India’s talent pool and strategic location are essential factors in Nextiva’s expansion strategy,” said Tomas Gorny, co-founder and CEO of the US-based business conversation platform, as he outlined the company’s vision for the Indian market and its commitment to transforming customer experiences. The company plans to double its workforce within the next 12 months.
“Today, customers no longer compare businesses to their direct competitors, but instead to the best experiences they’ve ever had,” said Gorny. He further emphasised how tech giants such as Microsoft, Apple, Amazon, and Uber have raised the bar for customer service and set a new benchmark for the industry. “This shift has created a substantial gap between tech-savvy companies and others, making it increasingly challenging for smaller businesses to compete,” explained Gorny.
To address this gap, Nextiva aims to level the playing field for all businesses, regardless of size, by providing a comprehensive solution. Gorny highlighted the need to consolidate customer conversations across different channels into a unified platform, ensuring seamless communication and improved customer understanding. This is where Nextiva’s technology comes into play, enabling businesses to bridge the gap and meet customer expectations.
The company has expanded its workforce from 60 to 100 employees, with plans to double this number within the next 12 months by hiring across various roles. Asked about Nextiva’s strategic expansion into India, Gorny emphasised, “India’s rapid growth, both in terms of population and economic influence, makes it a significant player on the global stage. By establishing a strong presence in India and the Asia-Pacific region, we aim to gain a deeper understanding of the local market and tap into its potential.”
A major part of the company’s India expansion is through the acquisition of Simplify360, an AI customer experience platform based in India, for an undisclosed amount. “The acquisition of Simplify360 accelerates our companies’ shared mission by adding social media, reputation management, live chat and helpdesk CRM to Nextiva’s offerings,” said Gorny.
Nextiva recently announced the appointment of ex-Microsoft Senthil Velayutham as chief product and technology officer (CPTO) for customer driven innovation and to build market leading products. When asked about how the company is integrating AI, Gorny said, “The velocity of information and data has doubled in the last three years but most of this is unstructured data from conversations. I see Nextiva’s future as a data company that derives valuable and actionable insight.”
