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The best time to call your prospects

3 September 2026 No Comments

< Return to blog < Return to blog The best time to call your prospects Table of contents You called three times. Voicemail. Voicemail. And… voicemail again.Yet you know the prospect exists. You actually spoke with them two weeks ago, at exactly 8:20 a.m. It seemed like pure luck. Except it wasn’t luck at all. The timing of an outbound call is one of the most overlooked factors in sales prospecting. The very same campaign, targeting the same prospect list with the same sales reps, can produce dramatically different results depending on when calls are placed. According to an analysis conducted by MightyCall on more than 187,000 outbound calls in 2025, the average success rate of outbound calls did not exceed 20.8%. The difference between a sales representative who spends the day leaving voicemails and one who consistently engages prospects often comes down to a handful of scheduling decisions. To better understand what really works, we reviewed the latest industry research on outbound calling performance and compared the best calling times across different job functions and industries.In this guide, you’ll discover the key trends, practical recommendations, and proven strategies for improving your outbound calling performance. Enjoy the read! Summarize this article with ChatGPT Why compliance must be part of your calling strategy Before analyzing the highest-performing time slots, one important point should be clarified: the data and recommendations presented in this article are based on international studies. They should therefore always be interpreted in light of the regulations applicable in each country. In other words, the theoretically best time slot is of little value if it is not legally permitted. France is a good example of this. The regulatory framework governing telemarketing is particularly strict. Since August 11, 2026, commercial prospecting calls to private individuals have been prohibited without their explicit prior consent. The implementing decree, published on July 25, 2026, sets out the practical rules for implementing this reform. Where valid consent has been obtained, calls are permitted from Monday to Friday, from 10 a.m. to 1 p.m. and from 2 p.m. to 8 p.m. To explore the topic further or learn more about the details of this decree, take a look at our in-depth analysis of the changes introduced by the August 11, 2026 law: Telemarketing: what the August 11, 2026 Law will change for contact centers. Best times to make outbound calls: what the research says Although methodologies differ from one study to another, research conducted across Europe and North America consistently reaches similar conclusions regarding the best times to call prospects. Across most industries, 8:00 a.m. to 11:00 a.m. delivers the highest contact rates.During these early hours, calendars are still relatively open, meetings have not yet taken over the day, and professionals are generally more available for meaningful conversations. After 11:00 a.m., connect rates tend to decline steadily. Another high-performing window typically falls between 2:00 p.m. and 4:00 p.m., extending to 5:00 p.m. in certain industries.In B2B environments especially, many decision-makers emerge from meetings during this period and begin catching up on pending tasks. They’re often more receptive to brief business conversations before the end of the workday. Research also shows that Wednesday and Thursday generally generate the strongest results.Monday is often consumed by urgent issues accumulated over the weekend, while Friday tends to focus on wrapping up projects before the weekend begins.Midweek offers a more stable pace, making prospects more available and more willing to engage in conversation. Some studies even report significant differences in contact rates between the best-performing and worst-performing days of the week. The lunch break remains one of the least effective periods for outbound prospecting.Between 12:00 p.m. and 1:00 p.m., answer rates typically decline. Prospects are less available, less attentive, and generally less inclined to engage in a sales conversation.Whenever possible, it’s better to shift your outreach to another part of the day where you’re more likely to have a productive discussion. The most common outbound calling mistakes Before looking at the best calling windows for each audience, it’s worth highlighting a few common mistakes that can hurt outbound performance, even when experienced sales teams are involved. Starting every calling session at exactly 9:00 a.m.It’s the default choice for many sales teams, but not necessarily the smartest one.At 9:00 a.m., most professionals are still catching up on emails, dealing with overnight priorities, or organizing their day. Depending on your target audience, starting at 8:00 a.m. or waiting until 10:00 a.m. can produce significantly better connect rates. Concentrating all outbound calls within the same time slotA sales team that places 200 calls between 10:00 and 11:00 a.m. is maximizing just one opportunity window while ignoring several others that could perform just as well, or even better.Spreading your outreach across multiple time slots and adapting your schedule to each audience’s work habits usually leads to more conversations and better campaign performance. Ignoring seasonal patternsProspect availability changes throughout the year.July and August typically see a noticeable decline in decision-maker availability, particularly within small and mid-sized businesses.Likewise, accounting close periods, quarter-end reporting, and year-end deadlines often leave finance and accounting professionals with little room for unexpected conversations, regardless of company size or industry. Ultimately, high-performing outbound teams don’t rely solely on call volume.They rely on thoughtful planning that takes into account how prospects actually work, when they’re available, and the context in which they’re being contacted. Choosing the right calling window based on your prospect’s role Not every professional organizes their workday the same way.In many cases, the best time to reach someone depends more on their role than on the company they work for. Understanding how each function structures its day simply increases your chances of having an actual conversation, not just hearing “I’m in a meeting, can you call me back later?” CEOs, Managing Directors and Executive Leaders Senior executives are often protected by the first line of defense: executive assistants, receptionists, or corporate switchboards.Between 9:00 a.m. and 5:00 p.m., calls are frequently screened, redirected, or delayed. Reaching an executive directly during

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From predictive to power, how does Nixxis’ dialer improve your performance?

