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“Nextiva is definitely the fairest and best option for cloud communications.”


Pete Ciampa | IT Service Desk Analyst

FOUNDED2005
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EMPLOYEES 2000
LOCATIONS4
PLANNextiva Office Pro
w/ Enterprise Upgrades
FAVORITE FEATURES Nextiva Analytics Nextiva App Nextiva Clarity

Criteo is a company focused on retargeting advertising, working with Internet retailers to personalize online ads. Using cookies, they create banner ads to show what individuals were previously looking at. Started in France, they have spread across the United States and Latin America, opening up multiple offices in cities including Boston, New York, Chicago, and Miami.

Pete Ciampa works out of Boston as Criteo’s IT Service Desk, managing IT for the United States and Brazil. Until early 2016, most of the offices were using analog phones through Digium. In the company’s early days this suited them, but they soon outgrew this solution. They only had 16 lines, so callers would receive a busy signal if more than 16 users were on the phone at once. Knowing that they would continue to grow rapidly, Ciampa sought out a flexible solution that would be able to scale and adjust with them, and could connect their U.S. offices in one system.

Ciampa further commented, “The transition in Boston was flawless… it went off without a hitch! The next morning sales didn’t even know anything changed until they heard the difference in sound quality and realized that they were all able to be on the phone at the same time.”

They began looking at switching the phone system for the Boston office first, as it housed the biggest sales team and had the most urgent need for change. Ciampa and his colleagues created a business case for a new telecom system and began researching options to consider during the decision process. “We found that Nextiva was by far the most reasonable option,” Ciampa explained. “Some of the other providers, like Comcast, were double the price! And Nextiva offered the same, if not more, features than them.”

The team in France had the final say on the decision, and ultimately chose Nextiva. Soon after, the IT team began working with Nextiva to plan the switch. Ciampa stated, “Since phones are so vital to our business, we needed the Boston office to basically transition to Nextiva overnight. Two sales engineers from Nextiva came on-site to our office to help us do just that so we didn’t have to worry about anything getting confused!”

With onsite installation, Nextiva’s experienced technicians travel to the office that is implementing Nextiva services and handles the entire setup and transition process. The Nextiva team begin configuring the phones and system a day before the actual switch, and then provision existing phones or install new ones at night while nobody is in the office. With this process, they avoid disrupting normal business hours.

Ciampa further commented, “The transition in Boston was flawless… it went off without a hitch! The next morning sales didn’t even know anything changed until they heard the difference in sound quality and realized that they were all able to be on the phone at the same time.”

Nextiva provided sales training the day after the on-site installation of the new system. As a part of onsite installation, the Nextiva technicians provide general user training and administrator training. Those leading the Criteo IT team selected which features they wanted the office to learn, which included the Nextiva App. Over 50 sales representatives have adopted the feature, allowing them to use their cell phones as their desk phones so they can make and receive calls when they’re away from the office using their business phone number. “They love having the freedom to adjust their cell phone’s caller ID, and make it seem as though they are still at their desks,” Ciampa said. “They caught on quickly with the training from Nextiva and were able to start using the App right away.”

The separate administrator training focused largely on using the NextOS 3.0 portal, which is used to manage Nextiva’s cloud phone service. This smaller session taught the IT administrators how to properly configure their call flow and features and make any changes they might need to their setup. This included how to change the auto attendant, reassign phones to employees, or edit voicemail messages. They all found the interface to be user-friendly, intuitive, and simple to learn.

The Nextiva representatives also introduced Criteo to Nextiva Analytics, the reporting and analysis tool that integrates with their cloud phone system. They helped them build the reports and dashboards they needed to report on their team’s activity across their locations, as well as use wallboards and company-wide gamification. Ciampa assured that this quickly became the office’s favorite tool. “The sales representatives love that they can log in to Analytics and check their call stats against other team members and locations. They don’t have to use pens and paper for anything anymore! Plus, the sales managers also like being able to look at their reps’ numbers to track performance.”

The Boston office has completely embraced Nextiva Analytics, now using the gamification portion as well. On televisions throughout the office, there are live leaderboards for the sales team to watch. They have the ability to create teams, custom reports and leaderboards, and display whatever they would like. Ciampa explained, “It’s a great way to improve their productivity. It adds a bit of friendly competition to the sales floor, and it motivates everyone.”

The Boston office has completely embraced Nextiva Analytics, now using the gamification portion as well. On televisions throughout the office, there are live leaderboards for the sales team to watch.

Since implementing Nextiva in Boston went so well, they decided to also bring the service to their New York, Chicago, and Miami offices over the next few months. New York also had onsite installation, and the smaller offices in Chicago and Miami decided to install on their own. All four locations are now happy with their Nextiva service, and are pleased with a few features in particular.

Criteo also decided to install Nextiva Clarity cloud-based firewall devices at each location to increase network transparency and automatic Quality of Service (QoS) for clear voice quality. “The Nextiva Clarity router has been especially helpful for troubleshooting network issues. All my experiences with Nextiva’s Support team have been great, and with our Clarity devices, they are able to see into our network to easily pinpoint if there are any issues and correct them. They have even been able to prevent some issues proactively, so we never had to worry about anything actually being affected on our end,” Ciampa commented.

With the headquarters of Criteo being based in France, there was an obvious need for international calling. There is also a large office in Brazil that they communicate with frequently. Everyone is now able to call internationally, which is particularly important for the Miami office. Miami sales representatives typically only call internationally, as they are focused on Latin American sales. The call quality is the same as for domestic calls, and simple for all to use.

“Nextiva has been great for Criteo. For the features we get, it’s an extremely reasonable price. The staff has been great to work with, quick to get on the phone, and very willing to help whenever we have a question. Nextiva is definitely the fairest and best option for cloud communications. We didn’t have much of a phone system before Nextiva, and now we have many options and features that are fantastic,” Pete Ciampa concluded.

 


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Learn how Nextiva Analytics gives you unprecedented insight into your business.



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