Nixxis Contact SuiteHow to get the most out of your Contact Centre?Combining the latest generation of IP based unified communication with best-in-class industry exclusive functionalities; Nixxis Contact Suite will help you gain 15 to 20% in additional long-term revenues compared to any other solution on the market.

Maximizing revenues with your Customer Contact Centre operations comes basically from three components: First, you need to control your costs; that will bring you Profitability. Then, you need to generate as much as possible (calls, contracts, minutes, etc…) with your existing resources; that’s Productivity. But more importantly, you need to do that for a long time in order to stay in business and recoup your investment; that comes with Loyalty from your Customers and Employees. Nixxis has summarized this concept under the Customer Loyalty Wheel. So,How do YOU want to turn the Customer Loyalty Wheel?

As too many understaffed Contact Centres and overstressed Contact Centre Agents are damaging the relationship with the final Customer and destroying its loyalty, Nixxis believes that Technology should be there to help Contact Centre people to deliver nothing less than a Premium service.

The Nixxis Contact Suite is the next generation of unified contact centre software solution. It transforms your call centre operations giving a single, unified solution for a full breadth of customer contact capabilities covering inbound, outbound, voice portal, Internet contact, multichannel self-service and proactive contact capabilities and collaboration functionality.

Key Differentiators

• Profit based routing for routing decisions based on your own profitability rules.

• Multi-wave campaigns composed of mutually dependent and interacting activities.

• Team overflow configurable

on all queues allowing the best allocation of your agents.

• Intelligent call list management avoids “burning” your call list too quickly in outbound mode.

• Optimized predictive dialler algorithms proven to be 15 to 20% better than the industry’s best.

• Ready during wrap-up capability to increase the performance of your campaign.

• Multiple active sessions independent of the channel used.

• Channel interaction switching between voice, e-mail, sms, chat or social media’s for one or multiple agents.

• Entry-level & Advanced scripting tool options.

• Business driven supervision with real time performance parameters and agent alerts.

• Business process driven, no need for re-engineering of your internal processes.

• Native virtual multimedia approach with cloud based Application server managing multiple Media servers.

© Nixxis Corporation – All Rights Reserved

Nixxis Contact Suite

Nixxis Contact Suite will enhance business processes throughout your organization by incorporating some of the industry smartest functionalities like profit based routing, multi-wave campaigns, intelligent end of call list or team overflow. It combines with the latest feature-rich, high-availability, next-generation IP communication platforms and exclusive on-site, hosted or cloud based services enabling you to benefit from the greatest possible flexibility in service allocation combined with industry leading profitability and productivity components.

The Multimedia Agent interface enables the agent to deal with different Customer Interactions simultaneously and via multiple channels. The agent can then freely switch between these sessions. The Administrator can also limit the amount of simultaneous sessions on a per agent or team basis.

The interface provides a set of toolbars to handle the multimedia activities. These toolbars can be customized to the agent’s requirements. The status of the current contacts is displayed in an intuitive way including both contact related information and the history of previous interactions. Through this interface, the agent accesses the scripting tool or any other software packages or bespoke applications.

Where needed, a set of APIs is available to integrate this toolbar with your existing agent’s user interface. For ease of remote deployment, the agent interface is a so-called “one-click deployment client”.

Multi-wave campaigns are based on several activities (inbound calls, emails or any other outbound activities) interacting with each other and impacting the next activity to be performed by agents in real time from the same or different teams. For example, an incoming e-mail today can automatically generate a confirmation call within minutes and a call-back within 2 weeks to verify the status of a request. All of this is stored in the centralized contact file and available for global analysis and reporting.

Intelligent call list management uses Nixxis proprietary call list functionalities. For example, when the end of a call list is reached and productivity is going down, 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 agent interfaces.

Profiling using our dynamic filters improves the efficiency of your outbound activities to avoid “burning” your precious call lists too fast.

All this will increase the productivity of your outbound campaigns by 15 to 20%.

© Nixxis Corporation – All Rights Reserved

Multi-wave campaigns

Single multichannel view

Intelligent call lists

As keeping a Customer is much cheaper than gaining a new one, Nixxis can help you maximize your productivity and profitability as well as maintaining Customer Loyalty at each level of the Customer interactions. Our solution is workflow oriented to ensure maximum productivity and quality in the customer interface.

If you don’t make that move today, your competitors will. So, speak to Nixxis to help you to let your business take flight TODAY!

