NFON, a leading European provider of integrated business communications, presents key developments in its corporate strategy NFON NEXT 2027 at the NFON International Press Talks. The focus of the event will include the expansion of the “AI & Innovation Organisation”, the 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.”
NFON is 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.
Artificial intelligence not only enables companies to optimise processes and drive innovation, but also to be more agile, 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 and the expansion of the “AI & Innovation Organisation”, which now includes NFON’s AI expertise centre. Jana Richter continues: “The transfer to the AI & Innovation Organisation enables us to take our technological development to the next level – and herald a new era at NFON.”
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.
The gradual integration of AI into existing products and the development of flexible solutions are essential in order to enhance customer satisfaction and strengthen NFON’s market position in the long term.
With NFON Intelligent Assistant, NFON and botario are setting new standards in business communications, meaning companies can connect more intelligently, communicate more efficiently and 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 is being introduced for the first time on the NFON website. This intelligence assistant is available from today 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 Jana Richter. Nia is now also available for the partner landscape in the partner portal.
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.
The journey continues: NFON has been demonstrating strong AI expertise with its CC Hub since the beginning of 2024. 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 in preparation, including automated analysis of e-mail attachments, smart routing for more efficient customer communication, the integration of large language models into bot workflows and a modernisation of the “look & feel”.
The continuous further development in the Customer Engagement portfolio category also shows that NFON is a trendsetter with its leading offering in AI-based business communications.
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 the future 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 HR areas.
NFON AG
Thorsten Wehner
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Timm Caspari
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Ulrich Taller
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About NFON AG
NFON AG, which is headquartered in Munich, is a leading European provider of integrated cloud business communications. The listed company (Frankfurt Stock Exchange, Prime Standard) with more than 3,000 partners in 18 European countries and eight branches counts more than 55,000 companies among its customers. The NFON portfolio comprises four areas: Business Communications, Integration, Customer Contact and Enablement. With its core product Cloudya, the smart cloud communications platform, NFON offers hassle-free voice calls, simple video conferencing and seamless integration of CRM and collaboration tools for small and medium-sized companies. All NFON’s cloud services are operated in certified data centres in Germany, with 100% of their energy needs covered by renewable sources. NFON accompanies companies into the future of business communication by offering intuitive communication solutions.
Investor Relations
NFON AG
Friederike Thyssen
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Disclaimer
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