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http://www.crm2day.com/news/crm/115544.php
NXi Communications, Inc. unveiled details of its newest product for deaf access to customer contact organizations. At the Annual Call Center Exhibition (ACCE) NXi showed the Call Center Solutions (CCS) software for connecting call centers with deaf callers. In addition to deaf access, call agents can answer email and provide interactive web support, while using utilizing existing resources. The software “bolts on” to existing ACD systems and call center packages without costly integration. CCS uses NXi’s Network Telephony Services (NTS) as the base for its technology.
“An existing call center or CRM site can implement CCS and integrate the entire system quite easily,” said Tom McLaughlin, president and co-founder of NXi. “The proven technology we’ve been supplying to large government agencies and educational users is now available in our call center product.”
Many of the features of CCS initially started as enhancement requests from large government agencies who must comply with federal accessibility laws. Some organizations use NTS as a basic communication tool because it scales from a small office to a large federal agency. The NTS server software and NexTalk™, its client software, are used state-wide for connecting employees and inbound callers in three states: Illinois, Maine, and Wisconsin and in hundreds of other sites. The NexTalk client software boasts over 25,000 online users of its freeware site, www.nextalk.net.
Unlike many software packages that need integration within the code of a call center system, NXi’s patented solution “bolts on” to any call center. The “placeholder call” technology uses existing telephone and network infrastructure to reach an available agent and then connects the caller and the agent through a network connection. The text caller can converse with the agent or be transferred or joined into a conference.
CCS software includes the server software for receiving and directing calls, the NexTalk client software, and administration and configuration software for the managing the entire system or for groups within the call center. Each server can support multiple call centers while providing the following features:
• Interactive text communications between any agent and a deaf TTY caller, a website visitor or an email request
• Text calls can be directed to any agent in the call center • Agents can handle text calls and normal voice calls
• Supervisor can silently monitor text calls
• Text conversations can be auto-saved for later review, archiving and printout
• Handle different call types with fewer agents
• Establish a text conference call with agent and supervisor to a single text caller
NXi Communications, Inc. unveiled details of its newest product for deaf access to customer contact organizations. At the Annual Call Center Exhibition (ACCE) NXi showed the Call Center Solutions (CCS) software for connecting call centers with deaf callers. In addition to deaf access, call agents can answer email and provide interactive web support, while using utilizing existing resources. The software “bolts on” to existing ACD systems and call center packages without costly integration. CCS uses NXi’s Network Telephony Services (NTS) as the base for its technology.
“An existing call center or CRM site can implement CCS and integrate the entire system quite easily,” said Tom McLaughlin, president and co-founder of NXi. “The proven technology we’ve been supplying to large government agencies and educational users is now available in our call center product.”
Many of the features of CCS initially started as enhancement requests from large government agencies who must comply with federal accessibility laws. Some organizations use NTS as a basic communication tool because it scales from a small office to a large federal agency. The NTS server software and NexTalk™, its client software, are used state-wide for connecting employees and inbound callers in three states: Illinois, Maine, and Wisconsin and in hundreds of other sites. The NexTalk client software boasts over 25,000 online users of its freeware site, www.nextalk.net.
Unlike many software packages that need integration within the code of a call center system, NXi’s patented solution “bolts on” to any call center. The “placeholder call” technology uses existing telephone and network infrastructure to reach an available agent and then connects the caller and the agent through a network connection. The text caller can converse with the agent or be transferred or joined into a conference.
CCS software includes the server software for receiving and directing calls, the NexTalk client software, and administration and configuration software for the managing the entire system or for groups within the call center. Each server can support multiple call centers while providing the following features:
• Interactive text communications between any agent and a deaf TTY caller, a website visitor or an email request
• Text calls can be directed to any agent in the call center • Agents can handle text calls and normal voice calls
• Supervisor can silently monitor text calls
• Text conversations can be auto-saved for later review, archiving and printout
• Handle different call types with fewer agents
• Establish a text conference call with agent and supervisor to a single text caller