The Nixxis Contact Express engine allow you to create skilled based routing inbound call campaigns. The skills defined on agent level and the required skills defined on campaign level are matched in the ACD algorithm to ensure that the most appropriate agents gets the call.
A set of overflow rules can be defined per campaign to define what to do if the waiting time gets to long.
Every inbound activity can make use of an IVR. A set of wizards allows you to define you IVR flow. Typical IVR flows have a welcome message and 1 or 2 levels of choices a caller can make. Another wizard can be used to define “call me back” scenarios allowing a caller to leave a phone number to be called back. This calling back needs no intervention of the agent or a supervisor. The callback is automatically programmed and will be executed by the system.
