How to interact with your Customers in a Profitable Way?

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This short webcasts explains how the way we interact with customers has changed dramatically quickly in the last years. Social media has empowered the customers and you also need to use the right tools to cope with those changes.
Nixxis Contact Suite will help you in handling this.

Publié dans : Business
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How to interact with your Customers in a Profitable Way?

  1. 1. HOW TO KEEP UPWITH CHANGE >>
  2. 2. DID YOU KNOW?
  3. 3. IF FACEBOOK WERE A COUNTRY, IT WOULD BE THE 3rd MOST POPULATED IN THE WORLD << >>
  4. 4. 6 BILLIONSTHE NUMBER OF CELL PHONES IN USE WORLDWIDE << >>
  5. 5. 3 MILLIONSTHE NUMBER OF CELL PHONES SOLD EVERY DAY << >>
  6. 6. CHOICE: 78% OF CUSTOMERS USE 2 OR MORE MEDIA TO INTERACT << >>
  7. 7. TWITTER STATES THAT 400 MILLIONS TWEETS ARE WRITTEN EACH DAY << >>
  8. 8. INTERNET = OUR VIRTUAL HOMEWE HANG OUT, MEET FRIENDS, SHARE EXPERIENCES, LEARN, DO BUSINESS, MARRY, BUY STUFF, COMPLAIN, … << >>
  9. 9. WHY ARE WE TELLING YOU THIS? << >>
  10. 10. Customers have become MORE DEMANDING SAVYY HUNGRY FOR SERVICE INFORMED PRICE-CONSCIOUS EMPOWERED … << >>
  11. 11. NIXXIS WILL HELP YOU LIVE UP TO INTERACTION CHALLENGES << >>
  12. 12. BECAUSE WE KNOW ALL WHAT PEOPLE HATE << >>
  13. 13. LONG WAITING TIMES << >>
  14. 14. “If you’re calm and rational, press 1. If you’re a whiner, press 2…” POORLY DESIGNED IVR << >>
  15. 15. INABILITY TO ACCESS THE RIGHT PERSON << >>
  16. 16. INCONSISTENT & RANDOM INFORMATION << >>
  17. 17. I did not have sex with that woman!HAVING TO REPEAT INFORMATION << >>
  18. 18. When you are completelyand unable to face up to thechallenges …
  19. 19. Your CustomerContact Center Partner
  20. 20. WHY ARE WE SO GOOD AT THIS?
  21. 21. We are passionate
  22. 22. We are experienced
  23. 23. We use smart methods
  24. 24. We developed thegreatest tools available to date
  25. 25. FOR THOSE WHO ARE DEMANDING
  26. 26. Nixxis Contact Suite Basic & Premium Covers 80% of market needs Complete Customer Contact Center solution Straightforward architecture Fast installation Short training period No need for professional (integration/maintenance) services Easy campaign creation and client file management Upgradable to higher NCS versions > investment is safe! << >>
  27. 27. FOR THOSE WHO ARE VERY DEMANDING
  28. 28. Nixxis Contact Suite Enterprise & Pro Most complete solution on the market Seamless integration of all media Fully IP-based Geographically independent Advanced features Smooth switching between interaction channels Centralized management and reporting Advanced routing and profiling Robust and secure architecture << >>
  29. 29. WHY NIXXIS SOLUTIONS?WE’RE SIMPLY THE BEST!Our products take into account human resources,performance, service levels, quality standards, operating costs and technology. << >>
  30. 30. Serving you … Profit-based routing  Better customer experience / higher profits HR-based team overflow  Staff optimization Smart (dialing) algorithms  Campaigns in line with business objectives Multi-wave campaigns  Staff & supervisor optimization << >>
  31. 31. Serving you … Media blending  Multichannel approach Multi-site deployment (onsite, offshore, home) Virtual contact center, no geographic constraints ‘In the cloud’ Advanced recording included Store, find, learn << >>
  32. 32. Serving you … Voice broadcasting  Specific voice messages Open architecture  Easy integration & fast time to market Easy to install & maintain Stable infrastructure  Low TCO Guaranteed Return On Investment << >>
  33. 33. Talking about ROI … imagine this! 1 resource = € 24 per hour 10% improvement in performance > € 2,4 per hour 6 working hours/day 220 working days/year 50 resources << >>
  34. 34. Start2,4 x 6 x 220 x50 counting€ 158.400/year€ 792.000/ 5 years yourPAYBACK < 6 MONTHSInvestment only 2,5% profits!of total cost!
  35. 35. DON’T GET CAUGHT IN THE WEB OF CHANNELS
  36. 36. Embrace innovation and changeReach out to your customersConnect to themInfluence themEngage them in transactionsTrust upon Nixxis to help do so!
  37. 37. Nixxis in a nutshell Founded in 2006 by call center experts with yearlong experience Headquarters in Belgium Good logistic coverage in Europe (9 offices) Focus on software development Target: contact & customer interaction centers (15 to 150 agents) On-site installation and cloud-based deployment Go-to-market model / major channels (integrators, outsourcers, telco providers, end customers) << >>
  38. 38. Value proposition for integrators Total integrated contact center solution Multimedia Latest technology Can be integrated with CRM, ERP, … Can be deployed on-site or in cloud mode << >>
  39. 39. Value proposition for outsourcers Multi-channel, multi-tenant, full blending Unique functionalities  Group-, skill- & profit-based routing  Campaigns & sub-campaigns: activities  Multi-wave activities  In- & outbound  Multiple media  Activity workflow Increased agent productivity Guaranteed ROI << >>
  40. 40. Value proposition for Telco’s Total integrated solution On Client site or in “The cloud” Inbound ACD IVR Outbound dialer (manual, preview, progressive, predictive) Easy to install Multi-tenant Search mode Scripting Supervision Recording Reporting << >>
  41. 41. Value proposition for End customers Total interaction platform Consistent and complete information Response to ever-more demanding customer Cross-channel integration Basic or extended functionalities Can be integrated with existing databases and applications << >>
  42. 42. More informations:sales@nixxis.com +32 2 307 00 00

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