The Virtual Contact Center 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.
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.
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.
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.
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.
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.
The Nixxis dialer allows agents to work on more than 1 campaign and on more than 1 activity at the same time. The supervisor or administrator decides through team allocation on what activities (and as a result on what campaigns) the agent will work. Next to improved agent productivity this way of working improves also on agent motivation and concentration. On top of the improved agent productivity this will also improve campaign productivity (number of positive result out of the same amount of records)
The different activities that are defined in a campaign can influence each other. Each call qualification (call outcome) can indicate that there is an “activity change”. This activity change will define through what activity the next customer approach will be executed. A call qualification can also define that we stop the record to be contacted (e.g. when a prospect contacts the call center through an inbound number, we don’t want the prospect to be called again for earlier programmed follow-up activities).
