- Nixxis is a multichannel contact center solution provider founded in 2006 in Belgium that focuses on software development for customer contact centers with 10 to 500 agents. - They provide an on-site or cloud-based solution with features like automated call distribution, interactive voice response, outbound dialing, agent interfaces, supervisor interfaces, and reporting. - Nixxis claims their solution can help contact centers improve performance, reduce costs, and achieve a return on investment within 3 months.

1. >>
MULTICHANNEL CONTACT
CENTER SOLUTION

2. • Founded in 2006 by call center experts with 100+ year experience
• Headquarters in Brussels, Belgium
• Good logistic coverage in Europe (9 offices, 30 countries)
• Focus on software development
• Target: customer contact & interaction centers (10 to 500 agents)
• On-site installation and cloud-based deployment
• Go-to-market model / major channels (integrators, outsourcers,
telco providers, end customers)
Nixxis in a nutshell

3. © Nixxis. All rights reserved.
Some References

4. NIXXIS WILL HELP YOU LIVE UP TO YOUR
CUSTOMER INTERACTION CHALLENGES

5. © Nixxis. All rights reserved.
BECAUSE WE KNOW ALL
WHAT PEOPLE HATE

6. © Nixxis. All rights reserved.
LONG WAITING TIMES

7. © Nixxis. All rights reserved.
TALKING TO A MACHINE
“If you’re calm and rational, press 1.
If you’re a whiner, press 2…”

8. © Nixxis. All rights reserved.
INABILITY TO ACCESS THE
“RIGHT PERSON”

9. © Nixxis. All rights reserved.
INCONSISTENT & FRAGMENTED
INFORMATION

10. © Nixxis. All rights reserved.
HAVING TO REPEAT
I did not have
sex with that
woman!

12. When you are completely
and unable to face up to the
challenges …

14. © Nixxis. All rights reserved.
NCS functionalities overview
Powerful Distribution Engine
Simple Agent interface
Automatic Call Distribution
Interactive Voice Response
Outbound Dialler
Agenda
Administrator interface
Supervisor interface
Powerful & Flexible Reporter
Recording & Playback

15. © Nixxis. All rights reserved.
Agent interface: Login
Startup interface NCS
• ID
• Password
• Extension

16. © Nixxis. All rights reserved.
Agent interface: Base screen
Agent toolbar Telephony
toolbar
Campaign/activities
informations
Priority queues & calls
informations

17. © Nixxis. All rights reserved.
Agents Alerts – Private Chat
Request for Help from the
Agent
Notification of the request to the Supervisor
Managing the Help request
Chat/Message to the Agent

18. © Nixxis. All rights reserved.
Contact history consultation
During a Call – Request of the Contact History
Recording history available
Listening previous conversations
(also during a call)

19. © Nixxis. All rights reserved.
Call Qualification
Call Qualification (forced or not)
Proposal of a Callback
Programming Callback
(for me, a colleague or my team)
Insertion in the
Callback Calendar

20. © Nixxis. All rights reserved.
Scripts/Forms management

21. © Nixxis. All rights reserved.
Taking Appointments
Appointment calendar management
Many various actions possible
(Script configurable)
Management of several calendars
Appointment confirmed

22. © Nixxis. All rights reserved.
Mails/Chat/SM’s Management
Example of eMail management

23. © Nixxis. All rights reserved.
Simple IVR assistant (Interactive Voice Response)
Chosing
Languages
and Menu
Prompts
definition
Chosing keys
concerned
Ready for
production

24. © Nixxis. All rights reserved.
Integrated Planning Management

25. © Nixxis. All rights reserved.
Preferred Agent & Listen control
Preferred Agents:
Routing callers to
speak to the same
agent they had XX
days ago
Allow Supervisor conversation listening Activity by Activity

26. © Nixxis. All rights reserved.
8 different dialing modes
•Ready for new legislation & government directives
• More results out of the same amount of records
• Improving agent performance
• Reduce campaign cost
Extensive parameters settings can be defined
Activity by Activity (planning, conditional,
qualification based)

