How Customer Service Technology Provider Nextiva is Leading the Contact Center Market

Conventional legacy customer service technology usually requires corporate representatives to make some difficult decisions. They often have to run separate phone lines for every single agent and invest in a fairly massive amount of physical hardware to stay in touch with their clients. Engineers from Nextiva have found a number of innovative ways to reduce the amount of equipment and effort needed to maintain customer service facilities.

In spite of their leading position, however, many of the solutions they’ve developed are actually radical implementations of existing technologies. For instance, an increasingly large percentage of websites use machine learning-based solutions to track customer journeys and calculate the odds of a potential issue. This technology has become particularly prevalent in the automotive industry. Most users would be less familiar with the fact that it’s based on a re-implementation of something that’s been used for many years.

Leading the Way By Recognizing Trends

Neural networks and various types of support vector devices became popular in the 1980s and 1990s, but few people thought of deploying them in the customer service sector. Once forward-thinking engineers started to realize how these solutions could identify client issues before they happened, small businesses were able to automate many workflows that once required multiple people to handle.

Over time, specialists have found ways to integrate existing solutions in complaint departments as well. Automatic number identification has been used on telephone company central office test numbers for decades. It provided a simple way for installation technicians to check that calls were being routed to the right location. Nextiva’s representatives have now found new uses for ANI technology by deploying it as part of an omnichannel contact center system so customer service agents can rapidly identify incoming requests.

Computer telephony integration operators have used Nextiva’s implementation to offer personalized service to everyone who calls a particular business hotline. Others have found that it helps to screen out fraudulent calls so customer service agents can spend more time doing what really matters. Researching this particular issue has actually helped some interesting facts related to legacy technology come to light.

Bringing Inside Industry Solutions to Small Businesses

Investigators looking for new ways to help call centers stop customer fraud in its tracks found that deploying an ANI detector gave information about incoming calls even when someone used a vertical service code like *67 to block caller identification codes from being sent. This information was known by wireless carriers for many years, but it wasn’t possible for small business owners to make use of it until relatively recently.

This same sort of digital archaeology has also helped specialists deploy call center technology as a service. Cloud computing systems rely on the deployment of advanced information technology resources at a remote location and letting others access them over a network. The kinds of website engagement tools used in the moving industry follow this model as do most popular streaming services.

By hosting call center software on a remote server and providing users with an application programming interface to access it, engineers can help business owners reduce their own technical requirements. Nextiva’s client base will often sign up for a service plan so that they don’t have to fill a physical call center up with racks of equipment. Considering that a full-sized data center can use the same amount of power as that used by literally thousands of houses, the utility of these remote solutions is more than likely self-evident.

It’s relatively easy to apply this thinking to the field of collaboration as well.

Finding New Uses for Business Tools

High definition video isn’t new, but it’s not something that’s normally used with chat technology. Companies that work with a remote cloud customer service platform can now deploy HD cameras and link them with efficient data compression algorithms. That should enable them to collaborate on projects in full cinematic-quality video without running into streaming glitches. Certain models of iOS devices have been experimenting with similar data compression subroutines and their use is becoming more popular in the business sphere.

Generative artificial intelligence is usually associated with chatbots, but even this technology is being rapidly repurposed in ways unforeseen by it’s original developers. Nextiva now offers services that can listen to a customer’s voice and route them to the right department without requiring them to attempt to navigate a tricky phone menu. While the market continues to change, Nextiva’s specialists will likely be able to find new innovative uses that are far beyond those foreseen by their initial developers.