- Nextiva has launched ‘Customer Experience Day,’ a new initiative focused on bringing customer needs to the center of business conversations.
- Alongside the announcement, the company opened a 35,000-square-foot innovation hub in Bengaluru, India,its largest location outside the U.S., to support global product development and engineering.
Elevating Customer Experience in the UCaaS Landscape
- The introduction of ‘Customer Experience Day’ reflects a broader industry trend where businesses recognize CX as a critical differentiator. For companies operating in the VoIP and UCaaS sectors, this shift underscor
- Nextiva’s commitment to enhancing CX is evident in its Unified Customer Experience Management (Unified-CXM) platform. This AI-powered solution consolidates various communication channels—voice, video, chat, and email—into a single interface, enabling businesses to deliver seamless and personalized customer interactions.
Strategic Expansion into India
- The establishment of the Bengaluru innovation hub signifies Nextiva’s strategic investment in global talent and innovation. India’s burgeoning tech ecosystem offers a rich pool of skilled professionals, and Nextiva plans to leverage this by hiring over 150 new employees in the region. This expansion also involves the complete integration of Simplify360, an AI-powered customer experience platform acquired by Nextiva in 2023, further enhancing the company’s capabilities in delivering advanced CX solutions.
Implications for Businesses and the UCaaS Industry
- Nextiva’s dual initiatives—the launch of ‘Customer Experience Day’ and the expansion into India—highlight the increasing importance of customer-centric strategies in the UCaaS industry. Businesses are encouraged to reassess their customer engagement practices, ensuring that customer satisfaction is not just a metric but a core component of their operational ethos.
- For companies utilizing VoIP and UCaaS solutions, this means adopting platforms that prioritize unified communications, real-time analytics, and AI-driven insights to enhance customer interactions. Nextiva’s advancements serve as a blueprint for how integrating CX into the fabric of business operations can lead to improved customer loyalty, operational efficiency, and competitive advantage.
Final Thoughts
- Nextiva’s CX Day and expansion into India suggest that customer experience is no longer just a support function, it’s becoming part of how UCaaS companies build and scale.
- Instead of treating CX as a marketing message, these moves point to a shift in priorities: investing in tools, talent, and visibility that actually shape how customers interact with the product. It’s a notable step in a space where user expectations are rising fast, and where experience is starting to matter as much as infrastructure.
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