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5 ways to retain your customers!

6 May 2025 No Comments

< Return to blog 5 ways to retain your customers! Customer loyalty program Customer service Customer feedback A loyal customer through a relationship of trust Evolution of the offer Building customer loyalty is essential to the growth and stability of any business. This article explores five key strategies for strengthening customer loyalty, from setting up loyalty programs to improving the customer experience. By taking a proactive approach and listening to feedback, companies can build lasting relationships with their customers, keeping them coming back for more. Discover these tips for turning your occasional customers into loyal brand ambassadors. 1. Your customer loyalty program By offering your customers promotions and discount vouchers, you save them money, and they love it! Don’t hesitate to reward your most loyal customers with even more attractive promotions… In addition, loyalty programs have two main advantages: Encourage the customer to come back and buy more. Collect valuable data to perfect your customer experience. Finally, loyalty programs reduce your customers’ volatility and increase their average basket size. 2. Customer Service Customers expect fast, relevant answers. That’s why you need to develop multiple contact channels. This way, you can meet your customers’ needs just as effectively, whatever channel they use. You can see how to develop an omnichannel strategy here. It is also imperative that your customer service has access to your commercial information in order to best meet the needs of your customers. Finally, having impeccable after-sales service allows you to develop a relationship of trust between the company and the customer. 3. Customer feedback It’s important to take your customers’ opinions seriously. On the one hand, it enables you to improve your customer service, and on the other, it shows your prospects and customers that you care about them. There are many ways to do this: conduct surveys, set up a discussion forum or a blog where customers can comment on articles. A satisfied customer recommends your company wholeheartedly. 4. A loyal customer through a relationship of trust A long-lasting, trusting relationship is an essential pillar of customer loyalty. To achieve this, your online and offline communication must be clear and unambiguous. In addition, you need to personalize all messages, send contextual messages, adapt your content to your target audience, etc. 5. Evolution of the offer Today, it’s no secret that customers are increasingly demanding and well-informed about the products and services they want. So, on the one hand, the offer must evolve in parallel with consumer needs. On the other hand, it must keep pace with competing offers, in order to match them. To do this, it is important to communicate with after-sales service and take into account positive or negative reviews. Nixxis is your partner of choice for improving customer relations. Ask for a demonstration of our solution Nixxis Contact Suite . Would you like to build your own customer database? Click here 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

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5 Key practices to improve your customer service

6 May 2025 No Comments

< Return to blog 5 Key practices to improve your customer service Train your teams to the fullest Patience is a virtue Promote empathy Establish appropriate communication channels Use a CRM platform Over the last 2 years, with the Covid 19 pandemic, many companies have had to review their approach in order to ensure their survival. One of the main things to consider for the survival of any business, is how it treats its customers. Customer service is a major aspect of any business as it defines the experience of customers before and after purchasing the product. your product or service. Additionally, with the endless evolution of communication technologies, you communicate with your customers using their preferred methods – text, chat, email, website, social media, etc. Customer service isn’t just about providing answers; Nowadays, it’s part of your company’s identity and brand. ➡️ Here are 5 key practices you should consider to improve your customer service: 1. Train your teams as much as possible It seems pretty obvious to say that your employees need to be efficient, but how do you become efficient? The answer is training! Your teams should be carefully trained on the product or service you are offering so that anyone with a query feels reassured that it will be clear that they are in good hands. The more you train them, the faster they can handle customer queries, resulting in improved efficiency and customer satisfaction. 2. Patience is a virtue Many of us have experienced unhappy customers who can often be loud, angry and vulgar. Especially since with the pandemic, scientific research has shown that “long-term isolation creates negative emotions […] and stress (Hawkley and Capitanio, 2015)”. As part of training, your customer service team should learn how to defuse tense situations. Staying calm, choosing words carefully, being honest, making customers feel understood and that you are doing everything in your power to help them – these are important things to keep in mind. The fruit of patience is beneficial. 3. Promote empathy Now let’s talk about empathy and how it impacts customer service. In this case, empathy allows the effort to put yourself in your customer’s shoes. To do this, your team must be trained to listen. Your customers will have the impression that they are understood, taken seriously and that everything is done to meet their expectations. Sometimes there is no solution to the problem. Empathy will assure them that you did everything you could to help and it will keep your customer happy, even if the problem hasn’t been resolved. 4. Set up appropriate communication channels Sometimes your agents won’t have the knowledge or skills to resolve a problem. In such cases, you need to set up appropriate channels. Your agents need to know exactly who they should forward the request to. Additionally, it’s important to remember that communication works best both ways, so if your agents feel like they need to ask customers additional questions to better help them resolve the issue, ask them! 5. Use a CRM platform An omnichannel customer relationship management platform brings improvements at every level! By omnichannel, we mean a platform that can communicate with your customers via their preferred method while centralizing all data relating to each customer. This will help you improve your overall efficiency because with each client you will be able to quickly retrieve their file through which you will have a history of all conversations, problems and solutions, which will allow agents to better manage each case in a manner personalized. What about in 2022? Find out by clicking here View the article View 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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Improving your customer experience: 5 tips

