Nexxlinx Business Management Platform
NexxPhase Customer Interaction and BMP Platform harnesses the power of Convergence (voice, video and data on a single network) and Service-Oriented Architectures (loosely coupled, highly interoperable application components) in a single technology platform, to enable companies to quickly and cost-effectively design and deliver communication-enabled business process applications.
Communication-enabled Business Processes Defined
Communication-enabled business processes fully leverage the power of IP telephony by integrating and controlling communications and information within a business process, and embedding real-time communications at any point in the process to transform the customer experience and streamline work distribution (voice and data) across the value chain.
Our Software Platform Business Application Platform
The Business Application Platform consists of three major components: the award-winning M1 Business Convergence Software, a unique Business Process Management Suite, the Business Service Portal, a full-featured web-based OA&M portal, and Application Modules, a collection of pre-packaged and tested workflows.
- Business Convergence Software
The intelligence and flexibility of the Business Convergence Platform lies in the Business Convergence Software (BCS), a Business Process Management (BPM) suite uniquely architected to model and manage converged business processes. BCS includes the Convergence Studio and Convergence Engine. Convergence Studio is a powerfully simple drag-and-drop visual modeling tool that enables business users to model voice and data flows. The Engine executes newly modeled converged processes by controlling the Delivery Infrastructure.
- Business Service Portal
The next-generation Service Portal is a complete Operation, Administration, and Maintenance web-based suite that offers real-time and historical reporting via the web, ad-hoc and download reporting capability, wizard driven service creation environment (SCE), and web-based management portal for configuration and provisioning.
- Business Application Modules
Based on best practices, and customer friendly user interfaces, the application modules provide production quality pre-packed workflows for Customer Care, Sales and Marketing, and Support. These modules will serve various industry verticals and offer faster time-to-market deployment.
Business Benefits
Improved Customer Experience
BCS’s ability to orchestrate converged business processes enables organizations to present a seamless customer experience, even as the business processes spans multiple departments and enterprises and incorporates data from internal and external databases. Organizations can also incorporate advanced communications (such as collaboration and click-to-chat) at any phase of the customer value chain to create a differentiating experience and ensure customer satisfaction/purchase.
Lower Cost of Customer Contact and Operations
BCS includes the capability of routing work based on employee skills, media type and customer economic value, ensuring the right match of task to employee and maximizing workforce productivity. Also, incorporating self-service communication tools (IVR, web self-service) drives down cost per transaction.
Enhanced Business Agility Across the Value Chain
Our Platform is model-driven. A quick change in the model facilitates a quick change in the entire business process for rapid reaction to market and regulatory changes and a faster time to market with new products/ services. Our software also enables distribution of work and interactions at the task level to any location, and any resource in the organization, creating greater flexibility and efficiency.
Augmented Operations and Phased Transformation
Our Standards-based interfaces and Service Portal approach enables a cost-effective augmentation of existing IT investments and facilitates a phased transition to a full-featured, IP-based Business Process Platform.
Differentiators
Comprehensive Offering
NexxLinx brings together all the technologies needed to execute multi-channel business processes. To replicate our technology platform, a company would need to buy multiple technologies from multiple vendors in three disparate markets - Customer Interaction Management, Business Process Management, and Contact Center Telephony – and then assume the risk of complex and costly integration.
Innovative Technology
The power of our platform is in our Business Convergence Software, a next-generation BPM software suite. Our software delivers the ability to model and manage all communication channels (web, voice, email, web collaboration, etc.) as well as people and systems to provide true end-to-end workflow (from interaction to fulfillment), resulting in improved business operations and a better customer experience. Current Customer Interaction Management and CRM technologies do not provide complex workflow and advanced integration capabilities, and current BPM tools do not model nor manage customer interactions across all channels, especially voice.
Integration to Flexible Labor
Through our partnerships with onshore and offshore customer care outsourcers, NexxLinx clients can easily and cost effectively incorporate flexible labor for challenges such as disaster recovery and overflow. This allows companies of all sizes, in particular growing companies, to avoid hiring additional resources to meet variable demand and align core skilled resources with their most valuable clients or complex interactions.
