NexxPhase, contact center technology subsidiary of NexxLinx, has introduced Outcome-Based routing, bringing technology in alignment by having the best-skilled agent handling the most important transaction.
Officials with NexxPhase said that Outcome Based Routing improves the overall customer experience through an increase in capability and insures a more efficient organization.
According to company officials, Outcome Based Routing matches the best available agent for the type of customer request and call type (calls, e-mail, chat, web transactions, etc.) being delivered. Each agent is graded on a combination of KPI’s, experience, and results.
This, company officials said, allows those agents with a “hot hand” or high skill level to receive customer interaction opportunities before lower skilled agents.
“Our first large-scale use of this is in a media company. Results have shown a 33 percent improvement in agent effectiveness overall. This is a core capability of the NexxPhase platform that has proven to be beneficial for us,” said Craig Mento, CEO of NexxLinx, in a statement.
NexxPhase helps companies communicate with their customers and increase profitability in the process. The company’s cloud-based service offering gives enterprises and business process outsourcers all the capabilities of a true commercial-grade multichannel contact center without the expense of special hardware, software or staff.
Earlier in November, Blue Vase Marketing, LLC, a full service turnkey provider of Campaign Management for Direct Response Marketing products and a recognized direct response leader, has chosen Atlanta-based NexxPhase as a their Contact Center Infrastructure provider.
In the arrangement, NexxPhase will provide all the features of a multichannel Tier One contact center. The Blue Vase teams of in-house cross trained sales professionals not only take orders and sell product, but sell the value of the product. With a focus on soft-offer sales, call maximization and product continuity, Blue Vase ensures the highest levels of channel integration, customer satisfaction and loyalty.