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Nextiva: Holding Itself to a Higher Standard in the Communications, Collaboration Space

TMCnet Feature

August 11, 2014

Nextiva: Holding Itself to a Higher Standard in the Communications, Collaboration Space

By Carrie Majewski (née Schmelkin)
Director of Content Marketing, Content Boost

If you spend just five minutes talking with Nextiva, it will become abundantly clear just how committed the company is to best-of-breed communication and collaboration solutions. In fact, just a quick search through its recent press release announcements (“Nextiva Receives Unified Communications (News - Alert) Product of the Year Award” and “Nextiva Receives 2014 Communications Solutions Product of the Year Award”) elucidate on this sentiment.

“Over the years we morphed from only offering hosted VoIP to adding in SIP trunking so we can have on-prem PBXes, and now we are in this new world of communications and collaboration like web, real-time communications and social business collaboration apps,” Ira Feuerstein, director of channel sales for Nextiva, told TMCnet at ITEXPO (News - Alert) West 2014 today. “Our value is tying together the bits and pieces of UC into a nice, neat package customized for each customer.”

Founded in 2008, Nextiva describes itself as more than just a cloud-based phone service provider. Rather, it’s committed to helping its customers run their business efficiently and profitably, anywhere, anytime. The company offers everything from business phone systems to call center plans to the Nextiva Connect, an application designed to keep you plugged in on the go.

Not even 10 years old yet, the company hangs its hat on providing “amazing service,” a term it has gone so far as to trademark.

“We hold ourselves to a high level after the sale, something which is lacking the telco world,” Feuerstein said. “Most companies do a good job bringing customers in, but then you see what they are like the first time an issue arises.”

Here are a few ways Nextiva goes the extra mile to offer “amazing service”:

  • 50 percent of its staff is in tech support, which is very high for the industry
  • The company answers 95 percent of all its calls within three rings to demonstrate its commitment to customer service
  • Nextiva holds its employees to an 85 percent call resolution rate so customers don’t have to suffer through the round-robin agent routing process.

Its focus has paid off: to date the company has over 90,000 customers and is quickly approaching the 100,000 mark. The company has also been able to center on a number of product releases and innovations. Most recently Nextiva announced that its mobile and desktop app has been revamped to offer dozens of new features and enhancements. Improvements include updated Bluetooth support, call park support, and improved call initiation and contact integration, among others.

To keep up with its growth, Nextiva has also created a channel program as recently as six months ago. The partner program gives resellers and agents the chance to earn a monthly residual income by selling the company’s cloud-based unified communications solutions.

“We are bringing in some premier partners across the country—people who are very serious about their business and people who are serious about selling a solution to customers rather than your standard person out there who slaps quotes and hopes they stick,” Feuerstein said. “We do things differently than everyone else does; we go against the grain.”

“We needed a channel program; we needed people on the field who are solution sales focused and can get in front of the customer and figure out what pieces of our UC puzzle they need to make a solution for that customer,” he added.

In fact, Nextiva breathes “amazing service” with each and every endeavor it sets out with. The company’s commitment to excellence is built into its DNA, according to Feuerstein.

“If you don’t have it built into your genetic makeup as our employee, partner or client, you just don’t work for us,” he said. “It’s pretty simple and it’s really important; it’s how you retain customers for a long time. It’s how our partners make money for a long time.”

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