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Customer relations in 2026: the major trends that are redrawing the boundaries of the sector

3 February 2026 No Comments

< Return to blog < Return to blog Customer relations in 2026: the major trends that are redrawing the boundaries of the sector Table of contents By 2026, the customer relationship sector is undergoing major transformations that are fundamentally redefining its model and practices. Technological acceleration, evolving customer expectations, and new organizational balances: we are entering a new era where artificial intelligence is becoming an essential driver of the sector, while remaining a tool at the service of the advisor. More than ever, the human element remains the cornerstone of customer relations. This article, written in collaboration with Philippe Amiel, Director of the recruitment firm Promel and consultant specializing in customer relations, offers an analysis of the major trends that will shape the customer relations industry in the coming years, starting with 2026. Humans augmented by AI: the new standard The sterile debate of “AI versus human” is over. 2026 will mark the advent of a true operational symbiosis. Many companies still fear the consequences of using AI in their organizational strategy. Therefore, it’s important to reiterate that artificial intelligence should not be perceived as a threat to our society and that it will never replace human advisors. Its role is truly to assist humans in their daily tasks. While some principles are now widely adopted (such as real-time agent support or the automation of post-call tasks), a new stage is emerging: intelligent orchestration. Customer experience management solutions now analyze the reason for contact and the customer’s true intention to direct each interaction to the right person, whether an agent or a chatbot, at the right time. This approach combines the complete automation of so-called “simple” requests with varying degrees of human intervention depending on the complexity of the situations, thus allowing for optimal distribution of the workload. Among other things, while artificial intelligence responds to first-level requests (support, after-sales service, automatic classification of information, etc.), human teams, for their part, focus on a more restricted scope where their expertise is indispensable and develop skills on missions with higher added value. So, what will your agents actually look like in 2026? What will their role be? Recent studies reveal that artificial intelligence will drive operations and orchestrate flows, while humans will remain the guarantors of relational excellence and customer trust. When AI becomes the co-pilot of customer relations Nearly 60 years after the first chatbots appeared, these tools, long confined to very limited text-based interactions, have become essential players in customer service. Alongside voicebots, they constitute a veritable intelligent self-service center, capable of handling a growing share of requests while guaranteeing the quality, consistency, and personalization of responses. Powered by advanced language models and connected in real time to knowledge bases, CRM systems and other business tools, chatbots and voicebots adapt to the context and ensure a smooth and successful experience. But the real revelation of AI is its monitoring capability. Every interaction, whether handled by a bot or a human agent, can be continuously analyzed: the content of the conversation, the relevance of the responses, adherence to commitments, and signals of friction or satisfaction. This intelligent monitoring transforms AI into an operational watchdog. As soon as a deviation is detected (risk of dissatisfaction, customer misunderstanding, non-compliant communication, etc.), alerts can be sent to the appropriate personnel (agents, supervisors, quality team, etc.) or trigger an automated process for immediate intervention. CCaaS and CRM: convergence is accelerating By 2026, the convergence between contact center platforms (CCaaS) and CRM systems will accelerate significantly. This will no longer be a simple technological convergence, but a profound transformation of how agents are supported and guided in their daily interactions. CRM systems will now be more closely integrated with CCaaS solutions, enabling optimized use of data from customer records. This information, analyzed in real time by artificial intelligence, will contribute to enriching the quality and relevance of interactions. AI will play an active role in decision support: analyzing context, understanding customer intent, prioritizing actions, and suggesting responses. These features will support the agent before, during, and after each interaction, providing continuous and contextualized assistance. In situations of friction with a customer, the agent will no longer be left to their own devices. Artificial intelligence will act as a true operational co-pilot, capable of assessing the situation, formulating appropriate recommendations, and guiding the advisor towards the most relevant solution. The challenge this year is clear: to manage and enhance human performance through AI, within an augmented Customer Experience Management (CXM) framework. AI in the service of continuous improvement Artificial intelligence is now capable of analyzing every interaction to extract insights that can be used across all business functions. Thanks to the comprehensive analysis of data from interactions (voice, text, behavior, etc.), customer relationship platforms now integrate AI-driven insights. Every campaign, every journey, every operation thus becomes a source of continuous learning. AI easily identifies: recurring points of friction in customer journeys; scenarios generating the most dissatisfaction or, conversely, conversion; performance differences between channels, teams or periods. Thanks to the compilation of human and AI-driven analyses, business, marketing and operational teams can adjust their campaigns, refine their contact strategies and improve the overall efficiency of operations. Multi-level validation by AI: ensuring accuracy, quality and compliance As AI plays an increasingly important role in customer interactions, a new challenge arises: ensuring the reliability of responses and the compliance of exchanges. To address this, some players are deploying “multi-layer AI” validation mechanisms. This principle relies on several levels of automated control: semantic validation of the generated responses (relevance and consistency with the request); verification of regulatory and contractual compliance; monitoring compliance with messaging and brand guidelines; the detection of potential biases, errors or hallucinations in the models. Every interaction, whether automated or AI-assisted, is thus secured in real time. In case of doubt or non-compliance, the AI ​​can either correct the response or trigger an escalation to a human agent or supervisor. This approach meets the requirements for quality, security, and regulatory compliance. New customer relationship professions Operational

