NexxLinx provides all the tools to monitor, measure, and manage your business.
Unlike premise-based and other hosted solutions that struggle to collect, normalize, format, and present call activity and transaction information, the NexxLinx Customer Interaction Manager was conceived and built on a reporting foundation. An Oracle Data Warehouse captures and maintains status, transaction events, and history. Reporting then becomes a function of analysis and presentation of contact center activity on a real-time, interval, periodic, or ad-hoc basis.
ACD, PBX, unified messaging, chat, SMS, and e-mail management are integrated onto one reporting platform.
Tracks customer interactions across all media channels.
NexxLinx monitors numerous system statistics including the number and type of contacts queued, longest wait time, after work time, service level percentages, and a range of other productivity measures.
Stores data in an industry-recognized format that can easily be viewed and retrieved. Custom and ad-hoc reports can be built using Crystal Reports or any number of database access tools. Report data can be remotely delivered by email or mobile device or exported in industry-standard file formats.
Enables managers and supervisors in different locations to view displays and reports showing real-time, enterprise-wide contact center status across any or all sites.
Data from multiple sources can be merged to provide valuable decision support analysis.
The standard Supervisor and Manager display provides real-time information for the current period..
Supervisors and managers can customize their own real-time display screens showing agent, group, skill set and gate details.
NexxLinx generates a wide array of managerial reports containing all the detailed information necessary to monitor all contact center operations and manage your business. Reports can be requested on-demand or automatically at predetermined intervals to your specific needs.
Through a branded management portal, managers and executives are provided with customized flash dashboards presenting a summary, real-time snapshot of the current KPIs and statistics.