Call center software for IT support and helpdesk
With Nixxis, offer seamless, personalized support to your users, while simplifying the daily lives of your technicians.
Optimize ticket management, automate workflows, and deliver responsive customer support with a platform designed for IT teams. Real-time tracking, multi-channel communication, and clear dashboards make your helpdesk more efficient and professional.
Maximize the quality of your IT support
Maximize the quality of your IT support
In IT support, every ticket counts.
In an environment where digital service continuity is essential, every interaction between a user and your IT support team influences your entire company’s brand image. A quick response, an accurate diagnosis, and clear communication transform a simple ticket into a trusted experience.
With our Nixxis solution, your teams have all the tools they need to prioritize requests, automate recurring responses, and meet the most demanding SLAs. Escalations are seamless, follow-ups are automated, and dashboards provide real-time insight into your department’s performance.
A solution for every need
IT services and infrastructure
The problems encountered
Businesses face ticket overload, repetitive and time-consuming requests, complex SLA tracking, and a lack of visibility into processing times.
The Nixxis response
Nixxis lets you automatically categorize tickets, configure canned responses, and centralize a knowledge base that’s accessible to everyone. You also benefit from customizable SLAs and advanced reporting tools to quickly identify bottlenecks and improve your performance.
User support / workstation / service desk
The problems encountered
Support teams are called upon from all sides: software problems, hardware failures, network incidents, etc. All via multiple channels (email, telephone, chat) which make coordination and prioritization increasingly complex.
The Nixxis response
With our digital solution, your users benefit from consistent support across all channels—chat, email, phone, and social media. Each request is automatically routed to the right technician, accompanied by a comprehensive history and proactive notifications for transparent and responsive follow-up.
Application support / software publishers
The problems encountered
Between tracking bugs, managing multiple versions, customer feedback and complex tickets, software publishers must juggle a multitude of priorities on a daily basis.
The Nixxis response
Starting with the Enterprise edition, Nixxis offers seamless integration with your bug tracking and versioning tools, manages escalations via customizable workflows, and allows you to configure specific SLAs per customer or per version, accompanied by automatic alerts.
Why choose Nixxis for your IT support business
within your call center?
Why choose Nixxis for your IT support services within your call center?
Configurable automation and workflows
Our solution allows you to configure automated sequences for sending SMS messages, emails, or other actions based on criteria you define beforehand. This could include, for example, the number of attempted phone calls, the waiting time, and so on. This multichannel approach ensures that no interaction goes unfollowed, while guaranteeing seamless continuity between different touchpoints.
Real-time SLA tracking & dashboards
Nixxis gives you access to dynamic dashboards and key indicators such as first response time, average resolution time, workload per technician, and SLA compliance. Thanks to real-time visualization, you can immediately identify bottlenecks and anticipate deadline overruns.
Integration with your IT tools
Starting with the Enterprise edition, Nixxis easily integrates with your existing ecosystem: CRM, CMDB, monitoring tools, version tracking, third-party ticketing systems, and communication platforms. Automatic data synchronization ensures information is always up-to-date and eliminates manual re-entry.
Key features for the IT sector
Smart ACD & Skill-Based Routing
Automatically route each call or ticket to the most skilled, available technician best suited to the request. Routing takes into account skills, language, and customer history to reduce transfers and speed resolution.
Multi-site collaboration & remote assistance
Teams across multiple locations can collaborate in real time, share information, and resolve incidents together. Remote maintenance tools allow remote control to quickly troubleshoot users.
Speech-to-text transcription
Every conversation is automatically transcribed and archived in the ticket history, facilitating search, tracking, and quality control. This allows teams to analyze conversations, spot critical keywords, identify pain points, and continuously improve the quality of support.
Customizable IVR
(Interactive Voice Response)
Offer users a tailored call experience with interactive menus, language options, and redirection to the right department. IVR reduces wait times and efficiently routes each request to the right technician. Offered by default in the Starter edition, it becomes possible to customize it in the Enterprise edition.
Uploading files and viewing history
Instantly access customer records and a complete history of tickets and interactions, giving technicians all the information they need to handle each request quickly and accurately.
Replaying previous conversations
Listen to past calls to understand context and prevent users from repeating information. This feature improves support continuity and resolution quality.
What do our customers say?
Worldline
FAQs - Software for your call center specializing in IT
FAQs - Software for your IT call center
Nixxis has an intelligent ACD that distributes calls based on skills, availability, language or preferred technician. Tickets and calls are centralized in a single interface, reducing transfers and improving responsiveness.
Yes, Nixxis easily integrates with most CRM, ERP and ticketing platforms. Customer and ticket information is automatically synchronized, providing complete context for technicians to process requests faster.
With our dialogg.ai chatbot, Nixxis lets you automate answers to frequently asked questions. This reduces the volume of repetitive tickets and allows agents to focus on more complex incidents.
Yes, Nixxis centralizes all channels: phone, email, chat, web portal, and social media. Agents see all interactions in a single interface, ensuring consistent and comprehensive tracking of the user journey.
No, Nixxis was designed to be intuitive and easy to use. The interface centralizes calls, tickets and customer information in a clear and uniform dashboard. Built-in guides, pre-configured workflows, and an internal FAQ allow agents to get trained quickly, and the learning curve is short, even for multi-site teams or newcomers.
Nixxis’ Interactive Voice Response (IVR) guides each user to the right department or the most competent technician from the first contact. By correctly directing calls according to the nature of the problem, language or priority level, the IVR reduces unnecessary transfers and maximizes the probability that the request is resolved on the first exchange, thus improving the “once & done” rate. Check out our latest article on the topic to learn more about our IVR
Ready to move your call center to
higher speed?
Improve your performance and offer your customers the quality of service they deserve.