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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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Let AI handle writing and your agents focus on voice!

3 December 2024 No Comments

< Return to blog < Return to blog Let AI handle the writing and your agents focus on voice! 99% of written interactions automated within two years? Dialogg.ai: an innovation powered by Nixxis AI-human synergy for efficient customer service Want to try dialogg.ai? Artificial intelligence (AI) is redefining the way in which companies interact with their customers and this is all the more striking in the customer relations sector where the very role of the “human” advisor is being called into question. A recent study shows that responses generated by ChatGPT are 252% more relevant than those of humans in certain contexts. This impressive figure demonstrates a clear interest in integrating AI into professional tools to meet the ever-higher expectations of modern consumers. 1. 99% of written interactions automated within two years? It is common to call customer service when a product or service purchase does not suit us. Email, online chat, SMS or even social networks, the possible exchange channels are numerous. At Nixxis, we estimate that within two years, 99% of written interactions can be automated using AI. This would not only reduce processing times, but above all free up advisors to focus on what they do best: voice interactions. The latter remain essential, particularly in France, where 53% of consumers prefer voice to resolve complex problems or benefit from personalized support. A telephone call is often perceived as more direct and faster than a written exchange, which can suffer from delays or misunderstandings. 2. Dialogg.ai : an innovation powered by Nixxis This summer, Nixxis unveiled dialogg.ai, an intelligent chatbot designed to automate written interactions while maintaining a fluid and intuitive approach. Dialogg.ai is also capable of offering personalized recommendations, thus facilitating cross-selling and optimizing the customer experience. The benefits of dialogg.ai include: Saves time: recurring requests are processed instantly, without human intervention (unless this is really necessary or at the request of the contact). Improved productivity: your agents can focus on strategic, high-value-added tasks, rather than dwelling on responses that can be automated. An enriched customer experience: each request is quickly directed to the best solution or resource available. 3. AI-human synergy for efficient customer service Far from being an opposition, collaboration between humans and AI makes up the future of customer relations. At Nixxis, we firmly believe that AI and humans are complementary. By automating written channels, your teams refocus on irreplaceable and purely human skills: listening, empathy and resolving problems over the phone. 4. Want to try dialogg.ai? 4. Want to trydialogg.ai? Don’t wait any longer to test the capabilities of our chatbot. Contact us today for a live demo or visit our site for more information. Did you know that AI plays a major role in crisis management? View article View article Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us Recent articles

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The new customer 23.0: Boost your CX in 2023 thanks to actionable indicators

11 January 2023 No Comments

The 2023 customer dresses in Prada Who is the 2023 customer? What implications for call centers? 1. The 2023 customer dresses in Prada The 2023 client is deeply tired and weary in the face of a great mental load. Suffice to say that in view of the current economic situation, the last two years have been an anthology of creativity to aim to perform and encourage purchasing action among our prospects. Our customers are therefore over-demanded in various ways and on ever more diversified channels. Rationality, immediacy, demand for consideration, the 23.0 client is a perfect synthesis of the resounding upheavals of the last two years. Without recalling the health crisis which has turned all spheres of our lives upside down, economic, political, social and private, armed conflicts near European borders are forcing us to review some of our priorities, and sometimes pushing us to leave our comfort zones. very complicated to leave. How to maintain and boost your customer satisfaction in this strange context? Finally, we give you the actionable indicators to achieve this: Reason before action Omnipresence Consideration and nuturing What impact for call & contact centers? Pragmatism, efficiency and personalization Technology at the service of immediacy An omnichannel solution On-premises in the closet CX 2023 2. Who is the 2023 customer? a) Reason before action No more compulsive purchases, no more impulsive decision-making, time for reflection. This is one of the main 2023 resolutions for many of our customers. Many companies must review some of their financial priorities, which pushes many managers to strengthen the decision-making process for more reasoned actions. Less unnecessary spending, priority on the essentials, but the essentials are qualitative. The investment must be profitable and sustainable. b) Omnipresence The 23.0 client is present everywhere, all the time. In a hurry and stressed, he seeks to receive the answer to his question as quickly as possible using all the channels available to him. Both in voice and in instant discussion such as chatbot, social networks, you have to be responsive on all fronts. c) Consideration and nurturing According to the CX Trends 2023 report by Qualtrics, 63% of customers, across all sectors, are asking companies to listen to them better. When we look at reviews regarding customer services, respondents very often say they are dissatisfied due to the lack of empathy demonstrated by the service in question. Customers today expect to be listened to and taken seriously. There is no more question of passing the ball from service to service, the resolution rate on the first call here is directly affected. Your agents are expected to be both empathetic, optimizing their time to listen attentively to the customer’s request, but also to demonstrate increased competence to be able to respond quickly and efficiently. 3. What implications for call centers? a) Pragmatism, efficiency and personalization I understand that sounds like a lot, and believe me, it is. But it is not impossible. For this to come to fruition, your agents must have all the information on customer needs in order to anticipate potential centers of interest. Here are some concrete actions to put in place to achieve this: Allow your agents to access chat/call history so they can listen to or read previous conversations they had with customers Have a script linked to your CRM to store information from exchanges with customers and thus preserve the data. Have a solution that allows you to configure a preferred agent based on your business needs (for example, customer calls can be redirected to the last agent they spoke with, or go further into the funky with this functionality and imagine specific agents for VIP customers). Provide information and escalate boxes in less than 2 minutes, especially if you work in debt collection, insurance or after-sales service. Opt for a solution that can automate these tasks by linking your activities together, depending on the qualification level chosen by the agent, integrating your CRM for live updating of information. Likewise, waiting is no longer an option for our 2023 customers! The “please wait, you are number 7 in the queue” needs to be removed once and for all. We’ll probably repeat this often, but find a call center solution with a killer IVR (don’t look for noon to two p.m., it’s right in front of you) and that incorporates the essential features: Reminder opportunities when overflow is triggered in your campaigns. Adapted to each of your call activities (no need to have an IVR that indicates the debt recovery service in its menu if the number called by your customer is that of customer service). Capable of launching flash messages that you can configure freely when you have peaks of activity. Who routes calls to agents based on their skills and not to just any guy in the call center who has no idea what to say. Which interacts with a solution that takes into account your other campaigns (let’s say you have inbound and outbound activity and one of your potential prospects called you previously to set up an appointment, it would be a bit awkward to then call in an outgoing campaign). Configurable before and after calls to broadcast a satisfaction survey, send an SMS or a confirmation/summary email. Be proactive with your customers and don’t just offer after-sales service! Get a head start by setting up outbound campaigns to: Call them following a purchase depending on your sector of activity (follow-up after 30 days for B2C sectors. For B2B sectors you can schedule a follow-up campaign for 30 days, 3 months, 6 months, 9 months., 1 year ). In Nixxis Contact Suite, you can automatically send contacts into nurturing sequences based on their qualification. If you manage an e-commerce, call your abandoned carts and double your conversions! These are just a few ideas, but the possibilities for providing excellent customer service are endless! Contact us to find out more!😊 I understand that sounds like a lot, and believe me, it is. But it is not

