Multimedia Call Centre Agent


One single Agent interface equipped for "one-click" deployment.


In order to keep training time of agents to a strict minimum, we have simplified the agent interfaces to easy to grasp ergonomic commands using colour codes and allowing agents to easily interchange their working position.

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  • Description

    Single multichannel view
    The multimedia call centre agent interface enables the agent to deal with different customer interactions simultaneously and via multiple channels. The agent can then freely switch between these sessions. The Administrator can also limit the amount of simultaneous sessions per agent or on a team basis. The interface provides a set of toolbars to handle the multimedia activities. These toolbars can be customized to the agent’s requirements. The status of the current contacts is displayed in an intuitive way including both contact related information and the history of previous interactions. Through this interface, the agent accesses the scripting tool or any other software packages or bespoke applications.
    Where needed, a set of APIs is available to integrate this toolbar with your existing agent’s user interface. For ease of remote deployment, the agent interface is a so-called “one-click deployment client”.
    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 an sms
    • Start a chat session
    • Handle an incoming mail

    Key differentiator

    • Give customers their choice of interactions — voice, email, fax and chat, as well as SMS and social media
    • Gives you agent the view to connect to customers in a knowledgeable way faster
    • Motivate with creative outbound campaigns to build your brand and customer loyalty, and open new revenue streams
    • Reduce agent training time
    • Improve agent performance — remote agents included
    • Easily interchange agents between teams, activities and campaigns.

    Others products you can be interested:

  • 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 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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