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.