A revolutionary feature for the world of call center

Nixxis call center software publisher announces the release of a feature that will revolutionize the call center world: Multi-level user access management.
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Jan. 12, 2015 - PRLog -- The 100% Belgian leading publisher of call center software announced Thursday the release of its newest feature: Multi-level user access management. An important progress for call centers since the long-awaited feature will allow them to secure access to a growing number of users (employees, suppliers, consultants, external staff…).

“Our new feature is a natural evolution of the call centers industry where we see on the one hand more and more people working enjoying the outsourcer’s experience of working for large contractors and on the other hand small but highly specialized call center working for increasingly important customers.”says Luc Francis Jacobs, CEO of Nixxis.

Nixxis developed this new right management system allowing greater control of customer service contractors and thus performance and brand image improvement. This multi-level user access management will finally give the right to the customer service players (call centers and/or companies using outsourcers) to control the access of each user with the help of specific security contexts.

The development of this new right management system was born from a practical conclusion. Indeed, it is no secret that many large companies use multiple outsourced call centers as reinforcement to their internal customer service.
Previously, these large companies using multiple outsourcers (outsourced call centers) at the same time faced both inefficient management of their customer service (inbound calls, outbound calls, email, social networks...) but also the loss of valuable time due to the long process of campaigns replenishment and reorganization of their subcontractors.

Now, these large companies (banks, energy suppliers, insurance ...) can give restricted access to their multiple subcontractors (call centers) while keeping a close eye on each of them and their performance. Secure accesses allow each subcontractor to connect with the originator and work on the basis of a single source of centralized information. Subcontractors will then have access only to data on a need to know basis... and these data only!

Take the case of inbound calls to a bank. It’s within the bank that the queue will be formed and might be distributed to external outsourcers. Once an operator is free, whatever the outsourcer, he/she takes the call and he/she will be the only one having access to this specific customer information. While on the payer side, managers of customer service have full view in real time on the actions of each of their subcontractors. This will allow them a constant real-time monitoring of customer service provided by outsourcers. A boon for companies who want to closely follow performances and quality of their outsourcers. See the practical case (http://www.nixxis.com/blog/new-multi-level-rights-management).

In the same way, an outsourcer can also open for each of its customers a personalized and controlled access to its environment. It offers them a real-time view of their respective activities. Finally an elegant way to combine transparency and confidentiality.

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Tags:Call Center Software, Multi-level rights management, Outsourcers, Bpo, Helpdesk
Industry:Software, Telecom
Location:Belgium
Subject:Features
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