Nextiva Receives 2015 North American Frost & Sullivan Award for Customer Service Leadership

Customer service is the great differentiator in today’s marketplace. According to Ed Thompson, an analyst at Gartner, that is because all other differentiation have been eroded over time. And nowhere is this parody truer than in the tech sector, where the same technology is available to everyone. Therefore, having the best customer service has become a great selling point. The recognition of Nextiva’s customer service by Frost & Sullivan highlights the lengths the company has gone to in order to receive the award.

The 2015 North American Frost & Sullivan Award for Customer Service Leadership was given to Nextiva for the superior customer support, technological innovation and robust focus on the entire end-user experience.

After analyzing the hosted Internet protocol (IP) telephony and unified communications and collaboration (UCC) services market, the research firms presents the award to the company with outstanding timeliness and quality in offering a service. The award also recognized Nextiva’s attractive cost of service and the impact of the offering on customer value.

“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. It comes as no surprise that the company’s partners describe its customer service as ‘second to none,” said Frost & Sullivan Program Director Elka Popova.

Nextiva’s success in the delivery of quality customer service is the result of making the right investment in the technology required to improve the customer experience. This includes an analytics tool that delivers granular data points with customizable report with charts and graphs of every customer interaction.

Based on this information, the clients that use Nextiva’s solutions can make informed decisions that actually deliver real life results. Clients can improve the productivity of their employees and the interactions with their customers, which invariably are connected on many different levels.

Nextiva has a proprietary customer relationship management (CRM) system that has been developed to monitor and boost the customer experience. It can be integrated with call data and assist agents to improve interactions with customers, vendors and partners.

While the customer service has been duly noted, Nextiva is a cloud communications solution provider with a portfolio that offers a range of telephony and UCC features with APIs for integration with third-party solutions. Additionally, the company makes its entire suite of cloud applications available on desktop phone and PC/Mac soft client access, mobile access to telephony, messaging and presence on Android and iOS devices. Some of the services it provides include, full-fledged contact center capability, IP telephony, messaging, IM/presence, conferencing, collaboration and mobility.

Frost & Sullivan went on to say, “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.”