Choosing the Right Business Communications Platform
Selecting a unified communications solution is a decision whose consequences often become clear over time. The initial price seems reasonable, the feature list seems comprehensive, and then six months later, the Internet connection goes down at a branch and all the phones at the site go dead; no backup, no warning.
Sangoma and Nextiva are two well-established players in unified communications, and they frequently appear on the same shortlists. Both offer voice, video, messaging, and collaboration tools for businesses ranging from small teams to multi-site organizations. But how they deliver these capabilities, how they price them, and what happens when a problem occurs differ in ways worth understanding before signing a contract.
This comparison details the key differences in deployment, survivability, pricing, support, and more so you can make an informed decision.
Why Compare Sangoma and Nextiva?
Sangoma and Nextiva occupy similar positions in the business communications market. Both serve organizations ranging from small to large, both offer unified communications that include voice, video, and messaging, and both present themselves as full-featured alternatives to legacy phone systems.
Businesses evaluating these platforms often look for the same things: reliable uptime, fair pricing, tools that work without constant IT intervention, and responsive support when something breaks. This is where Sangoma and Nextiva diverge: in how they meet each of these expectations. The right choice depends less on brand recognition than on how well the platform’s architecture, pricing model, and support structure align with the way your business operates. For multi-site organizations, it often comes down to one question: what happens to your phones when the Internet goes down?
_See also: _Top UCaaS Providers
Sangoma vs Nextiva: Quick Summary
If you need a quick overview before diving into the details, here is where the two platforms differ most clearly.
Choose Sangoma if:
- You need deployment flexibility across cloud, hybrid or on-premises
- Business continuity and local survivability during Internet outages are non-negotiable
- You want all features included at every pricing tier without being pushed into premium plans
- You need 24/7 phone and email support, regardless of your plan
- You want a unified communications platform built and maintained in-house, without reliance on third-party voice infrastructure
Choose Nextiva if:
- You operate a fully cloud-based environment and have no on-premises or hybrid needs
- Your team mainly needs core voice and collaboration features and can work within a feature-tiered pricing model
- Your use case fits within their standard SMS caps and video meeting time limits
- You are comfortable with long-term contractual commitments in exchange for lower per-user rates
Deployment Models
One of the most significant structural differences between Sangoma and Nextiva is how each platform can be deployed. Nextiva operates as a cloud-only solution. This suits organizations that have fully committed to cloud infrastructure and have reliable, redundant Internet connectivity at every site.
Sangoma offers cloud, hybrid, and on-premises deployment. The hybrid model, delivered through Business Voice Plus, combines cloud remote access with local survivability through the Starbox device, so internal communications continue to work even when the Internet connection goes down. On-premises deployment gives organizations full control over their system without cloud dependence.
| Deployment Option | Sangoma | Nextiva |
|---|---|---|
| Pure cloud UCaaS | Yes | Yes |
| Hybrid (Cloud + On‑Prem) | Yes | No |
| On‑Premises | Yes | No |
| Local survivability appliance | Yes (Starbox®) | No |
For businesses in healthcare, manufacturing, retail, or hospitality, where a disrupted connection cannot mean an interruption to operations, deployment flexibility is a fundamental requirement.
Business continuity and survivability
During Internet connectivity outages, the question is not whether your phones will be affected, but to what extent. Nextiva’s cloud-only architecture means that if Internet service goes down at a site, that site’s phone service goes down with it. There is no fallback to POTS lines or 4G/5G backup built into the platform.
Sangoma takes a different approach. Local survivability through the hybrid model ensures that internal calls between extensions continue to work even during Internet connectivity outages. For external calls, 4G/5G wireless failover is available as a managed backup, and local quality of service is maintained for desk phones on the network.
| Continuity Feature | Sangoma | Nextiva |
|---|---|---|
| Internal calls during Internet outage | Yes (local survivability) | No |
| 4G/5G wireless failover | Yes | No |
| POTS recovery | Yes | No |
| Local QoS for desk phones | Yes | No |
| On-premises survivability appliance | Yes (Starbox®) | No |
For multi-site organizations, particularly those in industries where a phone outage has direct operational or compliance consequences, Sangoma’s continuity architecture offers a significant advantage.
Integration flexibility
Both platforms integrate with common business tools, but integration depth and hardware compatibility differ.
Sangoma builds and maintains its own UC and contact center technology in-house, which means integrations are developed without dependence on third-party voice infrastructure. The platform supports desk phones manufactured by Sangoma as well as third-party hardware, and Sangoma retains full control over firmware, bug fixes, and feature updates for its own devices. It also offers native SIP trunking and managed network connectivity as part of its overall platform, reducing the number of separate vendor relationships an organization needs to manage.
