Nextiva is showcasing its Unified Customer Experience Management solution at Customer Contact Week 2024.
Unified Customer Experience Management (UCXM) is a single platform through which businesses can foster positive relationships with their customers.
UCXM also enables communication between agents and customers through its in-built contact center, although the CX provider has been careful from the start to differentiate its solution from ordinary CCaaS offerings without the all-inclusive toolset that wraps around it, including its interwoven AI technologies.
Customer Contact Week is an annual gathering of customer service professionals with a focus on the latest technologies and tools related to contact centre, and customer experience.
Yaniv Masjedi, CMO of Nextiva, believes its UCXM solution will help companies to achieve the customer experiences they are looking for:
“Simple customer experiences are no longer sufficient. If you want to deliver a great customer experience with yesterday’s technologies like CCaaS, you won't.
"Businesses need Unified Customer Experience Management, and we want to help every company we can adopt our platform to deliver truly outstanding customer experiences."
Nextiva UCXM
Nextiva UCXM is an AI-powered engagement platform that enables personalised experiences throughout customer journeys.
Sales and service teams will have access to an AI contact center, AI voice and chatbots, digital channels, journey orchestration, unified agent management, and open API integrations.
Marketing teams will be able to leverage solutions for brand listening, social media management, review management, analytics and benchmarking, scheduling and publishing, and an AI chatbot.
Finally, all teams can use technologies that span voice, SMS, video, customer-to-team collaboration, a desktop and mobile app, app integrations, conversational analytics, and inbound workflows.