Nextiva has acquired contact centre software business Thrio, bolstering its CX portfolio.
Acclaimed for its AI-powered software solutions, Thrio’s acquisition “signifies the next step in Nextiva’s mission to democratise customer experience technology for businesses of all sizes,” according to Nextiva.
Nextiva customers will have immediate access to Thrio’s range of products and services. For Nextiva, the move stresses its strategic emphasis on building the space of connected conversations, having already underpinned “billions of conversations” with its established offerings.
Nextiva has said that integrating Thrio’s services into Nextiva’s portfolio will allow customers to enjoy everything in one unified experience.
Tomas Gorny, CEO of Nextiva, commented:
We’re excited about the possibilities this acquisition brings. It’s a logical step and brings us to the forefront of CX solutions. Now, Nextiva has a clear path to market success, with nothing in its way.”
As well as underlining the “alignment of vision” between Nextiva and Thrio, the former affirms that the acquisition reflects Nextiva’s enduring commitment to democratising access to CX technologies.
“Joining the Nextiva family will accelerate our shared mission on a global scale,” added Edwin Margulies, CEO of Thrio. “Together, we are putting an end to the CX technology gap between small and large companies.”
Thrio is the second major acquisition Nextiva has executed in less than a year, having brought AI company Simplify360 into the fold last April.
Nextiva and Simplify360
Nextiva acquired Simplify360 to enhance the customer support capabilities of its all-in-one platform last year.
Nextiva’s investment in India-based Simplify360 originated in the latter’s impressive utilisation of AI and automation to enable businesses of various scales to provide exemplary customer support across diverse channels. These channels encompass live chat, e-commerce, social media, and online reviews.
The acquisition entailed the integration of Simplify360’s diverse capabilities, such as helpdesk customer relationship management (CRM), social media management, live chat, and reputation management, into Nextiva’s comprehensive communications, collaboration and CX services.
Gorny explained that the acquisition signalled the next step for Nextiva and Simplify360’s shared ambition of empowering businesses of all scales to provide customer service as comprehensive and seamless as those offered by tech giants.
“From day one, Nextiva’s vision has been to bring together all communication channels into a single stream of conversations with productivity, customer and contact management, and collaboration tools,” Gorny said last April.
In that context, the Thrio acquisition marks a continuation of that underlying long-term project.
“We are on a mission to put an end to unhappy customers and frustrated teams,” Gorny added. “No more time wasted toggling between multiple applications – Nextiva keeps teams productive and connected with customers, colleagues, and vendors from wherever they are in the world.”
2024 in Acquisitions
There have been several significant acquisitions already this year, such as Enghouse purchasing the Mediasite branch of Sonic Foundry, including its Japanese and Dutch subsidiaries, for $15.5 million.
Mediasite’s services connect to the video communications arm of Enghouse’s business, introducing new technology and a customer following with the potential for cross-selling opportunities with other solutions.
The beginning of 2024 has also featured Zendesk signing an agreement to acquire the quality assurance (QA) platform provider Klaus.
The acquisition follows Zendesk’s 2023 roll-up of Tymeshift, a workforce management (WFM) provider that builds solutions exclusively for its platform. Combining both platforms, Zendesk has a fully-fledged workforce engagement management (WEM) portfolio, bridging the gap with competitors like Verint, NICE, and Calabrio.
