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Customer Satisfaction
Management
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Many call centers may provide access via Web or chat, in addition to voice, but they are essentially point solutions, hosted on separate platforms, running separate applications that don't share information. Think of it as multiple silos in one location.
True unified multichannel communications from NexxPhase changes that. With an interactive system that brings together Call Distribution, Voice Response, Web and Chat, management has a complete view of all activity. And customer-facing applications combine the functionality of all systems to provide an overall better customer experience, shorter handle times, and better first-call resolution.
In short, Multichannel Access is the ability to get the information you need, when you want it, on whatever device you choose. This may not seem earth-shattering, but to a call center that relies on basic voice communication, and 0-9 plus * and # for navigation, the ability to support a modern Smartphone interface with integrated text, chat , Web and Voice is a powerful tool for improving the customer experience and generating more revenue. |
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All Contact Centers need a system to process calls and other interaction types like email and chat. Contact Centers use an ACD to manage the flow of inbound calls and to route them to the most appropriate agent.
We often combine Interactive Voice Response or Web front-ends with our skills-based ACD to make sure your customers with support issues are being routed to the exact individual who can help them. And for inbound sales or customer retention we make sure that the call goes to the representative with the highest likelihood of a positive outcome.
We run a unified queue, where all methods of communication, including IVR, chat, email, fax or social media, are treated in the same manner, giving your customers the option of when and how they want to interact with you.
It's all about applying the right talent to the right problem to make the customer experience better while controlling costs. With our multichannel routing and ability to share resources, a call from London may be best-handled by an at-home agent in Ohio. As a cloud-based contact center, NexxPhase gives you the flexibility to use the ACD to distribute any interaction to any point in the network. |
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"Screen Pop" - The population of caller information on a call agent's computer screen during the processing of a phone call.
The greater your accuracy about the customer profile that can be presented to an agent at the start of a call with a live agent, the more successful the call will be. Call handle times will be reduced, and first call resolution rates will increase.
With the advent of Caller ID or Calling Number Identification (CNID), also referred to as ANI, a customer can be identified to your CRM system by a CNID message provided by the Telephone Company or Local Exchange Company (LEC). ACDs collect and pass CNID messages to CTI systems to select the caller's customer record and other relevant data, and then deliver it to the agent's workstation simultaneously with the connection of the call to the agent. This process is called "screen-pop."
With today's explosion of technology, if the ACD cannot determine who the caller is by the phone number, the NexxPhase Customer Interaction Manager will use an IVR or Web front end to collect relevant information on the customer, and the nature of the call, and then pass it to the proper agent.
The term CTI has come to be used to describe the integration of a voice solution with the customer database of a call or contact center. |
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IVR is a proven technology with an identifiable ROI. Interactions that can be completed by NexxPhase IVR will typically save 80 -90% over the cost of a live agent. Anywhere from 20% to 90% of all incoming customer inquiries in industries such as retail banking, credit card, brokerage, insurance, health care and utilities. Are active IVR users, with self-service options available when live agents are not available? And with our Customer Interaction Manager, if a caller cannot get the information they want using self service, they can transfer to a live agent who can see everything they've done. No more asking for a customer or social security number for the third time.
IVR systems work in conjunction with ACD and CTI systems by providing announcements to the caller and collecting information. Announcements can be recorded or synthesized Text-to-Speech (TTS). Information can be collected as DTMF touch tones (0 – 9, *, #) or Automatic Speech Recognition (ASR). Through IVR programming (scripting), our IVR system provides an interface for callers' input of additional information to assist in routing the call to an appropriate agent or the automatic delivery of requested information.
The limited keys on a telephone keypad or limited vocabulary of a speaker-independent voice recognition program make it a challenge to build user-friendly applications for anything but the simplest of applications, like checking the status of an order or flight schedules. Our professional services team will help you design meaningful apps, as well as suggest other ways to collect customer data or provide self-service options. |
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The NexxPhase preview dialer is a perfect fit for centers that primarily handle inbound calls, but need some outbound capability for call-backs and outbound campaigns. The first step in automating outbound operations, studies have shown that preview dialing results in a 50% increase in talk time when compared to manual list management and dialing.
