Frost & Sullivan Applauds Nextiva's Impressive Customer Service Achieved through Excellent Employee and Client Management Strategies

Continuous technology innovation and frictionless customer interactions make Nextiva's customer service 'second to none'

Nov 17, 2015, 09:00 ET from Frost & Sullivan

MOUNTAIN VIEW, Calif., Nov. 17, 2015 /PRNewswire/ -- Based on its recent analysis of the hosted Internet protocol (IP) telephony and unified communications and collaboration (UCC) services market, Frost & Sullivan recognizes Nextiva with the 2015 North American Frost & Sullivan Award for Customer Service Leadership. Nextiva's superior customer support, constant technology innovation and strong focus on the entire end-user experience are major reasons behind its success.

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"Technology innovation is a key tenet of Nextiva's strategy to deliver customer value," said Frost & Sullivan Program Director Elka Popova. "Nextiva offers one of the most comprehensive cloud applications suites in the industry, supported through a geographically redundant infrastructure with multiple service nodes across the United States."

At the foundation of the company's cloud communications solution is the industry-leading NextOS platform. This platform offers a broad set of telephony and UCC features as well as application program interfaces for flexible integration with third-party solutions. Nextiva's tiered services bundles include telephony, messaging, IM/presence, conferencing, collaboration, mobility, and contact center. Significantly, Nextiva is one of a few providers that deliver a full-fledged contact center capability, in addition to IP telephony. For its entire suite of cloud applications, the company enables desktop phone and PC/Mac soft client access, as well as mobile access to telephony, messaging, and presence on iOS and Android devices.

Nextiva's current technology development efforts focus on analytics, which it sees as a critical element of its value proposition going forward. Recent enhancements to the company's analytics tools include customizable reports with charts and graphs that provide detailed data on customer interactions. The data from these reports enable Nextiva clients to improve internal employee productivity and collaboration, and external interactions with their customers.

As a data-driven company, Nextiva uses information from its proprietary customer relationship management (CRM) system to monitor and boost the customer experience. The company continually enhances this tracking tool to deeply integrate with call data and assist agents to improve their interactions with customers and partners.

As such, Nextiva's CRM system provides the foundation layer for its data and customer monitoring processes. It offers valuable information on customer satisfaction and helps with management reporting; specifically, it shows how Nextiva is performing against its strategic mapping indicators and determines areas that require improvement.

Overall, Nextiva's forte is ensuring frictionless customer interactions through its unique internal structure. The company matches customers with employees based on customer needs and employee skill sets. Larger organizations with more technically savvy staff and complex technology needs are paired with a dedicated team of Nextiva account managers and advanced technical specialists. Smaller businesses, on the other hand, are paired with technical staff that specialize in the features and account setup more typical of smaller implementations.

Nextiva supports customers through an entirely US-based customer service team available via phone, chat, email, and social media. After every customer contact with a Nextiva representative, the company surveys customers about their satisfaction with the agent interaction. To date, 93 percent of customers have given Nextiva a customer service rating of "Highly Satisfied."

Recognizing that employees are central to customer experience improvement efforts, Nextiva empowers staff to perform to the best of their abilities and creates a culture of high personal responsibility. The company rewards the delivery of exceptional customer service during its annual Amazing Service Awards ceremony. The awards are based on the impact employees have on the company as a whole through their attitude and dedication to helping others.

"Nextiva's concept of 'Amazing Service' represents a holistic approach to customer value built on three pillars: reliability, ease of use, and excellent customer service," noted Popova. "It comes as no surprise that the company's partners describe its customer service as 'second to none."

Each year, Frost & Sullivan presents this award to a company that has demonstrated outstanding timeliness and quality in offering a service. The award acknowledges the attractive cost of service and the impact of the offering on customer value.

Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research to identify best practices in the industry.

About Nextiva

Nextiva provides cloud-based communications and collaboration solutions designed to simplify the way businesses communicate. Founded in 2006 on the principle of Amazing Service®, Nextiva serves more than 100,000 businesses in the United States from its headquarters in Scottsdale, Arizona. Learn more at www.nextiva.com.

About Frost & Sullivan

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Contact:

Mireya Espinoza
P: 210. 247.3870
F: 210.348.1003
E: mireya.espinoza@frost.com

Audriana Vojkovich-Bombard
P: (480) 725-9545
audriana@nextiva.com

SOURCE Frost & Sullivan



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