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10 KPI pour centre d'appels

The KPIs to monitor at all costs in 2025

20 May 2025 No Comments

< Return to blog < Return to blog The KPIs to monitor at all costs in 2025 Abandonment (Automatic Call Distribution) Service quality rate Average Handling Time (AHT) Call abandonment rate at the IVR level Average Conversation Duration (ACD) Call Abandonment Rate After Call Work (ACW) Overflow rate Hold Time Conclusion 1. Abandonment This is an inbound call detected by a telephone reception voice server where the caller hung up before having an agent on the phone to answer their request or before having navigated on an IVR. 2. ACD (Automatic Call Distribution) The first call resolution rate reflects the quality of customer service by evaluating the number of problems definitively resolved upon first contact. Resolving issues at first contact avoids follow-up calls, call transfers, and other follow-up actions that can be time-consuming and frustrating for customers. A high rate strengthens the company’s brand image by demonstrating its commitment to providing superior customer service. 3. Quality of service rate The quality of service rate measures the proportion of calls answered within a target time (expressed in seconds), which reflects the ability of the service to respond quickly to customer requests. This ratio is obtained by applying the following formula: (Number of calls answered within the deadline / Total number of calls) x 100. Let’s take an example: out of 180 calls, 162 are processed within the normal time, i.e. a rate of service of (162/180) x 100 = 90%. A high percentage means your agents are very efficient and respond quickly to customer inquiries, which contributes to a great customer experience. This rate also makes it possible to detect whether the tools and IT systems used by agents are adapted to handle calls in the best possible way. To improve this KPI, it may be relevant to hire new advisors, review call procedures or invest in suitable telephony software. 4. Average Handling Time (AHT) AHT encompasses not only the duration of the conversation with the customer, but also the time spent on post-call tasks, such as updating information in the CRM or handling specific requests. For example, after hanging up, an agent may need to update the customer file, send a confirmation email, or schedule a call back, which increases the total call handling time. AHT is a strategic metric for call centers because it helps measure process efficiency and optimize operating costs. By reducing duration, agents can handle more calls in a given time, improving customer satisfaction and reducing operating costs. 5. Call Abandonment rate at the IVR level It measures the rate of calls that are not answered because customers hang up before being connected to an advisor or an interactive voice response system. An effective IVR menu should be simple, intuitive, and able to direct customers to the right resources. If the abandonment rate is high, it suggests that the customer journey within the IVR is too complex or does not meet callers’ expectations, causing them to hang up. 6. Average Conversation Duration (ACD) This KPI makes it possible to evaluate the average duration of interactions between advisors and clients, whether entering or exiting. Thanks to this data, it is then possible to identify the factors which influence the duration of calls and to implement corrective actions (training of agents, choice of another, more efficient software, etc.). If the average call duration is too high, it means that advisors are spending excessive time on each interaction, reducing their ability to handle a high volume of calls. 7. Call Abandonment rate This rate reflects the level of frustration callers have when they are forced to wait too long to be answered. The higher it is, the more it indicates that wait times are excessive, which harms the customer experience and increases the risk of losing the customer permanently if no corrective action is taken. To retain and strengthen their trust, it is crucial to keep this rate as low as possible, reducing waiting times through effective management of your advisors. 8. After Call Work (ACW) This KPI measures the time an agent spends completing necessary actions following a call, such as updating customer information, creating reports, or following up on next steps. The shorter this delay, the more agents will be available to respond to new requests and reduce caller wait times. 9. Overflow rate It assesses the frequency and magnitude of situations where the number of inboundcalls exceeds the agents’ ability to respond immediately, resulting in higher or lower wait times for customers. This indicator allows you to determine if the number of agents is adapted to the volume of calls received and if the waiting times are reasonable (see the abandonment rate above). To reduce waiting times, several strategies can be implemented: offering customers the possibility of scheduling a callback, directing them to less saturated contact channels or simply increasing the number of advisors. 10. Hold Duration Average online wait time is the time from when a customer joins the queue to when they are connected to an advisor. Long wait times may be a sign that agents don’t have all the information they need to resolve issues quickly or that the tools at their disposal are inadequate to process requests efficiently. 11. Conclusion By closely monitoring these KPIs for your call center or customer service, you can quickly identify the strengths and weaknesses of your teams, adjust your processes and optimize internal resources to improve customer satisfaction. Some first tips to improve your call management: Automatic call distribution: why integrate it into your strategy Orchestrate an AI-enriched omnichannel experience Reaching a QS close to 100%, an achievable goal? What if you watched our latest webinar? I access the replay I access the replay Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us for more information! Recent articles