12 November 2025 No Comments

< Return to blog < Return to blog From predictive to power, how does Nixxis’ dialer improve your performance? Predictive dialer: arguably the best way to dial Power dialer: maximize the productivity of your telesales agents Limited power: more controlled performance Progressive dialer: quality above all Preview mode: Prepare your calls to maximize conversions Callbacks-only mode: optimize your sales follow-up Agentless mode: complete automation for your mass campaigns Workflow mode: automate your conversational scenarios Additional tools How to choose the right mode for your objectives? Choosing the right dialing method is a key factor in the success of your outbound calling campaigns. Our telephony solution’s dialer offers a full range of modes adapted to every operational situation, allowing you to maximize the productivity and reachability of your call center agents. Each dialer mode addresses a specific need and adapts to the constraints of your call center. From the intelligence of predictive dialers to the power of dialer power, and including greater control with preview or progressive dialing, discover how to optimize your sales results using the different dialing modes we offer at Nixxis. 1. Predictive dialer: arguably the best dialing method The predictive dialer represents the culmination of automated calling technologies and is one of Nixxis’ flagship features. It analyzes your business variables in real time to automatically adjust dialing and maximize agent productivity, while minimizing abandonment rates. Why trust our intelligent algorithm? Minimize abandoned calls, Increase the rate of substantiated contacts, Optimize the occupancy rate of your agents. Your operators benefit from a smooth, controlled call flow. As a result, productivity gains are significant. You can see up to a 20% increase in the number of useful calls per agent. This mode excels particularly well for sales prospecting campaigns. It can also be used in debt collection, where agents need to manage high volumes, while guaranteeing a minimum first-call resolution rate. Depending on requirements, collection professionals can alternate between progressive mode, to ensure that no established communication is lost, and preview mode, enabling the agent to preview the file before the call. 2. Power dialer: maximize the productivity of your telesales agents Unlike predictive dialers, power dialers don’t try to anticipate agent availability. They dial a large number of lines simultaneously and distribute answered calls to available agents. If no agent is available when the caller answers, the system can play an automated hold message followed by hold music to keep them on hold. The power dialer concept is simple: dialing as many records as possible to maximize the volume of calls handled by your agents. This method significantly increases productivity, but can sometimes come at the expense of call quality. The abandonment rate can easily skyrocket if you opt for too high a multiplier, and the potential for nuisance should be considered in your strategy. Compliance with regulations, such as the timetable frequency decree (Naegelen Law), must be strictly integrated. With Nixxis’ dialer, these risks are controlled. Our software allows for precise configuration to ensure regulatory compliance. For example, the numbering of a record can be limited to 4 attempts over a rolling 30-day period; beyond that, it will be automatically blocked. What types of businesses is the power dialer suitable for? The power dialer is particularly well-suited to businesses conducting sales or reactivation campaigns with high call volumes, where productivity takes precedence over quality. It’s the ideal mode for maximizing the number of interactions handled by your agents. 3. Limited power: more controlled performance The limited power mode offers a more respectful and controlled version of the dialer power for more demanding environments. This solution imposes strict limitations on the ratio of simultaneous calls. It incorporates safety thresholds according to your specific constraints. Thanks to a predefined maximum abandonment rate, the system automatically slows down dialing if established thresholds are exceeded. Limited power allows you to manage your activities more responsibly. This solution offers an ideal transition for organizations looking to streamline their prospecting activities. You benefit from the advantages of automation while maintaining control over your operations. The limited power dialer is the preferred choice for starting out in prospecting with intermediate call volumes. 4. Progressive dialer: quality above all The progressive mode adopts a methodical approach, ideal for onboarding new agents and ensuring quality control. The system operates using sequential dialing, initiating only one call at a time per agent. It systematically waits until an agent is fully available before initiating the next contact. Environments subject to strict regulatory constraints find it a reliable ally. The progressive dialer is particularly well-suited for training new call center agents. Thanks to its controlled pace, it allows them to familiarize themselves with the tools and scripts without the pressure of an excessive call volume. This pedagogical approach promotes a gradual and secure skills development process. It also ensures that each contact will be properly transferred to an agent. This mode is essential for personalized loyalty campaigns or high value calls. 5. Preview mode: Prepare your calls to maximize conversions The preview mode allows your agents to view all available information about a contact just before initiating the call. This preparation promotes a personalized approach from the very first interactions and significantly reduces stress for call center agents. This approach ensures that each contact receives individual attention. This personalization maximizes the chances of success in high-stakes commercial interactions and guarantees an impeccable customer experience. By offering better upstream knowledge of the customer, the preview mode improves conversion rates: exchanges become more relevant and the message can be naturally adapted to the specifics of each interlocutor. This gives your agents the time they need to prepare for each call. The pop-up contact information feature, available from the Nixxis Starter edition, automatically provides agents with all the essential information they need to know about the customer before making contact. The result? A personalized approach, Better quality conversations, Optimized conversion rates. Preview mode is particularly recommended for: The sale of complex technical products, High-end customer services, where personalization is key, The

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Why is Nixxis the preferred telephone switchboard solution for healthcare professionals?

