Call & Contact Center News Archives

AI Act: Europe defines a classification of risks associated with AI

19 February 2025 No Comments

< Return to blog < Return to blog A new European regulation on AI Minimal AI risks Limited-risk AI High-risk AI AI presenting unacceptable risks Corporate Obligations Concrete impacts for users And then? Returning from the World of AI Cannes Festival, held at the Palais des Festivals in Cannes from February 13 to 15, 2025, we see that the landscape of products based on artificial intelligence (AI) continues to expand significantly. During previous editions, attention was focused on ChatGPT, a conversational AI which still arouses keen interest today. More recently, its Chinese competitor, DeepSeek, has emerged on the market. Although DeepSeek shows comparable performance, gray areas remain regarding its methods of collecting and using users’ personal data. We have also written an article detailing our position on whether or not DeepSeek should be integrated into our own AI solutions. At the same time, other models have emerged, highlighting strict respect for user data. Mistral AI, a French start-up, stands out by positioning itself as one of the solutions most compliant with the General Data Protection Regulation (GDPR). However, despite this reputation, Mistral AI is currently the subject of a complaint for an alleged personal data breach, calling into question its privacy practices. Faced with the rapid proliferation of this software and often opaque data protection policies, Europe reacted by adopting the AI Act last year. This legislative framework aims to regulate the use of AI systems in interaction with citizens of the European Union, thus ensuring the protection of their fundamental rights. Although we are not legal experts, we would like to provide you with an overview of the new legal obligations related to the use of AI systems, in order to inform you of the current implications of this legislation. 1. A new European regulation on AI In June 2024, the European Parliament adopted Regulation (EU) 2024/1689 (yes, another one!), establishing harmonized rules for artificial intelligence (AI) within the European Union. This legislative framework aims to regulate the development, marketing and use of AI systems, while protecting the fundamental rights of European citizens. One of the main objectives of this legislation is to ensure that AI systems respect Union values, including the protection of fundamental rights, democracy and the rule of law. The regulation establishes a classification of AI systems according to their level of risk: minimal, limited, high and unacceptable. Systems with unacceptable risk, such as certain facial recognition applications in public spaces, are prohibited, while those with high risk are subject to strict requirements before being placed on the market. AI Risk Pyramid 2. Minimal AI risks Artificial intelligence systems classified as presenting minimal risk include video games using AI to animate virtual characters or even spam filters that automatically sort emails. These applications do not pose a significant threat to the security or fundamental rights of citizens and, as such, are not subject to specific regulations under the AI Act. Companies and developers can therefore deploy them without any particular restrictions within the European Union. 3. Limited-risk AI This category includes automatic conversational agents (chatbots, such as dialogg.ai) as well as deepfakes or “hyperfakes”. Deepfakes leverage artificial intelligence to generate or alter videos, images or audio files in such a realistic way that they can be extremely difficult or impossible to detect. Due to the risks of manipulation and disinformation, these technologies are subject to strict transparency obligations. Regulations require companies and developers to clearly inform users when they interact with an AI, so that they can make an informed decision about whether or not to continue that interaction. For example, deepfakes must be explicitly marked that they are artificially generated, and chatbots must clearly signal that they are not humans. 4. High-risk AI High-risk AI systems are those that can have a significant impact on people’s safety or their fundamental rights. Notable examples include: AI-driven robot-assisted surgery applications, where an error could endanger the lives of patients. Automated sorting of CVs in recruitment processes, which can introduce discriminatory bias. Credit rating, which can restrict citizens’ access to financial loans. Automated examination of visa applications, directly influencing the freedom of movement of individuals. To be authorized, these systems must meet strict requirements for quality, transparency and human oversight to reduce risks. Companies developing or using these technologies must ensure rigorous assessment of their impact, as well as constant monitoring to prevent any abuse or malfunction. 5. AI presenting unacceptable risks AI systems and models with unacceptable risk are strictly prohibited within the European Union and cannot be commercialized under any circumstances. These technologies are considered a direct threat to the fundamental rights of citizens, public safety or democracy. Among these prohibited systems are: AIs designed to manipulate human behavior in deceptive or coercive ways. Technologies that abolish free will, such as those that unconsciously influence critical decisions (voting, consent, purchases, etc.). Certain biometric mass surveillance systems which could infringe on privacy and individual freedoms. By prohibiting these uses, the AI Act aims to preserve the fundamental values of the EU, by guaranteeing that AI remains a tool serving humans and not a means of controlling them. 6. Corporate Obligations Depending on the level of risk associated with AI, European rules establish new obligations. a) Transparency and accountability requirements Companies will have to provide transparent information about the AI they use. They will also have to ensure copyright compliance and clearly flag manipulated content (such as “deep fakes”), thus ensuring responsible and informed use of the technology. AI systems with unacceptable risks are outright banned within the European Union (with a few exceptions). b) For high-risk AIs High-risk AI systems, such as ChatGPT or DeepSeek, must: comply with strict obligations, particularly with regard to risk assessment provide increased transparency benefit from human supervision, thus guaranteeing the security and fundamental rights of EU citizens. These conditions will be assessed before they are placed on the market and throughout their life cycle. These high-risk technologies can only be placed on the market if they are subject to a