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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 ensuring the growth and stability of your business. If implemented poorly, your customer loyalty strategy can lead to its downfall. Unfortunately, this is often felt when you receive dozens of advertising emails and text messages. It’s difficult to remain committed to the brand while being bombarded with communications pushing you to buy their products. Otherwise, a lack of strategy can lead to a decrease in sales, average basket size, and purchase frequency. This comprehensive article aims to guide you through five key strategies for strengthening customer loyalty, ranging from implementing tailored loyalty programs to improving the customer experience more generally. By adopting a proactive approach and listening to feedback, you can build lasting relationships with your customers, encouraging them to return. Ultimately, you should be able to transform your occasional customers into loyal brand ambassadors—the goal of every business. 1. Your customer loyalty program It goes without saying that loyalty programs are one of the biggest drivers of sales. 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 and unique promotions. Moreover, loyalty programs have two main advantages: Encourage the customer to come back and buy more. But also collect valuable data to perfect your customer experience. Loyalty programs also reduce your customer volatility and increase their average basket size as explained previously. Beyond promotions and discounts, consider traditional loyalty programs based on points or tier systems, where customers accumulate benefits based on their engagement, as many companies across all industries already do. This approach encourages repeat purchases and reinforces the feeling of belonging to a privileged community. In addition, analyzing the data collected through these programs allows you to further personalize their experience and their purchasing journey in store or on your e-commerce site, by offering targeted offers and anticipating needs. This personalization helps increase customer satisfaction and, consequently, sales. To complete this strategy, simplified access to data must be possible with your customer service solution. 2. Customer Service Customers today expect immediacy and ever faster, more relevant responses on their preferred communication channels. First, it’s essential that you have support that works well on limited channels so you can then expand to other contact channels. This way, you’ll be able to respond effectively to your customers’ needs, regardless of the channel used. Here‘s how to develop an omnichannel strategy with our customer service and support management solution across all your channels (voice, SMS, email, chat, and social media, of course). It is also imperative that your customer service has access to commercial information on customer accounts, in order to best meet the needs expressed according to their purchase history. Finally, having impeccable after-sales service obviously helps to develop a relationship of trust between the company and your customers. To facilitate and streamline demand management, responsive and multi-channel customer service is essential and can be accompanied by Automation tools, such as intelligent chatbots, which improve the availability and speed of responses, while freeing up time for human agents on more complex cases. In the event of escalation, the chatbot can automatically redirect to the advisor directly available and most efficient in dealing with the type of request. Furthermore, ongoing team training on products, internal processes, and interpersonal skills is crucial to ensuring consistent service quality. Effective customer service is a powerful lever for customer loyalty and satisfaction, something we deliver thanks to Nixxis and its seamless customer interaction management, resulting in an average 20% increase in overall satisfaction. 3. Customer feedback It’s important to take your customers’ opinions and feedback seriously, whether positive or negative. On the one hand, this allows you to continually improve your organization, your offering, and your processes; and on the other, it shows your prospects and customers that you care about them. There are several ways to skillfully manage negative feedback: conduct customer satisfaction surveys to reveal an NPS, set up a discussion forum, a blog where they can comment on articles, etc. Keep in mind that a satisfied customer will always highly recommend your company. Also consider encouraging your consumers to share their opinions on public platforms. These interactions provide valuable insights to improve your offerings and services. Additionally, implementing a real-time feedback system, using sentiment analysis or quality management tools, allows for the rapid detection of friction points and proactive resolution. Active listening is sure to strengthen customer trust and loyalty. 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. Transparency and consistency in communication are fundamental to establishing a lasting relationship of trust. Make sure that the messages conveyed across different channels (website, social media, customer service) are aligned and reflect your company’s values. Furthermore, personalizing interactions, taking into account each customer’s preferences and purchase history, demonstrates special attention and strengthens the emotional connection with the brand. A well-established relationship of trust promotes loyalty and stimulates recommendations. 5. Evolution of the offer Today, it’s no secret: customers are increasingly demanding and well-informed about the products and services they absolutely want. Therefore, the offering must evolve, on the one hand, to meet consumer needs and, on the other, to match competing offerings. 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 Would you like to build your own customer database? Click here Click here Share this content on your favorite networks! Facebook Email LinkedIn Interested in our

