Nextiva Bets Big On India For Global Cx Tech, Opens Largest Innovation Hub Outside Us In Bengaluru

US-based Nextiva, 1 of nan leaders successful Unified Customer Experience Management (Unified-CXM), has launched a 35,000-square-foot invention hub successful Bengaluru, marking a important milestone successful its world description . The caller facility—its largest extracurricular nan US—will service arsenic a strategical centre for merchandise invention and exertion development, reinforcing India’s increasing domiciled successful nan company’s roadworthy map.

With 300 employees, nan Bengaluru hub is poised to thrust nan adjacent procreation of level capabilities for Nextiva’s Unified-CXM suite, which integrates voice, messaging, email, chat, and societal into a single, AI-powered system.

“Customer acquisition has go a cardinal economical driver, and that’s nan logic we are truthful invested successful it,” said Tomas Gorny, CEO of Nextiva, successful an question and reply pinch Business Today. “The adjacent era of CX exertion is being built successful India.”

Taking a excavation astatine competitors, Gorny added, “Most solutions calling themselves ‘CX platforms’ coming are rebranded from different domains. They’ve simply bolted connected CX features, giving nan illusion of being CX-first. We’re different—we built our level from nan crushed up, specifically for CX.”

India: a halfway motor successful nan merchandise strategy

Founded successful 2008 and backed by Goldman Sachs, Nextiva holds complete 50 patents crossed AI, automation, and customer experience. The institution serves much than 100,000 clients globally, including awesome Indian enterprises for illustration Tata, ICICI, ITC, Ola, PhonePe, CRED, etc.

India now leads respective captious aspects of Nextiva’s merchandise development. A awesome AI-led invention successful customer experience, slated for world rollout later this year, has been chiefly developed successful India.

The Bengaluru hub besides integrates operations from Simplify360, a Bengaluru-based AI-powered, social-first CX level acquired by Nextiva successful 2023. Now afloat merged nether nan Nextiva brand, Simplify360 enhances nan platform’s capabilities successful multichannel and societal CX.

“India is not conscionable our fastest-growing region; it’s a strategical centre for our AI and merchandise roadmap,” said Senthil Velayutham, Chief Product and Technology Officer astatine Nextiva. “Our caller agency successful Bengaluru is wherever we’re building nan early of customer experience—intelligent, scalable, and designed to meet nan complexity of tomorrow’s business challenges.”

AI driving tangible results

Velayutham noted that successful nan past year, Indian clients person started seeing measurable results from AI take successful customer interactions.

“For instance, immoderate clients study an mean 30-second simplification successful 3–4-minute interactions. That’s a adjacent double-digit percent saving. We’re besides seeing improvements successful first-contact solution and handling time. But this is conscionable nan beginning.”

The adjacent frontier, he said, will attraction connected much outcome-driven metrics specified arsenic customer satisfaction, semipermanent retention, and stock of wallet—areas wherever companies are only opening to cod meaningful data.

Differentiation done a CX-first approach

Facing section title from players for illustration Gupshup, Nextiva is positioning itself arsenic a CX-native level alternatively than a retrofitted solution.

“Many companies commencement arsenic CRMs aliases interaction centre devices and past bolt connected AI aliases CX capabilities,” Velayutham said. “We didn’t do that. We built our level pinch customer acquisition astatine nan core.”

He besides emphasised nan value of information governance. “We return it seriously—how we exemplary it, really we expose it, and really it flows done our systems.” Nextiva’s level intends to destruct fragmented customer information and alteration orchestrated, personalized experiences astatine scale, powered by real-time AI crossed each channels. The institution is besides readying to roll-out different languages for illustration Hindi, Tamil, and Telugu etc, to heighten customer experience.