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

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: Dialogg.ai. Thanks to this new range of products, they benefit from a real conversational assistant which provides directly actionable solutions, but also features such as real-time transcription of the exchange, detection of customer sentiment and satisfaction or another summary of the conversation and the recommendation of the most relevant next actions. To discover all the possibilities offered by Dialogg.ai, as well as our vision and objectives behind this new offer, go to our dedicated page. You are already convinced of the collaboration between humans and AI and want to integrate it into your customer service? We talk about it right here: You want to integrate it into your customer service? We talk about it right here: Integrate AI into your contact center in 5 steps! Integrate AI into your contact center in 5 steps! Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us for more information! Recent articles

Everything you need to know about chatbots!

22 February 2024 No Comments

< Return to blog < Return to blog Which chatbot should I use for my customer service? Is there a chatbot specific to my activity? How can it help my advisors improve their performance? These are a myriad of questions you should ask yourself when the idea of integrating a chatbot into your customer service or contact center arises. Luckily for you, Nixxis recently took stock of all these issues. Find out what it’s all about here: The practical guide to the chatbot! What is a chatbot? What does that allow me to do? We tell you everything! A “chat-bot” Yes, it is above all a small tool which allows you to automatically provide a response via a “chat” to the requester, without the need for any human intervention, hence the robotic side. 3 types of chatbots The most common chatbots in customer services are either based on rules, on statistical models or, for the most recent, on machine learning. The last one is of course the most precise when it has to provide a response to the customer. Features at a glance A chatbot provides a set of 4 main functionalities. Above all, it allows you to answer questions, provide additional information according to customer requests, collect valuable data that can be reused by your salespeople and finally automate the time-consuming tasks of your advisors. Which sectors use it the most? Obviously, nearly 78% of customer services in any sector use a chatbot, while the remaining 22% prefer more traditional methods (email & telephone). We find chatbots more and more in the health sector, telcos or even e-commerce and the banking sector to a lesser extent. In summary Chatbots are very useful for creating a new user and customer experience and being able to lighten the workload of advisors in providing answers and processing requests, in general. Are you still hesitant to integrate it into your customer service? We’ve created the ultimate infographic to transparently show you the pros and cons of using it in your business. Find it here Previous slide Next slide Previous slide Next slide Do you know that we also participated at the Western Customer Relations Show? Relive the highlights in pictures Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us for more information! Recent articles

😱 Avoiding the worst in outbound telesales: Everything you need to know to not be blacklisted