23 September 2025 No Comments

< Return to blog < Return to blog Why is Nixxis the preferred telephone switchboard solution for healthcare professionals? A telephony solution designed for the medical environment Specialized features for healthcare facilities Concrete benefits for healthcare establishments The future of the medical switchboard Conclusion In the healthcare and social care sector, every call is vitally important. A medical emergency, a last-minute appointment request, or a simple patient question: all of these contacts require immediate and professional attention, because behind every ring, there is potentially a critical situation. Yet the operational reality of healthcare facilities reveals real challenges. Traditional telephone switchboards are struggling to handle ever-increasing call volumes, generating unacceptable wait times and particularly worrying abandonment rates. At the same time, teams must juggle prioritizing emergencies, coordinating between multiple departments, and ensuring compliance with increasingly stringent regulatory requirements. Faced with these crucial challenges, maintaining an effective 24/7 telephone service is becoming a major challenge that directly impacts the quality of care and patient satisfaction. It is precisely to meet these challenges that Nixxis has chosen to bring its expertise to the service of healthcare. With our telephony solution, your telephone switchboard becomes a truly intelligent platform, capable of orchestrating all of your patient interactions with unparalleled efficiency and reliability. 1. A telephony solution designed for the medical environment With the proliferation of communication channels—specialized platforms such as Doctolib, medical forums, telephone, SMS, and email—exchanges with patients are constantly increasing and becoming more complex. Patients now want to be able to contact their healthcare facility via the channel that best suits them, and they expect a fast and consistent response, regardless of the point of entry. This diversity can quickly become a source of disorganization for medical teams, who risk wasting time using all these channels, or even missing important messages. Nixxis can easily manage these interactions by centralizing them within a single, clear, and intuitive interface. Healthcare professionals thus have a consolidated view of all patient exchanges, allowing them to respond more effectively, reduce the risk of errors, and improve the quality of the relationship. By streamlining communication, the solution helps strengthen patient trust and satisfaction, while reducing the administrative burden on medical teams. 2. Specialized features for healthcare facilities Artificial intelligence at the service of the medical sector Artificial intelligence brings a new dimension to medical call management by transforming every interaction into actionable, usable data. Our solution deploys natural language processing algorithms that transcribe phone conversations into structured text post-call, then generates an intelligent summary of each exchange, capturing essential medical information and priority action points. Sentiment analysis is a major innovation in the medical sector, allowing Nixxis to detect weak signals such as anxiety or distress based on the terms used by the patient. This emotional analysis capability allows practitioners to be notified of exchanges requiring special monitoring or enhanced listening. At the same time, semantic analysis and keyword extraction transform each conversation into an element of a searchable medical knowledge base, making it possible to instantly find all calls related to a specific pathology or a particular treatment. This analytical approach introduces a new dimension of quality monitoring into the management of patient interactions, offering healthcare establishments complete visibility into the quality of their exchanges, the identification of areas for improvement and the possibility of objectively measuring patient satisfaction. Artificial intelligence also optimizes operational responsiveness through automatic and instant classification of calls, accurately distinguishing true medical emergencies from routine administrative requests, ensuring a response adapted to each level of criticality. Integration with the medical ecosystem Starting with the Enterprise edition, Nixxis can integrate into the complex technological environment of healthcare institutions. This integration allows for seamless synchronization with EHRs (Electronic Patient Records) and appointment management systems, creating a coherent and efficient ecosystem. As soon as an inbound call is detected, the platform automatically sends the patient’s file to the secretary, including a detailed history of all interactions with the facility. This feature allows medical teams to directly access important patient information, while maintaining real-time synchronization with all existing medical databases. Multi-service and multi-site architecture Nixxis’ advanced architecture meets the complex organizational needs of healthcare facilities by offering highly sophisticated multi-service and multi-line management. It simultaneously handles calls from emergency departments, outpatient clinics, various medical secretaries, and admissions services, all from a single centralized platform. For hospital groups or healthcare networks, the solution offers the possibility of managing several remote establishments from a central control point, thus optimizing human and technical resources. The intelligent routing system is one of the major assets of this architecture, directing each call according to precise criteria such as the medical specialty concerned, the advisor’s competence, the real-time availability of practitioners or even the automatically detected level of urgency. Productivity and traceability tools Nixxis also stands out with a set of productivity and traceability tools that meet the requirements of the medical sector. The platform integrates particularly sophisticated overflow strategies, capable of automatically escalating calls to on-call teams, emergency services, or dispatch centers according to pre-established protocols and defined criticality thresholds. They ensure that no urgent call goes unanswered, even in the event of a temporary overload of a service, thus ensuring optimal continuity of care. The real-time monitoring system forms the backbone of operational management, continuously monitoring performance indicators such as waiting time per service, call pick-up rate, and patient satisfaction level, measured after each interaction. This continuous monitoring makes it easier for managers to identify bottlenecks and adjust resources in real time to maintain an optimal level of service. The supervision interface offers customizable dashboards that adapt to the specificities of each establishment and the needs of each department. This management module provides supervisors with a clear and detailed strategic vision of the activity. 3. Concrete benefits for healthcare establishments Improving the patient experience Adopting Nixxis for the medical telephone switchboard improves the quality management of the patient-establishment relationship. One of the first noticeable benefits is reduced wait times, made possible by an intelligent routing system coupled with continuous queue

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Nixxis at the Customer Experience Directors Gala: A commitment to excellence

