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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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Dialogg.ai unveils its new conversational assistant… and it talks!

21 August 2025 No Comments

< Return to blog < Return to blog Dialogg.ai gives voice to its new conversational assistant New features for maximum user comfort Each sector has its own chatbot A new conversational assistant that leaves you speechless What does dialogg.ai’s voicebot bring? Conclusion Following the success of its first version, Dialogg.ai is taking a major new step in customer service automation—and not just any step! Between the significant improvements to the tool that we’ll be presenting to you, the ability to test the chatbot live, and the upcoming release of an assistant capable of holding a real conversation with your customers (and beyond), Dialogg.ai’s conversational AI looks more promising than ever. This development also reflects the overall dynamics of the sector: the chatbot market is expected to reach $8.97 billion by the end of 2025, then climb to $27.3 billion in 2030, almost three times its current value! But then, in such a competitive and rapidly expanding market, what makes Dialogg.ai stand out? Unlike other solutions, the platform isn’t limited to automation. It focuses on a genuine user and customer experience, enriched by in-depth industry expertise, which clearly sets it apart from the competition. Let’s discover together what makes this solution so unique! 1. New features for maximum user comfort Dialogg.ai is expanding its platform with features that facilitate human agent supervision, chatbot prompt management, and improved support. These new features provide administrators with complete visibility into their chatbot usage and clear alerts to avoid service disruptions. Better tracking of global queries The dashboard now provides administrators with a snapshot of the total number of monthly requests. This feature enables accurate tracking and better resource planning. Stay in control of your subscription The dashboard has been redesigned to provide a comprehensive view of the subscription and usage of the company’s chatbot(s). Administrators can now add add-ons or renew subscriptions directly from this interface. New alerts for users To avoid any service interruption, your dashboard now includes specific alerts: when the number of available requests is almost exhausted when the subscription is about to expire when all requests have been consumed, causing a temporary suspension of the service, with instant notification in the chatbot indicating its unavailability 2. Each sector has its own chatbot To help you discover the full potential of our solution, we’re providing six specialized chatbots free of charge, each designed for a specific industry. Available directly on the dialogg.ai website, you can test them with no query limits. Take advantage now of a conversational assistant perfectly adapted to your business, your processes, and your customers. Banking Sector: a revolution in financial customer relations Customer journeys are transforming and expectations are evolving, forcing financial institutions to rethink their customer service. The banking-specific chatbot dialogg.ai excels in: automation of current operations: consultation of balances, transaction history, transfers between accounts, activation/deactivation of cards incident management: reporting lost or stolen cards, immediate opposition, request for new cards personalized support: collection of information for making an appointment with an advisor, pre-qualification of credit projects “financial education”: