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MULTICHANNEL CONTACT
CENTER SOLUTION
• Founded in 2006 by call center experts with 100+ year experience
• Headquarters in Brussels, Belgium
• Good logistic cov...
© Nixxis. All rights reserved.
Some References
NIXXIS WILL HELP YOU LIVE UP TO YOUR
CUSTOMER INTERACTION CHALLENGES
© Nixxis. All rights reserved.
BECAUSE WE KNOW ALL
WHAT PEOPLE HATE
© Nixxis. All rights reserved.
LONG WAITING TIMES
© Nixxis. All rights reserved.
TALKING TO A MACHINE
“If you’re calm and rational, press 1.
If you’re a whiner, press 2…”
© Nixxis. All rights reserved.
INABILITY TO ACCESS THE
“RIGHT PERSON”
© Nixxis. All rights reserved.
INCONSISTENT & FRAGMENTED
INFORMATION
© Nixxis. All rights reserved.
HAVING TO REPEAT
I did not have
sex with that
woman!
When you are completely
and unable to face up to the
challenges …
© Nixxis. All rights reserved.
NCS functionalities overview
Powerful Distribution Engine
Simple Agent interface
Automatic ...
© Nixxis. All rights reserved.
Agent interface: Login
Startup interface NCS
• ID
• Password
• Extension
© Nixxis. All rights reserved.
Agent interface: Base screen
Agent toolbar Telephony
toolbar
Campaign/activities
informatio...
© Nixxis. All rights reserved.
Agents Alerts – Private Chat
Request for Help from the
Agent
Notification of the request to...
© Nixxis. All rights reserved.
Contact history consultation
During a Call – Request of the Contact History
Recording histo...
© Nixxis. All rights reserved.
Call Qualification
Call Qualification (forced or not)
Proposal of a Callback
Programming Ca...
© Nixxis. All rights reserved.
Scripts/Forms management
© Nixxis. All rights reserved.
Taking Appointments
Appointment calendar management
Many various actions possible
(Script c...
© Nixxis. All rights reserved.
Mails/Chat/SM’s Management
Example of eMail management
© Nixxis. All rights reserved.
Simple IVR assistant (Interactive Voice Response)
Chosing
Languages
and Menu
Prompts
defini...
© Nixxis. All rights reserved.
Integrated Planning Management
© Nixxis. All rights reserved.
Preferred Agent & Listen control
Preferred Agents:
Routing callers to
speak to the same
age...
© Nixxis. All rights reserved.
8 different dialing modes
•Ready for new legislation & government directives
• More results...
© Nixxis. All rights reserved.
8 different dialing modes
Preview dialing
Progressive dialing
Dial
Waiting Online
Online Di...
© Nixxis. All rights reserved.
8 different dialing modes
Power dialing
Predictive dialing
Dial
Waiting Online
Online
Dial
...
Campaign N
Database
Activity 1
Activity 2
Activity N
Campaign 1
Database
Team X
Team Y
Agent A
Agent B
50%
100%Activity 1
...
Campaign 1
Database
Campaign N
Database
Team X
Team Y
Team Z
Team V
Agent A
Agent B
Agent C
Agent D
50%
80%
100%
100%
Acti...
MULTIWAVE CAMPAIGNS
Campaign 1
Database
Campaign N
Database
Team X
Team Y
Team Z
Team V
Agent A
Agent B
Agent C
Agent D
50%
80%
100%
100%
Acti...
TEAM OVERFLOW
© Nixxis. All rights reserved.
Profit Base Routing
Dynamic Profit profile can be
associated to Queues
Costs can be associa...
Campaign N
Database
Activity 1
Activity 2
Activity N
Campaign 1
Database
Team X
Team Y
Agent A
Agent B
50%
100%Activity 1
...
PROFIT BASED ROUTING
INTELLIGENT CALL LISTS
SINGLE MULTICHANNEL VIEW
SINGLE MULTICHANNEL VIEW
© Nixxis. All rights reserved.
Supervisor interface
Statistics on all ongoing activities
© Nixxis. All rights reserved.
Supervisor interface
Detailed agent productivity view
Serving you...
• Native virtual multimedia
approach
• Channel interaction switching
• Business process driven, no
need for...
Talking about ROI … imagine this!
1 resource = 35 minutes talk time/hour
15% improvement in performance
> 5 Minute per hou...
Start
counting
your
savings!
5 x 6 x 220 x 1000
6,6 M mins/year
125 agents/ 1K agents
125 x 1.6K x 20 =
4 Millions $
PAYBA...
SO DON’T GET CAUGHT IN THE WEB
OF CHANNELS
SIMPLY RELY ON NIXXIS TO HELP!
Supervision Administration
Recording Reporting
© Nixxis. All rights reserved.
More informations:
sales@nixxis.com
+32 2 307 00 00
How to set up your Multichannel Contact Centre?
How to set up your Multichannel Contact Centre?
How to set up your Multichannel Contact Centre?
How to set up your Multichannel Contact Centre?
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How to set up your Multichannel Contact Centre?

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This is a short presentation of the multichannel contact centre solution offered by Nixxis; The Nixxis Contact Suite.
We illustrate some best practices and how a full IP based technology can help you to be more productive on all the channels like Voice but also EMail, Chat, Fax, SMS and Social Media (facebook, twitter, linkedin and Google+).

Publié dans : Business, Technologie
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How to set up your Multichannel Contact Centre?

