Solutions to fit your needs
We deploy many different types of contact centres, from the simple and small to the largest, most complex solutions
With more than 400,000 contact centre seats deployed across Europe, NextiraOne boasts considerable experience and expertise gained in many different market sectors. Although every business is unique, our experience shows that customers typically have one of two types of requirement.
SIMPLE CONTACT CENTRES
Simple contact centres typically have fewer than 20 agents. They may serve a single department in a large enterprise (a help desk, for instance), or they may be the only contact centre within a small or medium-sized company. Their main function is automatic call distribution (ACD), predominantly handling inbound telephone calls.
Simple contact centres provide a limited number of services and require straightforward statistical reports. Integration with a CRM or other corporate applications is sometimes needed, although this is usually limited to a pop-up of customer information on the responding agent’s screen. Usually, simple contact centres do not have their own dedicated PBX or server but are integrated into the company’s main telephony infrastructure.
To accelerate implementation and reduce costs, NextiraOne uses a standard, packaged approach to simple contact centres. This makes them easy to install and manage and – most critically – contributes to a low total cost of ownership.
NextiraOne Approach
While the most important objective of deploying a simple contact centre is to boost customer satisfaction and loyalty, it is usually implemented and managed within tight budgets and with limited internal resources and skills. NextiraOne provides affordable solutions and you gain access to market leading expertise.
Our first task is to analyse the workflow of the company. This allows us to advise our customer on the packaged solution that will best suit its needs. Almost always, we will recommend systems that are easy to deploy, easy to use, and easy to maintain. This – along with good training and help desk support – optimises the TCO.
ADVANCED CONTACT CENTRES
Advanced contact centres have larger numbers of agents. These centres usually need to handle not only inbound voice distribution but also multimedia distribution (such as e-mail, chat and web channels).
This demands blending of different communications channels and requires more sophisticated interaction routing capabilities that go beyond static parameters such as a caller’s telephone number or e-mail address. Interaction routing in advanced contact centres is often based on business rules such as the value of the caller to the organisation. Such an approach allows high value customers to be given priority service.
Extensive multimedia reporting is also very important to the running of these contact centres. Managers need to extract detailed data on different forms of interaction to allow them to identify and refine the channels, techniques and scripts that generate the greatest customer satisfaction and that prove the most effective at cross-selling and up-selling. Call recording applications help with this analysis. In addition to monitoring the number of interactions that are waiting in the call queue, information about the value of the business in that queue can be monitored. Specialist analytical and data mining applications are used to uncover this and other information.
CRM is almost always employed in advanced contact centres. The caller’s status and customer history automatically pop up on the responding agent’s screen as each call is answered, enabling the interaction to be handled quickly, effectively and to the customer’s satisfaction. Moreover, customer profiling techniques can be used to prompt the agent to cross-sell or up-sell particular products to those callers who are most likely to buy.
NextiraOne Approach
NextiraOne manages new-build advanced contact centre projects as well as upgrades or extensions to existing centres to allow customers to meet new industry standards of customer satisfaction, productivity and/or cost effectiveness.
One of our particular strengths is that our expertise is as broad as it is deep. We understand the business drivers and organisational dynamics that go into a great contact centre just as completely as we understand the technologies. We can make sure that the functionalities that we deliver (advanced multimedia routing, increasingly sophisticated CRM, workforce management, analytical reporting, and so on) are designed to bring the greatest possible benefits to our customers’ businesses.