Typical SLAs define the percentage of calls that need to be answered within a predefined number of seconds. Today’s Customers want Contact Centres to do more than simply meet traditional quantitative SLAs. They also expect their calls to be answered quickly and to get accurate answers from their first contact.

Profit based routing is implemented as an extension to the classical skill based routing. Every query is evaluated by a proprietary algorithm and routed to the agent who can give the correct outcome of the call in the most efficient way. Several parameters can be provided by a set of interactive questions using an IVR, or by customer identification technology in combination with service numbers, customer contact history or former IVR sessions.

In addition, the effective cost of every agent who can take the query is calculated in real time so that the most appropriate and cost efficient agent is chosen to handle the call.

To maintain your service levels, Nixxis Contact Suite inbound allows you to define different so-called “overflow scenarios”, such as team or queue overflow. This allows redistributing the interactions between several available agents based on specific queue or business based parameters and blend the activities together. Say that one of your Telecom customers is going through a serious network outage, the system can automatically reallocate 100% of voice traffic to an agent that would normally handle up to 80% of e-mail or social media interactions. This increases the profitability of your idling agents and allows you to meet your most demanding SLAs even during peak hours.

Even though the routing mechanisms are sophisticated they remain easily manageable.

Next generation of profitable contact center solution

Profit based routing

Team overflow

Corporate HeadquartersHeizel Esplanade 1 b18B-1020 Brussels

sales@nixxis.comwww.nixxis.com

Belgium +32 2 3070000

Argentina +54 11 53528223

Australia +61 261 452465 Austria +43 720 884020

Bahrain +973 16198075

Brazil +55 61 37172952

Bulgaria +359 2 4925088

Canada +1 613 6999163

Chile +56 3 5332619

Denmark +45 89881909

Finland +358 9 42450470

France +33 1 76431067

Germany +49 30770191489

Greece +30 21 11983751

Hong Kong +852 58084194

Israel +972 2 3721678

Italy +39 06 94803617

Japan +81 3 45209652

Mexico +52 55 36877100

Poland +48 22 3072165

Portugal +351 30 8803633

Romania +40 316 300642

South Africa +27 21 3002432

Spain +34 91 1238668

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Switzerland +41 31 5280514

The Netherlands +31 33 763 03 03

United Kingdom +44 203 6086734

United States +1 202 3791191

Vietnam +84 4 73014512

Total interaction management:• Multichannel access: voice, fax,

email, web, chat, SMS, social media.

• Inbound/ACD:• Multichannel queuing• Priority-based routing• Skills-based routing• Group-based routing• Language-based routing•

• Outbound Dialler:• Multiple simultaneous call-list

dialling• Agents may participate in

several simultaneous outbound campaigns.

• Intelligent end of call list management

• Dial mode:• Manual Dialling • Preview Dialling • Progressive Dialling • Power Dialling • Restricted Power Dialling • Predictive Dialling • Call-backs only• Search mode

• IVR:• Simple IVR interface• VoiceXML standard• Program interface IVR

• Multimedia agent:• Initiate a call • Transfer a call • Put a call in conference • Hang up • Record a conversation • Put a call on hold • End the wrap up mode • Get in pause • Send an sms • Start a chat session • Handle an incoming mail

• Blending to same agent:• Multiple inbound• Inbound and outbound• Multiple outbound•

interaction channels.• Scripting:

• Inbound and outbound• • Real-time• Web reporting module• Productivity monitoring• Multilingual and cross-channel.

• Remote and at-home agents• CRM integrations (Screen pop)

Quanti- & qualitative Supervision:• Multiple Real-time views:

• Team view• Agent view• Queue view• Campaign view• Alert view• Contact state: busy, answering

machine, on line,…• • SLA monitoring• Site independent supervision

(complete virtual principle)• Listen, record, intrude, messaging,

transfer,…•

Administration:• Centralized administration• System administration• HR administration• Business projects administration :

• Campaigns• Activities• Topics

• User-friendly interface

Recording:• Initiated by agent, supervisor,

script, at random or by default.• Complete conversation or

activation on demand.• • All conversations; choice by agent.• Both voice and data.• Play back during wrap-up.

Reporting:• One-Click report generation• Automatic publication to Intranet,

Web or e-mails• Pre-programmed report scheduler• Includes 100s of standard report

formats• Fully customizable• Interfaces to:

• Cognos• Business Objects• Crystal reports• Export to pdf, xls, etc…

Capacity:• Up to 5000 ACD agents• Growth by adding servers• Start small, grow larger, license

only what you need• On-site, hosted, ASP or Cloud

mode, you choose.