Nextiva Bets Big on India to Power the Future of Unified Customer Experience
Customer experience (CX) is no longer an isolated function. Today, it sits at the very heart of enterprise strategy. To thrive, global businesses must connect with their customers across channels, contexts, and continents—without friction. Recognizing this shift, Nextiva has taken a bold step forward.
On April 25, 2025, Nextiva, a leader in Unified Customer Experience Management (Unified-CXM), announced the launch of a new innovation hub in Bengaluru, India. The 35,000-square-foot facility will serve as a center of excellence, advancing product innovation and platform development.
This move marks a defining moment in the company’s global expansion journey.
Why India? Why Now?
The answer lies in scale, speed, and skill. India continues to rise as a global technology powerhouse. Furthermore, it offers a unique blend of engineering talent, startup culture, and deep digital fluency.
Nextiva has clearly recognized this potential.
Over the past year, the company doubled its headcount in India to over 300. Now, it plans to hire 150+ more team members, establishing India as a core driver of its technology and product roadmap.
According to Tomas Gorny, Co-founder and CEO of Nextiva, “This isn’t just about expansion. It’s about acceleration. The next era of customer experience technology is being built in India.”
He’s not exaggerating.
Already, a major new AI-led CX product, expected to launch later this year, is being primarily developed in India. This speaks volumes about the maturity, capability, and vision of Nextiva’s India team.
Integration for Impact: Simplify360 Joins the Fold
The Bengaluru innovation hub also reflects a deep integration of Simplify360, which Nextiva acquired in 2023. Known for its AI-first, social-first CX approach, Simplify360 now operates fully under the Nextiva brand.
This integration is more than symbolic. It brings real strategic depth.
Simplify360 strengthens Nextiva’s multichannel CX offerings, especially in AI, social listening, and digital-first engagement. As a result, customers benefit from a more cohesive, intelligent, and scalable CX stack.
In the words of Senthil Velayutham, Chief Product and Technology Officer at Nextiva, “Our new office in Bengaluru is where we’re building the future of customer experience—intelligent, scalable, and ready for tomorrow.”
A Platform That Powers Real Change
Nextiva’s Unified-CXM platform already handles over 10 billion customer interactions per year. It serves more than 100,000 global businesses, including some of India’s most respected brands.
Clients like Tata Play, ICICI Bank, Xiaomi, Cred, and PhonePe trust the platform to engage customers across 35+ digital channels. Whether through WhatsApp, voice, social media, or email, Nextiva empowers companies to connect in real-time and at scale.
For example, Tata Play reduced customer resolution costs by 40% using Nextiva’s platform. By unifying support workflows and enabling WhatsApp as a core service channel, they transformed service delivery.
Clearly, this isn’t theoretical innovation—it’s practical transformation.
What Makes Unified-CXM Different?
Most businesses struggle with fragmented customer data. Conversations happen across platforms, departments, and systems, leaving teams disconnected and slow to respond.
Nextiva solves this challenge.
Its Unified-CXM platform brings voice, messaging, chat, email, and social together into one seamless, AI-powered interface. It activates real-time insights. It enables personalized interactions. And it drives measurable business outcomes.
Moreover, the platform is protected by over 50 patents in CX, AI, and automation. With backing from Goldman Sachs and a customer-first mission at its core, Nextiva is scaling fast—and scaling smart.
Building for the Future of CX
The future of customer experience will be real-time, predictive, and emotionally intelligent. Customers will expect consistent, empathetic engagement across every interaction. Businesses will need platforms that not only support this future—but also evolve with it.
That’s why Nextiva’s investment in India matters.
It’s not just a cost play. It’s a commitment to building next-generation CX capabilities—with India at the center of that vision. The Bengaluru hub will help design and deliver the tools needed to orchestrate complex customer journeys with elegance and efficiency.
As AI, automation, and multichannel communication become non-negotiable, enterprises will look for partners who can deliver speed, simplicity, and scale. Nextiva appears well positioned to answer that call.
CX as a Competitive Advantage
Every business today competes on customer experience—even those that don’t realize it yet.
How quickly you resolve a complaint. How smoothly you onboard a customer. Above all, ow clearly you communicate during a crisis. These aren’t operational details. They’re moments of truth.
Companies that master these moments will grow. Those that miss them will fall behind.
Nextiva understands this reality. Its approach to CX is not just about tools—it’s about transformation. By simplifying the complex, integrating the disconnected, and personalizing the generic, Nextiva is redefining what great customer experience means.
Final Thoughts
Nextiva’s Bengaluru launch signals more than geographic expansion. It marks a strategic inflection point in global CX. With a powerful platform, a growing India footprint, and a deep commitment to innovation, the company is poised to lead.
In an increasingly digital and dispersed world, customer experience is the glue that holds relationships together. By investing in India, Nextiva is betting on the future—and betting on CX as the foundation for global business success.
About Nextiva
Founded in 2008, Nextiva powers over one million users worldwide. Its Unified-CXM platform supports billions of interactions across channels, enabling businesses to acquire, retain, and grow customer relationships. Known for its Amazing Service® culture, Nextiva is headquartered in Scottsdale, Arizona.
Explore more about Nextiva here.