26 August 2022 No Comments

Regionalization and round-robin: everything you need to know to not end up on the blacklist of telephone operators when doing outbound telesales: Don’t end up on Google’s “beware scam” lists Regionalization, the first step to optimize your pickup rates The round-robin technique for results that will please you Once upon a time, in the Wild West of telemarketing, people were shooting in all directions. Calling with a masked number, or the same person 15 times in a single day, or with numbers that ended up nowhere when the person wanted to call back. But fortunately (or not, it’s a debate for another day), times have changed. With the rise of the Internet, new legislation, and telephone operators blacklisting numbers, telemarketers had to trade their cowboy boots for city shoes and more subtle telesales techniques. Don’t end up on Google’s “Beware Scam” lists Here, we will put two seconds in the shoes of a potential customer. You get a call from a number you don’t know. What would be your first instinct? Just Google it. Today, there are hundreds of sites that list all the numbers that have been identified as telesales or even scams. To avoid finding yourself on these lists, we advise you to change your outgoing call numbers every 15-30 days. Even better: optimize your dropout rate by adopting a regionalization strategy for the numbers you use. Pair this with round-robin mechanics for effective outbound calling campaigns that respect the legal framework mentioned above. Regionalization, the first step to optimize your pickup rates Now that you know your telesales laws and are not on a scam watch list, it’s time to go to optimize your outbound call campaign. To do this, adopt regionalization by proposing a telephone number that corresponds to the region in which your client is located. Why does it matter? Let’s put ourselves in our client’s shoes for a moment: between a number that calls you with your area code and another that has nothing to do with it, which call will you be more likely to pick up? Probably the regional number that will give you more confidence than another that has nothing to do with you. The round-robin technique for results that will please you If you have a regional phone number, but you still call a person several times a day, that number will inevitably end up either on the “beware scam” lists or worse, be blacklisted by telecom providers. This is where the round-robin technique comes in. The idea is to alternate different phone numbers to avoid the scenarios mentioned above. This may result in the following scenario: Outgoing call 1 to John Joe with number A no answer Outgoing call 2 to John Joe with number B no answer Outbound call 3 to John Joe with number C, Mr. Joe picks up and notifies that he wishes to be called back on day X Day X – Outbound call to John Joe with number C Simply put, we alternate several numbers to avoid being blacklisted. As a bonus, if the customer asks to be called back, he will be presented with the same number with which he picked up to initiate a relationship of trust. All these features are available in Nixxis Contact Suite, book a demo with us now to discover many more amazing telesales strategies.

Want to know what is a contact center solution? Read this.

10 July 2022 No Comments

To get straight to the point, a contact center solution will give you a 360-degree view of your customer interactions so you can interact with them on any channel they use (chat, voice, email, social media, etc.) A – What’s the difference between a contact center and a call center? That first part can be confusing, often people get surprised that there’s a difference between the two. A call center is limited to voice interactions (inbound and outbound) while a contact center will connect with your customers on any possible communication channel simultaneously: In our case we’re not talking about either, we’re looking at the engine that helps make this possible. The contact center solution that is used behind. B- So, why do you need a contact center solution? If you want a quality CX, a contact center solution is a real asset to have up your sleeve to get high-added-value interactions with your customers. It will redistribute inbound and outbound flows depending on your team’s skills, availability, campaign parameters, and many more factors through ACD technology. Also contact center solutions help you create powerful CX campaigns that can include many contact touch points with one customer (example: merge SMS, email, and voice in one campaign) and that will also respond to your every need. Let’s say you want to reach back to your clients that you have a special offer, within your contact center solution you’ll be able to create a campaign specifically for those clients and reach out to them by voice, social media, email, or even SMS simultaneously to be sure they take advantage of said offer. Another great thing to know about contact center solutions (or maybe it’s just ‘cause our products great) is that you can personalize every step of your CX communication. It’s a great marketing and sales asset. 5 important points to take into account when choosing a contact center solution Criteria 1: To Outsource CX or not to Outsource CX, that is the question… Depending on your needs, budget, and internal organization you might want to outsource your CX to experts in the field. Moreover, CX can become time-consuming with the shift to a “now customer” where clients need you to be on deck at all times. However, you must also be aware that no one will talk about your company as well as you do. So depending on your size, budget, and type of product you will need to weigh the pros and cons of having an internalized CX service. Criteria 2: Get an omnichannel contact center solution You want a 360 view of your Customer interactions right? You want every channel of communication you use with your customers to be aggregated in one platform, so that’s why you need to ensure that they effectively communicate with each other through the solution you’ll be choosing. Take a look at our product NCS or book a call with our experts to know more about it. Criteria 3: Measure, track and become big brother Well, you want to know what’s happening on your agent’s end right? Ry to get a contact center solution that incorporates quality monitoring and statistics tools to give you a pretty good idea of what’s happening behind the scenes. For example, on Nixxis Contact Suite we have incorporated more than 70+ ready-made reports for you to choose from. On another level here are the KPIs you want to look at to measure your CX performance: Criteria 4: A stable interface Don’t you hate when your program comes crashing down? This is what you want to look at the most. The stability of the solution you’ll be using will make a huge difference. You don’t want to spend your time rebooting servers or calling the support of the said solution. Be sure to get as many details as you can on the infrastructure the solution is using for you to have a good idea of the end stability. Criteria 5: An efficient support Well even if you have a stable solution, you might encounter some troubles along the way, nothing bad but sometime when the Monday curse hits and murphy’s law has something to say problems arise on all ends. So be sure that the support of the contact center solution you’ll be using is available as quickly as possible. We hope this article helped you see a bit more about what a contact center solution encompasses, reach out to us if you have any questions 😊