explanations of banking products, monthly payment calculations, budget management advice the guarantee of multilingual support: assistance in the customer’s preferred language for better understanding The benefits are considerable: a 70% reduction in calls for routine requests, improved customer satisfaction thanks to 24/7 availability, and freeing up advisors for more complex cases. Fashion & Mode: the art of remote advice In the world of fashion and luxury, customer experience is essential and one of the most important factors in consumers’ purchasing decisions. On the digital level, dialogg.ai transforms online browsing into a true personal shopping experience. Some features dedicated to the fashion sector: Virtual personal shopping: personalized recommendations based on style, body type, preferences and purchase history styling tips: combinations of pieces, outfit advice according to the occasion, seasonal trends Smart size guide: international size conversion, personalized advice by brand optimized returns management: simplified procedures, automation of return labels, real-time tracking stock and availability: similar alternatives, restock alerts, in-store reservation This approach increases the average basket by 25% on average and reduces the return rate thanks to better purchasing advice. Tourism: The ultimate virtual guide Chatbots have become essential allies in the tourism sector, particularly when planning a trip. Whether it’s to find out the price of a service, which places to visit once you arrive, or to anticipate weather conditions, Dialogg.ai guarantees a personalized travel experience before, during, and even after your stay. Why choose Nixxis as your travel agency for your next vacation? Smart trip planning: create tailor-made itineraries based on budget, interests and length of stay Centralized reservations: hotels, restaurants, activities and transport with real-time price comparison Virtual local guide: attraction recommendations, opening hours, events, updated weather 24/7 travel support: continuous assistance in case of unforeseen events, reservation changes, practical information Budget optimization: local tips, savings suggestions and personalized price alerts Result: an immediate response, even in the middle of the night, ideal for calmly managing last-minute preparations. Education: the personalized educational assistant In the education sector, automation meets a growing need for personalized student support and simplification of administrative processes. Dialogg.ai becomes a complete educational solution: orientation and admission: interactive guide for applications, admission criteria, procedure timetables administrative support: registrations, re-registrations, certificates, attestations, scholarships and financial aid educational support: course schedule, exams, results, documentary resources student life: accommodation, catering, extracurricular activities, campus services parent support: school monitoring, school-family communication, practical information With this chatbot, there’s no need to contact school or university staff for every question. Students and parents can instantly access all the information they need from a single location. Internal HR Services: the new generation HR assistant In large companies with several hundred employees, it becomes difficult to answer all questions, even the simplest ones: “Where is this file located on SharePoint?”, “How do I request leave?”. HR teams must manage a growing volume of repetitive requests. The dialogg.ai chatbot significantly reduces this burden and is establishing itself as the best ally of HR departments. Some essential features for HR departments:

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Deliver uninterrupted customer service this summer with dialogg.ai

9 July 2025 No Comments

< Return to blog < Return to blog Offer customer service uninterrupted this summer with Dialogg AI Guarantee continuity of service, even during holidays Control the quality of exchanges 100% no-code solution, quick to set up (and even easier to use) Flexible software adapted to all sectors… and all your needs Optimize the customer experience with 24/7 availability Reduce your costs and increase productivity Scalable and customizable technology The smell of sunscreen, cocktails on the terrace, fanned feet, what does that make you think of? On vacation of course! Like every year, the months of July and August are often subject to a slowdown in activity due to reduced staff numbers and mailboxes saturated with pending requests. As you can imagine, your customers never stop asking questions, placing orders or looking for information about your products and services. In short: your digital presence cannot take a break. For all companies, whether in sales, healthcare, debt collection, the banking sector, logistics or even in the world of telecommunications, maintaining a minimum and responsive level of service during agents’ holidays has become an imperative. And that’s exactly where dialogg.ai, your intelligent conversational assistant, makes the difference. Discover in this article 7 reasons to use dialogg.ai for your customer service, in order to approach the summer with serenity… and efficiency. 1. Guarantee continuity of service, even during holidays The first (and undoubtedly the most obvious) reason to adopt dialogg.ai during the summer period is its ability to ensure a continuous customer presence, without any interruption. When part of your teams is on leave, the chatbot naturally takes over. Result: no break in service, no customer left without a response. Practical and effective, right? Thanks to dialogg.ai, your customers immediately get answers to the most frequently asked questions: opening hours, availability of products or services, return terms, reservation procedures, etc. It can also handle more complex requests requiring specific action: order tracking, making appointments, sending personalized information… all this without human intervention, according to the prompt you have configured beforehand. Thus, it greatly reduces the workload of the advisors still present. “What if he can’t respond to requests?” → No problem. Dialogg.ai can easily redirect the request to the right person when it is unable to provide a response, or even schedule a callback, so that an advisor can take over as soon as they return or are available. So, even with reduced staff, you continue to offer a smooth, responsive and professional customer experience, while avoiding the frustrations linked to long waits or abandoned conversations. 2. Control the quality of exchanges “It’s a chatbot, so the answers shouldn’t be very relevant…” Fake ! If you think dialogg.ai is just a generic wizard, think again. Although the quality of the responses depends in part on the way the chatbot is configured (prompts, knowledge base, conversational scenario, etc.), dialogg.ai is designed to offer relevant, professional exchanges adapted to your activity, in all circumstances. Even when faced with users who try to “trap” the chatbot with off-topic questions (such as: “Give me your best cheesecake recipe”), dialogg.ai remains strictly aligned with your editorial line and your objectives (you can test with our own chatbot if you don’t believe us). If you imagined it as yet another clone of ChatGPT, you will quickly notice the difference! Here, no deviation possible, only controlled interactions. Another major advantage: unlike a human contact center where quality control becomes complex as soon as the number of conversations increases, dialogg.ai gives you complete visibility on the responses provided. You precisely define the subjects on which he must intervene… or not. And everything is controlled from a single centralized interface, with history, filters and statistics to support it. And that’s not all! At the end of each exchange, the chatbot asks the user to rate the quality of the conversation out of 5 stars. This feedback allows you to easily identify the least well-evaluated conversations, identify recurring keywords in problematic exchanges, and implement targeted corrective actions. Even better: When a rating is low, dialogg.ai can automatically assign the conversation to an advisor, with an email alert for rapid action. This allows you to take control when necessary… without letting the situation escape your control. Finally, for quick and efficient reading, each exchange can be summarized automatically, with extraction of the essential points. A real plus if the customer calls later to refer to their request, or to ensure better multi-channel follow-up. 3. 100% no-code solution, quick to set up (and even simpler to use) “Dialogg.ai looks promising, but it must be a headache to set up… If it requires writing scripts, complex scenarios or code, I’ll spend my vacation there. » Rest assured: dialogg.ai is a solution designed for everyone, even for those who know nothing about programming. Thanks to a 100% no-code interface, you deploy an intelligent chatbot in just a few clicks, without needing to write a single line of code. The interface is intuitive and guided: it guides you step by step in writing prompts, suggests best practices and helps you structure the chatbot’s behaviors so that it fits perfectly with your sector of activity and your response strategy. And to go even faster, you can directly import your business documents (FAQ, user manuals, internal procedures, return policies, commercial scripts, etc.) in numerous formats: PDF, DOC, TXT, XLSX, CSV, XML, etc. Everything is automatically integrated into the knowledge base of your chatbot, which can then rely on this content to answer customer questions with precision and consistency. 💡Expert tip: Remember to regularly update the documents you have imported into dialogg.ai. If your policies change and your content is not revised, you risk transmitting outdated information to your users… « It’s good for websites, but I also receive requests on my social networks. Dialogg.ai knows how to handle that too ? » Of course ! Dialogg.ai is an omnichannel solution, which integrates in a few clicks with your website, but also with your social networks such as Facebook Messenger, Zalo,