20 May 2025 No Comments

< Return to blog < Return to blog Nixxis at the Customer Experience Directors Gala: A commitment to excellence Customer experience: the foundation of our identity User experience: inseparable from customer experience Our participation in the Gala: sharing expertise, but above all experiences Towards an enhanced customer experience Nixxis’ participation in the Customer Experience Directors Gala on June 3, 2025, is part of an approach consistent with our corporate DNA. Our presence as an official partner of the event organized by the Agora Club of Customer Experience Directors and the Agora Managers Group, demonstrates our ongoing investment in optimizing interactions between companies and their customers. 1. Customer experience: the foundation of our identity At Nixxis, customer experience is the cornerstone of our business strategy. All our solutions are designed to improve the user experience for advisors, supervisors, and managers, as well as for customers. Our 20-year-old proven approach allows us to achieve initial results within the first month of using our software. Over the past year, an average 25% increase in customer satisfaction has been observed among Nixxis users. This performance is explained by a differentiating method: a) An in-depth analysis of customer journeys and precise identification of friction points Before proposing a solution, we take the time to understand. This means analyzing customer journeys in their entirety: from initial contact to after-sales service, including digital and voice channels. Each interaction is scrutinized to detect areas of friction, often invisible at first glance but critical to the perceived experience. Thanks to our data-driven approach and real-time reporting tools, we identify not only problems, but also their root causes—whether organizational, technical, or human. This precision allows us to intervene where the impact will be immediate. b) Development of customized, rather than standardized, solutions To simplify your choice of software, we have developed 3 “ready-to-wear” software packages with our Starter, Essential and Professional editions: ready-to-use, robust, scalable solutions, designed to quickly respond to the most common needs. But each company has its own constraints, specific objectives, and customer relationship culture. And when these requirements exceed the standards, we go further. This is where the Enterprise edition comes in: for custom projects, complex business logic, specific integrations, etc. With Enterprise, we co-build a solution that reflects your brand and is perfectly aligned with your field challenges. Our priority remains operational relevance: the kind that generates rapid gains in efficiency, customer satisfaction, and team engagement. Are you looking for a solution that suits you, one that truly fits your reality? So why settle for a default model? c) Seamless integration of our technologies into existing infrastructures Changing solutions doesn’t have to mean disruption or complexity. One of Nixxis’ strengths lies in our ability to integrate our tools with existing systems, whether cloud, on-premise, or hybrid. We favor open, interoperable architectures that can integrate with existing CRM, ERP, business tools, or analytics platforms. This integration capability facilitates change management, limits transition costs, and enables immediate adoption by teams. In short: our technology adapts to your environment, not the other way around, as is often the case. d) Ongoing training and support for user teams The best technology remains ineffective if it’s not used properly. At Nixxis, support doesn’t stop with solution delivery. We train teams based on their experience, their practices, and their field constraints. Our training is practical, results-oriented, and updated based on the solution’s developments. Beyond initial training, we provide regular monitoring, with steering briefs, guided updates with a database, detailed articles, and proactive assistance. Our goal: to empower each user to take concrete action on the company’s profitability. e) An expert team, from the world of call centers You couldn’t dream of a better place to get tailored solutions to your needs, as most of our employees have been there before you. We understand your needs and always provide the most appropriate solution to your request. Does our solution not cover the entire scope needed to meet your needs? No problem, our extensive partner network allows us to offer you the most relevant complementary tools to make your customer service a true profit center. 2. User experience: inseparable from customer experience Our vision is based on a simple observation: an optimal user experience for employees generates a superior customer experience. This is the very principle of symmetry of attention. A valued customer advisor, well supported in carrying out their mission, will be a committed ambassador for the company and better able to take care of customers. Internal studies conducted with our clients reveal that agents equipped with our solutions reduce their request processing time by 20% while increasing the perceived quality of interactions. This synergy between user experience and customer experience is manifested in every aspect of our solutions with: An intuitive interface reducing the cognitive load of agents The right dose of AI to automate repetitive tasks Instant access to relevant information via an open database (Enterprise edition) Advanced customization of work environments according to user profiles 3. Our participation in the Gala: sharing expertise, but above all experiences The Customer Experience Directors Gala represents an opportunity for Nixxis to connect with the decision-makers shaping the customer relationship of tomorrow and to actively contribute to the evolution of standards in telephony solutions. During this event, participants will be able to discover our approach to the customer journey and our ability to automate it from one end of the customer lifecycle to the other in order to improve operational fluidity and optimize satisfaction. 4. Towards an enhanced customer experience The theme of the 2025 Gala, “For a new customer adventure, the uses of tomorrow’s customer experience“, resonates directly with our vision: to explore, test, and contribute to what will be the new standards of tomorrow’s customer relations. This means integrating emerging uses—such as conversational AI, real-time personalization, and predictive analytics—not as gimmicks, but as concrete levers for improving the customer journey. For Nixxis, improving the customer experience means making every interaction more seamless, more useful, and more human. Even when it’s

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How to optimize your performance through Quality Monitoring?

