Nextiva has launched its Nextiva Workforce Scheduling solution to boost workplace management.
Nextiva's unified customer experience management (UCXM) platform is being enhanced with Nextiva Workforce Scheduling, an expansion of its workforce engagement management portfolio.
"Workforce Scheduling helps optimise staffing levels and schedules to ensure efficient operations and excellent customer service while balancing employee needs and preferences," said Senthil Velayutham, Nextiva’s Chief Product and Technology Officer.
Nextiva is devoted to offering the most comprehensive unified customer experience management platform on the market. The addition of Workforce Scheduling to our portfolio brings essential front-line CX staffing tools seamlessly into our platform as a complete solution."
Workforce Scheduling intends to provide contact centre leaders with thorough tools to reduce costs and increase ROI by automating complex staffing tasks. Critical features include automated forecasting, planning, scheduling, compliance tracking, attendance tracking, and employee performance management.
Additionally, Nextiva promises a user-friendly app that allows team members to manage their schedules by bidding on shifts, swapping shifts, submitting time-off requests, and more.
Workforce Scheduling is now available as part of the Nextiva Unified-CXM Premium package. It can also be added to the Essential and Professional packages.
Nextiva's Years Of Major Acquisitions
In the last two years, Nextiva has undergone several significant acquisitions, strengthening its portfolio of UC and CX offerings.
In April 2023, it acquired the AI company Simplify360 to bolster the customer support capabilities of its UC and collaboration platform.
India-based Simplify360 leverages AI and automation to help businesses of all sizes provide exceptional customer support across various channels, such as live chat, e-commerce, social media, and online reviews. With the acquisition, Nextiva integrates Simplify360’s suite of features—spanning helpdesk CRM, social media management, live chat, and reputation management—into its existing communications and collaboration platform, enhancing its overall service offerings.
Tomas Gorny, Co-founder and CEO of Nextiva, said the acquisition marked the next stage for Nextiva and Simplify360’s shared goal of empowering businesses of all scales to produce customer service as comprehensive and seamless as those offered by tech giants.
Meanwhile, this January, Nextiva acquired contact centre software business Thrio.
Nextiva highlighted that the acquisition of Thrio, a company renowned for its AI-powered software products, signalled a pivotal step in its mission to democratise customer experience technology for businesses of all sizes. With this acquisition, Nextiva customers gained immediate access to Thrio’s products and services, reinforcing Nextiva’s focus on enhancing connected conversations—a space where it says it has already managed billions of interactions with its existing solutions.
The integration of Thrio’s services into Nextiva’s portfolio was pitched as providing customers with a seamless, unified experience, offering all tools within a single platform.
