Customer Success Spotlight
Top Ad Tech Company Equips Workforce with Superior Phone Service
Best-in-class advertising platform, Criteo, gave their employees the flexibility they craved to serve their prospects and clients anywhere.
Professional
Plan
2005
Founded
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.
Favourite Features: Nextiva Analytics, NextivaONE App, Nextiva Clarity
“We found that Nextiva was by far the most reasonable option. Some of the other providers, like Comcast, were double the price! And Nextiva offered the same, if not more, features than them.”
Pete Ciampa, IT Service Desk Analyst
A VoIP Phone System that Evolves with You
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 multiply, 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.
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.
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.
Pete Ciampa
IT Service Desk Analyst
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 transition to Nextiva overnight basically. 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!”
A Non-Disruptive Transition
With onsite installation, Nextiva 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.
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.
Pete Ciampa
IT Service Desk Analyst
With this process, they avoid disrupting regular 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.”
Team Training
Nextiva provided sales training the day after the on-site installation of the new system.
As a part of the 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 NextivaONE App.
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
IT Service Desk Analyst
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.”
3 Takeaways you can pull from this story:
01
Flexibility and freedom to make calls from anywhere there is an internet connection.
02
Upgrade your old phone system to one of higher quality with no disruption.
03
Feel comfortable and confident with proper training for your new phone system.
Nextiva powers 1 million+ users and billions of interactions annually.
See how Nextiva can help your business deliver exceptional experiences as you engage, market, sell, and service.