6 May 2025 No Comments

< Return to blog < Return to blog How to optimize your performance through Quality Monitoring? What is Quality Monitoring? The 4 objectives of QM Put into practice Advantages The role of Artificial Intelligence in quality control Conclusion In an increasingly competitive business landscape, customer satisfaction is the key to success. One of the most effective ways to ensure this satisfaction is Quality Monitoring (QM), an essential process for evaluating and improving the quality of interactions with customers. Discover through this article how QM is a fundamental pillar for optimizing the operational efficiency of your advisors while providing them with valuable insights to improve their actions. 1. What is Quality Monitoring? Quality Monitoring, often called “QM”, represents much more than the simple evaluation of a service or an advisor. It’s a meticulous, ongoing process that aims to scrutinize and dissect customer interactions across various channels, from phone conversations, to email and chat, to customer feedback themselves. Its primary objective is to guarantee impeccable quality standards throughout the range of services offered by a company. 2. The 4 Objectives of QM a) Improve the Customer Experience Quality Monitoring acts as a prism revealing the specific expectations and needs of customers. By scrutinizing interactions, he deciphers the underlying reasons for requests and concerns. This makes it possible to personalize and adjust the approaches, responses and solutions offered, thus providing a tailor-made customer experience. By deeply understanding individual expectations, QM helps strengthen customer engagement and loyalty to the brand, positioning them as true stakeholders in the business. b) Identify strengths and weaknesses The QM presents itself as a performance detector, revealing both the positive aspects to be enhanced and the areas to be optimized. By analyzing each interaction, it highlights the company’s strengths, best practices and behaviors to encourage. At the same time, it proactively identifies potential gaps or failures, allowing corrective actions to be initiated. This iterative process guarantees continuous improvement and constant evolution of practices, thus ensuring optimal and differentiating service. c) Increase compliance with quality standards QM establishes a compliance compass, aligning interactions with pre-established rigorous quality criteria. This rigor guarantees consistency in the provision of services, reinforcing the reliability and credibility of the company. By ensuring that each interaction meets established standards, QM helps maintain a consistent and professional image, greatly strengthening customer trust in the brand. d) Train and develop teams As a real engine of development, Quality Monitoring uses the data collected to shape appropriate training programs. These targeted initiatives aim to strengthen the skills of teams, whether in terms of communication, problem solving or management of delicate situations which can very quickly arise in the context of a new teleadvisor who has barely started his mission. By investing in the development of advisor skills, QM raises the level of individual and collective performance, thus providing better operational efficiency and excellent quality of service. 3. Putting Quality Monitoring into Practice Several methods are used to perform QM: a) (Double) Listening to calls Analyzing telephone calls remains the best way to evaluate the skills of your co-advisors. Thus, quality monitoring makes it possible to go beyond simple listening and in particular to detect moments of customer satisfaction or frustration, to evaluate the communication skills of advisors, but also to detect opportunities for improvement for consolidate processes and perfect interaction techniques. As we explained beforehand, this technique has proven its effectiveness, particularly for beginner advisors. b) Evaluation of emails and chats Beyond formal writing, it makes it possible to assess the quality of written communication. It focuses on the clarity and effectiveness of the message transmitted. Quality Monitoring then makes it possible to identify the advisor’s strengths, but also potential areas for improvement. This detailed analysis offers concrete ideas for improving the writing, structuring and relevance of the responses provided by the advisor. c) Case studies Prevention is better than cure ! The case study provides advisors with an in-depth view of customer interactions. It allows you to observe various scenarios, highlighting best practices as well as the problems likely to be encountered when making contact. d) Analysis of customer feedback What could be better than customer feedback to find out if the service that the company offers is qualitative? Exploiting customer feedback is a real gold mine for Quality Monitoring. It detects customer satisfaction or dissatisfaction directly through the rating or the associated comment. This feedback allows advisors to directly detect whether the answers he provides are relevant, as well as the recurring reasons for which he is criticized. By doing so, QM offers advisors well-founded avenues for improvement to adjust services and better meet client expectations. Just as solutions evolve, so do customers. Discover the needs of the new customer 23.0! Access the article 4. The advantages of Quality Monitoring QM brings a series of significant benefits: Increased customer satisfaction: By identifying issues and friction points in interactions, it helps optimize processes and practices, providing smoother and more personalized experiences. Reduction of errors and complaints: It detects and identifies areas of failure, to provide the company with the opportunity to rectify faulty processes and significantly reduce errors and customer complaints Improved employee performance: Feedback collected by QM not only evaluates interactions, it also informs training programs and provides learning and growth opportunities for teams, regardless of skill level and advisor experience. Strengthening regulatory compliance: Compliance with regulations is undoubtedly a difficult point to respect, but nevertheless constitutes a real necessity. The QM serves as a shield against fines and other sanctions by ensuring consistent compliance with pre-established regulatory standards. In the other direction, it also reassures the customer about the use of their data. 5. The role of artificial intelligence in quality control The evolution of artificial intelligence (AI) technologies brings powerful tools, particularly in monitoring the quality of interactions. Whereas traditional quality monitoring relied primarily on manual listening and subjective assessments, AI-powered tools now enable a faster, more precise, and more comprehensive approach. Integrating AI into quality monitoring processes offers several major advantages, both for

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Is cold calling dead? No, but it must reinvent itself by 2025

