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| "If you are considering NexxPhase as a provider, I highly recommend them, without reservation. They are one of the few companies that I have worked with that is capable of providing superior services and dependable results every time. " |
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| NexxPhase delivers the Customer Interaction Manger to global customers in a variety of industries including eCommerce, Cable + Media, Publishing, Electronic Gaming, Travel, and Transportation. |
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| eCommerce |
| eCommerce clients have taken advantage of NexxPhase technology to enable rapid growth and increased profits by turning their customer service cost centers into cash generating revenue centers. |
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NexxPhase Interactive Voice Response (IVR) has been used to automate customer returns and delivery tracking, saving 75% of the live agent handling cost. |
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Customer Relationship Management (CRM) and Knowledge Base (KB) information is "Mashed-up" and delivered to the Unified Agent Desktop lowering the cost per call, supporting effective agent interactions, and improving first call resolution rates. |
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Using Nexxlinx IVR, CRM, and KB integration capabilities, cost per contact for some technical support clients has been reduced by 65% - 90%. This allows the same number of agents to do more work, more efficiently. |
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| Publishing |
| Publishing clients facing technology and cost obstacles when evaluating required upgrades to in-house legacy systems have turned to NexxPhase for comprehensive, cost effective alternatives. |
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Using NexxPhase IVR capabilities, Publishing clients have been able to automate new customer subscriptions, subscription renewals or changes, billing, and delivery suspension and restarts. The Customer Interaction Manager allows their subscribers the convenience of engaging customer services by voice, email, chat, or fax. |
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Our CRM interfaces transformed simple, legacy applications to fully integrated Knowledge Base CRM tools with the ability to track all customer interactions from subscription inquiries to complaints. /td> |
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Lower staffing costs to manage subscription and delivery, coupled with the ability to track customer information, and respond to inquires, issues, and complaints has resulted in reductions of up to 66% of the cost of agents handling this activity. |
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Some publishing clients have used the staff savings to bolster sales campaigns, resulting in increased ad revenue. |
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| Cable + Media |
| NexxPhase technology and unified agent desktop has enabled the successful deployment of customer retention business processes within the Cable + Media industry. |
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The integrated management of CRM, KB, and customer records has provided the tools agents needed to increase save rates by 50%, increase service levels by 25%, and reduce abandon rates by 25%. |
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| Electronic Gaming |
| NexxPhase Customer Interaction Manager is employed as the customer support platform for several worldwide developers and publishers of both online and purchased video games. |
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Workflow processes, integrated Knowledge Bases and CRM information enables customer support specialists to provide product and technical expertise across a variety of gaming products. |
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Clients have been able to deliver varied management, training, and operational processes to improve workflow, increase product knowledge and agent effectiveness across the board. |
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As a result, the clients have realized lower cost per contact, reduced AHT, improved QA and CSAT scores. |
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| Travel |
| The NexxPhase Cloud based platform has enabled reservations systems staffed by home based agents. |
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Integrated VoIP Desktop provides full Contact Center capabilities to At-Home agents and remote or seasonal locations with a broadband connection and a web browser. |
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Dashboard tools provide management of At-Home agents and in-house staff alike |
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Simplifies deployment, training, supervision, and operations |
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| Transportation/Logistics |
| Working with a high tech medical equipment provider and overnight logistics provider, NexxPhase implemented an integrated service, parts ordering and delivery system |
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Field Service Agents are able to interact with IVR/Self-service to provide customer information, trouble details, and parts requirements. |
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NexxPhase, in turn, interacts with the logistics service's database and provides parts availability and delivery time. |
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NexxPhase updates the trouble ticket and customer record and notifies the logistics service of the parts requirement and delivery commitment. |
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Minimized Field Service Agent interaction time combined with automated parts ordering, logistics and reporting reduces the service provider's cost and time-to-repair while improving service levels and customer satisfaction |
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