Why Nexios

Comprehensive browser-based contact center platform.

No installation, no commitments and predictive pricing.

We have the pleasure of working with...

Why Nexios?

because it’s 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.

because it’s cost-effective and scalable

Nexios is a cost-effective solution due to multi-tenancy support, it’s completely managed by our engineers and requires no IT staff on your side, no upfront investment and implements pay-as-you-go pricing model. With integrated mobility, you can serve your customers from any location, anytime. Agents only need a browser and internet connection…

because it’s quickly deployable

With intuitive and user-friendly user interface, real-time administration and analytics you’re in the control of your contact center. Nexios as hardware-free solution offers quick deployment without setup hassle in your business environment.

Find it out for yourself...

Nexios Advantages

Nexios offer enterprise-grade service without additional hardware or software. All you need is internet connection and browser.

Usability

No coding or certifications is required to administer or maintain the Nexios platform. Administrative tasks are just a few-clicks away and all required configuration can be executed in real-time according to your needs.

Mobility

Take calls from any location because all you need is a browser and Internet connection. Manage your contact center in real-time, access your analytics, contact history, campaigns or call recordings from any location.

Performance

Access historical and real-time analytics to measure and optimize your contact center performance. Nexios dashboard displays real-time metrics and prebuilt reports give you a historical overview and analytics.

Features

Below you can find a distinguished set of features available in Nexios

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.

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.

Give your agents enough time to finish administrative tasks and prepare for the next call.

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.

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 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.

The system allows for bulk reset of campaign call items. This way you can re-run all “not answered” contacts once again.

Get detailed campaign statistics such as overall campaign progress, number of answered calls, number of failed calls, rescheduled calls, release causes, etc.

Choose between multiple dialing options and keep your agents at peak efficiency.

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.

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.

Give your team leaders an option to closely monitor agent activities and share and allocate due activities between agents.

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.

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.

Give your agents enough time to finish administrative tasks and prepare for the next call.

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.

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.

Give your agents enough time to finish administrative tasks and prepare for the next call.

Main features

Customized features for any requirement

Cloud based

Nexios is cloud-based platform provided as a monthly service without the need to invest in expensive hardware or software. Instead of having to design, build, manage and maintain your contact center yourself, Nexios will do it for you.

Analytics

Get insight into your day-to-day operations and performance with built-in reports and analytics. You can get detailed info about each inbound or outbound contact at any time at one place. Export your historical and analytical data for further analvsis.

Agent mobility

Agent or supervisors only need an Internet connection, computer, and headset and they're ready to get started. With all the information available agents can be more effective from any location.

Cost effective

Nexios is a cost-effective and all-inclusive solution and offers one price for all the features. Run your business with an enterprise-grade platform and scale your business up and down as you need it and when you need it.

Customization

Customize your call-flows, campaigns, activities, contacts data. Integrate your legacy systems with Nexios using a full-featured REST API. Use and switch providers based on the best rates because Nexios offer telco lock-in free environment.

Continuous development

We're continuously developing Nexios in order to bring the latest technology and features to end users. Nexios enables instant access to the latest updates without downloads plugins or any updates on vour side.

Customized features for any requirement.

FAQ

Below is a list of frequently asked questions to help you understand a little bit more about Nexios

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.

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…

Users are not geo-location dependent and platform access, including all of its features, is enabled from internet browser from any location.

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.

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.

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.

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.

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.

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.

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.

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Nexios is a comprehensive browser-based turnkey advanced contact center platform.
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+385 (0) 1 5525 100
info@nexios.cc
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