6 May 2025 No Comments

< Return to blog 5 tips to improve your customer experience Hyper-personalization for a unique customer experience Avoid repetitions to streamline the customer experience Data protection: a pillar of customer trust Smart, prioritized reminders for a frictionless customer experience A consistent omnichannel journey for a seamless customer experience The customer experience is doomed to perpetual change. Indeed, increasingly connected consumers have adopted new ways of communicating. Companies must therefore adapt to these changes. ➡️Here are 5 tips to improve your customer experience: 1. Hyper-personalization for a unique customer experience Let’s start with a simple observation: our email inboxes are saturated with standardized commercial messages. How can you reach your customers by sending the same message as 10 other companies on the same day, and for different products? Your customers now expect a unique and personalized experience, which is where hyper-personalization comes in. It consists of using behavioral, transactional, and contextual data to adapt each interaction in real time to the customer’s specific situation. It’s no longer just about inserting a first name into an email: it’s about offering intelligent recommendations, relevant offers, a tailored tone of communication, and even a personalized user journey. Companies that master this approach see their conversion rates increase, their customer engagement intensify, and their brand image strengthen. One of the keys to improving the customer experience lies in the data you collect. By leveraging data from your CRM and analyzing purchasing behaviors, you can offer tailored interactions at every stage of the customer journey. A personalized customer experience increases loyalty and encourages positive recommendations. Best practices: Leverage conversation history, stated preferences, and purchasing behaviors to personalize voice and text interactions. Use customer scoring tools to prioritize high-value actions. The little extra: for more information on hyperpersonalization, we held a webinar on the subject with Marketing Call Center, a customer relations center based in Morocco. Don’t hesitate to watch it! 2. Avoid repetitions to streamline the customer experience Repeating your problem or personal information to each contact remains one of the biggest customer frustrations. This gives the impression that the company is disorganized, doesn’t value the customer’s time, and is inefficient. To avoid this, it is essential to centralize data through an interconnected customer relationship management (CRM) system. This system must allow all agents, regardless of the channel, to have a unified, real-time view of the customer journey: interaction history, orders, preferences, past incidents, etc. Operational tip: set up enriched and synchronized customer files across all channels (voice, chat, email, social networks), accessible in a few seconds by advisors. 3. Data protection: a pillar of customer trust Trust has become an essential element of the customer experience. Consumers want to be sure that their personal data is protected, used responsibly, and stored securely. Any flaw or inaccuracy can lead to a loss of credibility or even a breakdown in the relationship. Complying with standards like the GDPR (General Data Protection Regulation) is no longer enough: we also need to communicate transparently about how data is collected, processed and used to improve the service. Strategic advice: Incorporate a clear reminder of privacy commitments into voice scripts, confirmation emails, or customer interfaces. Offer customers active control over their preferences and data. Did you know that Europe recently defined the first classification of risks related to AI on your personal data? 4. Smart, prioritized reminders for a frictionless customer experience In contact centers, not all requests are equal in terms of urgency or impact. Prioritized callbacks allow for intelligent management of requests based on their criticality, customer frustration level, and customer value (CLV). Thanks to intelligent routing technologies and emotion analysis, it is possible to identify calls or messages to be handled as a priority to avoid escalating dissatisfaction and respond more quickly to high-stakes customers. To effectively manage customer experience improvements, it’s essential to track key metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). These KPIs help identify pain points and implement targeted corrective actions. To implement: automated reminder systems with priority scoring using software adapted to your customer service, dynamic queues, and teams dedicated to VIP customers or critical situations. 5. A consistent omnichannel journey for a continuous customer experience The modern customer moves seamlessly from one channel to another: they might start a request on a chatbot, follow it up with an email, and wait for confirmation by phone. If these channels aren’t connected, it leads to broken journeys, confusion, and frustration. A seamless omnichannel journey ensures every customer enjoys a seamless experience across all channels. This requires real-time data synchronization, consistent messaging, and the ability to pick up where a conversation left off. A well-thought-out omnichannel strategy allows customers to seamlessly move between channels. Whether via phone, email, online chat, or social media, delivering a seamless experience across all channels strengthens customer satisfaction and loyalty. Recommendation: Choose a unified omnichannel communication platform, which brings together all channels (voice, email, chat, social networks) in a single interface for advisors. What if you watched our webinar on the subject? 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

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VoIP Security Best Practices for 2025

