How Nextiva is revolutionizing business communications using Cloud and Generative AI
CXOToday has engaged in an exclusive interview withTomas Gorny, CEO and Co-Founder, Nextiva
- How are cloud technologies and Gen AI playing a crucial role in overcoming business communication post pandemic?
In recent years, consumers have become accustomed to exceptionally streamlined experiences. Today, the delivery of goods to our doorstep has become common. The convenience extends to food deliveries and transportation services, with platforms like Uber offering seamless and effortless solutions. However, the majority of businesses struggle to replicate these experiences, resulting in a significant lag behind larger corporations.
Notably, over the past three years, the pace at which information and data flow has seen a twofold increase. This surge in data is predominantly comprised of unstructured content stemming from various conversational sources. This data explosion is a direct result of the vast array of communication channels that have proliferated, notably within the digital sphere. When we first started our journey, our primary goal was to converge these channels into a unified stream. However, we realized that our ultimate role transcended that of a tool provider; we became more of a data company. This is because data holds the key to unlocking actionable insights, from frontline employees to C-suite executives.
The pandemic emphasized the vital role of cloud and AI in business communications. Cloud-based communication tools are cost-effective, reducing the financial burden on businesses while offering access to advanced features that enhance collaboration and customer engagement. When it comes to AI, our belief is that while machines excel in processing vast information and providing recommendations, humans excel in empathy and relationship-building. At Nextiva, our main goal is to make these technologies accessible to companies of all sizes by democratizing them.
Every agent’s daily routine is inundated with numerous conversations, a task that can be incredibly taxing when it comes to retaining essential information. This is where cloud and Generative AI steps in as a solution, offering indispensable insights for each interaction. With the assistance of such technologies, our focus can be directed towards the most critical elements of a conversation, enabling us to propose the most suitable actions for specific scenarios.
- Nextiva recently made an acquisition in the India/APAC region. What are the strategic ambitions behind this acquisition, and how does it align with the company’s broader vision for the region?
The rapid expansion of India, both in its population and economic impact, positions it as a substantial global player. Through a robust presence in India and the broader Asia-Pacific area, we aspire to foster a more profound comprehension of the local market and harness its considerable potential.
We engaged with Rohit and the Simplify360 team for a year before we finalized the agreement to thoroughly grasp their technology infrastructure and personnel. This partnership not only provided us with geographical access to an extended market including South Asia and the Middle East but also aligns seamlessly with our overarching goal of broadening Nextiva’s service offerings to encompass key domains in customer experience like social media, reputation management, live chat, and helpdesk CRM.
Additionally, it gave us access to a multitude of talent, enabling us to access previously limited but extraordinary talent resources. Since establishing the collaboration, we have already increased the number of team members we have in India, who now number about 100. In the coming year, we intend to rapidly expand our presence in the region as we anticipate significant growth.
- Can you elaborate on how Nextiva is working to create a new-age customer experience tailored for startups in India? What unique features or solutions does the company offer to cater to this market segment?
We have been working with startups since the beginning and this has allowed us to understand their unique pain points and support them throughout their growth journey. Our product has been meticulously designed to cater to companies of all sizes. Whether they start as a small, 5-member team or scale up to become a larger organization, our platform proves equally effective. It seamlessly incorporates features such as dashboards, orchestration, and AI, ensuring that our product aligns with their evolving needs and continues to perform efficiently. Our product’s versatility is a cornerstone of our commitment to meeting businesses where they are in their journey.
Currently, the majority of the tools that these businesses need have already been integrated and they have easy access to the data that the tool delivers. This can also be removed from the system without the assistance of a technical expert because it can be incorporated into native interfaces and third-party applications.
In order for them to streamline, improve, and use it for their consumers, we also provide them with training and case studies. We inform them about improving consumer engagement and harnessing AI in a way that doesn’t drain their bank accounts.
Many of our interactions with start-ups are more about giving them the information than recommending which company or technology they should utilize. For instance, for Tata Play, we identified a significant challenge they faced during the IPL season. Many customers were urgently seeking access to Star Sports to catch a match, but by the time they reached customer service, the game was over. We enabled their customer service using AI across platforms. Today, we’ve grown with the business, we serve more than 5 million customers when a single match in IPL is on. Similarly with Ola – our collaboration dates back to their early days in 2012, and we’ve grown together to witness Ola’s remarkable success story.
- Can you tell us about Nextiva’s focus on engineering and innovation?
At Nextiva and Simplify360 we experiment/R&D with a lot of technology before deciding to use something in our production. At any point of time we would have teams experimenting for performance, process improvement etc with multiple technologies before we decide to take them into production.
We are committed to revolutionizing the way businesses interact with both their customers and internal teams. We recently appointed Senthil Velayutham as Chief Product and Technology Officer of Nextiva, to help us achieve our goals in engineering and innovation. With his insights, we are hopeful that Nextiva will grow to deliver cutting-edge solutions that empower businesses to comprehensively comprehend, actively engage, and consistently captivate their customers across an array of communication channels.