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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 for quality customer service Patience is a virtue Promote empathy Establish appropriate communication channels for managing your customer service Use a CRM platform Over the past few years, with the Covid-19 pandemic, many businesses have had to rethink their approach to ensure their “survival.” One of the key things to consider for the continued success of any business is how it treats its customers first and foremost. Customer service is a major aspect of any business as it defines the customer experience before and after purchasing your product or service. Moreover, with the continuous evolution of communication technologies, you interact with your customers using their preferred methods – text, chat, email, website, social media, etc. Customer service is not just about providing answers; nowadays, it is part of your company’s identity and brand. That’s why having a powerful customer service solution is a first point, but it’s not everything! ➡️ Here are 5 key practices you should consider to quickly improve your customer service: 1. Train your teams for quality customer service It seems obvious that your employees need to be efficient. But how do you become efficient? The answer is training! Your teams must be thoroughly trained in the product or service you offer so that anyone with a query feels reassured that they are in good hands. The more you train your teams, the faster they will be able to handle customer queries, which translates into improved efficiency, service quality, and customer satisfaction in the short term. Beyond initial training, it is essential to set up regular workshops on new features of your products and services, communication skills development sessions and training on managing complex situations. 2. Patience is a virtue Many of us have experienced unhappy customers who can often be loud, angry, or just plain rude. With the pandemic, scientific research has shown that “long-term isolation creates negative emotions […] and stress (Hawkley and Capitanio, 2015).” As part of their training, your customer service team should learn how to defuse tense situations from the moment the call is taken. Staying calm, choosing your words carefully, smiling on the phone, being honest, making customers feel understood, and that you are doing everything in your power to help them—these are important things to remember. Patience pays off. The latter is also crucial in managing interactions with customers, especially when they express frustrations or concerns. Encourage your agents to practice active listening, ask clarifying questions, and restate customer concerns to show they are understood. This approach builds trust and can turn a negative experience into a loyalty opportunity. 3. Promote empathy Now let’s talk about empathy and how it impacts customer service. In this case, empathy involves putting yourself in your customer’s shoes. To do this, your team must be trained to listen, as explained above. Your customers will feel understood, taken seriously, and that everything possible is being done to meet their expectations. Sometimes there may not be a solution to the problem. Empathy will assure them that you’ve done everything you can to help, and this will leave your customer satisfied, even if the problem hasn’t been resolved. Empathy is not just about understanding a customer’s emotions; it involves taking concrete steps to meet their needs. Train your teams to recognize emotional signals and adapt their communication accordingly. For example, a customer expressing frustration may require a more reassuring and proactive response. 4. Establish appropriate communication channels for managing your customer service Sometimes, your agents won’t have the knowledge or skills needed to resolve an issue. In such cases, you need to set up appropriate channels where they’re most comfortable. Your agents should know exactly who they should forward the query to. It’s also important to remember that communication works best both ways, so if your agents feel they need to ask customers additional questions to better help them resolve the issue, then ask! Diversify your communication channels with an omnichannel messaging solution to meet your customers’ varied preferences. This can include phone, email, live chat, social media, and messaging apps. Ensure these channels are integrated to provide a seamless and consistent experience. Additionally, monitor and analyze interactions on each channel to identify trends and continually improve your service. 5. Use a CRM platform An effective CRM platform automates and centralizes customer information, allowing your teams to quickly access interaction history, preferences, and previous purchases. This facilitates a quick and personalized response to customer requests. Additionally, analyzing CRM data can reveal valuable insights into customer behavior, helping you anticipate their needs and deliver targeted offers, which can increase sales and customer satisfaction. And with AI, how can you further optimize your customer service? 👇 Find out here Find out here 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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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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Choosing the best telephony solution according to your call distribution method in 2025

