MULTICHANNEL CONTACT CENTER SOLUTIONS A PRESENTATION DONE FOR
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1 MULTICHANNEL CONTACT CENTER SOLUTIONS A PRESENTATION DONE FOR >>
2 Nixxis in a nutshell Founded in 2006 by call center experts with 100+ year experience Headquarters in Brussels, Belgium Good logistic coverage in Europe (9 offices, 30 countries) Focus on software development Target: customer contact & interaction centers (10 to 500 agents) On-site installation and cloud-based deployment Go-to-market model / major channels (integrators, outsourcers, telco providers, end customers)
3 NIXXIS WILL HELP YOU LIVE UP TO YOUR CUSTOMER INTERACTION CHALLENGES
4 BECAUSE WE KNOW ALL WHAT PEOPLE HATE Nixxis. All rights reserved.
5 Nixxis. All rights reserved. LONG WAITING TIMES
6 If you re calm and rational, press 1. If you re a whiner, press 2 TALKING TO A MACHINE Nixxis. All rights reserved.
7 INABILITY TO ACCESS THE RIGHT PERSON Nixxis. All rights reserved.
8 INCONSISTENT & FRAGMENTED INFORMATION Nixxis. All rights reserved.
9 I did not have sex with that woman! HAVING TO REPEAT Nixxis. All rights reserved.
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11 When you are completely and unable to face up to the challenges
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13 NCS functionalities overview Powerful Distribution Engine Simple Agent interface Automatic Call Distribution Interactive Voice Response Outbound Dialler Agenda Administrator interface Supervisor interface Powerful & Flexible Reporter Recording & Playback Nixxis. All rights reserved.
14 Agent interface: Login Nixxis. All rights reserved. Startup interface NCS ID Password Extension
15 Agent interface: Base screen Agent toolbar Telephony toolbar Campaign/activities informations Priority queues & calls informations Nixxis. All rights reserved.
16 Example: Agents Alerts Private Chat Request for Help from the Agent Notification of the request to the Supervisor Managing the Help request Chat/Message to the Agent Nixxis. All rights reserved.
17 Example: Contact history consultation During a Call Request of the Contact History Recording history available Listening previous conversations (also during a call) Nixxis. All rights reserved.
18 Example: Call Qualification Call Qualification (forced or not) Proposal of a Callback Insertion in the Callback Calendar Programming Callback (for me, a colleague or my team) Nixxis. All rights reserved.
19 Example: Scripts/Forms management Nixxis. All rights reserved.
20 Example: Taking Appointments Appointment calendar management Appointment confirmed Management of several calendars Many various actions possible (Script configurable) Nixxis. All rights reserved.
21 Example: Mails/Chat/SM s Management Example of management Nixxis. All rights reserved.
22 Admin: Simple IVR assistant (Interactive Voice Response) Chosing Languages and Menu Chosing keys concerned Prompts definition Ready for production Nixxis. All rights reserved.
23 Admin: Integrated Planning Management Nixxis. All rights reserved.
24 Admin: Preferred Agent & Listen control Preferred Agents: Routing callers to speak to the same agent they had XX days ago Allowing utoriser la ré-écoute Superviseur Activité par Activité Nixxis. All rights reserved.
25 8 different dialing modes Ready for new legislation & government directives More results out of the same amount of records Improving agent performance Reduce campaign cost Extensive parameters settings can be defined Activity by Activity (planning, conditional, qualification based) Nixxis. All rights reserved.
26 8 different dialing modes Preview dialing Preview Online Wrapup Preview WU Preview Wrapup Dial Online Dial Dial Progressive dialing Waiting Online Wrapup Waiting Online Wrapup Dial Online Dial Dial Dial Online Nixxis. All rights reserved.
27 8 different dialing modes Power dialing Waiting Online Wrapup Waiting Online Wrapup Dial Online Dial Online Dial Dial Dial Dial Predictive dialing Wrapup Wait Online Wrapup Wait Online Dial Online Dial Dial Dial Nixxis. All rights reserved.
28 Campaign 1 Activity 1 Team X 100% Activity 2 Queue 1 Agent A Database Activity N Team Y 50% Queue 2 Agent B Campaign N Activity 1 Team Z 100% Activity 2 Queue 3 Agent C Database Activity N Team V 80% Queue 4 Agent D
29 Multiwave Campagnis Campaign 1 Activity 1 Team X 100% Activity 2 Queue 1 Agent A Database Activity N Team Y 50% Queue 2 Agent B Campaign N Activity 1 Team Z 100% Activity 2 Queue 3 Agent C Database Activity N Team V 80% Queue 4 Agent D
30 MULTIWAVE CAMPAIGNS
31 TEAM OVERFLOW Campaign 1 Activity 1 Team X 100% Activity 2 Queue 1 Agent A Database Activity N Team Y 50% Queue 2 Agent B Campaign N Activity 1 Team Z 100% Activity 2 Queue 3 Agent C Database Activity N Team V 80% Queue 4 Agent D
32 TEAM OVERFLOW
33 Admin: Profit Base Routing Profit base value can be associated to activities Dynamic Profit profile can be associated to Queues Costs can be associated to teams Nixxis. All rights reserved.
34 Campaign 1 $$$ $$ Activity 1 $$ Team X 100% Database Activity 2 Activity N Queue 1 $ Team Y 50% Agent A Queue 2 Agent B Campaign N Activity 1 Team Z 100% Activity 2 Queue 3 Agent C Database Activity N Team V 80% Queue 4 Agent D
35 PROFIT BASED ROUTING
36 INTELLIGENT CALL LISTS
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38 SINGLE MULTICHANNEL VIEW
39 SINGLE MULTICHANNEL VIEW
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41 Supervisor interface Nixxis. All rights reserved. Statistics on all ongoing activities
42 Supervisor interface Nixxis. All rights reserved. Detailed agent productivity view
43 Serving you... Native virtual multimedia approach Channel interaction switching Business process driven, no need for re-engineering Profit & Cost based routing & dialling Team overflow Ready during wrap-up possibility Business driven supervision Multiple active sessions Switch between sessions (Screen only screen and channel) Entry-level scripting tools (Basic applications Easy handling) Advanced scripting tools (Sophisticated applications An IT developers tool) Proactive problem prevention (Monitoring tool) Guaranteed ROI
44 Talking about ROI imagine this! 1 resource = 35 minutes talk time/hour 15% improvement in performance > 5 Minute per hour 6 working hours/day 220 working days/year 1000 resources
45 5 x 6 x 220 x 1000 Start 6,6 M mins/year 125 agents/ 1K agents 125 x 1.6K x 20 = 4 Millions EUROS PAYBACK < 3 MONTHS + better SLA performance! counting your savings! Investment < 2,5% of total resource cost!
46 SO DON T GET CAUGHT IN THE WEB OF CHANNELS
47 SIMPLY RELY ON NIXXIS TO HELP!
48 Supervision Administration Recording Reporting
49 More informations: Nixxis. All rights reserved.
Our mission is to develop and to offer innovative customer interaction.
www.nixxis.com Copyright 2011 Nixxis Group All rights reserved. Reproduction of this publication in any form without prior written permission is forbidden. Approach Today s business world is facing two
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