Retaining and developing customers
With an installed base of over 2,500 contact centres for customers throughout Europe, NextiraOne has unrivalled experience and expertise in the design, deployment and support of European multimedia contact centres. We help our customers to build their customer base and customer loyalty through effective, sophisticated multichannel communications.
Taking customer service to the next level
With over a decade of experience in providing highly effective contact centre solutions, NextiraOne has unbeatable expertise in delivering successful customer service systems.
Our close relationships with the key vendors in multimedia contact centres and Computer/Telecoms Integration (CTI) allow us to bring innovative contact management solutions to market quickly. Apart from a positive effect on ROI, this can provide a real competitive edge within a crowded industry.
Recent studies have shown that nearly 60% of calls into banks fail to result in the caller reaching the desired person first time. This presents a major customer management challenge, especially as demand grows for access to financial services using online and telephone banking channels.
In this multichannel world, it is essential that your customers can interact with you in the way that makes them most comfortable. So every channel must provide the same instant and secure access to the same accurate and up-to-date information. Only by creating such an environment can you hope to build loyalty and improve customer satisfaction. And – as churn becomes an increasingly acute problem in the financial sector – that loyalty building is growing into an ever more important strategic objective.
NextiraOne offers much more than just the implementation of multichannel solutions. We understand that, to maximise your ROI, your contact centre has to be totally integrated into your business processes. It must allow agents to be more productive and more effective at generating new revenues. Skills-based call routing makes sure that every interaction reaches the member of staff most able to help the caller. And customer profiling prompts agents to cross-sell and up-sell the right product to the right person.
By constantly remaining abreast of the latest technology developments - such as Intelligent Voice Recognition - NextiraOne can help you to develop the self-service and virtual contact centre applications that will reduce costs without compromising on customer satisfaction and that will drive up-selling opportunities to increase your revenues