5 May 2025 No Comments

< Return to blog < Return to blog Choosing the best telephony solution according to your call distribution method in 2025 Essential features for an effective telephony solution Scalability of the tool Ease of use Reliability and availability Data Security Performance Analysis Flexibility of communication channels within the same telephony solution Conclusion In recent years, customer relations have become a key differentiating factor and rightly so! Companies are now placing increased importance on optimizing their customer services. With this in mind, call distribution, the central process of managing inbound calls and distributing them to agents, is of crucial importance in choosing the best telephony solution for your company. With so many vendors on the market, choosing the right telephony solution is no easy task, but considering the power of the ACD can be crucial in your selection. To help you make this choice, we’ve outlined several key criteria to consider during your evaluation. Indeed, the chosen telephony solution must meet specific requirements in order to guarantee an optimal customer experience and maximum operational efficiency. 1. Essential features for an effective telephony solution a) Intelligent call routing based on multiple criteria At the heart of effective call management is the ability to route calls to the most qualified and directly available agents. It requires an intelligent routing system taking into account various criteria, such as: Agent skills: Identifying agents with the skills required to handle each call helps ensure rapid and efficient resolution of customer requests. Waiting time: The balanced distribution of calls between agents helps minimize waiting times and improve customer satisfaction. Agent availability: The system must identify in real time the agents available to handle incoming calls and thus optimize resource management. b) Customizing routing rules Flexibility is a major asset in call distribution. The ability to customize routing rules allows the system to be adapted to the specific needs of each company. By defining certain rules, it is possible to prioritize urgent or most profitable calls, direct customers to dedicated agents, or even implement routing strategies based on language or geographic area. c) Seamless integration with CRM tools For an optimal customer experience, the chosen software must integrate seamlessly with CRM and business tools. This integration provides access to relevant customer information upon receipt of the call, including interaction history, current orders and even personal preferences. Agents can thus offer personalized customer service, contextualizing each interaction. 2. Scalability of the tool a) Managing exponential growth without compromise The ability to adapt is essential in the Customer Relations sector. The chosen telephony solution must be able to adapt to the growth of the company and manage a larger number of users and fluctuating call volumes. This scalability ensures that the company can meet demand without compromising service quality or operational efficiency. b) Management of call peaks Companies often face peaks in activity, particularly during promotional campaigns or holiday periods. A good telephony solution must be able to withstand these traffic peaks, requiring a robust infrastructure capable of handling high call volumes without experiencing slowdowns or failures. It must also allow for the establishment of overflow strategies which will limit the number of abandoned calls. c) Adaptation to load requirements Every business has its own way of operating and different needs when it comes to call management. You must be able to personalize its settings and functionalities based on call flows, to optimize resource allocation and streamline processes. 3. Ease of use a) An user-friendly interface In a successful call center, agent and supervisor productivity is paramount. To ensure this, a fluid and intuitive interface remains the best option to facilitate the use of the interface and reduce training times. b) Complete user guides For optimal use of the solution, detailed and accessible user guides are essential. These guides must provide clear and precise instructions on all the functionalities of the solution, illustrated by concrete examples and screenshots. They must also be regularly updated to reflect product developments and new features. c) Automatic reporting of customer files Speedy caller ID is the key to a successful customer experience. Upon receiving the call, relevant customer information should be automatically displayed on the agent interface. 4. Reliability and availability a) Resilience to failures In a call center, continuity of service is essential to be able to meet the objectives defined by your customers. The solution must be based on a redundant infrastructure, capable of minimizing service interruptions in the event of hardware or software failure. This redundancy makes it possible to automatically switch to backup systems in the event of a failure to ensure continuity of operations. b) Responsive technical support Even the most reliable solutions can encounter technical problems. When a breakdown occurs, effective technical support is essential. A team of experts should be available to quickly diagnose issues, provide appropriate solutions, and restore the solution to normal operation as quickly as possible. c) Regular maintenance system for optimal performance To maintain tool performance and long-term reliability, a regular maintenance system is required. Regular software updates, bug fixes and optimizations help ensure that the solution remains up-to-date, stable and efficient. 5. Data security a) Data encryption Data encryption at all stages of communication is essential. This encryption helps protect sensitive customer information, such as names, addresses, phone numbers and payment data, from unauthorized access and data leaks. b) Compliance with safety standards for impeccable compliance Data protection regulations, such as the GDPR (General Data Protection Regulation), impose strict data security requirements. Compliance with these standards is mandatory, and software must be able to ensure data protection to ensure customer trust. c) Strong authentication Cyberattacks pose a major threat to data security. Strong authentication mechanisms are necessary to protect access to systems. This may include the use of complex passwords, physical security keys, or multi-factor authentication (MFA), which requires additional verification to confirm the user’s identity. d) Monitoring and logging user activities An important feature in data security is the ability to monitor and log user activities, in order to detect

