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Contact centers of all sizes – small, medium and large – are analyzing the financial and operational benefits of using hosted contact center solutions. NexxPhase delivers all the capabilities of a true commercial-grade call center, but without the expense of special hardware, software or staff. With our cloud-based
contact center, you pay a small per-minute fee, and start interacting with your customers on their terms... while saving money and generating more revenue on your terms. |
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| Maximizing the Customer Experience |
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- Customers interact through their channel [device] of choice - Voice, email, fax, chat, SMS, or Web browser.
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- Integrating disparate information sources shortens transaction times, while improving first call resolution and sales conversion rates.
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- Comprehensive QA and reporting tools ensure ongoing service level improvements.
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| Minimizing Cost - Lowest cost per agent |
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Cloud based [Internet] service delivery eliminates capex and minimizes opex. |
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- On-demand pricing - Pay only for what you use, when you use it. Per-minute pricing provides price certainty and correlates expense with results.
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- Integrated information delivery to the agent desktop optimizes agent utilization.
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- Real-time management tools ensure the right resources are available at the right time.
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| At Home Agents |
Staffing is always a challenge. Studies have shown that at-home agents are more mature, better educated, and a more stable workforce. With the NexxPhase Customer Interaction Manager is uniquely qualified to support at-home agents. Now you can recruit from virtually anywhere, and staff your contact center with the best-skilled agent. Also, you can manage your at-home agents as if they were in a premise-based location. All you need is computer, a high-speed Internet connection and a headset. |
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| Why Now |
While Gartner Research predicts that by 2013, smartphones will become the most popular way to access the Web, the cell phone industry group CTIA says that today Americans send a staggering 187 Billion text messages per month.
Contact centers need to seamlessly communicate with their customers using Web chat, email, and text messaging, as well as voice, or be left behind. The added benefit is that every interaction that can be served with a text message, rather than a voice call, will save up to 95% of the cost.
And the easiest way to do this is "in the cloud"... where you buy
cloud services on-demand, with no capital outlay, and no long-term commitment. And our deep industry knowledge provides NexxPhase with a unique perspective in this industry-driven market.
Think optimal customer experience. Think maximum profits. Think NexxPhase |
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| “Before we began working with NexxPhase we were limited to supporting customers exclusively with live agents. Now our customers get the support they want, the way they want - email, cell phone text, chat through our Web site, and even fax if they want. ” |
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