Nextiva Contact Center Opens Up New Opportunities for Partners

Nextiva has launched Nextiva Contact Center, a new CCaaS offering to help businesses deliver a differentiated customer experience.

Nextiva Contact Center integrates with Nextiva Phone System. The offering allows organizations to engage with customers across multiple channels. In addition, it gives agents the collaboration tools to increase first-call resolution and improve customer satisfaction.

Nextiva Contact Center is available to Nextiva customers and via channel partners.

Marc Stein is Nextiva’s vice president of channel sales and global channel chief.

Nextiva’s Marc Stein

“The CCaaS market is expected to reach $10 billion by 2027, according to one new report,” he said. “So we know that opens up a lot of opportunity for our partners. Seamless integration of Nextiva Contact Center with Nextiva Business Phone System makes now the right time for many of our customers to consider a cloud contact center solution. Nextiva now offers a robust integrated suite of applications for CCaaS, including blended inbound and outbound, workforce management, workforce optimization, intelligent virtual agents, and customer relationship management (CRM) integrations.”

Accelerated Digital Transformation

The shift to remote workforces and online communication channels accelerated digital transformation for companies of all sizes, Stein said.

“And the focus on customer service, including meeting customers in the channel of their choice and maintaining a holistic view of the customer journey, has never been more important,” he said. “Contact centers are such an important part of that equation.”

Gartner research confirms by 2025, 40% of customer service organizations will become profit centers by leading in digital customer engagement.

Contact center is one of the top two “doorways” into most businesses, Stein said. Therefore, it’s become increasingly important to connect UCaaS and CCaaS together.

“Seamless integration of Nextiva Contact Center with Nextiva Business Phone System makes it easier for office-based, hybrid and distributed organizations to better serve their customers,” he said.

Customer Experience More Important Now

The increasing prioritization of delivering “great customer experience” is helping to drive the acceleration of UCaaS with CCaaS, Stein said.

“More companies are tapping into their customer experience as a differentiating factor,” he said. “And they want a solution that will enable them to resolve customer issues fast, and leverage artificial intelligence (AI) and the digital workforce to help meet the demand of self-service for customers. Our partnership with Five9, announced earlier this month, underscored our commitment to meeting the need in the market with the best solutions available. By going through Nextiva to purchase UCaaS and CCaaS together, our partners can deliver a single point of contact for setup and support for their customers.”

The new solution just eliminated the hassle of multiple vendors for UCaaS and CCaaS, Stein said.

“Our partners now have a compelling CCaaS product in their portfolio that seamlessly integrates with Nextiva Phone System and really simplifies the process for the customer,” he said.

Tomas Gorny is Nextiva‘s CEO.

“Customer expectations have never been higher,” he said. “And businesses need tools that empower them to know, understand and remember their customers. Nextiva has helped thousands of companies enrich their customer experience through voice and digital communications. The launch of Nextiva’s cloud contact center offering reinforces our commitment to help companies create exceptional customer experiences.”