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Nexios
Nexios is a comprehensive browser-based contact center platform.
Customer oriented
Understanding our customer requirements and objectives is important to us. We listen and work together with our customers to create a contact center platform which can offer best customer experience with ease of use. Nexios enables instant access to the latest product updates without downloads, plugins or any updates on your side.
Features
Below you can find a distinguished set of features available in Nexios
Call distribution
You can choose between O3 (Out-of-Order) or Automatic Call Distribution (ACD). In the case of ACD, you can prioritize your agents and give more skillful agents option to take more calls or use agents as dispatchers.
Call recording
Record every inbound or outbound call on the system automatically or per request. Access and listen to your call recordings at any given time.
Caller Id
Agents can choose from which line they will originate the outbound call. In this way, the customer will get proper contact information for returned calls.
Call routing & Auto-attendant
Setup your custom call routing and define how incoming calls are handled. Route your calls to agents, external numbers or straight to voicemail based on the time and day.
Call Transfer & Call Hold
Transfer your calls to other agents or queues and put your customers on hold at any time.
Time based & skill-based routing
Route calls based on specific time and agent skills.
Interactive Voice Response (IVR)
Easily build inbound and outbound IVR. Change and update call-flows in real-time self-care environment. Play messages before and after call answer, be interactive with your customers in pre-queue and post-queue scenarios.
Direct agent connect (DAC)
Allocate direct agent numbers (DDI) and specify additional failover actions in the case that agent is not able to take a particular call. These options include fallback to default Queue, Voicemail or Follow-me option.
RoadRunner agents (OnWatch)
Road runners or OnWatch agents can take any call even though they are not using Nexios agent frontend. These agents are always available agents, field operators or maybe home-office stationed personnel during holidays.
Click-To-Dial (C2D)
With click to dial functionality call your contacts from your addressbook, contact history or any report that contains contact info.
Call queuing
Nexios makes no limitation on numbers of calls in the queue and you can create as many queues as you need. Inform your waiting customers about their position in the queue and the estimated time of call answer. With Queue Escape option waiting customers can leave the queue at any time and leave a voicemail or generate a callback request.
Coaching & monitoring
Coaching and monitoring (supervise) are enabled in real-time for every active call. The supervisor can step-in at any moment and coach or listen to the agent during the call.
Missed Calls (MCF) & Abandoned Calls (ABC)
Nexios tracks every missed & abandoned calls.
Maximum Wait Time (MWT) and No Available Agents (NAA)
With MWT & NAA options we can avoid indefinite waiting in the queue when there are no available agents or in case of an increased load. Give your customer additional information, an opportunity to leave a voicemail message and contact them when the agent can handle their call.
Contact taging & prioritization
You can easily assign tags to your contacts as well as setting contact priority level so you can handle “fat customers” efficiently. Contact tags and contact prioritization give you an option to route calls based on defined tags/priority.
Callback reconnect (CRF)
With Callback reconnect you have an option to automatically reconnect caller with the last contacted agent within dynamically defined time-frame.
Queue escape
With queue escape, we can enable escape option within the queue and give a customer an option to quit waiting for an agent and proceed to the Post-IVR where the caller can leave a voicemail, be notified of further actions or even request a callback.
Queue overflow
With total queue items and total waiting queue items, we can fine-tune overflow options in case of increased contact center load and define overflow destinations which can help during increased caller activity. We can inform callers about the current situation, transfer them to external numbers or other queues and give them an option to record a voicemail and wait for the callback.
Wrapup
Give your agents enough time to finish administrative tasks and prepare for the next call.
Campaigns
Manage your inbound or outbound campaigns in an efficient way. Create as many campaigns as you like, import contacts and fine-tune your campaigns behavior. Restrict access to a particular campaign and set next call delay, max retries, release cause call filter, … Choose between manual, progressive or preview dialer options. During the campaign, each contact can be assigned to a new campaign as a lead or prospect.
Custom campaign poll's
Create custom campaign poll’s or even copy existing one from other campaigns. Collect all your poll data in one place and use built-in reports and analytics to cross-check your data.
Call disposition & call topic
Call disposition represents a set of predefined labels to clearly describe the outcome of the call. By using a call disposition agent is capable to label each inbound or outbound call and help other team members to better understand call status. Combining call disposition with call topic input agent can describe the outcome of the call more clearly. It’s possible to create as many call disposition labels as required and even copy them between campaigns.
Campaign item bulk reset
The system allows for bulk reset of campaign call items. This way you can re-run all “not answered” contacts once again.
Campaign analytics
Get detailed campaign statistics such as overall campaign progress, number of answered calls, number of failed calls, rescheduled calls, release causes, etc.
Manual, Progressive or Preview dialer
Choose between multiple dialing options and keep your agents at peak efficiency.
Activity & reschedule
The system allows for direct call contact and call reschedule. The re-scheduled items (depending of the call disposition value), can appear on the Activity Tab for the agent who performed the reschedule.
Activity notifications
The system allows for direct call contact and call reschedule. The re-scheduled items (depending of the call disposition value), can appear on the Activity Tab for the agent who performed the reschedule.
Activity assignment
Give your team leaders an option to closely monitor agent activities and share and allocate due activities between agents.
Dashboard
Real-time reporting with KPI’s about contact center load and agents activities on a single place. Get insight into agent states, a real-time metric with thresholds and agent availability.
Agent status
Nexios will automatically update agents status to inform other team members if the agent is idle, handling the call or is away. With predefined color-coded agent states all team members will be aware of your team member current status and in this way collaborate more effectively.
