Business VoIP Featured Article

Nextiva Steps Up AI Game in Customer Experience with Thrio Acquisition

January 18, 2024

By Greg Tavarez, Business VoIP Editor

As the saying goes, “You learn something new every day.”

Well, today I learned a new term: “connected conversations space” — I may have been familiar with the general meaning of the term, being related to digital communication and interaction, but I hadn't seen it be categorized as its own unique “connected conversations space.”

An early mover in that space is a company many of us are familiar with: Nextiva. Nextiva is a provider of customer experience solutions. Its cloud-based platform offers a comprehensive suite of unified communications and collaboration tools, including cloud-based phone systems, video conferencing, team messaging, and more.

So in that context of the "connected conversations space," Nextiva's services play a role in facilitating seamless and integrated communication within businesses. This includes features such as VoIP calling, video conferencing, messaging, and collaboration tools. The goal is to create a connected environment where employees can communicate efficiently, whether they are in the office or working remotely.

And that goal was reached, especially as Nextiva now powers billions of conversations, including digital interactions. But Nextiva doesn’t want to stop there. The company wants to continue to strengthen its position at the forefront of the CX evolution

To do that, Nextiva acquired Thrio, a contact center software company lauded for its AI-powered solutions. 

Thrio has gained industry recognition for its innovative AI functionalities, such as intelligent call routing, predictive analytics and real-time agent coaching. These features allow contact centers to streamline operations, enhance customer satisfaction and boost agent productivity. By integrating Thrio's expertise into its already robust platform, Nextiva aims to equip businesses with the tools they need to deliver exceptional customer experiences.

"We're excited about the possibilities this acquisition brings. It's a logical step and brings us to the forefront of CX solutions,” said Tomas Gorny, CEO at Nextiva emphasizing that this is not just another acquisition. “Now Nextiva has a clear path to market success, with nothing in its way.”

The acquisition brings together two established leaders in the CX space. Nextiva offers a comprehensive suite of unified communications and collaboration tools, including cloud-based phone systems, video conferencing, team messaging and more. Integrating Thrio's AI capabilities with these existing solutions will create a strong platform that transforms the way businesses engage with their customers.

“Joining the Nextiva family will accelerate our shared mission on a global scale,” said Edwin Margulies, CEO of Thrio. “Together, we are putting an end to the CX technology gap between small and large companies.”

The acquisition of Thrio is a testament to Nextiva's relentless focus on innovation and customer-centricity. The shared commitment to a common goal reinforces the consistent vision Nextiva has upheld for over 15 years of democratizing access to CX technologies. This is the second acquisition Nextiva made in less than two years, the first being Simplify360.

Edited by Alex Passett



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