Performance Management Facilitate and personalize employee experiences. Provide with with a community and a unified platform of communication. Identify agents key skills and nurture them to drive better business outcomes. Systematic forecasting and scheduling Connect the right individual to the right job. This ensures a smooth work flow. Creating schedules and forecast using AI with human powered resources made easy through good workforce management. Data helps in predicting long term goals and operational performance. Streamlined Processes The easier the better. Connect each agent on a single interface for better reporting an analytics. This helps in achieving better workforce management. Continuous Innovation and Growth Coach all your agents to achieve business goals through innovation. Provide staff with frequent training allowing them to grow personally and professionally. This will ensure smooth client service and you will have a more knowledgeable workforce.

One-clic report generation All of your reports are available at the click of a mouse to make sure you can get the information you need in a powerful and efficient way. These can then be provided in pdf, xls, word, Powerpoint, tiff, xml and various other formats. Hundreds of templates available We’ve prepared the work for you by offering hundreds of possible templates including all industry standards both for productivity and quality parameters. You can of course add your own customized reports & exports and combine them with existing ones. Embedded publishing scheduler Reports can be processed periodically in an automatic way and then sent to your own distribution list via email or even better, be published on an intranet or standard website. Further to that part or all of the data can also be made available on external FTP servers for furthe r processing. Powerful Analytics Speech-to-text algorithms can extract not only the words but also the intents and emotions expressed by your customers in order to pilot your Quality Monitoring solution for automatic filling of your evaluation grids.

Chat Bots and Voice Bots Let chat bots and voice bots handles non complex issues and direct the most complex conversations towards an agents if necessary. This will flatten call peaks, provide efficient 24/7 self service while reducing operational cost. Agile balance Route calls and requests to the best handling agents through an agile balance. This is called intelligent routing and it helps resolve call churns and abandons as agents handling customer has business knowledge and awareness. It increases customer satisfaction. End to end machine learning Fully automated processes that translates customer messages to intents. This helps categorize data, enables predictive engagement and analytics towards handle time or transfer rate while taking into consideration business processes. Functional Intuition Unique set of algorithm that merges with external mechanism in order to read patterns, external data analytics to promote actionable suggestions.

Inbound and Outbound Calls Manage your calls on a single platform with intelligent profiling and segmentation. Divert calls towards the required agents via our predictive dialer personalizing your customer experience while boosting agents productivity. Emails Email will always be at the heart of your customer support. Personalized email responses directed to right person helps improve customer experience while reducing handle time. Satisfied customers are loyal customers. Text Messages / Web Messaging Customers expect flawless interaction with your organization at any given point in time. Make it easy for your customers to have personalized conversations with your brand. Social Media Improve your brand perception by connecting with your audience live on social media. Customers today love brands to be reachable at any given point in time. This builds your brand image while you have access to real time reporting. Chatbots Let bots handle common questions while agents handle complex issues. This helps reduce your operational cost while boosting productivity and level of personalized service. Artificial Intelligence and Machine Learning AI help to maintain conversational context with customers. Collected data enables predictive engagement thus boosting customer journey supervision

Preview Dialing In preview dialing, the dialer does not generate dial requests but rather “popup requests”. In that configuration, the agent receives the customer record and has time to analyse it and can eventually choose to dial when the moment is right. Multi-wave Campaigns Multi-wave campaigns are based on several activities (inbound calls, emails, social media or any other outbound activities) interacting with each other and impacting the next activity to be performed by agents in real time. Intelligent call lists Intelligent call list management uses Nixxis proprietary call list functionalities. For example, when the end of a call list is reached, the outbound dialler can dynamically let the agent work on other campaigns and transfer the calls with the corresponding script pop-up or any other type of agent interfaces.

Seamless inbound Delivery Personalize your customer journey by connecting them to the right agents across unified communication channels anywhere around the world. Transform your customer and employee experience Built-in technology with effortless software administration and configuration help employees have versatile control at their finger tips to deliver a better customer satisfaction across all platforms. Achieving Client Satisfaction Real time dashboards using pre defined business segments based on business needs enabling personalized routing across voice and digital channels. Resulting in optimized agent performance and high quality service. Give your agents productivity a boost Instinctive call distribution through automated segmentation with customer centric approach. Give agents access to multiple campaigns through intelligent data capture via CRM, IVR or EPR.