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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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New telemarketing trends in 2025

31 January 2025 No Comments

< Return to blog < Return to blog New telemarketing trends in 2025 Favor a customer relationship “powered by AI” WhatsApp Business API: the preferred channel in 2025 ABM, the golden rule for retaining your customers Let’s Be Kind and Protect Data To summarize In 2025, telemarketing remains a major activity for call centers and teleprospecting companies, but it is evolving towards new, more efficient channels to boost lead generation. It is clear that outbound call campaigns are no longer enough to attract new customers. How can you stand out in this regulatory-saturated environment? What strategies should you put in place to bring a breath of fresh air to your business? In this article you will discover 4 methods to boost your lead generation. 1. Favor a customer relationship “powered by AI” Artificial Intelligence and its numerous automations are revolutionizing the world of telemarketing. Let’s be realistic, a large part of interactions today are automated (or at least automatable) on a daily basis. In fact, 70% of companies* today use AI solutions to improve their customer service, 46% of which have automated at least half of their customer interactions. The automation of interactions is very present in writing: emails, SMS, chat, social networks… Before long, the vast majority of these channels will be managed by AI. Sources: Zendesk AI-Driven CX Report 2024, Learnthings, Statistics Canada, France Travail, State of Skills What about phone calls? If we had told you twenty years ago that they could be automated by robots, you wouldn’t have believed us. Yet this mechanism is gradually starting to spread within call centers. You’ve probably already received a call where the advisor’s voice seemed a little… different, almost mechanical? Were the answers they gave you too perfect, without an ounce of hesitation? You’ve surely interacted with a voicebot! These virtual assistants, equivalent to oral chatbots, are designed to hold fluid and convincing conversations with consumers. Well-prompted, trained, and connected to databases updated in real time, they allow companies to considerably improve the effectiveness of their prospecting campaigns and the quality of the leads generated. As reinforcement for campaigns with high call volumes, or to free up your advisors for higher value-added tasks, these technologies are increasingly emerging as essential allies. Moreover, according to the Chatbot Observatory, 29% of companies in France use a voicebot daily to reduce the burden on their customer service and support their self-care strategy. A relevant example of this use of chatbots is illustrated by our partner Volubile, a company co-founded by Stéphanie Delestre, which you have surely already seen in the show “Qui vous être mon associate(e)”. Specializing in the intelligent management of voicebots, Volubile brings the technology that many companies were missing, radically transforming the way they interact with their customers. The result is significant gains in terms of operational efficiency and the quality of the data collected, while simplifying the execution of call campaigns. When it comes to data, the possibilities are numerous! Have you ever considered implementing predictive scoring for your leads? The latest AI tools analyze data from multiple sources, such as CRMs or call histories, to assess the likelihood of a prospect becoming a customer. This technology not only allows you to estimate your chances of conversion, but also to prioritize leads with the highest potential, thus optimizing your sales efforts on the right prospects. At Nixxis, we take things from a different angle. With our speech-to-text transcription functionality built into our telephony software, you can summarize conversations to make it easier to track and process requests. You can also analyze the feelings of the interlocutors to find out which vocabulary element(s) may have reassured the prospect or, on the contrary, worried them during the exchange. So, if terms like “price” come up frequently during recorded conversations, this probably signals that the cost component is important to them and that your proposal is not suitable. Finally, you can easily find conversations by searching for keywords to filter on a type of exchange or a given issue. To discover in detail this functionality included in all our offers, do not hesitate to contact one of our salespeople! Contact the sales team 2. WhatsApp Business API: the preferred channel in 2025 Omnichannel is always an effective way to approach your future customers. But if there is one application that stands out from the others, it is WhatsApp, and in particular its business API version. As we presented to you during our recent webinar co-organized with our partner Commbox, WhatsApp Business API is establishing itself in conversational marketing, improving cross-channel sales and ensuring customer support management. Your question is probably: “why WhatsApp works so well?” » The answer lies on two levels: On the one hand, WhatsApp already allows you to create a personalized relationship with your leads. More than any other instant messaging tool, WhatsApp values the “personal” character and the “privileged relationship”. Sending a message on WhatsApp is actually as simple as sending an SMS to a loved one. In addition, you have the means to see if your interlocutor has read your message and the times when they are connected, in order to contact them at the right time. Some companies also use it inbound with a discount voucher system. For example, an incoming lead can contact you on WhatsApp to benefit from a 15% discount on their order. This will allow you to have access to their data (and the telephone number is not nothing!). On the other hand, it is a very good tool for workflows, which not all channels currently allow. Configure your sequences in just a few clicks and let the magic happen! At the end of the campaigns, you will have access to complete statistical tables. In addition, the cost of a conversation is much lower than that of an SMS. No reason not to try this new channel now. Need more arguments to test WhatsApp? Watch the replay of our latest webinar on the subject. To go further,watch our webinar! To

