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NexxLinx is a Business Communication Solution Provider. We will apply our technology and proven process (know-how) to your business to produce guaranteed results! NexxLinx combines Service-Oriented Architecture (SOA) with Next Generation IP (voice, video, data) to produce Next Generation results.

In other words, we use technology and a proven process to enable your business to do things better, faster, cheaper.

Nexxlinx Customer Service/Back Office Support

Our Customer Service, Customer Care and Back Office Support Solutions are unmatched in the industry. Nexxlinx not only provides the staff, but the technology, the reporting, and the planning-leave the strategy to us! Our unique Technology platform opens the door to endless possibilities; from mashing up legacy applications with unified functionality, to utilizing our Voice Self Service with any 3rd party applications, to training and staffing Associates that can sell as well as they service. At the end of each fiscal month, your divisions show profit and not just expense.

WHY NEXXLINX

Workforce: Highly Skilled Associates with Extensive Product Knowledge
Quality/Life Cycle Management: Monitor, Measure, Modify
Training: Approximately 1500 highly skilled associates, experienced management team
Provide a unique end-to-end solution for the following industries:

Media/Entertainment
Technology
Healthcare
Publishing
Financial Services
E-commerce
Government Technology - State-of-the-Art Virtual Infrastructure
Unique Price Model - Onshore, Near shore and Offshore
Fullfillment Centers - Every location has fullfillment capabilities

OUR APPROACH

Our unique approach has allowed our Customer Service/Back Office Support Teams to demonstrate significant success for our clients.

OUR EXPERIENCE

Nexxlinx brings 25 years of experience in the Contact Center Industry. As a leading provider of enabling technologies to the outsourcing and enterprise marketplace, Nexxlinx boasts a global footprint, spanning the US, Mexico, Africa and Asia, headquartered in Atlanta, Ga.

Nexxlinx also provides the following Services:

VOICE SELF SERVICE (VSS)

Nexxlinx VSS automates customer returns and delivery tracking, saving 75% off of live associates handling this activity.

INFORMATION TECHNOLOGY

Back End development of systems that transformed a traditional trouble ticketing system into a fully functional CRM application, then tied this application to client specific software, creating a Unified Desktop. This eliminated the need for associates to toggle from one program to another, improving work flow and efficiency, enabling associates to do more, in less time.

MODELING SUITE

Our platform provides the ability to "mash up" several technologies, even legacy technologies, to create a client specific application. Using this suite, we can easily build an application that allows customers to choose a method of communication: click-to-chat, click-to-call, or click-to-email.

CRM

Nexxlinx has developed detailed business requirements for CRM Interaction. Recently, Nexxlinx successfully made sweeping custom changes to an off-the-shelf packaged software solution to meet client needs.

TRANSITION FROM A COST CENTER TO A PROFIT CENTER

Nexxlinx has transformed the business model from purely Customer Care to Customer Care + Sales. Previously, Associates would only react to customer issues and answer questions. Today, Associates are trained to be proactive and to upsell, offer incentives and 'Sale of the Day' suggestions while providing traditional Customer Care. These sales and their impact to the company are tracked using Nexxlinx highly customized, customer specific reporting system.

NexxPhase CUSTOMER INTERACTION PLATFORM

Nexxlinx uses the NexxPhase Customer Interaction Platform, a model-driven application development and delivery platform for multi-channel applications. This powerful platform allows Nexxlinx to bring together a diverse set of application functions in one development environment. NexxPhase applications integrate:

Business process workflow with skills-based routing and end-to-end task management
Web collaboration (chat, click-to-talk, click-to-callback, and page sharing)
Telephony (receiving, initiating, and managing calls)
Interaction Voice Response (IVR) menus with speech recognition and text-to-speech
Data management through web services and relational databases
Web forms
Incoming and outgoing email and fax

LIVE OPERATOR SUPPORT

Nexxlinx contact center associates and fulfillment staff can meet all operations requirements.

STAFFING-ON-DEMAND

Nexxlinx technology provides unmatched flexibility to ramp Associate count up or down depending on season and Client needs. We employ a staffing model that controls cost and meets or exceeds Client expectation while continuing to perform to internal KPI's and metrics.