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Nixxis Interaction Engine
The Nixxis Interaction Engine solution consists of 3 main parts:
- The channel integration part (multimedia customer interaction)
- The decision part (customer interaction engine)
- The historical part (data aggregation)
Nixxis Administration
The whole approach of the system’s administration is business oriented.
The administration module enables you to build business campaigns.
Those campaigns consist of a number of business related activities.
Nixxis Supervision
The complete set of quantitative monitoring tools checks if the operation respects the defined Service Levels, and notifies the supervisors and contact centre managers if this is not the case by user definable alerts. .
Next to traditional quantitative supervision, a modern supervision tool should also monitor the business results.
A supervisor can also perform quality monitoring actions on the events as they occur
Nixxis Dialler
The Nixxis outbound dialler can initiate the calls using following dialling modes:
- Manual Dialling
- Preview Dialling
- Progressive Dialling
- Power Dialling
- Restricted Power Dialling
- Predictive Dialling
- Call backs only
- Automated Multi-channel Interactions (voice,email, sms ...)
Nixxis Agent
The agent interface enables the agent to deal with different contacts simultaneously. The agent handle several voice, chat or e-mail sessions and freely switch between these sessions.
The interface provides a set of toolbars at his disposal in order to handle his multimedia activities.
Nixxis ACD
Rather than a traditional automatic call distributor, the Nixxis Interaction Engine serves as a flexible automatic interaction distributor for phone calls, e-mails, sms and fax.
Three types of routing are available
- Team based routing
- Skill based routing
- Profit based routing
Nixxis Reporting
The Nixxis interaction engine keeps track of all events that are occurring on the engine. It maintains a historical database with all information on what agents are doing and on what is happening with the different communications as they occur, using an open data model.
Nixxis Recording
The Nixxis Interaction Engine contains recording functionalities that can be initiated by the agent, a supervisor, the script, at random or by default.
Nixxis IVR
The Nixxis Interaction Engine can make use of the Nixxis IVR system or can, thanks to the modular way the Nixxis Interaction application is built, easily be integrated with an external IVR or speech engine.
Nixxis IVVR
The Nixxis Interactive Video Voice Response solution
Extending traditional IVR applications with Visual Contents and Communications
Video collaboration can enhance existing legacy applications such as customer support, pre/paid card information systems, legal dating, adult contents and more.
Nixxis Multimedia Approach
Communication channels have evolved extremely fast. From the traditional letter and telephone calls, over e-mail and text messaging, to web self-service, MMS, videophone and more to follow, undoubtedly even faster. Communication will play an increasingly dominant role in our world. Not being able to respond to customers in a positive, flexible and efficient way, will lead to a substantial loss of (potential) business and market share.