eCommerce clients have taken advantage of NexxPhase technology to enable rapid growth and increased profits by turning their customer service cost centers into cash generating revenue centers.
- NexxPhase Interactive Voice Response (IVR) has been used to automate customer returns and delivery tracking, saving 75% of the live agent handling cost.
- Customer Relationship Management (CRM) and Knowledge Base (KB) information is "Mashed-up" and delivered to the Unified Agent Desktop lowering the cost per call, supporting effective agent interactions, and improving first call resolution rates
- Using Nexxlinx IVR, CRM, and KB integration capabilities, cost per contact for some technical support clients has been reduced by 65% - 90%. This allows the same number of agents to do more work, more efficiently.