What Nexteria does

Nexteria S.r.l. a socio unico is an Italian Business Process Outsourcing (BPO) and ICT consulting company founded in Milan in 2011 by Luis Caramagna (CEO) and Diego Traversi (President), specializing in Customer Relationship Management services delivered entirely from Italy. The company operates four integrated business lines: Tailored CRM (multichannel customer care covering lead generation, teleselling, field management, help desk, sentiment analysis, upselling, cross-selling, and churn management in B2B and B2C contexts), Consulting (business process improvement using proprietary BIAR Business Impact Analysis Report and ESR Evolutive Scenario Report methodologies), Automotive Academy (delivering approximately 2,800 training days per year to car manufacturers and dealer networks on mechatronics and commercial topics), and Innovation services focused on customer journey optimization across six impact areas (Multichannel, Personalization, Velocity, Reliability, plus two additional dimensions). Underlying technology combines proprietary frameworks (the Fabbrica Sinapsi operational model, BIAR, ESR) with partner-enabled capabilities including Robotic Process Automation through Kryon LEO, voice AI through Spitch AG (speech recognition, voice biometrics, sentiment analysis, emotion detection), NLP and machine learning through QBT Sagl, and contact center infrastructure via XCALLY (Xenialab) and Zendesk. The company maintains ISO 9001 (Quality Management), ISO 22301 (Business Continuity), and ISO 27001 (Information Security) certifications for design and delivery of CRM services, and operates from headquarters in Milan with offices in Rome (Automotive Academy) and Verona (Northeast Italy operations).

Nexteria's revenue model combines managed services contracts for BPO/CRM delivery, professional services revenue from consulting engagements and automotive training (priced per training day), and partnership-driven revenue through technology alliances (Zendesk Ambassador status in Italy, XCALLY distribution, InfoCert WebID integration). Pricing is not publicly disclosed; services are sold through customized B2B contracts under a "try and buy" pilot model where clients trial services for 1-3 months before longer-term commitments. The customer base consists of 50+ enterprises and multinationals across automotive, healthcare, banking, media and publishing, energy and chemical, mail and transport, travel, consumer products, industrial goods, and technology/telecom verticals, with a 90% client retention rate (clients acquired in 2012 still active in 2018) and an 80% client expansion rate (clients increasing entrusted activities during partnership). GTM is enterprise field sales executed through dedicated Key Account Managers and a Business Development team, supported by strategic international partnerships (e.g., Cibernos for Spain, LATAM, Morocco) and content marketing. On September 19, 2024, Covisian S.p.A. completed the 100% acquisition of Nexteria, after which the company operates as a wholly-owned subsidiary under Covisian's direction and coordination while retaining the Nexteria brand, leadership team, and access to Covisian's Smile CX Pro proprietary platform for international expansion.

Name

Nexteria

Legal name

Nexteria S.r.l. a socio unico

Website

https://nexteria.it

Company type

Private

Founded year

2011

Operating status

Operating

Headcount range

251–500 employees

Short description

Nexteria is an Italian BPO and ICT consulting company providing tailored CRM services, business process consulting, and automotive training (2,800 days/year) to 50+ enterprise and multinational clients across automotive, healthcare, banking, and other sectors, operating from Milan with offices in Rome and Verona.

Ownership category

akta.pro rank

Product category

Customer Relationship Management (CRM) Business Process Outsourcing

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422), Management Consulting Services (54161), Marketing Consulting Services (541613)

SIC

Services-Management Services (8741), Services-Management Consulting Services (8742), Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

General Customer Service (Order/Account/Inquiries) (BPAAABAA)

akta.pro secondary industries

Sales Support & Customer Retention (Upsell, Win-back, Loyalty) (BPAAABAB), Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN), Order Management & Customer Fulfillment Support (BPAAAAAE), Financial Planning & Analysis Support (Budgeting, Forecasting, Management Reporting) (BPAAAGAJ)

