Unique management information suite for back-office and call centre blended environments<\/p>\n
\u201cI\u2019m still waiting for the catch\u201d<\/p>\n\t
I must admit, I was initially sceptical that the proposals put forward following the site survey could be achieved and in the time scales, particularly in a small technical arena with combined calls and back-office such as ours, and was waiting for the catch. 18 months later, I\u2019m still waiting.<\/p>\n
Alistair Milne – Head of Operations<\/p>\n\t
Nexus enables individual performance monitoring across front and back-office activities to identify inefficiencies and maximise service delivery opportunities.<\/p>\n\t
Nexus is designed to promote greater control and visibility of blended back-office and call centre environments. Nexus provides a unique management information suite for back-office and call centre blended environments, promoting greater control and visibility.<\/p>\n
Nexus enables individual performance monitoring across front and back-office activities to identify inefficiencies and maximise service delivery opportunities.<\/p>\n
Gain greater control of back-office and call centre blended environments and deliver consistent service for your customers by ensuring that the right people are doing the right tasks at the right time.<\/p>\n
Nexus enables customer service agents to switch to back-office tasks during times with lower call volume by accessing a prioritised task queue.<\/p>\n\t
Acts as the Automatic Call Distributor for the back-office, with a comprehensive real-time reporting suite, end-to-end customer experience, performance tracking and insight.<\/p>\n\t\t\t\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n Captures a real time single view of all work from all sources including telephones, social media, text, websites, email and scanned white mail and line of business where integrated.<\/p>\n\t\t\t\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n Powerful and extensive MI suite with a clear visual dashboard representation of data. Access a single view of historic, real-time and predictive operational performance reporting metrics.<\/p>\n\t\t\t\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n A fully integrated risk-based quality assurance suite that provides visibility and enables control. Quickly identify skills and process deficits to ensure consistent quality assurance and service excellence.<\/p>\n\t\t\t\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n Holds all your training and regulatory compliance information in one place to prevent compliance breaches with timely training and testing, documentary evidence storage, diary activities and flexible exception reporting.<\/p>\n\t\t\t\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n Reduce risk and improve quality on complex, multi-stage tasks that require high skills and knowledge. Reduce errors, compliance and regulatory issues. Save time and improve service delivery to create a better experience for your customers.<\/p>\n\t\t\t\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n During implementation, we embed the behaviours and operational frameworks required to enable leaders to unlock operational efficiencies, improve the overall customer experience and achieve sustainable profitable growth.<\/p>\n\t\t\t\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n Captures a real time single view of all work from all sources including telephones, social media, text, websites, email and scanned white mail and line of business where integrated.<\/p>\n\t\t\t\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n Powerful and extensive MI suite with a clear visual dashboard representation of data. Access a single view of historic, real-time and predictive operational performance reporting metrics.<\/p>\n\t\t\t\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n A fully integrated risk-based quality assurance suite that provides visibility and enables control. Quickly identify skills and process deficits to ensure consistent quality assurance and service excellence.<\/p>\n\t\t\t\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n Nexus Capacity Planning has been designed to enable managers to scenario plan in a consistent and effective way for optimal use of resources in line with future demand.<\/p>\n\t\t\t\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n Track end-to-end customer journey, identify priority process cycle times and touchpoints through unique measurement, then optimise and improve the experience of your customers.<\/p>\n\t\t\t\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n Holds all your training and regulatory compliance information in one place to prevent compliance breaches with timely training and testing, documentary evidence storage, diary activities and flexible exception reporting.<\/p>\n\t\t\t\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n Quickly and easily identify the big cost bases in your operation. Compare, benchmark and safely reduce costs without destroying value.<\/p>\n\t\t\t\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n Nexus complements your existing systems and is low-risk. It is designed to be implemented quickly and easily adopted.<\/p>\n\t\t\t\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n Reduce risk and improve quality on complex, multi-stage tasks that require high skills and knowledge. Reduce errors, compliance and regulatory issues. Save time and improve service delivery to create a better experience for your customers.<\/p>\n\t\t\t\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n\n\t\t\n\t\tOmni-Channel\n\t\t<\/a>\n\t<\/h4>\n\t
\n\t\t\n\t\tReporting & Analytics\n\t\t<\/a>\n\t<\/h4>\n\t
\n\t\t\n\t\tQuality\n\t\t<\/a>\n\t<\/h4>\n\t
\n\t\t\n\t\tCapacity Planning\n\t\t<\/a>\n\t<\/h4>\n\tNexus Capacity Planning has been designed to enable managers to scenario plan in a consistent and effective way for optimal use of resources in line with future demand.
\n \n\t\t\t\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n\n\t\t\n\t\tEnd-to-End Customer Experience\n\t\t<\/a>\n\t<\/h4>\n\tTrack end-to-end customer journey, identify priority process cycle times and touchpoints through unique measurement, then optimise and improve the experience of your customers.
\n \n\t\t\t\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n\n\t\t\n\t\tTraining & Competence\n\t\t<\/a>\n\t<\/h4>\n\t
\n\t\t\n\t\tBlended Contact Centre\n\t\t<\/a>\n\t<\/h4>\n\tForecasting, scheduling and planning for blended back and front office operations.
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\n \n\t\t\t\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n\n\t\t\n\t\tActivity-Based Costing\n\t\t<\/a>\n\t<\/h4>\n\tQuickly and easily identify the big cost bases in your operation. Compare, benchmark and safely reduce costs without destroying value.
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\n \n\t\t\t\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n\n\t\t\n\t\tIntegration\n\t\t<\/a>\n\t<\/h4>\n\tNexus complements your existing systems and is low-risk. It is designed to be implemented quickly and easily adopted.
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\n \n\t\t\t\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n\n\t\t\n\t\tBusiness Processing Tools\n\t\t<\/a>\n\t<\/h4>\n\t
\n\t\t\n\t\tImplementation\n\t\t<\/a>\n\t<\/h4>\n\t
\n\t\t\n\t\tWork Management Software\n\t\t<\/a>\n\t<\/h4>\n\tActs as the Automatic Call Distributor for the back-office, with a comprehensive real-time reporting suite, end-to-end customer experience, performance tracking and insight.
\n \n\t\t\t\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n\n\t\t\n\t\tOmni-Channel\n\t\t<\/a>\n\t<\/h4>\n\t
\n\t\t\n\t\tReporting & Analytics\n\t\t<\/a>\n\t<\/h4>\n\t
\n\t\t\n\t\tQuality\n\t\t<\/a>\n\t<\/h4>\n\t
\n\t\t\n\t\tCapacity Planning\n\t\t<\/a>\n\t<\/h4>\n\t
\n\t\t\n\t\tEnd-to-End Customer Experience\n\t\t<\/a>\n\t<\/h4>\n\t
\n\t\t\n\t\tTraining & Competence\n\t\t<\/a>\n\t<\/h4>\n\t
\n\t\t\n\t\tBlended Contact Centre\n\t\t<\/a>\n\t<\/h4>\n\tForecasting, scheduling and planning for blended back and front office operations.
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\n \n\t\t\t\n\t\t\t\t\t\t\tLearn More\n\t\t\t<\/a>\n\n\t\t\n\t\tActivity-Based Costing\n\t\t<\/a>\n\t<\/h4>\n\t
\n\t\t\n\t\tIntegration\n\t\t<\/a>\n\t<\/h4>\n\t
\n\t\t\n\t\tBusiness Processing Tools\n\t\t<\/a>\n\t<\/h4>\n\t
\n\t\t\n\t\tImplementation\n\t\t<\/a>\n\t<\/h4>\n\t