27. © Nixxis. All rights reserved.
8 different dialing modes
Preview dialing
Progressive dialing
Dial
Waiting Online
Online Dial Dial Dial Online
Wrapup Waiting Online Wrapup
Dial
Preview Online
Online Dial
Wrapup Preview WU Preview
Dial
Wrapup

28. © Nixxis. All rights reserved.
8 different dialing modes
Power dialing
Predictive dialing
Dial
Waiting Online
Online
Dial
Dial
Wrapup Waiting Online Wrapup
Dial
Dial
Dial Online
Wrapup Wait Online Wrapup
Dial Online
Wait Online
Dial
Dial
Dial

29. Campaign N
Database
Activity 1
Activity 2
Activity N
Campaign 1
Database
Team X
Team Y
Agent A
Agent B
50%
100%Activity 1
Queue 1
Team Z
Agent C
100%
Queue 3
Activity N
Queue 2
Team V
Agent D
80%
Queue 4
Activity 2

30. Campaign 1
Database
Campaign N
Database
Team X
Team Y
Team Z
Team V
Agent A
Agent B
Agent C
Agent D
50%
80%
100%
100%
Activity 1
Activity 2
Activity 1
Activity 2
Activity N
Activity N
Queue 4
Queue 1
Queue 2
Queue 3
MultiwaveCampagnis

31. MULTIWAVE CAMPAIGNS

32. Campaign 1
Database
Campaign N
Database
Team X
Team Y
Team Z
Team V
Agent A
Agent B
Agent C
Agent D
50%
80%
100%
100%
Activity 1
Activity 2
Activity 1
Activity 2
Activity N
Activity N
Queue 4
Queue 1
Queue 2
Queue 3
TEAMOVERFLOW

33. TEAM OVERFLOW

34. © Nixxis. All rights reserved.
Profit Base Routing
Dynamic Profit profile can be
associated to Queues
Costs can be associated to
teams
Profit base
value can be
associated to
activities

35. Campaign N
Database
Activity 1
Activity 2
Activity N
Campaign 1
Database
Team X
Team Y
Agent A
Agent B
50%
100%Activity 1
Activity 2
Queue 1
Team Z
Agent C
100%
Queue 3
Activity N
Queue 2
Team V
Agent D
80%
Queue 4
$$$ $$
$$
$

36. PROFIT BASED ROUTING

37. INTELLIGENT CALL LISTS

39. SINGLE MULTICHANNEL VIEW

40. SINGLE MULTICHANNEL VIEW

42. © Nixxis. All rights reserved.
Supervisor interface
Statistics on all ongoing activities

43. © Nixxis. All rights reserved.
Supervisor interface
Detailed agent productivity view

44. Serving you...
• Native virtual multimedia
approach
• Channel interaction switching
• Business process driven, no
need for re-engineering
• Profit & Cost based routing &
dialling
• Team overflow
• Ready during wrap-up
possibility
• Business driven supervision
• Multiple active sessions
• Switch between sessions (Screen
only – screen and channel)
• Entry-level scripting tools
(Basic applications – Easy handling)
• Advanced scripting tools
(Sophisticated applications – An IT
developers tool)
• Proactive problem prevention
(Monitoring tool)
• Guaranteed ROI

45. Talking about ROI … imagine this!
1 resource = 35 minutes talk time/hour
15% improvement in performance
> 5 Minute per hour
6 working hours/day
220 working days/year
1000 resources

46. Start
counting
your
savings!
5 x 6 x 220 x 1000
6,6 M mins/year
125 agents/ 1K agents
125 x 1.6K x 20 =
4 Millions $
PAYBACK < 3 MONTHS
+ better SLA performance!
Investment < 2,5% of
total resource cost!

47. SO DON’T GET CAUGHT IN THE WEB
OF CHANNELS

48. SIMPLY RELY ON NIXXIS TO HELP!

49. Supervision Administration
Recording Reporting

50. © Nixxis. All rights reserved.
More informations:
sales@nixxis.com
+32 2 307 00 00