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.
Record every inbound or outbound call on the system automatically or per request. Access and listen to your call recordings at any given time.
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.
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.
Route calls based on specific time and agent skills.
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.
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.
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.
With click to dial functionality call your contacts from your addressbook, contact history or any report that contains contact info.
Give your agents enough time to finish administrative tasks and prepare for the next call.
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 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.
Nexios tracks every missed & abandoned calls.
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.
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.
With Callback reconnect you have an option to automatically reconnect caller with the last contacted agent within dynamically defined time-frame.
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.
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.