NexxPhase preview dialing is an effective automated dialing application that allows the agent to have more control over the call process and to prioritize and select contacts and call times. This technique also allows the agent to read through notes or review a call log prior to the call. The contact center representative can manage contact preview time, and complete the call under their direction. A typical scenario is that agents would receive a screen with all of the associated customer information, select a record, and click to call when ready. Preview dialing is frequently used for lead management, sales conversion, technical support, case management, and other applications where a degree of preparation is required to deliver a positive result.
Additionally, we provide automated time tracking and performance management with workforce productivity metrics.
Preview dialing is different from predictive or progressive dialing, where the dialer has a list of numbers, and connects the next available agent to a phone that answers. |
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Customer Satisfaction (CSAT) is a key determining factor in the success and/or profitability of an enterprise or organization. While qualitative in nature, it's a recognized way to evaluate whether expectations for a given interaction were met. Customer satisfaction leads to customer loyalty and retention, which leads to success. . The numbers tell the story. 85% of dissatisfied customers will return and buy again if their issues are dealt with promptly. When customers do not return, 65% are dissatisfied with customer service. .In both cases, Customer satisfaction is a powerful business tool.
Meeting and exceeding metrics and service level goals is the objective of every contact center manager. The NexxPhase Customer Interaction Manager gives you the reporting tools and dashboards to see exactly how well you're meeting KPI's. More importantly, we give you the tools to change areas that would impact customer satisfaction in real time.
Our tools and technology has proven to contribute to customer loyalty, retention, success and profitability. Another metric that contributes to customer satisfaction is First Call Resolution.
Like all business processes, in order to manage customer satisfaction you need timely, accurate, actionable information that will support quality improvements and customer loyalty.
The Customer Interaction Manager delivers automatically generated post-interaction customer satisfaction surveys. Phone interaction surveys are delivered by an IVR interaction following a completed call. Surveys following Chat interactions are delivered by an automated Chat script. Email and web interactions are followed up with email survey. Responses are scored and correlated with call recordings or records of chat, email, or web interactions supporting better decisions, analytics, reporting, operations quality processes and ultimately improved customer satisfaction. |
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| Quality Management is increasingly important for call centers, as it gives management insight into contact center performance and enables the company to address issues on a timely basis. NexxPhase Customer Interaction Manager supports Contact Center and Quality Assurance managers in planning, monitoring, measuring and evaluating quality and operations performance criteria. |
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| • Service Level and Response Time – The measure of what your customers experience when they attempt to reach your contact center. How well you are getting customer contacts answered and in front of the right agents? NexxPhase real-time dashboards, thresholds and alerts provide the minute-by-minute tactical information you need to optimize the performance of your center. |
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| • Adherence – Is your staff available and interacting with customers as you planned? Adherence to schedule provides the baseline for evaluating schedules, staffing, and utilization. |
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| Self-service Quality and IVR Containment – Most Contact Centers are focused on moving mundane, repetitive interactions from live-agent to self-service processes freeing up agents to assist customers with more complex interactions. But what is the customer's experience and satisfaction with the self-service process? How many customers begin self-service IVR or Web transactions and how many complete those transactions without transferring to live-agent assistance? NexxPhase provides the tools to record customer interactions with IVR, Web site, email and back-office applications. What causes the customer to "zero out" to email or chat with a live agent or simply abandon their transaction? |
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| • First Call Resolution [FCR] – FCR is not only a primary indicator improving Customer Satisfaction but also of overall operations quality and cost improvement. Low First Call Resolution rates drive repeat callers, escalations, and greater than 30% of most centers operating cost. NexxPhase real-time measurement and reporting tracks repeat callers, escalations, and FCR so you can achieve both improved productivity and customer satisfaction. |
