NIXXIS BELGIUM

General description

Savvy and well-informed customers demand accurate, fast and consistent service, regardless of the entry point. Nixxis develops software that enables companies to live up to those challenges and empower customer (or third-party) interaction with solutions that take into account customer experience, agent ergonomics, ease of implementation and cost-efficient processing of multimedia calls. The cloud is the limit Nixxis solutions can be installed on site, deployed in a hosted environment or according to a 'pay-as- you-use' model, allowing companies to control operational expenses while safeguarding flexibility and scalability. Nixxis solutions are perfectly suited for being implemented 'in the cloud'. "Nixxis is aiming for cooperation with operators and integrators who are looking to provide their customers 'pay-as-you-use' contact centre services, either conventionally implemented or 'in the cloud'", says Ysebaert. Since its foundation in 2006, Nixxis has grown from a small, enthusiastic team of experts to an international player to be reckoned with. Under Marc Temmerman's and Frédéric Steppé's leadership, Nixxis developed an all-in-one contact centre solution (Nixxis Contact Express) that covers most market demands. For those with more challenging interaction requirements, Nixxis built a more sophisticated solution (Nixxis Contact Suite). Nixxis' mission is to enable companies to face up to demanding interaction challenges. It has already established a great track record in that area in little time.

Developed Products

Nixxis Contact SuiteTM

The VoIP-enabled solution has all features used in a traditional environment. Inbound call handling, advanced dialling options, e-mail, chat, text messaging, IVR and multimedia recording are standard available. Key differentiators include native multimedia and virtual approach, interactive switching between channels, multi-campaign assignments, multi-wave campaigns, profit-based call routing and transfers, optimised predictive algorithms, intelligent end-of-list call management, business driven supervision tools and scripting (basic and advanced). Agents, supervisors and administrators can access the full range of functionalities and manage and monitor activities regardless of their location.

Nixxis Interaction Suite™

Below is a non-exhaustive list of features (on top of the Contact Suite features) that empower customer interaction, increase efficiency and boost staff performance.

■Increased web interactivity

■Routing of online forms and e-mails

■Tools to convert online visitors into customers

■Electronic Document Management

■Open architecture

■Logging of all interactions

Targets and References

TRB, Hermès Informatica, SunnyPhone, Alphaventure, Astrid, Group RISC, CallCentrix, Splendia, Hosted Telecom Services Europe, Sting Network, Atrix, Phenix, Let’s Call, Optimum Contact, Coriolis, Spartel, Comearth, Genisys, Fox on Line, Dynafix, The Talent Factory, CCA, IntraCall, Access Call Algérie, Access Call Belgique, Interphone, Ip Plus, 4DMS, Madeira Telecom, Folkia, Svara, Effektiva, Groupe Hachicha, …

Innovative aspects/Advantages

Nixxis solutions allow easy management of multimedia interaction between companies and customers/ third parties through a unique approach:

■Native IP & virtual multimedia approach

■Channel interaction switching

■Business process driven, no need for re-engineering

■Multi-wave campaigns

■Profit-based routing & dialling

■Automatic team overflow

■Embedded recording

■Advanced scripting

■Centralized integration between channels and applications

■Historical interaction information available to all business applications

■Centralized decision algorithms across channels

■All employees involved in communication process

■Centralized overview of business results & staff performance