Understanding customer interaction processes
Your business processes at the heart of your contact centre
Our experts can work with you to analyse the processes at the heart of your customer relationship approach and allow you to define the value of each interaction, allocating a priority status. You can, for example, make an act of management take priority over a customer complaint mail. This unified monitoring of all the tasks performed by your contact centre agents allows you to treat the customer relationship as a whole entity and not as a series of unconnected communications.
Based on our expertise in building, operating and supporting Contact Centres for a wide range of clients throughout Europe, NextiraOne has a clear understanding of where future developments will lead, including the linking of contact centre data and business intelligence.
Throughout Europe, NextiraOne has extensive experience and unmatched expertise in the
design, implementation and operating of communications solutions for its customers. These solutions cover the entire market, ranging from simple voice-oriented technologies to complex contact centres combining multimedia, multi-channel and self service applications.
Customer relationship management is continuously evolving, with new uses and techniques for handling customer interaction emerging constantly. The ways in which we communicate are changing and businesses must be able to adapt to these new challenges. NextiraOne regularly examines and analyses new uses and techniques in order to remain up-to-date with the evolution of customer relationship management and we continue to have a vision of the changing needs of contact centres.
Today the customer relationship has become multi-channel, helping to turn the contact centre from a cost centre into a profit centre and increasing the need for ways in which to exploit the link between telecoms data and business data. NextiraOne now has a comprehensive approach to integration that links CRM techniques with business intelligence. This identifies the means, tools and methods for collection, consolidation and modelling of business data in order to provide informed decision-making.