Multimedia Agent
Multimedia Agent interface
The Multimedia Agent interface enables the agent to deal with different contacts simultaneously.
The agent handle several voice, chat or e-mail sessions and freely switch between these sessions.
The interface provides a set of toolbars at his disposal in order to handle his multimedia activities:
- Initiate a call
- Transfer a call
- Put a call in conference
- Hang up
- Record a conversation
- Put a call on hold
- End the wrap up mode
- Get in pause
- Send a sms
- Start a chat session
- Handle an incoming mail
The status of the current contacts is presented to the agent in an intuitive way. Moreover, the agent will dispose of both contact related information and the history of previous contacts.
Nixxis provides an agent toolbar using all those functions without any integration with the existing agent user interface.
This toolbar can be modified, every agent can change it as he wishes.
The agent interface gives access to scripting tools, software packages or bespoke applications.
Where integration is needed, a set of API’s is available in order to integrate those buttons with the existing agent’s user interface.
The agent interface is available in two versions:
- Thin client,without deployment
- Fat client,with a one-click deployement, when needed to cover integration needs with other applications.
Outbound Dialler
The Nixxis outbound dialler can initiate the calls using following dialling modes:
- Manual Dialling
- Preview Dialling
- Progressive Dialling
- Power Dialling
- Restricted Power Dialling
- Predictive Dialling
- Call backs only
- Automated Multi-Channel Interactions (voice, email, sms,...)
Multiple simultaneous call list dialling
Features offered by Nixxis’ outbound management include Multiple imultaneous
Call List Dialling.
The outbound dialler can analyse all call lists and pass the communication to the appropriate agent with the appropriate script pop-up or agent interface.
Agents may participate in several simultaneous outbound campaigns. This is certainly interesting when the end of call lists is reached and productivity is going down.
The outbound dialler can merge call lists and will pass the communication onto the appropriate agent with pop-up of script or other agent interface. This makes it possible to deal with all end of list call backs while reaching the objectives without impacting the productivity.
Intelligent end of call list management
Nixxis uses dynamic call list filtering in order to improve the efficiency of your outbound activities.
Global analysis and reporting
Call lists are not static files assigned to a specific calling activity. All activities of a business campaign use a common contacts file. The call lists use subsets of that contact file depending on defined criteria.
The notion of multi-wave campaigns allows other activities (inbound calls, emails, other outbound activities) to impact the status of the contact and create a condition by which that contact should be added or removed from the call list.
This global contact file allows combining activities resulting in a global analysis and reporting.
Automatic Call distribution
Distribution
Rather than a traditional automatic call distributor, the Nixxis Contact Suite interaction Engine serves as a flexible automatic interaction distributor for phone calls, e-mails, sms and fax.
Agents are team members. Teams can be allocated to distribution queues allowing interactions to be routed to an agent of the right team:
team based routing.
Assigning skills to agents allows handling interactions in a more sophisticated way: skill based routing.
In a team, agents can handle multiple skills over the interaction channels.
The Nixxis Contact Suite Interaction Engine will perform the routing to the agent with the appropriate skills.
The Nixxis Contact Suite Interaction Engine can go further than this skill based routing.
The Nixxis Contact Suite Interaction Engine can investigate the potential value of the call,
and match this with the cost of the appropriately skilled agents. The call will be routed to the agent with the lowest cost, wherever his site may be. This is called profit based routing.
This potential value is not static but can evolve depending on the elapsed time or on information gathered in the IVR.
Even though the routing mechanisms are sophisticated and totally appropriate, they remain easily manageable.