Agent multimédia


Une interface unique d'agent équipée pour un déploiement "one-click".


Afin de restreindre le temps de formation des agents au minimum, nous avons simplifié leurs interfaces. Des commandes ergonomiques utilisent des codes couleur et permettent aux agents de facilement changer leur statut de travail.

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  • Description

    Vue multicanal unique
    L'interface multimédia Agent permet au téléopérateur de faire face à différents contacts simultanément. L'agent gère plusieurs voix, sessions de chat ou e-mails et bascule librement entre ces sessions. L'état des contacts en cours est présenté à l'agent d'une manière intuitive. En outre, l'agent disposera à la fois des informations liées au contact et de l'historique de ses interactions.
    L'interface de l'agent donne accès à des outils de script, des ensembles de logiciels ou encore à des applications sur mesure. Lorsque l'intégration est nécessaire, un ensemble d'API est disponible afin d'intégrer ces boutons avec l'interface utilisateur de l'agent. L'interface de l'agent est aussi ce qu'on appelle un «un gros client déployé en un seul clic». L'interface fournit un ensemble de barres d'outils afin de gérer ses activités multimédia:

    • Initier un appel
    • Transférer un appel
    • Mettre un appel en conférence
    • Raccrocher
    • Enregistrer une conversation
    • Mettre un appel en attente
    • Mettre fin au mode
    • Mettre en pause
    • Envoyer un SMS
    • Lancer une session de chat
    • Manipuler un e-mail entrant

    Facteurs de différenciation

    • Donner aux clients le choix du canal de communication - voix, e-mail, fax et chat, ainsi que les SMS et médias sociaux
    • Montre à votre agent les informations liées au client de façon très rapide
    • Motiver avec des campagnes d'appels sortants créatives pour construire votre marque, fidéliser votre clientèle et ouvrir de nouvelles sources de revenus
    • Réduire le temps de formation des agents
    • Améliorer la performance des agents - agents distants inclus
    • Interchanger facilement des agents entre les équipes, les activités et les campagnes.

    Autres produits qui pourraient vous intéresser:

  • Contact centre emails are actually conversation tools.

    The NCS e-Mail engine ensures that your SLA's are respected and that all e-mails request are for example answered within 24 hours. This has a major impact on the customer satisfaction and it subsequent purchase or repurchase rate in the case of a loyal customer.


    Description

    Email has become since several years the unmissable communication media within and between organizations. Email is also complementary to telemarketing and as a results required an increase in the handling time of e-mails. An email should preferably be seen and processed immediately.


    Handling by agent
    The Nixxis email option provides a structured queue of incoming e-mail and it is sent to the agent with the right skills. This agent can then write an answer, forward and/or put it back in the queue for a given period. Using predefined texts, adaptable by the agent, e-mails can be handled quickly and efficiently. It is of course also possible to add attachments.

    Script
    Besides the screen to answer the e-mail, the agent has a script. Using this script, instructions are given and answers can be sought in a customer database. The agent can also identify the customer or new customer data. It builds in a simple manner a complete customer history through the various communication channels.

    Blending
    The number of emails handled simultaneously by the agent can be defined. This involves that various interaction channels are ""blended"". Both 'open' e-mails and e-mails entered via a contact form on a website can be processed. An e-mail can also be linked to an outbound campaign for telemarketing or broadcast purposes.

    Follow-up
    After sending an email, it is possible to make a call and qualify it using result codes (Qualifications). Likewise, the follow-up flow can be determined, such as approaching the customer two days after sending the email.
    It is also possible to send an e-mail automatically after sending an information brochure. This enhances the strength of the leaflet, and increases the chances of achieving the goal of this commercial brochure.

  • Instant response messaging is a strong selling agent in e-commerce.

    Chat is a conversational engine between people through a digital medium. It is more interactive than e-mail and looks more like a telephone or SMS conversation. Besides e-mail, chat is an important medium within and between organizations. Increasingly, seen as too intrusive people do not call anymore but contact digitally. Chat provides a good compromise.


    Chat Management
    Through chat, your agents will be able to handle direct conversation and assist your customers. The customer need only to be connected to any chat engine to interact.
    The NCS chat engine provides an intelligent distribution of chat requests. Requests can be queued and then delivered to an agent who has the right skills. It is of course possible to chat to answer, handle multiple chat sessions simultaneously and to forward chat to a colleague. Through predefined answers, which can be adjusted by the agent, chat conversations are handled quickly and efficiently, while maintaining the quality standard.

    Custom
    With the use of keywords, it can be recognized what kind of question are asked and the agent can answer it by pressing a button. After a while the intervention of an agent can take over from the automatic system. People can eventually become specialized in certain matters for interacting with the customer. When no defined answer exists, then the agent can define (with or without help) its own answers.

    Use your website for your customer contact
    NCS can initiate a pop-up window via your website (which can be installed in various ways) to site visitors / customers to invite them to chat. For visitors idling for example on a page, it may show up a pop-up window with an invitation to a chat session. If a buyer is staying a defined time in a shop, then a qualified employee can come to help during ordering or answer questions about the different products offered. These responses can be predefined.

    After each chat sessions it is possible to qualify it based on result codes (Qualifications). Moreover, follow-up flows can be defined, such as calling the customer two days after the chat for example.

  • Multiple campaigns for multiple companies via multiple media.

    Email, chat and telephony, all those communication channels are used in and between organizations. All these media are expected to be handled quickly. E-mail shouldn't be expected to be handled quickly in an hour at the end of the day.


    Description

    NCS allows blending (mixing) between different activities in different ways. The advantage is that all agents can be used flexibly, without being stuck in a particular campaign or certain medium. They are used on multiple paths and therefore more valuable to the organization.


    Inbound activities: multiple inbound campaigns can be blended to the same employees
    Example: Two agents get calls from customers who seek contact with two different companies. Both agents receive calls for both companies. An agent goes on vacation or just need to break, the other agent can handle calls without retraining or reconfiguration in the Nixxis Contact Suite.

    Inbound and outbound activities: inbound and outbound activities can be blended to the same employees.
    Example: A contact centre functions as a remote service for a company. This company would like to start a campaign to win back some customers and turnaround the contact centre for (telephone) support. The agents that already supports the company and knows a lot about it can, for example, work on the outbound campaign during the time in the time they do not receive any calls for the support service.

    Outbound activities: employees can work at the same time on different outbound operations.
    Example: Campaigns for multiple companies and these companies have multiple projects. An agent can be trained for a specific company and answers for all projects of this company. So there is some work variety for the agent, but a specialization in this business. Also, the informed agent on the various projects can then be used further to participate to other calls.

    Multi-media blending: employees can at the same time work with different interaction channels.
    Example: Calls, chats and e-mails are alternately or even simultaneously sent to the agent. Thus, the agent is at the time that no call is received, automatically handling e-mails. The waiting time of the agent is limited and the agent is more productive for the organization.

  • Nixxis Agent Datasheet

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