  1. 1. >> MULTICHANNEL CONTACT CENTER SOLUTION
  2. 2. • 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) Nixxis in a nutshell
  3. 3. © Nixxis. All rights reserved. Some References
  4. 4. NIXXIS WILL HELP YOU LIVE UP TO YOUR CUSTOMER INTERACTION CHALLENGES
  5. 5. © Nixxis. All rights reserved. BECAUSE WE KNOW ALL WHAT PEOPLE HATE
  6. 6. © Nixxis. All rights reserved. LONG WAITING TIMES
  7. 7. © Nixxis. All rights reserved. TALKING TO A MACHINE “If you’re calm and rational, press 1. If you’re a whiner, press 2…”
  8. 8. © Nixxis. All rights reserved. INABILITY TO ACCESS THE “RIGHT PERSON”
  9. 9. © Nixxis. All rights reserved. INCONSISTENT & FRAGMENTED INFORMATION
  10. 10. © Nixxis. All rights reserved. HAVING TO REPEAT I did not have sex with that woman!
  11. 11. When you are completely and unable to face up to the challenges …
  12. 12. © Nixxis. All rights reserved. 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
  13. 13. © Nixxis. All rights reserved. Agent interface: Login Startup interface NCS • ID • Password • Extension
  14. 14. © Nixxis. All rights reserved. Agent interface: Base screen Agent toolbar Telephony toolbar Campaign/activities informations Priority queues & calls informations
  15. 15. © Nixxis. All rights reserved. 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
  16. 16. © Nixxis. All rights reserved. Contact history consultation During a Call – Request of the Contact History Recording history available Listening previous conversations (also during a call)
  17. 17. © Nixxis. All rights reserved. Call Qualification Call Qualification (forced or not) Proposal of a Callback Programming Callback (for me, a colleague or my team) Insertion in the Callback Calendar
  18. 18. © Nixxis. All rights reserved. Scripts/Forms management
  19. 19. © Nixxis. All rights reserved. Taking Appointments Appointment calendar management Many various actions possible (Script configurable) Management of several calendars Appointment confirmed
  20. 20. © Nixxis. All rights reserved. Mails/Chat/SM’s Management Example of eMail management
  21. 21. © Nixxis. All rights reserved. Simple IVR assistant (Interactive Voice Response) Chosing Languages and Menu Prompts definition Chosing keys concerned Ready for production
  22. 22. © Nixxis. All rights reserved. Integrated Planning Management
  23. 23. © Nixxis. All rights reserved. Preferred Agent & Listen control Preferred Agents: Routing callers to speak to the same agent they had XX days ago Allow Supervisor conversation listening Activity by Activity
  24. 24. © Nixxis. All rights reserved. 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)
  25. 25. © Nixxis. All rights reserved. 8 different dialing modes Preview dialing Progressive dialing Dial Waiting Online Online Dial Dial Dial Online Wrapup Waiting Online Wrapup Dial Preview Online Online Dial Wrapup Preview WU Preview Dial Wrapup
  26. 26. © Nixxis. All rights reserved. 8 different dialing modes Power dialing Predictive dialing Dial Waiting Online Online Dial Dial Wrapup Waiting Online Wrapup Dial Dial Dial Online Wrapup Wait Online Wrapup Dial Online Wait Online Dial Dial Dial
  27. 27. Campaign N Database Activity 1 Activity 2 Activity N Campaign 1 Database Team X Team Y Agent A Agent B 50% 100%Activity 1 Queue 1 Team Z Agent C 100% Queue 3 Activity N Queue 2 Team V Agent D 80% Queue 4 Activity 2
  28. 28. Campaign 1 Database Campaign N Database Team X Team Y Team Z Team V Agent A Agent B Agent C Agent D 50% 80% 100% 100% Activity 1 Activity 2 Activity 1 Activity 2 Activity N Activity N Queue 4 Queue 1 Queue 2 Queue 3 MultiwaveCampagnis
  29. 29. MULTIWAVE CAMPAIGNS
  30. 30. Campaign 1 Database Campaign N Database Team X Team Y Team Z Team V Agent A Agent B Agent C Agent D 50% 80% 100% 100% Activity 1 Activity 2 Activity 1 Activity 2 Activity N Activity N Queue 4 Queue 1 Queue 2 Queue 3 TEAMOVERFLOW
  31. 31. TEAM OVERFLOW
  32. 32. © Nixxis. All rights reserved. Profit Base Routing Dynamic Profit profile can be associated to Queues Costs can be associated to teams Profit base value can be associated to activities
  33. 33. Campaign N Database Activity 1 Activity 2 Activity N Campaign 1 Database Team X Team Y Agent A Agent B 50% 100%Activity 1 Activity 2 Queue 1 Team Z Agent C 100% Queue 3 Activity N Queue 2 Team V Agent D 80% Queue 4 $$$ $$ $$ $
  34. 34. PROFIT BASED ROUTING
  35. 35. INTELLIGENT CALL LISTS
  36. 36. SINGLE MULTICHANNEL VIEW
  37. 37. SINGLE MULTICHANNEL VIEW
  38. 38. © Nixxis. All rights reserved. Supervisor interface Statistics on all ongoing activities
  39. 39. © Nixxis. All rights reserved. Supervisor interface Detailed agent productivity view
  40. 40. 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
  41. 41. 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
  42. 42. Start counting your savings! 5 x 6 x 220 x 1000 6,6 M mins/year 125 agents/ 1K agents 125 x 1.6K x 20 = 4 Millions $ PAYBACK < 3 MONTHS + better SLA performance! Investment < 2,5% of total resource cost!
  43. 43. SO DON’T GET CAUGHT IN THE WEB OF CHANNELS
  44. 44. SIMPLY RELY ON NIXXIS TO HELP!
  45. 45. Supervision Administration Recording Reporting
  46. 46. © Nixxis. All rights reserved. More informations: sales@nixxis.com +32 2 307 00 00

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