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| • Contact Quality – NexxPhase provides programmable call recording and retention allowing up to 100% of your center's calls to be captured or any random percentage you choose. Recorded calls are correlated with the original interaction and indexed for evaluation, scoring, and staff improvement processes. Additionally, listen-in, whisper (R/T coaching), and barge-in capabilities are provided on the supervisor's dashboard. |
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| • Customer Satisfaction [CSAT] – There is a direct correlation between customer satisfaction, customer loyalty, meeting organization goals (revenue) and employee morale and performance. It is critical to survey callers immediately after the interaction occurs, when the experience is fresh in the customer's mind, and before problems can escalate. |
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| NexxPhase has a number of options to help evaluate quality. We deliver automatically generated post-interaction customer satisfaction surveys. Phone interaction surveys are delivered by an IVR interaction following a completed call. Surveys following Chat interactions are delivered by an automated Chat script. Email and web interactions are followed up with email survey. Responses are scored and correlated with call recordings or records of chat, email, or web interactions supporting better decisions, analytics, reporting, operations quality processes and ultimately improved customer satisfaction. |
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We provide basic scheduling and entry-level staffing tools as part of our offering. For larger users, we partner with Pipkin's, Inc. Pipkin's has been providing Enterprise Workforce Management Solutions (WFM) since 1983. A leading supplier of workforce management solutions for enterprises and commercial call centers, they provide sophisticated forecasting and scheduling technology. Perhaps the most important differentiator for Pipkin's is that they are only vendor that provides a single server database and architecture platform for workforce and performance management solutions for both the front and back office.
Vantage Point ™, their premier product, uses a fully ODBC compliant Oracle database. Data can be interfaced with and can import from and export files to other systems. This means, for example, your data can interface with payroll and human resources software, computer telephony integration software, voice recording, predictive dialing systems and advanced call center software, such as telephony and business performance metrics. This includes Interactive Voice Response scheduling and CTI (Computer-Telephony Integration).
Smartphone support is now offered exclusively for Pipkins Vantage Point Web Access module. This enhancement enables users equipped with SmartPhones to check agent status at a glance, modify schedules with a click while in meetings or off-site, send messages and notifications and view reports from hundreds of miles away
At the office, or on the road, Pipkins can provide answers to the most complex call center scheduling and forecasting problems. |
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Contact Centers revolve on the dynamic dissemination of information. Training programs, product updates and company communications all contribute to the "shrinkage" of time available to serve customers.
At the basic level, there is simple software to automate the administration, tracking, and reporting of training events. For the more demanding enterprise, there are Learning Management Systems (LMS) that help assemble and deliver learning content rapidly, consolidate training initiatives, enable knowledge reuse, and integrate with other enterprise applications including HR, operations and accounting.
Given the diverse requirements, we provide open APIs and support 3rd party products, without a particular positive or negative bias to any one solution.
As you evaluate systems, keep these areas under consideration;
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• Integration with HR. - Automatically sign employees up for training tailored to his or her role within the company.
• Administration tools. - Enable administrators to manage user registrations and profiles, define roles, build schedules
• Content development. - Authoring, maintaining, and version
• Skills management. – Assess and address competency gaps.
• Configurability. – Coexist with existing systems
• Security. - Typically includes passwords and encryption |
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NexxPhase provides the browser based continuous learning tools to analyze each and every agent's schedule and the expected call volume then interface with ACD, Chat, email routing to derive blocks of wait and proactively schedule time when training, testing, updates and communication can be pushed to the agent with limited impact on utilization.
While LMS systems can be found at all price points, you should also look at Sakai, a free and open source product that can be used to create online collaboration and learning environments. www.sakaiproject.org |
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Many organizations require recording. For some, it's primarily voice recording, and used for training and quality purposes. For others, particularly financial institutions, it includes screen capture, and is used to document all aspects of the transaction. By recording calls and reviewing them at a later date, or monitoring them live as they are happening, supervisors can more accurately assess agent performance to ensure that all calls are being handled in the most efficient and effective manner possible.