Nextiva depends on BroadSoft for its voice infrastructure. This creates third-party dependencies that can limit the pace of customization and feature development. Only third-party desk phones are supported, with no proprietary hardware line.
| Integration Area | Sangoma | Nextiva |
|---|---|---|
| CRM integration | Available on all tiers | Higher tiers only |
| Microsoft Teams integration | Yes | Yes |
| Third-party desk phones | Yes | Yes |
| Proprietary desk phone line | Yes (P‑Series) | No |
| In-house voice platform | Yes | No (BroadSoft dependency) |
| Native SIP trunking | Yes | Limited |
| Managed network integration | Yes | No |
Ownership and control
The question of who owns and controls the underlying technology has practical implications for security, customization, and long-term reliability.
Sangoma designs, builds, and maintains its own UC and contact center platform. This means that when a vulnerability is identified, a feature needs to be updated, or a customer needs a specific configuration, these changes take place within Sangoma’s development and support organization rather than waiting on a third party.
Nextiva’s voice infrastructure runs on BroadSoft, a Cisco-owned platform widely used in the UCaaS industry. This is not inherently a problem, but it means Nextiva’s ability to customize, update, and secure its platform is subject to BroadSoft’s roadmap and release cycles. Customers perceive this position as that of a BroadSoft reseller rather than a platform owner.
| Ownership Element | Sangoma | Nextiva |
|---|---|---|
| In-house UC platform development | Yes | No (BroadSoft) |
| In-house contact center technology | Yes | No |
| Control over feature updates | Full | Partial (third-party dependency) |
| Control over security patches | Full | Partial |
| Proprietary hardware development | Yes | No |
| Vendor lock-in risk | Low | High (BroadSoft dependency) |
Customization
Customization comes in two forms: what you can configure on the platform and how far the provider will go to tailor the solution to your specific needs.
Because Sangoma owns its technology end to end, customers can configure solutions exactly to their preferences, which is not possible with platforms that depend on third parties. IVR, CRM connectivity, SMS workflows, and contact center configurations are available at every pricing tier rather than being restricted to premium plans. Video meetings last up to 12 hours, with recording, remote desktop, and transcripts included at every tier.
Nextiva locks many advanced configuration features behind higher-tier plans. IVR, CRM integration, and screen sharing require upgrading to more expensive plans. SMS is capped at 100 messages per month on the $30 base plan and 250 on the $40 Engage plan, with no unlimited SMS option at any tier. Video meetings are capped at 45 minutes.
| Customization feature | Sangoma | Nextiva |
|---|---|---|
| Advanced IVR | All tiers | Higher tiers only |
| CRM integration | All tiers | Higher tiers only |
| Unlimited SMS | All tiers | Not available (capped) |
| Video meeting duration | 12 hours (all tiers) | 45 minutes |
| Screen sharing | All tiers | Higher tiers only |
| International numbers | Available | Not available |
| Unlimited international calling | Premium tier (selected countries) | Not available |
| Remote desktop in video | Yes | No |
| Video transcripts | Yes | No |
Support quality
Support quality is often the deciding factor after everything else seems comparable on paper.
Sangoma offers 24/7 phone and email support at every pricing tier, staffed by trained personnel. Investor documents highlight significant year-over-year improvements in customer satisfaction and NPS, although exact figures vary by product and period. Sangoma’s desktop and mobile apps receive ongoing updates, with feature enhancements and fixes delivered through regular releases.
By contrast, Nextiva customer reviews frequently mention long wait times, difficulty reaching a live agent, missed callbacks, and cases where frontline staff struggle to resolve more complex technical or billing issues.
| Support factor | Sangoma | Nextiva |
|---|---|---|
| 24/7 phone support | All tiers | Limited |
| 24/7 email support | All tiers | Limited |
| CSAT score | 90 %+ | Not published |
| Mobile app stability | Ongoing development | Crashes/freezes reported |
| Spam call volume during migration | Not reported | Issues reported by customers |
| Onboarding support | Yes | Variable |
Pricing
Pricing transparency is one of the clearest contrasts between the two platforms.
Sangoma uses a straightforward pricing model with no hidden fees, forced contract renewals, or surprise billing increases. Essential features, including voice, SMS, video, desktop and mobile apps, and the full collaboration suite, are available at an entry-level price. Month-to-month contract terms are available for businesses that need flexibility. The contact center (CX) starts at 129 $ and offers additional discounts when bundled with voice.
Nextiva structures pricing by user increments (1‑3, 5‑19, 20‑99, 100+) and requires long-term contracts of 12, 24, or 36 months to access lower rates. Many customers report issues with unexpected automatic renewals, billing changes, and difficulties canceling, so it is important to read the fine print before signing a multi-year contract.
