Leveraging AI To Elevate Unified Customer Experience Management – Nextiva Acquires Thrio

Efficient communication is key for customer satisfaction – and, consequently, for business success. 

As a provider of cloud-based omnichannel communications, Nextiva knows that. Ever since the company was founded, it has been on a mission to democratize business communications. 

How? By making communication technologies that used to be exclusive to big corporations available to all businesses, no matter their size. 

The goal is to help every single business understand their customers, remember them, and centralize all their information – to provide seamless support.

Now, Nextiva has added another puzzle piece to its all-round business communications offer by acquiring Thrio, a contact center software with award-winning automation capabilities. 

Nextiva, the Company on a Mission to Democratize Business Communications 

Nextiva was founded in 2008 by Tomas Gorny, a visionary entrepreneur whose business aspirations led him to leave his native Poland in the 1990s to chase the American dream. 

After building several successful businesses, Gorny realized that business communications was a major discriminating factor, one that limited small and mid-sized businesses in particular. 

It was this revelation that inspired him to launch Nextiva and set out on a quest to democratize communications. “Our mission was to simplify business communications, and our first slogan was to help every business – regardless of size – feel and operate like a Fortune 500 company,” he explains. 

To reach this goal, Nextiva has stayed at the forefront of innovation for the past decade and a half. In short order, it became a pioneer of Voice over Internet Protocol (VoIP), cloud communications, Unified Communications as a Service (UCaaS), and omnichannel communication. 

Now, its platform helps businesses have threaded conversations with their customers across channels. No matter if a customer calls, emails, or opens a chat – all their information is available to employees through one central platform, helping them provide optimal experiences with zero friction loss. 

Plus, Nextiva has backed this up with award-winning customer service and easy-to-use, intuitive interfaces.  

Recently valued at $2.7 billion, Nextiva has now rolled out a strategic plan of expansion in the AI space, to help its clients further scale their businesses. This includes the acquisition of Thrio, an industry-leading contact center software company. 

Integrating Thrio’s Award-Winning Automation Capabilities 

Adding contact center software to its customer experience arsenal is a challenge for any business scaling up. The reason? The technology offered by most contact center solutions is too complex.

Now, Thrio and Nextiva are helping businesses overcome that barrier. 

Harnessing a unique tech stack and next-generation software architecture, Thrio provides flexible contact center software packed with award-winning automation functionalities. Instead of locking clients into a rigid platform, the company makes each element available via API. This makes it possible to connect a large variety of other platforms, automate routine tasks, and fully customize its services. 

At the heart of Thrio’s success are its automation and orchestration capabilities, such as its routing optimization. That means it automatically matches customers to the best available agent by taking into account all the information stored about them – from their purchasing history to previous interactions. By immediately connecting a customer to the right agent, this system eliminates frustrating minutes spent in queues, and the need for multiple agents to juggle a single query. 

Plus, automation workflows also handle call wrap-up, from typing up notes to filing the outcome of an interaction. 

Overall, Thrio’s automation functionalities help clients save 50% of their time, and supercharge agent productivity. This increased efficiency also makes the call center space accessible for growing businesses with fewer available agents. 

Offering A One-Stop Solution for Unified Customer Experience Management

By merging Thrio’s expertise and stand-out experience in the contact center space with Nextiva’s unique positioning in omnichannel communication, it will be possible to provide a one-stop solution for unified customer experience management. For businesses of all sizes. 

Nextiva and Thrio customers will benefit from a unified login with which they can access the entire range of services now available to them. Going forward, Thrio’s capabilities will be fully integrated into Nextiva’s platform. 

This integration also effectively future-proofs both new and existing customers. A business signing up for Nextiva now can thrive in the knowledge that it will be able to scale its communications to match its unique future needs. Without having to migrate to a different platform, or source additional external solutions. 

Going further, Nextiva and Thrio have both showcased their innovative capabilities – and their determination to deliver cutting-edge technologies to help their customers stay ahead of the curve. 

Combining their omnichannel communication power, automation excellence, and expertise in customer data analysis, there’s little doubt that Nextiva and Thrio will work in perfect synergy to help their customers succeed. 

 

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