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WhatsApp Business: The Secret to AI-Powered Customer Service

26 December 2024 No Comments

< Return to blog < Return to blog WhatsApp Business: The Secret to AI-Powered customer service WhatsApp: THE strategic lever for sales and customer service Commbox: the excellence of intelligent communication Nixxis and Commbox: a winning duo for optimized communication What results to expect? Conclusion In 2024, WhatsApp Business is no longer just a messaging tool. It has become a key strategic player for improving sales and optimizing customer service management. With more than 2 billion active users, WhatsApp is a global application whose impact extends far beyond the personal sphere with its Business version. In France, it proudly occupies 2nd place among the most popular messaging applications. Thanks to Artificial Intelligence (AI), WhatsApp Business is redefining the standards of customer-business interactions by offering experiences tailored to consumers. But how can you get the most out of this tool? Discover how the synergy between WhatsApp, Commbox and Nixxis’ omnichannel platform can transform your customer interactions into real growth opportunities. 1. WhatsApp: THE strategic lever for sales and customer service With its worldwide reputation, WhatsApp Business is much more than just a communication platform. If you don’t yet see the full potential of the tool, discover the advantages it has in store for you with its Business version: Universal accessibility: WhatsApp is already integrated into the daily lives of millions of people. This natural channel allows customers to easily interact with businesses without having to change their habits. Real-time responses: With its intuitive interface, WhatsApp allows you to quickly respond to customer requests. Read receipts ensure efficient follow-up, while the absence of formalities such as email subjects or forms reduces response times. Multimedia wealth: Need to assist a customer? Share images, videos or documents. A video tutorial or a photo can often solve a problem more effectively than a long written exchange. Trust and Security: End-to-end encryption ensures secure interactions, avoiding the pitfalls of spam or junk mail filters that emails experience. Cost-effective alternative to traditional SMS: WhatsApp simplifies international exchanges by eliminating the costs associated with long-distance calls or SMS, while remaining accessible at a reduced cost for businesses. Now that you know more about the benefits of WhatsApp and its Business version, let’s see how Nixxis and Commbox take advantage of these features. 2. Commbox: the excellence of intelligent communication Commbox is a leading European player in omnichannel interaction management solutions. Ranked among the top 20 strategic partners of WhatsApp, the company stands out in particular for: Expertise in artificial intelligence:Commbox offers advanced automation solutions for all traditional and modern communication channels, such as WhatsApp. Enhanced security:Complying with strict regulations on data protection (health data, banking data, GDPR, etc.), Commbox ensures ethical and secure processing of customer information. 3. Nixxis and Commbox: a winning duo for optimized communication At Nixxis, we understand that every interaction matters. Our partnership with Commbox and our integration of WhatsApp Business within our omnichannel platform offer unique advantages to improve your customer relationship. Centralization of exchanges:Thanks to a unified interface, manage your communications on all channels (emails, SMS, WhatsApp, chat) from a single dashboard. Powerful automation:Free your teams from repetitive tasks with personalized workflows and preformatted responses, particularly useful during busy periods (Black Friday, sales, holidays). Smart Transfers:For more complex requests where WhatsApp Business is unable to provide an answer, the system automatically routes the conversation to a qualified human agent for a quick and personalized resolution. Various analysis tables:Monitor performance indicators for each of your channels and adjust your strategy in real time. Ergonomics and simplicity:Our platform is designed to be intuitive, both for agents and their managers, in order to maximize productivity. 4. What results can be expected? The observation is clear, the figures speak for themselves (Source: Userlike by Lime, Chayall): Open rate: WhatsApp reaches an impressive 98%, compared to just 20% for email. Conversion rate: WhatsApp campaigns generate up to 4 times more conversions than a traditional website. Increased satisfaction and loyalty: A smooth and fast experience creates lasting connections with your customers. 5. Conclusion WhatsApp Business, combined with Commbox’s expertise and Nixxis’ omnichannel solutions, is revolutionizing customer relationship management. Whether for after-sales service, technical support or marketing campaigns, this combination delivers measurable and impactful results. Ready to transform your customer communication? Book a personalized demo now and discover how this solution can meet your specific needs. To go further,watch our webinar! To go further, watch our webinar! Watch the replay Watch the replay Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us Recent articles

