The document describes an on-demand customer interaction manager that provides multichannel communications services through a web browser. It delivers unified communications, skills-based routing, automated attendants, computer telephony integration, and third party integration. The software-as-a-service model allows companies to distribute customer interaction functions throughout their business while only paying for resources used.

1. D ATA S H E E T
On-Demand Customer Interaction Manager
It’s frustrating. You spend money on lead generation programs to initiate customer interaction,
but when customers contact you, your call center infrastructure traps them in “voice mail jail”,
drops calls, loses leads, or can’t support their iPhone.
With nothing more than a PC, Internet connection and browser, our on-demand Customer
Interaction Manager delivers multichannel communications services that provide customers
the exact information they need, in their desired format, when they want it, providing a rich,
interactive and compelling customer experience.
For Enterprise contact centers, outsourced call centers or companies that want to distribute
customer interaction functions throughout their business, our Software-as-a-Service (SaaS)
offering makes customer interactions and transactions fast and simple. . . you only pay for
what is used.
Here’s what we deliver.
• Unified Communications • Call/Work Item Transfer
and Multi-media Queue Optimize first call resolution by transferring
All inbound and outbound media, between resources based on Business Rules,
including Voice, Email, Fax, Chat, priority, available resources, available skills
SMS, and Web and Data
• Business Process Management (BPM) –
• PBX, ACD, and Skills-based Routing based Application Development
Get your customers to the right agent Graphical tool set defines routing, call
or resource – Every time flow, business processes, and access
to external systems
• VoiceXML, IVR and Automated Attendant
Integrated, fast and flexible Customer • Distributed Locations – Local,
Interaction automation Remote, Home
Route calls to any location, with a single
• CTI and Screen Pop
management view of all locations and
Integrated Computer Telephony Integration
resources – Local, remote, home, or mobile
(CTI) and “Screen-Pop” capabilities –
“Mash ups” deliver a comprehensive view • Quality Assurance Monitoring
of the customer to the Agent Desktop Supervisor/QA, Call Monitoring, Barge-in,
and programmable call recording
• Third Party Software Integration
Data and Web Services provide integration • Metrics and Management Reporting
with enterprise or external third party Comprehensive Metrics, Reporting, and
applications, CRM, WFM, etc real-time operations dashboard
Powered by

2. On-Demand Customer Interaction Manager
USER
CUSTOMER CONTACT CUSTOMER CONTACT
Voice eMail Fax SMS Collaboration Web App
Interfaces
Unified Multi-media Queue and Routing Engine
ACD PBX BPM IVR CTI
Web Services (SOAP/REST)
CRM WFM Reporting QA Admin Custom Apps Commercial
Salesforce Disposition Right Now
UNIFIED DESKTOP / USER INTERFACE UNIFIED DESKTOP / USER INTERFACE
Local Remote Home Agents
Customer (or Outsourced) Remote Agents
Service Contact Center Mobile Agents
www.NexxPhase.com 1-800-761-2316