Keywords

• Business process outsourcing
• Customer relationship management
• Automotive training services
• Contact center services
• CRM consulting

Headquarters

HQ city

Milan

HQ country

Italy

HQ region

Europe

Offices3 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Infrastructure, Technology or R&D, Marketing or Sales

Revenue model

1. Business Process Outsourcing (BPO): BPO services for large Italian and international companies in CRM operations. Nexteria integrates technology and processes to build innovative and personalized service experiences. All operations are performed in Italy for both Italian and foreign markets. They work across 8 different industries.
2. Automotive Academy - Training Services: Technical and commercial training for automotive sector. Committents include car-makers and major independent networks. Technical training covers mechatronics vehicle management; commercial training involves driving experiences and comparisons during new vehicle launches. Approximately 2800 training days per year.
3. Consulting and Innovation: Process design and protocol consulting within CRM framework, utilizing technology from strong national and international partnerships. Extracted from and infusing value into operational experiences, with insights from international observatory and university collaborations (e.g., Politecnico di Milano).
4. Customer Management Services: Design and delivery of Customer Care services supporting customer base acquisition, management, and retention in B2B and B2C contexts. Includes Lead Generation, Tele-selling, Field Management, Customer Service, Help Desk, Sentiment Analysis, Upselling, Cross-selling, and Churn Management.

Go-to-market motion2 records

Distribution channels2 records

Marketing channels4 records

Core offering

Nexteria provides outsourced Customer Relationship Management (CRM) and Business Process Outsourcing (BPO) services designed and delivered from Italy for large enterprise clients, complemented by Business Process Improvement consulting using its proprietary BIAR/ESR methodologies and by an Automotive Academy delivering approximately 2,800 technical and commercial training days per year. Its portfolio covers the full customer lifecycle - Onboarding & Sales, Post Sale, Caring & Loyalty, and Churn Management - across phone, chat, social media and webcam channels, supported by RPA (Kryon LEO), voice/AI (Spitch), cloud service (Zendesk) and contact-center (XCALLY) partner technologies.

Product overview

Nexteria is a BPO (Business Process Outsourcing) company specializing in Customer Relationship Management, offering a portfolio of integrated services. The core offering is Tailored CRM (Business Process Outsourcing for customer acquisition, management, and retention), complemented by Consulting (using BIAR methodology), Automotive Academy (2,800 training days/year), and Innovation services. The company operates across multiple industry verticals including Healthcare, Banking, Automotive, Media & Publishing, Mail & Transport, Energy, and Travel. In September 2024, Nexteria was acquired by Covisian Group, integrating its RPA and NLP capabilities with Covisian's Smile CX Pro platform.

Differentiator

Problem solved

Functional benefit

Products and services

• Tailored Customer Relationship Management (CRM) Outsourced Customer Relationship Management BPO service covering the full customer lifecycle - Onboarding & Sales, Post Sale, Caring & Loyalty (with propensity, upsell, cross-sell, sentiment analysis), and Churn Management modules - delivered through phone, chat, social media and webcam channels for large enterprise B2B and B2C clients.
• Consulting (Business Process Improvement) Strategy and process consulting practice using the proprietary BIAR (Business Impact Analysis Report) and ESR (Evolutive Scenario Report) methodologies, delivering AS-IS scenario audits, scorecard design and evolutive scenario planning for Italian enterprises across sectors including banking, media & publishing, and mail & transport.
• Automotive Academy Training and academy offering for the automotive sector delivering approximately 2,800 training days per year, including technical training in mechatronics vehicle management, commercial training and launch events for new vehicles, help-desk support, customer care, and dealer-network tutoring/monitoring for car manufacturers and independent dealer networks in Italy.
• Innovation (Customer Journey Excellence) Customer-journey innovation practice applying a six-areas-of-impact methodology covering Multichannel, Personalization, Velocity and Reliability to redesign and optimize how enterprises interact with customers, drawing on university and international-observatory insights (e.g., Politecnico di Milano).
• Automotive Sector Solutions Operating-model assessment and redesign services for automotive dealers - including BDC, workshop and warehouse - with mystery shopping, customer journey analysis and organizational design for OEMs and dealer networks.
• Banking Sector Solutions Operating-model assessment, comparative Pay-per-time vs Pay-per-call analysis, technological assessment and roadmap, and Q&A management/guidelines definition for banking-sector clients.
• Media & Publishing Sector Solutions Operating-model assessment, short/medium/long-term strategy definition, KPI identification, customer journey redesign and technology scouting for media and publishing clients.
• Mail & Transport Sector Solutions RFx writing and value-added KPI definition, industry benchmarking and scorecard design for the evolutive model, transition management between incumbent and newcomer operators, and knowledge-management preparation for mail and transport sector clients.