17 April 2025 No Comments

< Return to blog < Return to blog Is cold calling dead? No, but it must reinvent itself by 2025 A changing context New trends in cold calling Challenges and perspectives 5 key tips for successful prospecting calls Conclusion Telephone prospecting remains one of the best ways to establish a direct connection with potential customers, but its success depends in part on a well-developed strategic approach. Let’s set the context: today, we all receive prospecting by email, on social networks or even by SMS. Distrust is therefore essential when we receive a call whose number is unknown to us. Telephone prospecting, an ancestral method for selling products and services, then becomes even more complex to implement. It is not a question of going straight to the point without prior preparation, in which case it would be a dismal failure. In this article, we present the crucial elements to transform your telephone prospecting into a successful strategy focused on concrete results. 1. A changing context Telephone canvassing, omnipresent in our commercial landscape, has never ceased to arouse controversy. In 2025, its evolution will take shape in new and complex forms, profoundly influenced by three drivers: a) The rise of digital The explosion of digital communication channels, such as emails, SMS, chatbots and social networks, is redistributing the canvassing cards. Companies are adapting by integrating these new tools to reach their target in a more efficient and targeted manner. This diversification of touchpoints offers a multitude of options for interacting with potential customers, but also raises ethical and legal questions about the use of personal data. b) Stricter regulation Faced with abuse and consumer exasperation, governments are adopting stricter legislation to regulate telephone canvassing. The Frequencies/Schedules Decree of 2023 (Naegelen Law) is one example among many others, limiting, among other things, call time slots, the number of requests over a given period and strengthening sanctions in the event of non-compliance. This trend aims to protect consumers against intrusive and abusive practices, while encouraging responsible use of cold calling. c) Informed and demanding consumers Consumers, over-demanded, are increasingly suspicious. They expect personalized interactions, respectful of their needs and their personal data. It is an observation that cold calling is no longer as effective as it was in the past and this development requires companies to adapt their approach to offer a more fluid and relevant customer experience. Transparency and respect for consent become key elements to gain customer trust and guarantee the success of cold calling. 2. New trends in cold calling a) Refined targeting and personalization of the exchange Artificial intelligence helps refine call targeting by analyzing prospect behaviors and data. Companies can thus identify potential customers most likely to be interested in their products or services, and adapt their sales pitches according to their needs and expectations. This approach makes it possible to improve the effectiveness of canvassing and maximize the chances of conversion. b) Omnichannel Cold calling is no longer just about making simple calls. It fits into an overall marketing strategy using different channels, such as email, SMS, chatbots and social media, to maximize impact and create synergy across touchpoints. This omnichannel approach greatly improves the customer experience and increases brand recognition. 3. Challenges and prospects a) Fight against abuse and compliance with regulations Compliance with regulations and the protection of personal data remain major challenges for cold calling. Companies must adapt to new legislation and implement transparent and ethical practices to avoid sanctions and preserve consumer trust. The establishment of control and monitoring procedures is essential to guarantee compliance with the rules and prevent abusive practices. Unfortunately today, many contact centers or companies using cold calling do not have the adequate tools to ensure full compliance with regulations. b) Consumer trust Developing a relationship of trust with customers is essential for the success of cold calling. Today, as individuals, we have to deal with countless fraudulent calls, coupled with malicious SMS and emails that will encourage you to click on bad links. Businesses must adopt the most transparent and respectful approach possible, ensuring customer consent before contacting them and responding to their questions and concerns. Establishing a code of ethics and a complaints handling system can help strengthen customer trust and improve the company’s image. c) Telephone innovation Artificial intelligence will continue to transform the cold calling landscape. Businesses must embrace this technology to optimize performance, personalize interactions and improve the customer experience. The use of intelligent chatbots, predictive analytics tools and voice recognition systems can help increase the effectiveness and relevance of cold calling. 4. 5 key tips for successful prospecting calls a) Construction of a solid argument A pre-constructed pitch isn’t just about listing the features of your product or service. It must anticipate potential objections and highlight specific benefits that meet the prospect’s needs. Thorough knowledge of your offering is essential, as is structuring a persuasive speech. By preparing these elements in advance, you will be better equipped to handle the call with confidence, reduce unnecessary stress, and answer the prospect’s questions convincingly. b) Personalization of the exchange The personalization of the exchange goes beyond the simple use of the prospect’s first name. This involves using a CRM to access advance information about the prospect. By understanding their specific needs, you can tailor your speech to pique their interest. For example, if you know they are interested in quick solutions to implement, emphasize the speed of implementation of your product or service. A personalized call will be more likely to hold their attention, thus paving the way for an argumentative exchange. c) Use a CRM! Calling is good, but following up post-call is even better! To do this, everyone has their own method: a simple, traditional Excel file… or a real CRM (Customer Relationship Management) tool. The latter allows you to have an overview of the history of exchanges with a prospect at a glance. From specific feedback to contact preferences and desired call-back times, a well-used CRM provides a deep understanding of each

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Why adopting a well-designed Interactive Voice Response (IVR) can transform your customer relationships

17 April 2025 No Comments

< Return to blog Why adopting a well-designed Interactive Voice Response (IVR) can transform your customer relationships A better customer experience thanks to a personalized interactive voice response A time saver for everyone Optimized performance for call centers Conclusion An interactive voice response (IVR) is a telephony technology that acts as an intermediary between your customers and your business. When a call is placed, the IVR automatically guides the caller through a voice menu to direct them to the right person or department—all quickly and efficiently. This system not only allows you to answer 100% of inbound calls, but also automates some or all of the handling of simple requests. However, to deliver real added value, it is essential that the IVR be well-structured, intuitive, and, if possible, multi-level. Poorly designed, it can frustrate users and increase call abandonment rates. Let’s take a look at the main advantages of a well-designed IVR. 1. A better customer experience thanks to a personalized interactive voice response The primary goal of an IVR is to streamline the customer journey. Thanks to a clear menu, callers can quickly choose the options that best fit their request, without having to resort to multiple unnecessary transfers or holds. The result: they’re connected to a qualified agent who can answer their question precisely. This feeling of being guided and supported from the first seconds of the call reassures the customer. They perceive professional organization and a concern for efficiency, which reinforces trust in the company. A good IVR can go even further by personalizing the experience: number recognition, call history, and shortcuts to common requests. 2. A time saver for everyone A well-configured IVR saves time for both the customer and the company. For the caller, access to the right information or the right person is faster. Some tasks can even be completed without human intervention, such as scheduling appointments, tracking orders, or viewing invoices. Automatic callback or smart hold options also allow you to manage busy periods more calmly, avoiding the frustration of long waits. On the employee side, operators can better manage their call flow, reduce overload, and focus on high-value requests. They can also better anticipate call volume and adapt their messaging based on the customer’s profile or request, thanks to data collected upstream by the IVR. 3. Optimized performance for call centers Another major benefit of IVR is its direct impact on operational performance. By automating certain repetitive tasks (such as caller identification, request qualification, or routing to the correct department), it allows teams to focus on higher-value tasks. This results in a significant reduction in costs related to the operation of call centers: less wasted time, fewer human errors, and better management of human resources. Furthermore, collecting data via IVR allows for continuous analysis of customer service performance: average handling time, abandonment rate, most frequent reasons for calls, etc. These insights are valuable for adjusting strategies, improving internal processes and always meeting customer expectations better. 4. Conclusion The interactive voice response system isn’t just an automation tool; it’s a real driver of performance and customer satisfaction, provided it’s properly configured. By offering fast, seamless, and personalized service, it helps enhance your brand image while optimizing your internal resources. So, are you ready to take your customer relationship to the next level with IVR from Nixxis? Want to go further?Discover 5 tips to fundamentally transform your customer service. I am reading the article I am reading the article Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us for more information! Recent articles

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Cloud Hosting VS On-premises VS Hybrid Cloud for your call center solution: Make the best choice!