With the NexxPhase Customer Interaction Manager, call recording is based on administrator-set parameter and can be from 1% up to 100%. In addition, calls can be recorded on demand. All recordings are accessed through the management portal and/or can be downloaded to the customer's site.
For clients requiring screen recording, we partner with NICE systems (hotlink) Serving over 25,000 organizations, NICE Systems (NASDAQ: NICE), is the worldwide leader of intent-based solutions that capture and analyze interactions and transactions. NICE Enterprise solutions are implemented by Contact Centers of all sizes, branches, trading floors and back offices
The NiceScreen Logger is an optional component of the Nice Universe system that manages screen agent recording and stores the recorded screens on its disk drive(s).
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• Agent screen recording in sync with the audio corresponding to the screen
• Maintains a database of screen recordings
• Automatically locks screen captures (up to 100%disk capacity)
• Enables real-time monitoring of agent screen activity |
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| For screen capture functionality, agent recording software (NICE Screen Agent) is installed on each agent workstation. Screen data is transferred from agent workstations to the NiceScreen Logger via the LAN. |
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NexxPhase Dashboard and reporting capabilities give complete visibility across every local and remote contact center providing complete control over real-time operations, inter-day and periodic performance, and the ability to proactively analyze and improve performance over time.
The NexxPhase Customer Interaction Platform provides tight integration between all contact center applications. Agent, program, and campaign-related information is provided in real-time through a single virtual point of control across all agents, Contact Centers, and programs providing one consolidated, customized view of performance at a glance so managers can make adjustments quickly and achieve the best business outcomes.
Built on an Oracle DataMart with a Crystal reports front-end, you can also view and analyze all call-related information (such as speed to answer, average handle time, call disposition codes, hold time, etc.), as well as agent, program, and campaign-related information in real-time. Leveraging analytics functions on the contact center platform. Your managers and business users can generate reports without IT assistance and get timely, accurate insights into contact center performance through a branded authentication based portal.
Quite simply, the NexxPhase Customer Interaction Manager has the most powerful reporting engine in the industry. Choose from our standard reports, or generate your own. It's all cloud-based. And all under your control. |
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Delivering successful interactions with customers is the objective of all enterprises and organizations. Customer satisfaction, loyalty and repeat business depends on more than routing calls through an IVR to an agent. It depends on the availability of information and processes to satisfy the customer's request, completely the first time. This requires access to information usually maintained beyond the contact center. CRM, account records, product information, logistics, and back-office support need to be accessed and integrated with the contact center. A streamlined customer's experience is delivered and self-service and assisted-service processes are efficient, effective, agile, and consistent with the way you do business.
The NexxPhase Customer Interaction Manager is supported by a pure IP/SIP/VoIP cloud based application and media processing platform. Through Web-services (SOAP/REST) and other data and database interfaces, NexxPhase integrates with CRM and other support applications. The platform is built on an underlying Service Oriented Architecture (SOA), Business Process Modeling (BPM) and workflow foundation that utilizes Eclipse scripting and development tools.
Our customization, development, and integration capabilities ensure we are supporting your organization your way, always able to keep pace with your changing business. We combine data and information from across your organization and deliver it to your agents in an organized, automated, mashed-up presentation providing a 360° view of the customer. Hold times are reduced, customers are served faster, and agent training is simplified. We minimize implementation cost and time-to-service by adapting and implementing new applications in days or weeks, not months. |
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After the ACD, the application agents use to respond to customers is the most important one in the call center. Representatives use this app to understand the value of the customer to the enterprise. Contact center agents also use the servicing application to document customer issues and/or the steps that were taken to address them. This creates a record of interactions that can be accessed the next time the customer reaches out for help.
Many companies and government agencies have written custom apps for this. We have helped a number of them build custom apps that "mash-up" data elements from multiple legacy systems into one, customized, streamlined agent desktop. Their CRM system is built exactly to their specifications, and typically reduces handle time by 20-40%, while increasing first call resolution and customer satisfaction.