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Speech-to-text transcription: optimize your customer relationship with Nixxis’ integrated AI

12 June 2025 No Comments

< Return to blog < Return to blog Speech-to-text transcription: optimize your customer relationship with Nixxis’ integrated AI Speech-to-text transcription: more than just conversion Three key game-changing features Who benefits from these new features? How to integrate these features into your daily life Measurable benefits for your organization What to expect: the Nixxis AI roadmap for 2026-2027 Ready to transform your contact center? The quality of customer interactions is today’s key differentiator for businesses. To address this challenge, Nixxis is taking a new step forward by integrating artificial intelligence-based features into its telephony solution. Today, we’re excited to introduce our new speech-to-text transcription module, which will radically transform your approach to managing telephone conversations. 1. Speech-to-text transcription: more than just conversion Our new transcription feature automatically converts voice conversations to text after recording. Unlike real-time solutions, which can be inaccurate, our delayed approach prioritizes the quality and reliability of transcriptions. But that’s just the tip of the iceberg. Nixxis’s artificial intelligence doesn’t just transcribe; it also analyzes conversations to provide you with valuable insights. 2. Three key game-changing features a) Automatic generation of conversation summaries Gone are the days when your supervisors had to listen to hours of recordings to understand the gist of an interaction. Our AI automatically identifies the key points of each call and generates a concise and structured summary including: The main purpose of the call The issues raised by the client The solutions proposed by the agent These summaries are accessible in the Nixxis interface, saving considerable time for supervisory teams in quality control and for agents in post-call processing. In addition, these summaries can be transferred directly to a CRM for historical analysis. b) Sentiment and satisfaction analysis Our analytics technology goes beyond simply detecting positive or negative emotions. By examining the words used, it can detect: Moments of tension or frustration The evolution of customer satisfaction during the exchange Reactions to the proposed solutions The agent’s level of empathy Each conversation is assigned an overall score, and the various interpreted verbatim statements can be consulted using a sentiment filtering system. c) Contextual search by keywords This feature facilitates the overall quality process. Rather than random selection, Nixxis allows you to extract the desired conversations based on a theme via a keyword. Instead of searching blindly, you can now: Search for specific terms or phrases across all of your conversations Filter results by date, team, agent, or sentiment score Quickly identify calls mentioning a particular product or issue Send a selection of contact cards to a new activity based on criteria (keyword present in the conversation or according to the score for example). 3. Who benefits from these new features? a) For supervisors and quality managers Our AI tools significantly simplify the assessment and coaching work of your supervisors. Quickly identify problematic calls with negative sentiment scores, pinpoint areas for improvement, identify best practices to share, and create targeted training programs based on concrete data. b) For trainers Build your library of sample calls in just a few clicks. Search for perfect examples to illustrate effective sales or problem-solving techniques. Automatic summaries allow you to quickly identify relevant conversations for your training sessions. c) For call center managers Get a clear view of trends and recurring issues without having to listen to hundreds of calls. Make informed decisions based on concrete, quantifiable data. d) For the agents themselves Agents now have access to transcripts and summaries of their calls, encouraging self-assessment and supporting continuous improvement. It also saves them time handling interactions by quickly resuming a conversation by reviewing the last exchange or its summary. By better understanding the impact of their actions on customers, they can refine their approach and strengthen the quality of their customer relationships. 4. How to integrate these features into your daily life a) Simplified configuration Setting up the transcription feature takes just a few clicks in the Nixxis admin panel. Select the teams and call flows for which you want to enable transcription and customize the analysis settings to suit your needs. Please note that AI transcription credits are required to enable the feature. For more information, please contact us. b) Better quality control Integrate new AI data into your quality assessment process: Filter calls by sentiment score to quickly identify problematic conversations Create alerts based on the detection of specific keywords c) Targeted coaching sessions Use keyword searches to identify agents who excel in certain situations or who encounter recurring challenges. Conduct targeted coaching sessions using case studies from transcripts. 5. Measurable benefits for your organization Adopting our AI features brings real benefits: Improving customer satisfaction by identifying and correcting irritants More effective agent training with concrete and personalized examples Early detection of risks associated with negative conversations 6. What to expect: the Nixxis AI roadmap for 2026-2027 Innovation never stops at Nixxis. Our development team is already working on the next generation of AI features that will enrich your experience over the coming years. a) Action commitments No more forgotten or misprioritized post-call actions. Our upcoming action commitments feature will analyze conversation content to automatically suggest post-call actions to your agents: Contextual recommendations based on the specific nature of the customer request Intelligent prioritization of tasks by priority and urgency Predefined action templates that can be customized to your business processes Automated monitoring of commitments made with the client This new feature will not only allow you to improve the consistency of your customer service, but also further reduce the post-call work of agents, allowing them to focus on the customer relationship itself, rather than on administrative aspects. b) Automatic tagging Imagine a solution that automatically notifies the best people to involve in following up on a call. Our automated tagging system will identify situations requiring the intervention of a supervisor, agent, or any other qualified person to respond to the customer’s request: Detection of critical situations requiring immediate escalation Identification of relevant calls for different departments (technical, commercial, after-sales service) Automatic alerts directed to

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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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How does automatic call distribution work?