12 June 2024 No Comments

The cloud: the trendy solution On-premises storage: old, but so valuable So-called “hybrid” cloud data hosting: The best of both worlds? Conclusion What type of data storage should you choose for your call center solution:  cloud or on premise? Not an easy question… fortunately, we are here to give you a helping hand to help you better understand the two concepts. In addition to shining in society by using a few complicated words during your conversations, you will be able to decide which of the two is the most accessible, the most affordable and the most secure for your business!   Today, most call center solutions offer both options: either cloud storage on a shared/private server or the ability to install your solution directly on your company’s servers. However, we will also discuss a third, lesser-known option: hybrid data storage!   Ready ? let’s go.   1. The cloud: the trendy solution Since the health crisis, the cloud solution has been on the rise! Between new hybrid working styles, reduced costs, the increased need for mobility and scalability, let’s face it, the cloud is the sweet spot when it comes to flexibility, with data able to be stored on servers anywhere in the world . a) Advantages of the cloud solution Easily back up and restore your data Have you also lost the last copy of the final version of the 356th revision of your presentation file after a crash? Of course, we’ve all been there! And thank goodness the drive saved your life. Everything is stored and pre-recorded automatically to guarantee you a final backup anywhere, anytime! Well, the same goes for CCAAS cloud solutions, which reduces the risk of data loss. Improve collaboration This allows employees to work closely on any type of data stored online and/or outside the company firewall. Thus, a cloud-based platform can be used by employees to share, edit and work jointly on common projects. Additionally, maintenance and upgrades are taken care of by the cloud service provider itself. Total accessibility Access your apps anytime, anywhere via a web browser and on any connected device. Cloud call center solutions do not require the use of a specific device or being in a particular location to access data, which facilitates and optimizes emergency management! Mobility Thanks to cloud storage, your agents can now work from a beach in Mauritius or Mount Fuji! mobility The mobility and flexibility of this type of solution allows employees to work at any time and from any location, which encourages a high rate of engagement from your employees. Save money Cloud storage is the right compromise in terms of value for money, because it does not include installation costs or prior hardware. Only maintenance and support are subject to operating expenses (OpEx). However, these are predictable costs, with full monthly coverage including upgrades and backups. Deployment The deployment of a cloud solution can be carried out remotely and at any time, so it will be much faster. Flexibility and extensibility It is possible to extend the solution on demand according to your needs. It is easily possible to increase or reduce your storage needs. The cloud does not require investment at source. Updates happen easily outside of business hours with minimal disruption. Reduce your IT staff No need to mobilize staff to ensure updates. The provider takes care of everything so the company never has to take care of network upgrades and monitoring. b) Disadvantages of the cloud solution Internet connection & CAAS solutions A stable and reliable internet connection is essential to use your solution. But that’s not the only obstacle. The basic architecture must also be in place. We know of cases where agents had to connect their computers to Ethernet cables to operate full cloud solutions from some famous competitors (no, we won’t give names 😊).   Limited control Backend infrastructure and server shell access as well as firmware updating and management cannot be managed by the user. And this lack of control over your data storage can be a major inconvenience.   Costs We said earlier that the cloud could save you money. However, in the long term, this is not entirely true. The total amount spent over time maintaining cloud storage will ultimately be much greater than if you had your own servers.   Data security Every time you sign on to a cloud provider, you give up control over the security of your data. Indeed, there is always a risk that unauthorized people will access your data. To avoid this, you should research the provider’s security policies and ensure that your data is encrypted both in transit and at rest. Although security has improved significantly, couds can still be hacked. A common corporate directory server should be used to manage employee access through onboarding and offboarding procedures. 2. On-premises storage: old, but so valuable a) Advantages of the on-premise solution On-premises storage for call center solutions means everything is managed internally and supported by the customer. The software is purchased, installed on physical hardware owned by the owning organization and no third parties are involved. You have both complete ownership and full cost of production. On-premises storage uses your physical location to manage your data. As you own the equipment, you are responsible for its maintenance and management. Let’s keep it simple You may consider on-premises storage the right storage for you if its aspects seem important to your business: High security You keep all data. This means that access to on-premises storage can be more easily controlled and granted only to authorized individuals. As data is not stored online, on-premises servers are inaccessible outside the network. Which can be very valuable for industries that process sensitive data (like the financial sector for example) where confidentiality is assured. No one can steal or dig into your data. Additionally, it is easier to install additional protection tools and specific programs on an on-premises system rather than on a cloud system. Access to data is always guaranteed Access

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Orchestrate an AI-enriched omnichannel customer experience

