Nextiva Unveils Unified Customer Experience Management Solution

UCXM is on display at Customer Contact Week 2024

Nextiva Unveils Unified Customer Experience Management Solution
Contact CentreLatest News

Published: June 7, 2024

James Stephen

Nextiva is showcasing its Unified Customer Experience Management solution at Customer Contact Week 2024.

Unified Customer Experience Management (UCXM) is a single platform through which businesses can foster positive relationships with their customers.

UCXM also enables communication between agents and customers through its in-built contact center, although the CX provider has been careful from the start to differentiate its solution from ordinary CCaaS offerings without the all-inclusive toolset that wraps around it, including its interwoven AI technologies.

Customer Contact Week is an annual gathering of customer service professionals with a focus on the latest technologies and tools related to contact centre, and customer experience.

Yaniv Masjedi, CMO of Nextiva, believes its UCXM solution will help companies to achieve the customer experiences they are looking for:

“Simple customer experiences are no longer sufficient. If you want to deliver a great customer experience with yesterday’s technologies like CCaaS, you won’t.

“Businesses need Unified Customer Experience Management, and we want to help every company we can adopt our platform to deliver truly outstanding customer experiences.”

Nextiva UCXM

Nextiva UCXM is an AI-powered engagement platform that enables personalised experiences throughout customer journeys.

Sales and service teams will have access to an AI contact center, AI voice and chatbots, digital channels, journey orchestration, unified agent management, and open API integrations.

Marketing teams will be able to leverage solutions for brand listening, social media management, review management, analytics and benchmarking, scheduling and publishing, and an AI chatbot.

Finally, all teams can use technologies that span voice, SMS, video, customer-to-team collaboration, a desktop and mobile app, app integrations, conversational analytics, and inbound workflows.

In a Nextiva blog post in March, Chris Reaburn, Chief Executive of Strategy and Execution at Nextiva, defined Unified Customer Experience Management as creating a holistic customer view, ensuring consistency across channels, providing real-time interaction management, and incorporating feedback loops.

According to Raeburn, the solution addresses a number of challenges for organizations, including connecting all customer data, addressing gaps in customer experience, supporting faster innovation cycles, and expanding customer retention.

It also helps to improve decision-making thanks to the comprehensive datasets it can utilize, manage your brand’s reputation, increase revenue through repeat custom, and more.

Edwin Margulies, Chief Evangelist of Nextiva, explains how its unified CX offering could ease the decision-making process for businesses: “Consumers and service providers today are overwhelmed by too many communications touchpoints and channels – our opportunity is to create solutions that enable simple and effective communications that engender loyalty.

“Nextiva is leading the charge on one-platform solutions within the industry, and we look forward to helping even more businesses explore how they can simply harness all possible tools (including AI, of course!) to improve their contact with customers and grow.”

Yesterday, executives from Nextiva are due to share their insights at Customer Contact Week, including Margulies who led the session that explored practical strategies to improving efficiency and customer connections.

Around this time last year, Nextiva acquired the AI company Simplify 360, and, more recently, it purchased the contact center software company, Trio, strengthening its CX portfolio.



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