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Nixxis and CommBox Partnership set to reshape Customer Experience in the EU

8 October 2024 No Comments

< Return to blog < Return to blog Nixxis and CommBox Partnership set to reshape Customer Experience in the EU Omnichannel excellence meets AI-Powered automation Key features of the integrated solution The European Market embraces omnichannel solutions AI-Driven implementation for omnichannel success Unparalleled security Benefits for Businesses In an era where seamless, personalized, and responsive customer experiences have become crucial differentiators, Nixxis and CommBox are proud to announce the continued success of their partnership. Initiated five years ago, this collaboration has already transformed the customer relationships of global leading brands across banking, insurance, healthcare, retail and logistics. 1. Omnichannel excellence meets AI-Powered automation The partnership combines Nixxis‘s expertise in telephony voice solutions for contact centers with CommBox‘s specialization in omnichannel digital engagement automation and privacy-by-design principles. Together, they offer a comprehensive customer experience solution that centralizes and automates customer communications management across channels – voice and digital.  “Our goal is clear: to revolutionize the customer experience as one of the best voice stacks in the market,” said Luc Francis Jacobs, CEO of Nixxis. “By integrating with CommBox, we’re creating an environment where humans and AI technology complement each other perfectly, offering excellent service regardless of the platform or channel used.” 2. Key features of the integrated solution a) Omnichannel engagement Seamlessly communicate with customers across any channel: WhatsApp, Facebook, Messenger, Instagram, SMS, email, web chat, video, voice, and more, while keeping conversation context and history.   b) AI-powered automation Leverage workflows and AI chatbots to automate common business processes and provide AI assistance to agents. c) Advanced voice capabilities Utilize Nixxis’s powerful dialer with 10 dialing modes, advanced ACD, customizable IVR, and speech-to-text transcription. d) Hyper-perzonalization Ensure context continuity across all channels for a truly personalized customer experience. e) Enterprise-grade security The highest level of security, privacy, and compliance to safeguard enterprise and customer data at every touchpoint. 3. The European Market embraces omnichannel solutions Recent trends show that European companies are more open than ever to incorporating comprehensive omnichannel solutions into their customer journey. This shift reflects the growing demand for seamless, instant communication between brands and consumers across various platforms, including the increasingly popular WhatsApp Business channel. A recent survey by CommBox showed younger shoppers urge brands to increase use of digital channels for customer service, primarily WhatsApp.  4. AI-Driven implementation for omnichannel success Leveraging cutting-edge AI automation technology, the Nixxis-CommBox solution makes the integration of multiple channels into omnichannel platforms remarkably straightforward. This AI-powered approach allows brands to: – Effortlessly deploy a unified communication strategy, including WhatsApp Business – Automate responses and route inquiries with unprecedented accuracy – Analyze customer interactions for deeper insights and improved service   5. Unparalleled security At the heart of this offering is a super-secure platform that sets new standards for data protection and privacy compliance. This advanced security framework addresses the stringent requirements of EU regulations, including GDPR, ISO 27001, SOC2, PCI, providing businesses and their customers with peace of mind across all communication channels. 6. Benefits for Businesses Improved Productivity: Centralization of interactions and automation features enable agents to handle requests more quickly and efficiently. Reduced Costs: Automation of repetitive tasks and optimized interaction management significantly reduce operational costs. Enhanced Customer Satisfaction: Smooth and personalized interaction management across all channels, including WhatsApp, improves the overall customer experience. Compliance and Security: Enhanced security measures allow businesses to adopt artificial intelligence while protecting sensitive customer data. WhatsApp Business Integration: Seamlessly incorporate the popular messaging platform into your customer experience strategy, meeting customers on their preferred channel. “Our partnership represents a significant leap forward in customer experience technology,” said Dvir Hofman, CEO of CommBox. “By combining our expertise in voice and digital channels, including WhatsApp Business, with the power of AI and our commitment to security, we’re empowering businesses to connect with their customers like never before.” The Nixxis-CommBox solution, featuring WhatsApp Business integration, is available immediately for businesses looking to transform their customer experience. What if you watch our latest webinar? I access the replay I access the replay Share this content on your favorite networks! Facebook Email LinkedIn Interested in our solutions? Contact us for more information! Recent articles

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