Nextiva’s Core and Engage plans are generally listed at around $30 and $40 per user per month in market comparisons, but the actual price can vary significantly depending on promotions, contract length, number of users, and how you buy (direct vs partner).
The entry-level Core plan includes essential VoIP features such as incoming and outgoing calls in the United States and Canada, basic business SMS, video meetings, and access to mobile and desktop apps, but it limits some usage (for example, a lower SMS allowance) and omits premium CX capabilities.
To unlock more advanced capabilities—such as higher SMS limits, live chat and chatbots, more robust analytics and reporting, and deeper automation workflows—you generally need to upgrade to the Engage plan or higher, where Nextiva starts to look more like a complete contact center solution than a simple phone system.
| Pricing factor | Sangoma | Nextiva |
|---|---|---|
| Pricing transparency | Complete | Complex/tiered |
| Contract flexibility | Month-to-month available | 12/24/36 months for low rates |
| Hidden fees | None reported | Billing surprises reported |
| Entry plan includes voice | Yes | No |
| Entry plan includes SMS | Yes (unlimited) | No |
| Entry plan includes video | Yes (12 h) | 1:1 only, 45 min limit |
| Entry plan includes mobile app | Yes | No |
| Contact center pricing | Starting at 129 $ (bundle discounts) | Higher starting point |
Why businesses choose Sangoma over Nextiva
Sangoma is built on the assumption that outages, billing surprises, and unresponsive support are predictable and avoidable.
Deployment tailored to your infrastructure. Not every business has uniform Internet reliability at every site. Sangoma’s cloud, hybrid, and on-premises options let businesses choose the architecture that fits their actual environment rather than conforming to a cloud-only model.
Communications that stay active when the Internet goes down. Local survivability via the hybrid model, combined with 4G/5G wireless failover, means a connectivity interruption does not automatically become a communications outage. For businesses where downtime has direct financial or operational consequences, this distinction matters.
Full-featured from the entry plan. Sangoma’s base plans include voice, unlimited SMS, video for up to 12 h, mobile and desktop apps, advanced IVR, and CRM integration. Growing businesses do not need to upgrade immediately to access the tools they use every day.
Predictable costs over time. Transparent pricing, month-to-month contract options, and no surprise billing increases make budgeting simple. The cost on paper reflects the cost in practice.
Platform built and maintained in-house. Because Sangoma owns its technology rather than reselling a third-party platform, it has direct control over security, customization, and the pace of feature development. Customers do not depend on BroadSoft’s roadmap.
Truly responsive support. 24/7 phone and email support is available to all customers regardless of plan tier. With CSAT scores above 90 %, support is a consistent strength rather than a frequent complaint.
Sangoma vs Nextiva FAQ
Which option is better for enterprise scale?
Sangoma is better positioned for businesses with complex deployment requirements, multiple sites with varying connectivity, or compliance needs that require on-premises control. Its in-house platform and integrated managed network and security solutions give IT teams direct control. Nextiva may suit businesses that have standardized on cloud-only infrastructure and need simple unified communications, but its reliance on BroadSoft and limited customization can become points of friction at scale.
Is Sangoma suitable for SMBs?
Yes. Sangoma’s entry plans are specifically designed for growing small businesses. All features, including voice, unlimited SMS, 12 h video conferencing, mobile and desktop apps, and collaboration tools, are included without requiring an upgrade. SMBs get access to tools that Nextiva reserves for more expensive plans, and month-to-month contract options reduce commitment risk.
Which platform is better in terms of pricing and costs?
Sangoma offers more predictable pricing. There are no hidden fees, no complex user increment structures, and no forced long-term contracts to access reasonable rates. Essential features are included at the base tier. Nextiva’s lower advertised rates generally require 12- to 36-month contracts, and customers have reported unexpected billing increases. When comparing total cost of ownership over a contract period, Sangoma’s transparent structure tends to result in fewer surprises.
Which platform is better for customization?
Sangoma offers deeper customization. Because it owns the entire platform, configurations can be tailored to customer needs at every level. Advanced IVR, CRM integration, unlimited SMS, and extensive video features are available without requiring an upgrade to a higher plan. Nextiva restricts most significant customization options to higher plans and cannot offer the same level of platform flexibility due to its reliance on BroadSoft.
How difficult is it to switch from Nextiva to Sangoma?
Sangoma supports the migration process through its onboarding team, which has a customer satisfaction score above 90 %. Number porting, system configuration, and training are handled as part of onboarding. The main practical considerations are coordinating the transition with the term of your existing Nextiva contract, scheduling number porting windows, and confirming hardware compatibility if you are keeping your existing desk phones. Sangoma supports its own P‑Series phones as well as a range of third-party hardware, which reduces hardware replacement costs for most migrations.
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