17 April 2025 No Comments

< Return to blog < Return to blog How does automatic call distribution work? ACD: what is it? Differences between ACD and SVI The different types of call distribution 5 good reasons to use automatic call distribution Conclusion Automatic call distribution (ACD) is an essential component of modern contact center solutions, enabling efficient and optimal management of incoming call flows. Designed to improve the customer experience while maximizing operational efficiency, ACD automatically assigns inbound calls to the agents best qualified to meet their needs. This technology relies on several distribution methods, each adapted to specific contexts. In this article, we’ll explore ACD in detail, how it differs from interactive voice response (IVR) systems, and the eight commonly used delivery types 1. ACD: What is it? ACD, or automatic call distribution, is an inbound call management system that automatically directs calls to available agents. This system uses various algorithms to assign calls based on different criteria such as agent availability, specific skills, call priority, etc. The main objective of the ACD is to optimize response time and ensure a fair distribution of workload among agents, thus ensuring maximum customer satisfaction. 2. Differences between ACD and SVI Although often confused, ACD and IVR are two distinct components of contact center solutions. The ACD is responsible for distributing calls to agents, while the IVR is an interactive system that guides callers through a voice menu to meet their needs or direct them to the right department or agent. While ACD focuses on call flow management, IVR provides an interactive interface for callers before they are routed to a specific agent. 3. The different types of call distribution a) Fixed routing Fixed routing involves assigning inbound calls to specific agents in a predetermined manner. For example, calls can be directed to a specific agent based on the number the caller dials or the service requested. This type of distribution is effective when callers have specific needs and require specialized assistance from the start of the call. b) Round robin routing Round-robin routing distributes calls sequentially to available agents in the order they were received. Each new call is assigned to the agent who has been available the longest, ensuring a fair distribution of the workload. This type of distribution is suitable for contact centers where priority is given to managing queues in a fair manner. c) Routing to the least active agent This method directs calls to the agent who has the fewest calls in progress or who has been idle for a specified period of time. This ensures efficient use of resources by maximizing the productivity of less busy agents. Routing to the least active agent is ideal for contact centers where workloads vary widely. d) Routing based on timetable Schedule-based routing directs calls based on agent availability according to their pre-established schedule. For example, calls can be directed to available agents during peak hours or outside of regular business hours. This type of distribution guarantees a balanced distribution of the workload throughout the day e) Simultaneous distribution Concurrent distribution sends a call to multiple agents simultaneously until one of them accepts the call. This helps reduce wait times for callers and optimizes overall response time. Simultaneous distribution is particularly effective for short calls where a quick response is crucial. f) Weighted routing This method assigns calls based on a pre-established weighting for each agent, based on criteria such as skills, experience or past performance. Calls are routed to agents with the highest weighted score, ensuring optimal allocation based on each agent’s capabilities. g) Value-based routing Value-based routing assigns calls based on the value assigned to each call based on predefined criteria such as customer status, problem type, or sales potential. Calls are directed to agents best equipped to handle high-value situations, maximizing sales opportunities and customer satisfaction. h) Data-driven routing This method uses real-time data about callers, such as interaction history, account information or preferences, to direct calls to the agents best suited to their specific needs. Data-driven routing provides increased personalization of the customer experience and faster problem resolution. 4. 5 good reasons to use automatic call distribution a) Improving customer satisfaction Automatic call distribution enables smoother and more intelligent management of incoming calls. By significantly reducing wait times, it improves the customer experience from the very first seconds. Thanks to intelligent routing, each call is directed to the most appropriate agent from the first contact, promoting quick and efficient resolution of requests. The result: a significant reduction in the number of abandoned calls and increased customer satisfaction. b) Increase in agent productivity By optimizing call distribution, automated dispatching promotes an increase in first-contact resolution rates. Better-focused and prepared agents can handle requests more efficiently, reducing unnecessary transfers and processing times. This increased efficiency translates directly into an increase in the number of calls handled, without compromising service quality. c) Improved profitability Automatic call distribution enables strategic call flow management, taking into account the priorities and value of each call. By directing interactions based on their urgency or profitability potential, it optimizes human resource allocation. This improved workforce management results in an overall improvement in call center performance, with increased productivity and more agile service. d) Improved call monitoring With access to real-time data and statistics, automatic call distribution provides a clear and instant view of contact center activity. This visibility allows for rapid identification of areas for improvement, whether related to internal processes or individual performance. By facilitating continuous analysis, it contributes to more informed, responsive, and results-oriented decision-making. e) Better management of activity peaks Automatic call distribution enables intelligent and balanced distribution of interactions between agents, thus avoiding individual overloads. It improves queue management by reducing excessive wait times and streamlining request processing. At the same time, the implementation of overflow strategies guarantees continuity of service even during peak periods, thus ensuring consistent quality of support. 5. Conclusion In conclusion, automatic call distribution (ACD) is a crucial element of contact centers, allowing the most efficient management of inbound

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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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