|---|---|---|
| ACD Call Back | ||
| Auto Attendant | ||
| Call Queues | ||
| Call Routing | ||
| Contact Management | ||
| Conversational Commerce | ||
| Customer Journey Orchestration | ||
| In-Queue Sidebar | ||
| Inbound Sales and Service Call Center | ||
| Intelligent Routing | ||
| Intelligent Virtual Assistant | ||
| Journey Orchestration | ||
| Omnichannel Conversation History | ||
| Priority and Skills-Based Routing | ||
| Robust ACD Algorithms |
Customization (1 vs 0)
| Feature | Kayako | Nextiva |
|---|---|---|
| Custom Branding |
Engagement Channels (0 vs 19)
| Feature | Kayako | Nextiva |
|---|---|---|
| Business SMS | ||
| Business VoIP | ||
| Conference Lines | ||
| Customer-to-Team SMS Messaging | ||
| Digital Fax | ||
| Email Management | ||
| HD Voice Quality | ||
| Live Chat | ||
| Messaging Apps Integration | ||
| Omnichannel Engagement | ||
| Online Faxing | ||
| Screenshare & File Share | ||
| Smartphone App | ||
| Social and Review Management | ||
| Toll-Free Number |
Integration (2 vs 0)
| Feature | Kayako | Nextiva |
|---|---|---|
| API Access | ||
| Webhooks |
Outbound Dialing (0 vs 7)
| Feature | Kayako | Nextiva |
|---|---|---|
| Blended Inbound & Outbound Calling | ||
| DID Number Management | ||
| Lead Filtering | ||
| List and Campaign Management | ||
| Outbound Dialing | ||
| Progressive, Predictive Outbound Dialing | ||
| TCPA Guardrails |
Productivity (5 vs 0)
| Feature | Kayako | Nextiva |
|---|---|---|
| Bulk Actions | ||
| Canned Responses | ||
| Collision Detection | ||
| Mobile App | ||
| Search & Filters |
Security (3 vs 0)
| Feature | Kayako | Nextiva |
|---|---|---|
| Audit Logs | ||
| Role-Based Access Control | ||
| Two-Factor Authentication |
Support Management (11 vs 0)
| Feature | Kayako | Nextiva |
|---|---|---|
| Agent Groups | ||
| Community Forum | ||
| Custom Fields | ||
| Customer Profiles | ||
| Email Forwarding | ||
| Help Desk | ||
| Internal Notes | ||
| Knowledge Base | ||
| SLA Management | ||
| Self-Service Portal | ||
| Ticket Assignment |
Unique Features
Only in Kayako (39)
Chat Ratings
CSAT Surveys
Reports & Analytics
AI-Powered Chatbot
Article Recommendations
Macros
Workflow Builder
Chat Pre-Chat Forms
Chat Transfer
Co-browsing
Multi-Channel Support
Offline Messages
Proactive Invitations
Social Media Integration
Typing Indicators
Video Chat
Visitor Monitoring
WhatsApp Integration
Custom Branding
API Access
+ 19 more unique features
Only in Nextiva (91)
Automated Dispositioning
Generative AI Knowledge Base
Language Detection
Redaction in Digital Workitems
Secure Payment Agent Assist
AI Answering Service
AI Classification
AI Transcription & Summarization
Data Loss Prevention
Language Detection & Translation
Speech to Text
Text-to-Speech
XBert AI Receptionist
Advanced Reporting
Conversational Analytics
Real-Time Dashboards
Reports with Generic Queries
Voice Analytics
Widgets & Customization
99.999% Uptime
+ 71 more unique features
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