Client Services
The NexxPhase Customer Interaction Manager may be the industry's most powerful contact center platform, now available as an on-demand service. Combine that with the ultimate flexibility to integrate databases and create custom agent "mash-ups", and you have the power to drive the client experience, and your profitability, to new heights.
NexxPhase Client Services
The scope of services required during pre and post-implementation varies by client. Some clients will simply modify some prompts and call scripts, while others will take the opportunity to integrate disparate data sources and legacy applications to create an agent environment tailored to their unique needs.
No matter what your requirements, our Client Services team is here to make sure you get the most value from the capabilities that the NexxPhase Customer Interaction Manager provides.
This support comes through a proven process of engagement. Depending on the complexity of the project, the definition through delivery timeframe can vary from a few days to a few weeks.
Definition
Our Client Services team collects key information on your network topology, call features, demand forecast, and other requirements. We'll help identify any limitations or issues, especially critical items that may require long lead times, like provisioning of telco circuits.
Design
We examine the current workflow, and interview business users to document what you're doing today. Then our team constructs a proposed workflow, from initial call handling through integration with telecommunication services and databases, to agent sourcing and scheduling. We then present the integrated solution (workflow, reports, forecasting), for your approval.
Customization
Our Client Services team engages your staff, to verify, modify or implement the following:
● Call center layout
● Communications configuration
● Call routing and IVR implementation
● Hourly/daily/monthly reporting
Transition
The Client Services team will continuously interact with your staff through the implementation and transition to the NexxPhase platform. Constant communication, evaluation, and monitoring ensure a successful implementation from planning to taking live calls.
On-going Quality Management
Our responsibility doesn't end when we "hand you the keys". We continually monitor the performance of the network and related quality metrics. We measure effectiveness against KPIs, and build continual improvement plans. And finally, we continually look for areas of improvement and modify where your customers can be better served, with tools like speech recognition self-service, or standard integration with top CRM systems.
Summary
Whether your goals are to achieve higher close rates, lower handle times, first call resolutions, or greater customer satisfaction, NexxPhase' Client Services Team has the solution. Leveraging previously unavailable tools, technologies, capabilities and best practices, we deliver.
