helps companies shatter brick-walled customer channel siloes. The truly open, cloud-based NexxPhase Customer Engagement Platform™ (CEP) powers a SingleView™ of each customer across all interaction channels and is packaged with commercial-grade contact center services in a customer-friendly and customer aligned business model, RaaS.
We've been in the contact center industry for 15 years - our parent company is an international Business Processing Outsourcing provider for some of the world's most powerful International financial, publishing, media and entertainment companies. To offer customers an attractive investment model, we developed our NexxPhase Customer Engagement Cloud in the most cost-effective packaging of hardware, software and network services possible. NexxPhase SingleView™ and Real-Time Mash-Up™ presentation capabilities, and the QuickChannel™ rapid integration program, are key capabilities we designed into the NexxPhase CEP.
From the ground-up, we designed for performance. Our innovations were designed and architected by:
Our platform has virtually all of the capabilities you have come to expect from your contact center technology provider.
- True, future-proof Work Item Routing - mobile, email, phone, chat, social, claims, docs, etc.
- IVR / Self-service - use NexxPhase embedded capabilities or easily integrate to whatever IVR you choose
- Quality Monitoring - 0% to 100% Recording, screen capture - you decide
- Business Process Automation
- Custom Workflows
- SingleView Mash-Up allowing for Quick and Easy integrations of media types and back platforms to the agent desktop
- Built on a new communications enabled Work Item Process Engine architecture, allowing all Real Time interactions to be handled as work items...away with the old ACD with bolt ons
- Robust reporting / analytics + open access to our datamart
- Real-time Dashboards
- Open Standards - REST/SOAP interfaces enable you to extend the capabilities of our entire platform
- Customizable Agent Interface
- Powerful skills-based routing capabilities
- Customizable Routing
- CRM Integrations
- Automatic Call back
- Customer Satisfaction Surveys
- PCI compliant