Quantifiable outcome

• 80% of clients expanded activities with Nexteria during partnerships
• +4 more outcomes

Named customers5 records

Segments9 records

Ideal customer profiles3 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration6 records

AI capability8 records

Feature5 records

Partnerships

Eight partnerships are on record, tiered core, minor and flagship.

• Spitch AGcoreTechnology or Integration · 17 December 2019Partnership for development and joint commercialization of Customer Management solutions based on voice technologies. Nexteria and Spitch collaborate on Speech Recognition and Transcription, Semantic Analysis and NLU interpretation, Voice Biometrics, Sentiment Analysis/Emotion Detection, and Speech Analytics. The partnership brings innovative voice-based customer management capabilities to various industry sectors.
• KryoncoreTechnology or Integration · 1 January 2017Partnership with Kryon for RPA (Robotic Process Automation) development in Italy. Kryon's Leo platform uses patented intelligent image recognition technology enabling real collaboration between humans and robots in performing complex activities. Kryon has installed tens of thousands of automated processes worldwide.
• Assolombarda (ABC Digital)minorGTM or Marketing Partner · 28 September 2015Partnership with Assolombarda for ABC Digital digital literacy initiative targeting people over 60 in Milan Metropolitan Area and provinces of Lodi, Monza e Brianza. Part of Assolombarda's strategic plan to reduce digital divide and create a digitally accessible city. Nexteria renewed partnership for 2016/2017 edition.
• CibernosflagshipStrategic or Co-development Partner · 23 April 2015Strategic partnership with Spanish technology consulting company Cibernos for joint development of WebID remote identification solutions. The partnership aims to expand into Spain, Latin America, and Morocco markets using Cibernos' established presence. Nexteria transfers operational competencies to Cibernos based on experience in financial and other market sectors.
• InfoCertcoreTechnology or Integration · 23 April 2015Partnership for implementation of WebID, InfoCert's remote identification platform via webcam for qualified digital signature. Nexteria serves as reference partner for WebID implementation in Italy. WebID enables remote customer identification for contract signing, eliminating physical presence requirements.
• AudioNovacoreStrategic or Co-development Partner · 1 August 2013Partnership since 2013 supporting AudioNova's 50+ hearing aid centers across Northern and Central Italy. Nexteria manages first contact with potential customers through lead generation, appointment scheduling, and on-site professional support. Nexteria serves as unique virtual hub for all inbound calls while performing commercial and brand affirmation roles.
• XenialabcoreTechnology or IntegrationNexteria is partner of Xenialab, developer of XCALLY contact center suite - a Made in Italy product for multi-channel customer care management on Asterisk environments. Also provides mobile app development (iOS, Android) and database applications (Oracle, MySQL).
• ZendeskcoreTechnology or IntegrationNexteria is Zendesk Ambassador for Italy. The partnership provides fast, ubiquitous, multi-channel, and integrated service experiences. Zendesk's cloud-based customer service and help desk solutions are integrated into Nexteria's service offering with support available on mobile devices.

Scale indicators9 records

Recent moves9 records

Expansion highlights6 records

Market position

Competitive moat6 records

Key risks6 records

Key highlights7 records

Customer concentration

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles14 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Nexteria