In cases where you need a CRM system, we can help you clarify your needs, and select a system from one of the major vendors that will integrate to the NexxPhase Customer Interaction Manager. In general, we look for systems to improve your agility, and integrate all the silos of information in your enterprise, creating an end-to-end, adaptable business process.
With the advent of Web Services and other open interfaces, there is typically an API library to make it efficient to accomplish most integrations. We support integration to leading CRM systems such as RightNow technologies, Salesforce.com and other CRM and social networking systems. |
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Managing the delivery of accurate and timely information can be challenging, but the benefits are compelling. The ability to provide direct access to data in operational systems, and to stage data in warehouses or marts, improves the user experience by giving real-time access to the unique information needs of all your users. Operational performance improves while call handle time is reduced.
That said, true "Database Integration" implies the ability to access relational data sources from back end systems such as Oracle, DB2 and, SQL simultaneously. In the contact center environment, the better term may be "data integration" because we often need to integrate relational databases with non-relational databases and flat files. Information from multiple legacy data bases may need to be queried to populate an agent's desktop CRM system. Access to the data is usually in the form of a query, and likely using Web services, often with some variant of XML, but can also use other methods. |
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| Disasters are unpredictable by nature and can strike anywhere at any time. recovering from one can be stressful, expensive, and unpredictable. In fact many companies that was not prepared for disasters ever recover. However, when disaster strikes, those who have prepared and made recovery plans survive with comparatively minimal loss and/or disruption of productivity. |
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Disasters can take several different forms. Some are short-term and regional – power outages, floods, fires, terrorism. Others impact a larger area and more people – hurricanes, tornadoes, pandemic illness. Each of these will cause some disruption in normal business operation. But the risk can be mitigated. With proper planning, organizations can ride out catastrophes with minimal or no loss of data or revenue.
At NexxPhase, we do a lot of the work for you. We have two primary "hardened" data centers, in Atlanta and Dallas. We employ n+1 redundancy within each of our data centers, and , have failover protection between the two centers. We test business continuity protection measures (generator, A/C, network) on a regular schedule to ensure that we're ready if a disaster occurs.
We often talk about business continuity in terms of large natural disasters, or the horrific events of 9/11. In reality much simpler threats such as the accidental cutting of data lines or equipment failure can have the same devastating net result on connectivity. Whether the cause is a construction mishap from the new building next door, or the effects of a far more serious event like a flood, fire, or terrorist attack, if an organization loses their connectivity their business continuity is often lost as well, and they are functionally in a state of disaster.
Having a well-documented Disaster recovery plan is important. Practicing it so everyone knows what to do in case a catastrophe occurs is vital to the survival of your business. |
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Security is a key area of concern for enterprises and, by extension, their hosting vendors.
Now, more than ever, we expect greater protection of privacy, more accountability, and the establishment of internal controls throughout the organization. Security is an issue from many perspectives, both physical and electronic. We start by placing our hosting centers in "telecom hotels" – secure, hardened facilities that have successfully completed a SAS-70 security compliance audit. SAS-70 was created to provide companies with a high level of security assurance and confidence when using service organizations for outsourcing critical business functions.
The bigger challenge is the security of customer data. The payment card industry (PCI) data security standards are the benchmark for the industry. NexxPhase is PCI compliant.
From an information assurance standpoint, NexxPhase does everything possible to adhere to enterprise security standards. |
• Physical Security – Redundant power, electric, and A/C. Fire Suppression, Access control
• Compute/Storage – Firewalls, encryption, data redundancy
• Compliance – SAS-70, Sarbanes-Oxley, PCI
• Management – 24/7 Network Ops center, Change management
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| We deliver practical solutions to overcome the wide-ranging security challenges that impact business information today. But it's up to the client to take an active role in data and privacy protection. Clients need to make sure that their security attrition standards are addressed early in the buying cycle to avoid unnecessary surprises that could delay the system roll-out process. |
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