21 March 2024 No Comments

< Return to blog < Return to blog Orchestrate an AI-enriched omnichannel customer experience The shift to “hyper-personalization” “Smart” customer service Anticipate staffing needs using AI A reinvented customer experience Synergy between AI and traditional communication channels Conclusion In the recent past, omnichannel was considered an essential innovation. The ability to respond to customers on the channel of their choice was seen as a significant advantage, enriching the customer journey and increasing customer satisfaction. Today, omnichannel is no longer a luxury, but a requirement for companies seeking to remain competitive or become competitive. It encompasses much more than just a presence on different sales channels; it offers an integrated experience where customers benefit from relevant answers by moving from one channel to another in a seamless manner. To truly succeed in this approach, the integration of artificial intelligence (AI) has become crucial in 2024. 1. The move to “hyper-personalization” AI excels at analyzing large sets of customer data. Using advanced algorithms, it creates detailed customer profiles, thus retaining their preferences, purchasing behaviors and interaction histories. This in-depth understanding allows personalization of offers and recommendations across all channels, delivering a highly relevant and engaging customer experience depending on the chosen segment. Customers feel understood and valued when they receive communications that truly match their needs and interests, rather than yet another mass mailing advertisement. 2. “Smart” customer service Virtual agents and chatbots powered by AI are found in almost all customer services, big fans of omnichannel. These bots provide 24/7 support, instantly answering customer questions and resolving common issues. Using machine learning, they continually improve by understanding natural language and anticipating customer needs based on predefined scenarios. This results in fast and efficient support across all channels, boosting customer satisfaction and loyalty. To learn more about chatbots and how they work To learn more about chatbots and how they work Click here! Click here! 3. Anticipate staffing needs using AI Artificial intelligence represents a valuable asset for accurately forecasting the workforce for very specific activities. By analyzing the history of interactions and the various requests sent to support, it is able to estimate future call flows during busy periods, such as sales, Black Friday or the holiday season. of year. It then allows companies to optimize the management of their teams by allocating a sufficient number of advisors to each activity. 4. A reinvented customer experience By monitoring and analyzing user behavior across channels, AI identifies friction points and opportunities for improvement in the customer journey. By making adjustments, for example from opening the ticket to resolving the request, it can provide a better customer experience and ensure the competitiveness of the company. As we know, a satisfied customer is worth two! Concretely, this translates into increased conversion rates and increased customer loyalty. 5. Synergy between AI and traditional communication channels The integration of AI into omnichannel strategies creates a kind of synergy with all communication channels. By considering all communication tools, AI recommends the most appropriate actions to take on specific channels to increase customer engagement. This holistic approach allows for informed decision-making and real-time adjustments to meet changing customer needs. 6. Conclusion By integrating AI into an omnichannel strategy, businesses can deliver an exceptional customer experience while improving operational efficiency. Every aspect of omnichannel strategy benefits from AI capabilities, from personalization to demand management. This customer-centric approach, powered by advanced data analytics, opens new possibilities for creating meaningful customer interactions and driving sustainable growth. Ultimately, AI-powered omnichannel becomes much like the essential driver of competitiveness in the modern economy. To calmly consider this digital transformation within your company, Nixxis is here to support you both in the omnichannel management of your interactions, and in the implementation of solutions driven by artificial intelligence which will allow you to respond to all of your needs. these issues. To go further on AI integration methods within your contact center, discover our exclusive guide! Discover our exclusive guide to AI integration methods! It’s this way ! It’s this way ! Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us for more information! Recent articles

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AI and Humans: partners for an unrivaled customer experience

12 March 2024 No Comments

< Return to blog < Return to blog AI: a tool for customer experience Humans: at the heart of customer relations A harmonious collaboration Towards an enriched customer experience Conclusion In a world where technology increasingly shapes our daily interactions, the integration of artificial intelligence (AI) into customer service and customer experience (CX) represents a major evolution. However, far from replacing human intervention in the relationship with the customer, AI is now an essential partner in offering a new experience to consumers, despite the latter’s clear reluctance in the face of the rapid evolution of this innovative technology. This synergy between AI and humans opens up new possibilities for companies, allowing them to optimize their processes, while preserving the human dimension at the heart of each interaction. 1. AI: a tool for customer experience AI is revolutionizing the way businesses interact with their customers. Using sophisticated algorithms and machine learning, AI systems can analyze huge volumes of data in real time, anticipate customer needs and offer the most relevant solutions to each customer request. Chatbots, for example, can be programmed to answer common questions instantly, providing 24/7 support. Additionally, AI can predict customer behaviors based on their data and conversation history, allowing businesses to anticipate future needs and provide offers tailored to each individual. 2. Humans: at the heart of customer relations Despite recent advances in AI, human participation remains essential in customer relations. Indeed, nothing can replace the warmth, empathy and understanding that only a human being can offer. Faced with complex situations or those that involve emotions, the role of the human agent is essential to establish an authentic connection with the customer. Advisors can actively listen to customer concerns, identify specific needs and offer personalized solutions. Thus, advisors understand the nuances of language much better and react appropriately to clients’ emotions, while a robot would remain cold in the exchange. 3. Harmonious collaboration Rather than opposing each other, AI and humans can work together seamlessly to deliver an exceptional customer experience. AI takes care of repetitive tasks and simple queries by providing an automated response to the requester. It frees up valuable time for human agents who can then focus on high value-added interactions that require their interventions. Finally, humans can supervise and train AI systems, ensuring more precise responses tailored to the context of the request. 4. Towards an enriched customer experience By combining AI capabilities with human expertise, businesses can create an enriched customer experience, where every interaction is seamless, personalized and memorable. Customers benefit from instant and efficient assistance while having the option to seek help from a human agent if the response provided by the AI ​​is not satisfactory. This hybrid approach allows businesses to meet evolving customer needs while maintaining high levels of satisfaction and brand loyalty. 5. Conclusion No, AI does not replace Humans. The latter are not adversaries, but complementary partners in the quest for a new customer experience. By combining the strengths of AI for efficiency and speed of execution and humans for empathy and detailed understanding of the customer, companies can truly transform their customer service and stand out in an increasingly market. more competitive. This is what we provide to our customers through a range of solutions dedicated to customer services. Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us for more information! Recent articles

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