Nixxis Contact Suite

Key Features

Total interaction management: • Multichannel access: voice, fax, email, web, chat, SMS, social media (Facebook, Twitter and Linkedin). • Inbound/ACD: • Multichannel queuing • Priority-based routing • Skills-based routing • Group-based routing • Language-based routing • Profit-based routing. • Outbound Dialler: • Multiple simultaneous call list • Agents may participate in several simultaneous outbound campaigns •Intelligent end of call list management. • Dial mode: • Manual Dialling • Preview Dialling • Progressive Dialling • Power Dialling • Restricted Power Dialling • Predictive Dialling • Call-backs only • Search mode. • IVR: • Simple IVR interface • VoiceXML standard • Program interface IVR. • Multimedia agent: • Initiate a call • Transfer a call • Put a call in conference • Hang up • Record a conversation • Put a call on hold • End the wrap up mode • Get in pause • Send an sms • Start a chat session • Handle an incoming mail • Start a social media session. • Blending to same agent: • Multiple inbound • Inbound and outbound • Multiple outbound • Multi-media on different channels. • Scripting: • Inbound and outbound • Workflow • Real-time • Web reporting module • Productivity monitoring • Multilingual and cross-channel. • Remote and at-home agents: • One click deployment Client SW • Unified automated update. • CRM integrations (Screen pop). Quanti- & qualitative Supervision: • Multiple Real-time views: • Team view • Agent view • Queue view • Campaign view • Alert view • Contact status: busy, answering machine, on line,… • Contact qualification • SLA monitoring • Site independent supervision (complete virtual principle) • Listen, record, intrude, messaging, transfer,… • Completely configurable screens Administration: • Centralized administration • System administration • HR administration (profiles, teams, competences, allocations, …) • Business projects administration: • Campaigns • Activities • Topics • User-friendly interface • « Wizard » for simple campaigns Recording: • Initiated by agent, supervisor, script, at random or by default • Complete conversation or activation on demand • Defined moments or rule-based. • All conversations; choice by agent • Both voice and data included (call qualifications, call ID, …) • Play back during wrap-up Reporting: • One-Click report generation • Automatic publication to Intranet, Web or e-mails • Pre-programmed report scheduler • Includes 100s of standard report formats • Fully customizable ...