Nixxis Contact Centers

The Virtual Contact Centre solution provides all features used in a traditional environment. Inbound calls, manual-power-progressive and predictive dialling, e-mail, chat, text messaging, IVR and Multimedia recording are available in the solution but where traditional products usually fail, our solutions focus on reaching business targets and customer satisfaction. This is one of our major differentiators.

The Nixxis Contact Suite (NCS) has been packaged to obtain a perfect match with your business requirements.

Depending on your needs our Professional Edition and the Starter, Standard or Advanced packages will ensure the best functional fit rendering an optimised ROI for your organisation.

  • Nixxis Contact Suite Professional Edition: this edition is the full blown version of the Nixxis Contact Suite. The Professional Edition allows building customised solutions, tightly fitting with the Customer's environmental requirements and business objectives. All Service Level modes are available. Specific SLA's can be agreed on.
  • Nixxis Contact Suite Starter Package: IP platform coping with incoming and outgoing phone calls. The environment is constructed to work with single wave inbound or outbound campaigns and includes a scripting environment. It has a Base Service Level by default.
  • Nixxis Contact Suite Standard Package: Next to the Starter package functionalities the Nixxis Standard package adds multi-wave outbound campaigns and has a build-in agenda module.
    It is available in a Base and a Standard Service Level mode.
  • Nixxis Contact Suite Advanced Package: The Advanced Package completes the Nixxis Standard Package with the email and chat communication channels. Furthermore it provides a build-in order entry module. Base, standard and Extended Service Level modes are available.

 

 

Some of our differentiators :

Business driven approach

A Contact Centre tool should reflect your business flows and rules. Unlike traditional offerings, our solutions focus on reaching business targets and increasing customer satisfaction. Administration, supervision, monitoring and reporting environments are built in alignment with this business approach. They organise and monitor your business targets and objectives together with typical Contact Centre operational figures.

‘Profit based’ approach over all communication channels

In order to pass a call, email, text message or chat to an agent or to an automated processor (IVR, Auto responder…) the ‘Nixxis Distribution Manager’ takes into account the ‘value’ and the ‘cost’ that this type of contact represents for the company.

Value of Communication

The Nixxis Interaction Controller analyses what kind of interaction is entering the contact centre (e.g. call, email, text message, chat) or what kind of interaction an agent wants to initiate. Each contact is ascribed a predetermined value. The Nixxis Interaction Controller looks for additional criteria such as predetermined SLA’s, time of the day, service hours, etc.

Cost of communication

After the value is identified, the handling cost is determined. The potential value of the interaction is matched with the cost of the appropriately skilled agents. The interaction is routed to the agent with the lowest cost, wherever located.

This means that the choice of the most suitable agent or resource at the lowest cost is continuously optimised. This module is absolutely unique to Nixxis.

True Virtual approach

Nixxis proposes a virtual model that gives answers to both the functional and the geographical aspects of today’s demands. It consists in a central site, containing a master “global” Interaction Engine that will master all routing activities. The central site also centralises all administrative, reporting and monitoring functionalities.

The system’s configuration is distributed between various modules working as a team. If one module becomes unavailable, the system is not impacted as another module is taking over its role. Each site hosts its own statistical engine communicating with a central master data store.