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Customer Interaction Manager

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Customer Interaction Manager Powered By Docstoc
					                                                                                                        D ATA S H E E T




On-Demand Customer Interaction Manager



It’s frustrating. You spend money on lead generation programs to initiate customer interaction,
but when customers contact you, your call center infrastructure traps them in “voice mail jail”,
drops calls, loses leads, or can’t support their iPhone.

With nothing more than a PC, Internet connection and browser, our on-demand Customer
Interaction Manager delivers multichannel communications services that provide customers
the exact information they need, in their desired format, when they want it, providing a rich,
interactive and compelling customer experience.

For Enterprise contact centers, outsourced call centers or companies that want to distribute
customer interaction functions throughout their business, our Software-as-a-Service (SaaS)
offering makes customer interactions and transactions fast and simple. . . you only pay for
what is used.

Here’s what we deliver.


•	 Unified	Communications		                        •	 Call/Work	Item	Transfer	
   and	Multi-media	Queue	                             Optimize first call resolution by transferring
   All inbound and outbound media,                    between resources based on Business Rules,
   including Voice, Email, Fax, Chat,                 priority, available resources, available skills
   SMS, and Web and Data
                                                   •	 Business	Process	Management	(BPM)	–		
•	 PBX,	ACD,	and	Skills-based	Routing		               based		Application	Development	
   Get your customers to the right agent              Graphical tool set defines routing, call
   or resource – Every time                           flow, business processes, and access
                                                      to external systems
•	 VoiceXML,	IVR	and	Automated	Attendant	
   Integrated, fast and flexible Customer          •	 Distributed	Locations	–	Local,		
   Interaction automation                             Remote,	Home	
                                                      Route calls to any location, with a single
•	 CTI	and	Screen	Pop	
                                                      management view of all locations and
   Integrated Computer Telephony Integration
                                                      resources – Local, remote, home, or mobile
   (CTI) and “Screen-Pop” capabilities –
   “Mash ups” deliver a comprehensive view         •	 Quality	Assurance	Monitoring	
   of the customer to the Agent Desktop               Supervisor/QA, Call Monitoring, Barge-in,
                                                      and programmable call recording
•	 Third	Party	Software	Integration	
   Data and Web Services provide integration       •	 Metrics	and	Management	Reporting	
   with enterprise or external third party            Comprehensive Metrics, Reporting, and
   applications, CRM, WFM, etc                        real-time operations dashboard




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                             On-Demand Customer Interaction Manager




                                                                         USER




         CUSTOMER CONTACT                                                                     CUSTOMER CONTACT

 Voice               eMail                Fax                     SMS               Collaboration         Web App
                                                                                                         Interfaces



                                Unified Multi-media Queue and Routing Engine




                   ACD              PBX              BPM                IVR                CTI




                                          Web Services (SOAP/REST)

  CRM             WFM           Reporting             QA                 Admin           Custom Apps     Commercial
Salesforce                      Disposition                                                               Right Now


   UNIFIED DESKTOP / USER INTERFACE                                              UNIFIED DESKTOP / USER INTERFACE




                           Local                    Remote                     Home Agents
                         Customer               (or Outsourced)               Remote Agents
                          Service               Contact Center                Mobile Agents




                   www.NexxPhase.com                              1-800-761-2316

				
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Description: With nothing more than a PC, Internet connection and browser, our on-demand Customer Interaction Manager delivers multichannel communications services that provide customers the exact information they need, in their desired format, when they want it, providing a rich,interactive and compelling customer experience.