Nextiva Acquires AI Business Simplify360 to Enhance Customer Support
Nextiva has acquired the AI business Simplify360 to bolster the customer support solutions of its UC and collaboration platform.
Simplify360 leverages automation and AI to enable businesses of all sizes to deliver excellent customer support across multiple channels, including live chat, e-commerce, social media and online reviews. The acquisition includes Nextiva adding Simplify360’s capabilities — including helpdesk CRM, social media management, live chat and reputation management — to Nextiva’s platform.
Tomas Gorny, Co-founder and CEO of Nextiva, said:
From day one, Nextiva’s vision has been to bring together all communication channels into a single stream of conversations with productivity, customer and contact management, and collaboration tools. We are on a mission to put an end to unhappy customers and frustrated teams. No more time wasted toggling between multiple applications – Nextiva keeps teams productive and connected with customers, colleagues, and vendors from wherever they are in the world.”
Integrating Simplify360’s customer service-oriented solutions with Nextiva’s platform intends to reduce the inefficiencies of users switching between multiple applications for different needs. It should also improve agent productivity by introducing AI-powered solutions to help streamline their workflows.
DTEN Becomes a Microsoft-Certified Teams Partner
All-in-One video collaboration solution provider, DTEN, became a certified Microsoft Teams OEM partner this week.
DTEN has been most prominently known for delivering Zoom-compatible solutions to date. It is also renowned for breaking new ground on touch, camera and microphone technology, specifically in the hybrid meeting space.
Doug Remington, General Manager of EMEA at DTEN, told UC Today he and his colleagues were excited about translating their successes with the Zoom ecosystem to the Teams world. “This simplified, optimized, advanced meeting room and hybrid classroom experience we offer on a global level,” Remington says.
DTEN has also been lauded for its track record of innovation, which would complement Microsoft’s frequent feature releases for Teams. “Microsoft Teams is constantly releasing new features, which means there’s a lot of innovation and new functionality coming out, which is an environment DTEN are extremely familiar with,” Remington adds.
Healthcare Provider CTO Calls for More Cross-Collaboration Between Platforms
Shival Seth, CTO for Grand River and St. Mary’s hospitals in Ontario, Canada, told UC Today during a discussion of what technology he would like to see created in the future that he would appreciate more cross-collaboration between vendors and their platforms. Seth said:
From the healthcare perspective, or from any industry perspective, one thing you want less of is having another tool to work through instead of having one tool that can do everything. It’s now coming to the point where you have 10 different solutions which can provide you with 10 different functionalities. What I would like to see is the partners and vendors looking at how you can bring all those things together into one single pane of glass.”
Seth also articulated the reality of healthcare providers adjusting to hybrid work, with integrating Webex with clinical services and virtual care as two of the primary challenges during the pandemic.
Seth mentioned AI’s potential impact on healthcare provision and, in the right circumstances and with the right tech stack, was open to its integration into the hospitals’ processes: “Hospitals are in the business of providing patient care and saving lives. If you can utilize the power of this business transformation and AI to provide better services and more effective care to your patients, that is the way to go.”
Zoom and Oracle Partner to Deliver Better Virtual Care
Oracle and Zoom have partnered to provide better telehealth services.
Capabilities connected to Oracle Cerner Millenium allow providers globally to join patient appointments simply and painlessly to electronic health records (EHRs). The solution also offers clinicians a connected workflow and tools to record updates in the patient’s EHR, saving time.
Stephanie Trunzo, Senior Vice President and General Manager, Oracle Health, said that Oracle’s partnership with Zoom was an important step for advancing telehealth options and giving patients increased options for care. “This unified system enables caregivers to better engage and serve patients even when they are remote,” Trunzo said, “helping reduce practitioner’s administrative burden and increasing access to care.”
This solution also allows healthcare providers to offer telehealth care services to more patients, including those who may be more challenging to reach due to poor health, lack of transportation, or living in a rural location.
from UC Today https://ift.tt/btRwo4r
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