2 May 2025 No Comments

< Return to blog VoIP – Cybersecurity, Risks and Best Practices in 2025 VoIP security and encryption How do you know if your VoIP is secure? Some VoIP Best Practices for IT Managers In conclusion Voice over IP (VoIP) has been at the center of all interactions since its emergence in the world of contact centers. VoIP transmits data from one point to another using packet switching. In short, the human voice is divided into smaller fragments to travel faster through the cloud to the end caller. Once there, the fragments are reassembled and successfully transmit voice data. VoIP offers countless benefits to businesses in terms of fast communication, better customer service resolution rates, and increased productivity. The big question on everyone’s mind in 2021 is related to cybersecurity attacks, which are impacting contact centers worldwide due to the intensive use of VoIP telephony. Cyberattacks in France quadrupled last year, forcing authorities to strengthen the end-to-end cyber defense chain. Around 70% of business decision-makers are now more than concerned about the high cybersecurity risk their companies face. Who are these attacks targeting? How much damage are they causing? What measures can be taken to stay “safe” from these attacks? Let’s dive into the world of cybersecurity and see how it can impact your contact center. Today’s businesses are focused on quickly adopting the latest trends, and many business owners have neglected the simple aspect of VoIP security when it comes to data breaches to the point of no return. Large companies like Target, which saw their reputation plummet by approximately 54% a year after their infamous 2013 data breach, are struggling to recover. So, while some large retailers and well-known brands can recover from a data breach, your company likely won’t be so lucky. 1. VoIP Security and Encryption VoIP phones are more secure than regular landline phones for the simple reason that they have analytics and monitoring capabilities, unlike regular landline phones, which are more expensive to maintain and implement. Encrypted conversations contain unreadable keypads broken down into voice samples that are transmitted from one point to another, preventing them from being deciphered by hackers. Even if intercepted, encryption ensures that hackers will not be able to decipher messages within conversations. For secure transfer, SRPT (Secure Real Time Transport Protocol) is used. It contains AES (Advanced Encryption Standard) for data samples while ensuring message authentication and provides additional security against possible replay. In addition to SRPT, VoIP solutions must be encrypted with Transport Layer Security to protect data such as phone numbers, caller names, and other details. It also prevents tampering with messages and listening to calls. Both TLS and AES are required if you want end-to-end encryption. Servers, internet service providers, hackers, and telecommunications service providers won’t be able to access your communications as long as they’re end-to-end encrypted. ➡️ Here are some comments on security risks and measures to be implemented in order to stop the damage caused by cyber attacks. a) Sample detection and black hole attacks Sample sniffing is one of the most common attacks faced by small and medium-sized contact centers. It allows hackers to access unencrypted information contained in voice data packets as they travel from one point to another. Packet loss occurs when voice data doesn’t reach its destination. Sample sniffers seek to steal information through a packet dropping attack (also known as a black hole attack). Samples are intentionally inserted into your data streams and bypass your router, resulting in a slow connection or data loss. connection. Using a VoIP VPN helps make your internet lines more secure. End-to-end encryption is also another way to secure your VoIP lines. Setting them up may take some time, but they provide protection against suspicious connections, unrecognized devices, and more through constant network monitoring. b) DDoS attacks DDoS (Distributed Denial of Service) attacks, on the other hand, occur when servers are intentionally overwhelmed, preventing businesses from using their own VoIP. The use of botnets (remotely manipulated and controlled robots created by hackers) is the main cause of DDoS attacks. The modus operandi is very simple: Flood all communication channels (websites, servers, and networks) with so much data and requests that they can’t handle them, causing a kind of overload that renders VoIP inoperable. Common signs are: Unexpected and prolonged bandwidth spikes 503 HTTP Error Responses Slow service Unusual traffic from similar devices, IP addresses, and sources. To mitigate DDoS attacks, VLANs (Virtual Local Area Networks) specifically designed for VoIP traffic are considered the best option to use here, as they make it easier to identify unwarranted and unusual data flows. For users traversing a Wide Area Network (WAN), monitored encryption is the best way to protect your business from DDoS attacks. c) Vishing Vishing is similar to phishing. The only difference here is that hackers will use voice communication methods to trick the end user into revealing sensitive information such as passwords, credit card information, security codes, and more. Hackers use a method called “Caller ID spoofing,” which involves making your caller IDs appear legitimate. This could be a call from your local bank stating that your account has been compromised and they need your password to secure it. Thorough verification methods should be implemented to verify caller identity and phone requests, even if they appear to be coming from an IT department. Another tactic that can be used here is proper agent training. Agents should be instructed not to disclose confidential information unless it has been approved by a supervisor. The signs of Vishing are: Short and unusual numbers appearing on the caller ID display. Surprising calls from well-known or famous companies Persistent request to provide confidential information for verification purposes. A false sense of urgency created by the caller. How to prevent Vishing: Do not provide confidential information over the phone to anyone you suspect. Sign up for a Do Not Call Registry Do not respond to voicemail messages on the answering machine or by phone. d) Phreaking attacks Hackers can

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

17 April 2025 No Comments

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

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

12 June 2024 No Comments

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

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Orchestrate an AI-enriched omnichannel customer experience

21 March 2024 No Comments

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

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AI and Humans: partners for an unrivaled customer experience

12 March 2024 No Comments

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

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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

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