Nextiva has acquired the AI company Simplify360 to enhance the customer support capabilities of its UC and collaboration platform.
India-based Simplify360 uses AI and automation to enable businesses of all sizes to deliver excellent customer support across multiple channels, including live chat, e-commerce, social media and online reviews. The acquisition includes Nextiva adding Simplify360’s range of capabilities — including helpdesk CRM, social media management, live chat and reputation management — to Nextiva’s communications and collaboration platform.
Tomas Gorny, Co-founder and CEO of Nextiva, commented:
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. We are on a mission to put an end to unhappy customers and frustrated teams. 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.”
Gorny said that the acquisition signalled the next step for Nextiva and Simplify360’s shared goal of empowering businesses of all scales in providing customer service as comprehensive and seamless as those offered by tech giants.
Integrating Simplify360’s raft of customer service-oriented solutions with Nextiva’s platform aims to reduce inefficiencies of users having to switch between multiple applications for different needs. It should also improve agent productivity by introducing AI-powered solutions to help streamline their workflows.
Nextiva users can now access Simplify360’s solutions, and a full integration through Nextiva’s platform will be introduced in the near future. “Once Simplify360 is integrated with our platform, Nextiva will be in a category of its own — there is nothing else like it,” Gorny added.
A further incentive for Nextiva was the greater exposure to the Asia-Pacific market in the business’s ambition to support businesses globally, which Simplify360’s base in India enhances.
Rohit Gupta, Co-founder and CEO of Simplify360, said: “Joining forces with Nextiva is an ideal fit for Simplify360 as we share a vision to make amazing customer experiences available to every business. We are excited to partner with Nextiva to accelerate our shared mission on a global scale and empower businesses around the world to rise to the customer experience challenge, and win.”
Nextiva Building on Their Firm Foundations
The acquisition marks the latest milestone of Nextiva’s growth in the UC and collaboration market. After initially reaching revenues of $200 million without VC investment in 2020, Nextiva launched a contact centre offering the following year before raising $200 million in investment from Goldman Sachs for global expansion and to build new routes to market.
Last year Nextiva also launched a new workhub app which amassed their team collaboration and customer communication services, allowing users to manage their internal and customer conversations within one platform. This illustrated Nextiva’s commitment to consolidating communications and collaboration solutions in one platform, as continued by their acquisition of Simplify360.
