Businesses today can utilize more than a dozen or so applications to interact with their customers and partners. Indeed, there are a number ways to track and communicate with clients and customer service team members.
Yet despite the multiple channels and platforms available, “Business communications is in a state of crisis,” argues Nextiva CEO Thomas Gorny, speaking to a packed ballroom today at the company’s annual NextCon event in Scottsdale, Ariz. That’s because how a business communicates is not usually up to the particular business, as customers’ have their own sets of expectations and behaviors to which businesses must adapt. And once a customer has been communicated, “they want to be remembered,” said Gorny.
In turn, companies are forced to work across several applications and platforms, often opened across multilple tabs or screens, while trying to make sense of data steaming in from disparate locations. In short, customer communications and relationship management are more siloed than ever.
That is, until now.
Today at the NextCon conference, taking place today through Wednesday at the Talking Stick Resort in Scottsdale, Gorny used his keynote speech to officially unveil Nextiva’s new NextOS platform. NextOS is being billed as “the first tool to unify fragmented communications technologies into a single platform, enabling businesses of any size to benefit from enterprise-level customer engagements and team collaboration.”
NextOS channels workflow automation and predictive modeling into a natively built platform that makes business communication an effortless experience, says the company. Customer interactions across all internal teams can now be managed through one interface, effectively boosting productivity, removing redundant communications, increasing loyalty and streamlining customer analytics. Developed and refined over the course of several years by a massive team of dedicated engineers at Nextiva, the platform offers elegant navigation, on-demand availability of information, flexible administrator access, and easy-to-read, real-time analytics.
The development of NextOS, said Gorny, is part of a transition for Nextiva from a VoIP company to a full-service business communications, collaboration and customer analytics provider. “VoIP is to Nextiva what books are to Amazon,” he said.
At the core of the new smart OS is a CRM database for customer history, relationships and employee information that provides a view of each customer across all touch points in real time. That information is enhanced by predictive technologies built on machine learning and natural language processing to help forecast customer behavior, as well as Nextiva Analytics, to allow for internal analysis of all communication methods, including built-in surveys, chats and emails.
“Everything Nextiva has developed was driven by a steadfast determination to simplify how businesses use technology to communicate,” said Gorny. “With NextOS, we are empowering businesses to provide optimal customer experiences and we have created a new standard in workplace communication.”
Set to be widely available in early 2018, NextOS has been rolled out to select businesses across a range of industries.