Agent activity & monitoring
Nexios provides an easy way to monitor agent activities at all time.
Historical reporting
Get insight into your day-to-day operations and contact center performance. You can check inbound/outbound call metric, agents metric, missed call metric, campaigns metric, etc. You can export your historical data in .csv or .xls/.xlsx format, analyze data in external applications or create custom reports/charts based on exported data.
Contact history
Detailed contact history info about each inbound or outbound contact, campaigns, blacklist at any time at one place.
Search filters & exporting
Advanced search filters and export option (.csv, .xls/.xlsx) on all built-in reports.
Data archive
Easily archive unnecessary data such as (agents, services, queues, …) and keep access to historical data and analytics.
Reporting API
The system provides an API for 3rd party systems to connect and collect statistical data.
Web-based real-time administration
Web-based real-time administration (Firefox, Chrome, …) without any additional hardware or software components.
No installation and no commitments !!!
Multi-carrier routing
Make and receive calls over multiple carriers and enjoy the telco lock-in free environment.
Business hours
Easily configure business working hours and route calls accordingly
Custom addressbook
Each tenant can define their own contact fields structure based on their contact profiles. You can dynamically change that structure at any time.
Contact import
Easily import your contact data, create tags, and match your imported data dynamically with address book fields.
Blacklist
Manage your inbound and outbound blacklist on-the-fly to ensure that you are receiving or originating the right calls.
Agent forwarding numbers (AFN)
Choose between browser-based (WebRTC), fixed-line, mobile-line or pure Ip agent connection delivery. Add as many secondary agent forwarding numbers (AFN’s) as additional destinations where Nexios can reach the agent. Using delay and timeout options we can fine tune agent connectivity flow in case agent is not reachable at primary AFN number.
Follow-me
The agent can setup follow-me number where Nexios can reach him in case agent is not reachable at the primary assigned number.
Cloud-based or on-premise installation
Businesses of all sizes
Depending on your needs, Nexios can provide services from the cloud or as an enterprise solution installed locally on-premise.
Service providers and telecom operators
Nexios as a platform can be a source of additional services to expand your Cloud service portfolio. With Nexios full-featured REST API at hand, the complete platform can be easily integrated into your ICT Cloud/Marketplace.
REST-API
Integrate with your legacy systems using full-featured Nexios REST-API.
White label
White-label platform
Data audit & access restriction
Monitor all your data access through integrated data audit and easily find possible data misuse. Restricted access and strong password protection will keep yourdata safe.
Get your customer service up and running
FAQ
Below is a list of frequently asked questions to help you understand a little bit more about Nexios.
Can I use Nexios exclusively as a cloud-based platform?
Nexios platform is designed as cloud service but it can be easily installed on a dedicated hardware and used as an enterprise (on-premise) platform. Regardless of installation model, all Nexios features are available to end users without any restrictions.
Key to the success of Nexios platform is the ability to simplify customer interactions, it can be easily integrated with external applications, increase productivity and reduce time to market with lower capital/operational costs.
What are the usage scenarios & target customers?
Nexios is a versatile platform which can be used in many flavors. Some of the usage scenarios include contact center platform, IVR or auto-attendant platform, call recording platform, announcement server (pre & post answer) and value added services platform. The platform is applicable across all industries: service providers, telecom operators, enterprises of all sizes, etc …
Can I access Nexios from any location?
Users are not geo-location dependent and platform access, including all of its features, is enabled from internet browser from any location.
Is it possible to integrate Nexios with 3rd party applications?
Nexios support REST API, which can interface with legacy and modern third party applications. Integrate Nexios.core into your legacy applications and use single-sign interface for your regular business or use our Nexios.app for complete out-of-the-box contact center experience.
Can I predict my costs?
Nexios platform is designed to enable scaling up or down to meet the most demanding operational requirements. With flat-licensing and pay-as-you-go billing model, Nexios ensures predictable and affordable costs for enterprises of all sizes.
Usage of Nexios cloud service excludes capital investment and minimizes operational expenses.
How can I administer Nexios platform?
Nexios administration is enabled through intuitive and user-friendly web interface. The platform itself can be managed in real-time without any delays. Besides self-administration and self-care we can offer reactive or proactive managed services including a fully managed Nexios platform, network and hosting environment including backup. Managed service includes access to our engineers or dedicated project manager. Regardless of selected support option, we offer transparent pricing with contractually agreed hourly rates.
Can I import existing data, such as contacts, call history, etc?
In order to help you with the transition to Nexios platform, we can provide professional services for importing various types of data. However, due to the complexity of certain data structures we first audit and quote for each type of data. If you have further questions, please contact us for more information.
Do I need to make any updates to use latest Nexios features?
Nexios is under continuous development and improvement following a development roadmap influenced by many years of industry experience and incorporating the valuable feedback from our customers. Benefit from agile, ongoing development without the need for any additional downloads or upgrades on your side.
Can we tailor Nexios for our own use-case?
Nexios is a complete in-house solution and can be adjusted to specific business needs. Development of such tailored over-the-top solutions enables better utilization of Nexios features in specific customer environment. If you have further questions, please contact us for more information.
Do you offer consulting services?
Planning to implement contact center platform or you just need more information about successful customer care support?
Besides development and implementation of successful contact center solutions, Nexios expert team is specialized in a contact center, network and architecture consultancy. We can offer business process, internal resources, and network analysis.