Customer Interaction Manager
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.
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 Powered by 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