Too Customer chose Nixxis Morocco for a complete integration of its call center located in Casablanca.

For three years, Too Customer rented its positions from Phoneo group, equipped with an Alcatel-backed intranet solution.

Today, the customer is very pleased and in addition to his main business of appointment scheduling, he wants to offer the possibility of renting positions in his plateau with an international leased line and the Nixxis CRM.

In order to achieve these goals better, Dynafix has established a very demanding project specification to integrate their contact center and support essential elements such as:

• A multimedia approach including, voice, chat and emailing
• Functionalities on the web site enabling communication between Dynafix and its customers
• The integration of different internal applications

Twenty potential providers responded to this project specification. After analyzing the technical and operational capacity to meet their needs, they chose Nixxis and the Nixxis Contact Suite.

The main selection criteria were opening up the product to integrate it with their applications, understanding their requirements and innovating aspects in relation to the competition, with regard to operational aspects of the solution.

Aterno manufactures, commercializes and installs its products. Aterno worked with a solution that took all management of these operations into account. In order to be even more efficient, Aterno consulted several companies searching for a solution change and finally opted for Nixxis.

Nixxis covers essential functionalities covering debt collection such as caller ID, automatic pre-qualification, call qualification, home message configuration, pending, warnings, the automatic display of the creditor’s file (with detailed information and contact history), the possibility to switch to “contact research” to quickly retrieve the caller’s information, intelligent distribution of the call with portfolio management, overflow call management, time expectations management, transfer management, hook management and also for outbound calls, automatic generation of calls with pop up menu in “preview” mode with a “progressive” and “predictive” click to call, management of business data files associated with call files.

Nixxis placed the media gateway in Reunion and in Guadeloupe. Guadeloupe receives direct flow of Guyana, Martinique and St. Martin via owners of seabed lines, itself connected to Cirpack.

In terms of bandwidth, Nixxis proposed call parking. Once the call reaches the media Gateway, it is parked and a data flow examines the application server to find the matching employee to take this call.

Once this is done, the voice passes on Mauritius Islands, the bandwidth is greatly reduced and the result is a higher voice quality.

Concerning campaign management, Nixxis proposes a standard campaign manager with sub-activities (inbound and outbound), avoiding the duplication of databases and avoiding the important amount of work that represents its consolidation.

Statistics are directly available without any manual intervention.

An employee can now work on several campaigns simultaneously, but also on various campaign activities (an employee can take calls for the customer service and also appointment scheduling in outbound calls). It is no longer necessary for the employee to connect to a different account each time, his statistics are thus strengthened.

This platform has telecom advisors in outgoing and incoming calls with a rebound of automatic sheets and smart call distribution for portfolio managers.

This service is responsible for managing all appointments made by commercial agents concerning cost reducing communities, health services, ophthalmic services and private sector companies.

The manager can then propose, modify or move an appointment using its intuitive agenda interface, integrated to Nixxis’s NCS solution. The number of appointments generated a day has been multiplied by three compared to the previous solution.

Exelcia now has monitoring tools enabling it to manage the working time of managers better and thus further improve its productivity.

Interphone Algeria, provider of the Orascom Group for incoming call campaigns for the mobile activity called Djezzy, once again trusts the Nixxis solution. Today, Interphone possesses the largest Nixxis inbound call platform in Algeria with a little more than 400 work stations.