- NFON is already delivering on its strategy and transformation, with more planned
- NFON Intelligent Assistant: Future-ready to support NFON partners with AI-supported communications, and introducing Nia
- NFON expands and invests in development capacities, demonstrating its commitment to the corporate strategy
NFON, one of Europe’s leading providers of integrated business communications, is on track with key developments in its corporate strategy NFON NEXT 2027. NFON is continuing to demonstrate their investment in building long term relationships with all of its partners, and that means being future-ready.
NFON are on a mission, and they are delivering at pace, demonstrated in their recent “AI & Innovation Organisation” event, which showcased the investment being made into seamless integration of AI functions into the smart cloud communication platform and the expansion of international locations – key areas of the dual transformation.
Patrik Heider, Chief Executive Officer of NFON AG, summarises the vision: “We are rethinking business communication, inspiring and connecting people to grow together sustainably – this is our guiding principle. With NFON NEXT 2027, we will take business communications into a new dimension and are focusing on two crucial levers: firstly, we are optimising our core business in order to further boost efficiency and profitability, actively driving innovations with artificial intelligence that unlock new market potential and strategically expand our portfolio. This is how we are fulfilling our mission to ensure sustainable and profitable growth – both faster and stronger than the competition.”
Strong words indeed, but NFON is proving to be following this path consistently and successfully – and actively shaping the future of business communications as a leading provider in the market. The company focuses on operational excellence, automation of business processes and an optimised customer experience in order to establish itself as a market leader in AI-based business communications.
Embracing Innovation: NFON AI & Innovation Organisation
NFON is ensuring that processes are optimised and driving innovation to be more agile and expand their competitive advantages and position themselves for the future in an increasingly networked world. Jana Richter, Executive Vice President AI & Innovation at NFON AG, explains:
“The more precisely we understand our customers’ requirements, the better we can further develop our solutions, and thereby make a real difference as a provider of AI-based business communications.The key points for companies that deploy our solutions are improvements in customer experience, efficiency and productivity enhancements, and stronger and smarter decision-making processes.”
An important milestone on this path was the acquisition of AI specialist botario in August 2024, which now includes NFON’s AI expertise centre. NFON has developed a sustainable innovation cycle that combines all key phases: from initial idea and concept through to data science and engineering as well as implementation and practical applications.
“This holistic integration ensures that innovation does not just remain theoretical but flows directly into customers’ day-to-day work as tangible progress. We are continuously expanding our teams in the AI & Innovation Organisation – and turning ideas into real solutions. We are creating a powerful innovation portfolio that offers significant added value,” notes Jana Richter.
NFON Intelligent Assistant, and introducing Nia
NFON and botario are setting new standards in business communications by enhancing customer satisfaction and the overall customer experience with the introduction of NFON Intelligent Assistant.
NFON Intelligent Assitant enables NFON partners and customers to connect with NFON using integrated modern methodology and technology, thereby communicate more efficiently and together grow more sustainably.
AI-based functions in the three portfolio categories Business Telephony, Intelligent Assistant and Customer Engagement are transforming the way companies interact. These three areas optimise processes, enhance personalisation and ensure maximum flexibility. Thanks to their scalability, the solutions adapt dynamically to requirements and evolve continuously in line with market developments.
Jana Richter comments: “We are not only developing leading-edge technology, we are also giving our customers the confidence to trust in solutions that will accompany them securely and successfully into the digital future. Innovation, reliability and responsibility are the values that we pursue and that flow into our AI-based business communication solutions – as “made in Germany” stands for more than just quality.”
The AI-based chatbot Nia (illustrated) has been introduced on the NFON website. NFON’s intelligence assistant is available to provide visitors with rapid and precise information and immediate help with queries. Nia ensures that users receive direct support at all times – 24/7 and avoid long waiting times. “Nia is a knowledgeable assistant that not only provides answers quickly, it also gives users the confidence that their questions will be answered competently and efficiently,” notes Richter.
Nia is available for the partner landscape in the partner portal. International websites include Nia, and Nia chatbot is being rolled out to country-specific websites at pace.
NFON focuses on AI in cloud telephony: Introduction of voicemail transcription
NFON is expanding its cloud communication platform to include its first AI-based function: voicemail transcription. The release, planned for March 2025, represents the first step in a series of planned AI integrations into NFON’s cloud telephony.
This new function enables companies to transcribe voicemails quickly and efficiently without having to listen to an entire audio recording. The transcripts are also delivered via e-mail, making it easy to manage and quickly record information. The function will be available in the web and desktop apps as well as in the mobile app.
Further AI-based features are already planned for 2025, including call transcription and call summarisation, which are intended to further optimise communication and enhance user experience.
Customer Engagement with pioneering AI functions
NFON has been demonstrating strong AI expertise with its CC Hub since the beginning of 2024.
NFON Contact Center Hub was designed to integrate features managing CRM, Workforce Optimization, PCI-DSS payment software, quality management and e-commerce into one solution, whilst still being omnichannel, including having email and web chat capability. This omnichannel contact centre solution is being expanded continuously with AI functions, with a focus on smart automation, higher productivity for agents and optimised processes.
Current innovations include the standardised user interface for chatbot and voicebot as well as AI-based statistics. For 2025, further innovations are planned, including automated analysis of e-mail attachments, smart routing for more efficient customer communication and the integration of large language models into bot workflows.
The continuous development and investment in the NFON Customer Engagement portfolio category demonstrates that NFON is setting the pace with its leading offering in AI-based business communications.
Strong signal for the future: New hub in Republic of Kosovo
NFON is continuing on its growth path and is opening a new location in the Republic of Kosovo in April 2025 – a strategically important step that will sustainably expand its own competitiveness.
“With our new hub in Pristina, we are sending a strong signal for thefuture of NFON. The region not only offers a growing pool of highly qualified IT and software development talent, it is also developing into a major technology hub with a strong ecosystem,” comments Andreas Wesselmann Chief Technology Officer of NFON AG.
“This offers NFON the opportunity to recruit additional highly qualified specialists who will make a significant contribution to the further development of innovative solutions with their expertise and creativity.”
NFON plans to recruit a total of 30 new employees for the team in Pristina by the end of 2025, including for the R&D, Finance and Human Resource areas.
Article contains some forward-looking statements, and should not be solely relied upon as a prediction of future events
