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iNexus has proven to be a valuable tool for users in various ways. One key use case is the ability to track savings roadmaps and project …
Overview
What is iNexus?
CSS IMPACT CX Customer Engagement Cloud is a contact center solution provided by iNexus. According to the vendor, this software aims to enhance customer engagement and improve contact center efficiency. It is suitable for companies of all sizes, including call centers, customer service departments,...
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Product Details
- About
- Tech Details
What is iNexus?
CSS IMPACT CX Customer Engagement Cloud is a contact center solution provided by iNexus. According to the vendor, this software aims to enhance customer engagement and improve contact center efficiency. It is suitable for companies of all sizes, including call centers, customer service departments, telemarketing agencies, collections agencies, and e-commerce companies.
Key Features
Shotgun ACD: Agents can handle multiple calls simultaneously by queuing them on their desktops, allowing them to switch between calls or put one on hold while attending to another.
ACD & Skill based routing: Calls are automatically routed to the most suitable agent based on inquiry type, number called, and source of the call using IVR, ACD, and/or ANI data.
CherryPicker: Assigned agents can prioritize calls from high-priority clients by viewing them in the queue.
Global search: Agents can quickly search for information to provide prompt answers to unscripted requests.
ANI routing: Calls are transferred to an agent's extension based on caller ANI using database retrieval.
DataDip Lookup: Client information is retrieved based on ANI as soon as the call is received, facilitating immediate access for agents.
Predictive Dialer: The system automatically dials from a list and connects answered calls to available agents, minimizing waiting time and maximizing call connections.
Preview dialer: Agents are provided with customer information before dialing, giving them the option to proceed with the call or follow a manual process.
Grid List Preview: Agents have access to a complete calling list and can select specific records to call, with the ability to assign lists to individual agents or groups.
iNexus Features
- Supported: Contact Management
- Supported: Reporting/Analytics
- Supported: Alerts/Escalation
- Supported: Automatic Call Distribution
- Supported: Blended Call Center
- Supported: Call Logging
- Supported: Call Monitoring
- Supported: Call Recording
- Supported: Call Scripting
- Supported: Call Transfer
- Supported: Campaign Management
- Supported: Computer Telephony Integration
- Supported: IVR/Voice Recognition
- Supported: Inbound Call Center
- Supported: Manual Dialer
- Supported: Outbound Call Center
- Supported: Predictive Dialer
- Supported: Progressive Dialer
- Supported: Queue Management
- Supported: Auto-Dialer
- Supported: Call Scheduling
- Supported: Campaign Specific Caller ID
- Supported: FCC Compliance
- Supported: FTC Compliance
- Supported: Lead Management
- Supported: List Management
- Supported: Live Chat
- Supported: Automated Notices
- Supported: Callback Scheduling
- Supported: Client Management
- Supported: Collection Agencies
- Supported: In-House Collections
- Supported: Payment Plans
iNexus Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Web-Based, Mac, Windows, Linux, Android, iPhone, iPad |
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Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
- Pros
- Cons
- Recommendations
iNexus has proven to be a valuable tool for users in various ways. One key use case is the ability to track savings roadmaps and project progress, which eliminates the need for manual Excel sheets. Users have found this feature particularly useful as it provides a centralized data hub for tracking project status, timeline, and cost benefits across different markets. Additionally, iNexus allows for easy assignment of project types and obtaining sign-offs, saving time on setting up pivot tables and email chains. This not only streamlines the process but also improves collaboration among team members.
Another important use case of iNexus is its ability to help businesses align their strategic and operational objectives. Users have been able to connect the organization's goals, create transparency, automate reporting tasks, and review departmental performance using the software. By doing so, they are able to track their strategic initiatives more effectively and take corrective actions when needed. Additionally, iNexus facilitates the alignment of projects with business strategy and objectives, preventing project overload and resource waste. This feature has been highly appreciated by project managers who can now easily integrate projects into the overall strategic plan.
Furthermore, iNexus serves as a central location for all projects, providing a consistent format for entering and reporting on projects. This has eliminated bureaucracy in enterprise reporting and improved alignment among cross-functional project teams. The software enables tracking of scope, cost, resource, and timing changes with workflow and categorization. With this functionality, users have experienced improved visibility in tracking potential savings and achieving strategic initiatives.
Overall, iNexus has proven to be a versatile tool that addresses various business problems related to project management, strategy implementation, and goal alignment. It provides users with a centralized platform that streamlines processes, facilitates collaboration among team members, and improves visibility into project status and progress.
Structured Approach: Users have found iNexus to be a very structured approach, ideal for generating new projects and providing a guideline for project management. Several reviewers praised its ability to offer a clear framework for organizing and executing projects efficiently.
Easy-to-Use Interface: Many users have appreciated the user-friendly interface of iNexus. They found it simple, friendly, and easy to navigate, allowing them to quickly access key information and track current and completed projects. The intuitive design and prompt prompts made their experience pain-free.
Centralized Data Collection: Reviewers have highlighted that iNexus enables centralized data collection in systems, empowering users to collect reports independently. This feature has been commended as it streamlines the process of gathering essential data from various sources, saving time and effort.
Confusing User Interface: Some users have found the user interface of iNexus to be confusing, especially when navigating between menus. Several reviewers have mentioned that it takes time to get used to the platform and may require frequent interactions before becoming comfortable with its navigation.
Language Options Limitations: A number of users, particularly those whose native language is not English, have expressed dissatisfaction with the limited language options available in iNexus. They would prefer support for other languages such as Spanish or additional multilingual capabilities to improve their experience.
Difficulty with Task Allocation: Some users have found it unintuitive and cumbersome to allocate resources to tasks within a project in iNexus. Instead of being able to directly assign individuals to tasks, they need to create different team roles and manually adjust the percentage of time spent on each task. This process has caused frustration for several reviewers who feel that it could be simplified for easier task assignment and resource management.
Users of i-nexus have made several recommendations based on their experience with the platform. The most common recommendations include:
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Understanding the tool's capabilities: Users recommend obtaining training and having a clear understanding of what i-nexus will be used for. By knowing how to order information and fully utilize the application, users can get the most out of it.
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Support and customization: Users highly recommend having a designated single point of contact for support and working directly with the i-nexus team for customization. They find the support team to be responsive and appreciate the flexibility of the tool with its many options. Users also emphasize that working closely with the i-nexus team can help meet individual business needs.
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Strategy planning and management practices: Organizations with good project management practices in place are highly recommended to use i-nexus. Users suggest having knowledge of Hoshin Kanri, a strategic planning methodology, and top management support for effective strategy planning and implementation.
In addition, users find i-nexus to be a user-friendly platform with self-intuitive features. They suggest watching demo videos and case studies to understand the return on investment (ROI) and potential uses of i-nexus.