NexxPhase Customer Interaction Manager
It's frustrating. You spend money on lead generation programs to initiate customer interaction, but when customers contact you, your call center infrastructure traps them in "voice mail jail", drops calls, loses leads, or can't support their iPhone.
Does this sound familiar?
- Customers can't interact with your company through their device of choice
- Customer's can't reach you while they are thinking of it...at home, work, in the car, or on the beach
- When they finally they get through, an agent needs to navigate several clumsy systems. Or worse yet, put the customer on hold while the agent confers with others.
NexxPhase can fix that. With nothing more than a PC, Internet connection and browser, our on-demand Customer Interaction Manager delivers multichannel communications services that provide customers the exact information they need, in their desired format, when they want it, providing a rich, interactive and compelling customer experience.
For Enterprise contact centers, outsourced call centers or companies that want to distribute customer interaction functions throughout their business, our Software-as-a-Service (SaaS) offering makes customer interactions and transactions fast and simple. . . you only pay for what is used.
Here's what we deliver.
| Unified Communications - Voice, Email, Fax, Chat,SMS, and Web and Data | PBX, ACD, and Skills-based Routing - Get customers to the right agent or resource - Every time |
| VoiceXML, IVR and Automated Attendant - Fast and flexible Customer Interaction automation | CTI and Screen Pop - Integrated Computer Telephony Integration |
| "Mash ups" - integrate disparate data sources to deliver a comprehensive view of the customer to the Agent Desktop | Third Party Software - Integration with external applications (CRM, WFM, etc) |
| Call/Work Item Transfer - Optimize first call resolution | Business Process Management - BPM- based customization tools |
| Distributed Locations - local, remote, home | Supervisor/QA, Call Monitoring, Barge-in, and programmable call recording |
| Metrics and Management Reporting - Comprehensive. Real-time operations dashboard |