Calling strategies: 6 tips to make it pick up

15 October 2021 No Comments

< Return to blog Smooth your call attempts Optimize your numbering Voice mail submissions Continue the conversation Distribute intelligently Reassign calls Market tools allow contact centers to implement their call strategy with varying degrees of efficiency. But which is the best? Is it the responsibility of the tool or the human if a call campaign is poorly executed? Legislation increasingly imposes restrictions on call attempts and it is not always easy to comply without “burning” your contact records. Businesses are required to present a geographic telephone number that answers if the person calls the number back. However, it is a good practice to limit the number of call attempts to avoid the “irritating” or “nuisance” aspect. In fact, your prospect can now, by law, identify your calling telephone number. According to the typology of contacts (individuals or professionals, age, CSP, marital status, etc.), the sector of activity (insurance, energy, recovery, collection of donations, etc.), the geographical area (Ile de France, Province, etc.) and the characteristics of the contacts to call, their reachability preferences will be different (time, channel) and the same will apply to your results! Will your call launches be different? Your objective should be to increase the reachability of people when they are most available in order to avoid transforming them into “permanently unreachable” by calling them at an inopportune time. ➡️ Here are 6 effective tips that you can easily implement thanks to the dynamic parameters of the tool you use (at least Nixxis does it): 1. Smooth your call attempts Smooth the number of call attempts over a longer period (e.g.: 3 calls the first week at different times then 3 calls 2 weeks later rather than 5 calls in the same week always at the same times) 2. Optimize your numbering Optimize your call dialing according to the geographical area of your contacts (e.g. outside working hours for individuals after 7 p.m. in the Paris region or between 12 p.m. and 2 p.m. or from 5 p.m. in rural areas, during working hours for professionals, after 7 p.m. for individuals in the Paris region versus 6 p.m. in the Province, students after classes from 4 p.m. to 7 p.m. or Wednesday afternoon) 3. Voice mail submissions Make grouped deposits of voice messages or on the fly when an answering machine is detected so that the contact is aware of your approach, calls you back or directs you to your website for example 4. Continue the conversation Start a conversation by phone, continue it by chat and have a commitment form signed on the contact’s smartphone during the call (to win 1 step) 5. Distribute intelligently Distribute calls intelligently based on agent profiles. Depending on (skills, languages, etc.) Depending on skills, languages, etc., 6. Reassign calls Reassign telephone appointments to another designated employee if the initial agent is unavailable In short, there are plenty of possibilities for maximum efficiency. Today, contact centers around the world use Nixxis every day to manage 1.2 million outbound telesales calls, 5,000 inbound support tickets, 7,000 taxi rides, hundreds of thousands euros of donations collected or amounts recovered, … Want to share your most effective calling strategy with us? What if you watched our latest webinar? I access the replay I access the replay Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us for more information! Recent articles

Segmenting your customers: a priority for contact centers

14 October 2021 No Comments

< Return to blog The profession Geographic location The Age Have you also ever contacted a list of people who don’t pick up despite several attempts? How to avoid this? To cope with the number of call attempts (we recommend a maximum of 10) and optimize the use of your database, it is essential to carry out socio-demographic segmentation. ➡️ But what are the main socio-demographic criteria to take into account? 1. The profession Indeed, each profession has its obligations in terms of scheduling. As a contact center, you will need to adapt to everyone. For example, we know that a lawyer will certainly be in court in the morning and will therefore not be able to take a call at that time. We will also avoid contacting the catering sector during lunchtime. 2. Geographic location Geographic location is also a very important criterion. We know, for example, that around 6:00 p.m., people living in Île-de-France are likely to find themselves in traffic jams where they will naturally be stressed. And so this is not a good time to contact them. Instead, for example, you can contact people who live in Provence and who may be more available at that time. 3. The Age Age is a primary criterion. First of all, the probability that a person of working age will be able to respond during office hours is less than that of a retiree, for example. In addition, knowing the age of your customers will save you time for both the customer and your agent. Indeed, let’s imagine that your agent offers a subscription to the magazine “Neon” which rather targets “millennials” and that on the other end of the line, he comes across a “baby boomer”. What will happen? The customer will simply refuse the offer because he is not part of the audience targeted by the magazine. These are just a few examples allowing you to optimize the use of your database. Nixxis has several features to optimize your chances with each attempt. What if you watched our latest webinar? I access the replay I access the replay Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us for more information! Recent articles