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 🤖 Chatbot: Everything you need to know, the good, the bad and the ugly 

16 August 2022 No Comments

When it comes to chatbot, two schools are in competition:   – Those who say that the chatbot smoothens customer experience – And those who say it completely denatures the human side inerant to customer experience.   In this article we’re gonna take an in-depht look on how relevant is a chatbot for your company:  What is a chatbot?    “Chat” stands for its literal meaning. “Bot” is a shortcut for a robot. In other words, a bot is a computer program configured and able to provide a pre-recorded response immediately to your caller.   There are several types of chatbot:   The benefits of a chatbot   Once configured, the chatbot will be completely autonomous. It can easily resolve “common” files such as a request for information. Its autonomy obviously depends on the previous configuration and the technology used by the chatbot. The emergence of artificial intelligence makes it possible to arrive at an almost human interaction in certain contexts.    Everything that happens between your chatbot and the user is measured. The chatbot will capture all interactions and classify them according to relevant KPIs. This allows you to create reliable, customizable reporting and measure your company’s important metrics to continuously improve your service and customer experience.    At present, the consumer is increasingly anxious to receive an answer. No matter what time you request it, the chatbot is permanently available, and responds instantly to any request.    A chatbot can be enabled both on your website but also on your social networks or various applications. So you can capture the attention of your customers on any channel, simultaneously.  Anything is possible. You can easily associate your chatbot with a friendly avatar who will become your brand mascot.   The disadvantages of chatbot   The same drawback seems to recur frequently over the course of the surveys on the subject. According to a large number of users, it will never replace human intervention. Indeed, many complain that they do not have an answer to their question. It is obvious that when a customer asks you a complex question, they are even more frustrated when they receive an answer that does not match their request. Immediacy is good, relevance is better.   In addition, our time is lacking in human relations. A consumer will always consider a more credible brand if they have had the opportunity to speak with an agent. It proves that you are real, that there are people working behind you to answer and satisfy you.  In addition, the chatbot seems to increase hacking risks for businesses and users. They are the object of misappropriations regarding the protection of personal data. Bots collect and analyze a large amount of user data, resulting in a surge in attacks to steal that data.   The chatbot, for or against? The debrief   The chatbot, for or against? The debrief   Each of them has its opinion on the matter, it seems obvious that the real effectiveness of this means of communication varies according to the sector of activity and the type of enterprise, and even according to the objectives aimed at. The idea is to put these factors in perspective in order to evaluate whether or not a sculpin will help you improve your client relationship.  The trick is to mix chatbot and live chat to minimize response time, redirect your customer to the right agent and maintain this human touch we all love.   A fully customizable solution, Nixxis allows you to configure your chatbot according to the needs of your team and your activity, while combining it with all your communication channels.   Find out more? Why don’t you book your demo?  

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