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Combining the latest generation of IP based unified communication with best-in-class industry exclusive functionalities, Nixxis Contact Suite will help you gain 15 to 20% productivity and profitability compared to any other suite on the market.
Making sure your most valuable agents are available for handling customer interactions requires and combination of process and skills oriented organization together with maximum machine intelligence and configuration capabilities.
Nixxis Contact Suite dialling function is an industry standard to work on all kinds of outbound campaigns and provides a complete set of dialling options. Depending on the outbound call volume per campaign there is always one of the best option available.
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.
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.
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.
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.
Profit based routing responds to both the customers’ and the contact centre management’s expectations. As it remains easy to administer, profit based routing will change the way contact centres are operated, resulting in lower costs and more satisfied customers.
Nixxis offers a complete range of latest-generation interactive voice response servers. These can be integrated in the whole interaction workflow in order to get more information from the contact like subscription number, etc… which cannot be deducted from its call number.
Agents acting on several contacts. It is necessary to monitor this, to provide guidance as and when appropriate. How to perform the agents individually, how long standing contacts on hold, what are the results of the campaigns?
You can have hundreds of agents, tens of supervisors but you will mainly have a few Administrator. So, everything is done to make their life easy as these precious IT experts need to be productive to keep you Contact Centre within its business objectives.
One fundamental aspect of quality is the replay of the interactions conducted. It's part of coaching process for the agents, for checking appointments and adding information for the customers. It is also useful when a customer gives a verbal agreement to be executed (voice log), but there are more options to consider. It is of course valid for all media's (voice, email, chat, etc...
Everything that happens, is kept in the NCS database. The historical database contains all information about what agents have done, what happened to the various customer contacts and how they were closed / qualified (Qualifications). Everything is written in an open database. This gives the flexibility to the NCS Reporting Tool.
Answering the phone is one thing, but the way the phone call is used is another story. Without too much training and education, an agent should be able to be productive for a company or a project on which it is allocated. Clear communication about this is a must also sometimes for legal reasons (what can be said or not). This objective is achieved through the scripts in NCS.
Nixxis Contact Suite Preventive Monitoring module makes sure that everything is running fine within the system and that no problem of software or hardware faults will compromise your daily operations.
Investing ever more scarce capital into ever changing infrastructure has proven to be a risky bet for most corporation needing to flexibly follow the market trends. Nixxis Cloud brings you best of both worlds.