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Contact Center & CIM Solution
The Customer Interaction Management (CIM) Solution is a group of
integrated products and services. It uses a wide range of media to make
both inbound and outbound contacts possible between a business and its
customers or potential customers. This solution is essential when
upgrading conventional call centers to contact centers.
Why We Need Contact Centers
- Customers are becoming more and more familiar with new contact
channels such as Voice, Fax, e-mail, Web, Chat, Video and SMS.
- Conventional call center systems do not support new contact channels
that enable interactive customer communications.
- There is an ever-stronger demand for increased corporate contact
channels for high-quality customer service.
- The demand for high-quality customer service and
increased corporate contact channels is growing rapidly.
Call Centers are evolving into Multi Channel Contact Centers with the
growth of e-Businesses and increasing use of multimedia for customer
communications.
Advanced Multi CIM Solution
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CTMP Suite V3.0 is a new CIM total solution package that allows you to freely select or integrate Internet-
contact functions. Includes PSTN phone, VoIP, Chat, e-mail, Video and Escorted Browsing all based on its
high-end CTI.
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Enables a variety of media-blending services. It enables contact centers to provide callback service by phone
and additional information by e-mail or SMS to their customers who have sought initial contact through internet.
CTMP Suite V3.0 also has blending funtions that blend inbound/outbound task.
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For contact center operations with locations around the world, the use of CTMP Suite V3.0 maximizes the
efficiency of the entire system. It continuously monitors the load balance of calls for each site. It will route
calls to less-congested sites, reducing waiting time at each site and minimizing the number of abandoned
calls.
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Designed to support a variety of multiple PBXs in a contact center at the same time, CTMP Suite V3.0
provides unlimited capacity. The installation and selection of additional connection to other PBXs is possible
at any time necessary.
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This is the optimal solution for small to medium, and even large sites as it gives you unlimited freedom to
extend systems and resources.
CTMP Suite V3.0 has been further upgraded to be the optimal CIM solution. It is the next generation
multi-contact center solution to ensure higher customer satisfaction and efficient center operation.
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Overview
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Mixed media routing & queuing
Unified configuration, management and reporting
Open-end Interface with network infrastructure and 3
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party application
Internet ERMS Outbound Inbound Monitor Analyzer
CTI server
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CTMP Suite V3.0 supports free interoperability with a wide variety of 1
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party and 3
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party solutions.
The customer contact platform is an integrated system of technology for the purpose of interfacing
various types of equipments. For user convenience, it focuses on the smooth interoperability between
systems and can support a greater range of information.
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ASAI: AVAYA PBX Symposium Link: Nortel PBX
CSTA: All models of PBXs using CSTA including LG PBX, SIEMENS PBX, Rockwell PBX, Ericson PBX
OAI Link: NEC PBX
Samsung IP-PCX IAP
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Oracle, SQL Server, Sybase, Informix, DB II, etc.
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All CRM solution products including Siebel, KANA, SAP, Oracle, Vantive
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CAPI(DLL), ActiveX, Java Class, etc., TAPI, TSAPI
Packages
It is essential to respond rapidly to customer needs and requirements and do so efficiently. Nexus CTMP Suite
V3.0 CIM solution package consists of 14 modules needed for interactive management between business and
customers.
>Server Engine (single/ multi-site contact center ready)
>Easy integration with PBX, application, IVR, recording device
>Center call management and call event processing
>Complete resource management
CCSE CTMP Center Server Engine
>Real-time center monitoring program for supervisors
>Center call/resource monitoring
>Multi-Channel call monitoring
>Agent, IVR, Queue, Trunk activity Data
>Intra-Messaging features
CCPM CTMP Center Performance Monitor
>Self-monitoring program for agents
>Agent status/activity monitoring
>Intra-Messaging features
CAPM CTMP Agent Performance Monitor
>Statistics Reporting for contact centers
>Analysis of real-time and historical call statistics(periodic/condition)
>300 reports and graphs for center status and activities
>Scheduled report generating and printing
>Exportable spreadsheet(Excel& Word)
CCPA CTMP Center Performance Analyzer
>Intelligent call routing program
>Multi-site routing
>In/Outbound automatic blending
>Agent grouping by customer level, agent skill, agent activity
>Routing scenario and schedule based intelligent call routing
CICR CTMP Intelligent Call Router
>Resource management /call routing script for supervisors
>Complete Call Center Equipment and Resource Management
>Skill based blending
>Assign customer level
>In/Outbound blending
CCCM CTMP Center Configuration Manager
>Intelligent campaign management for supervisors
>Template/campaign strategy application and status management
>Real-time template/campaign monitoring and reporting
>List Manager features(list processing and extraction)
CICS CTMP Intelligent Campaign Studio
>Management program for inbound internet(VolP, e-mail, Chat) calls
>Integrated internet media such as VoIP, Video & Text chat, e-mail
>URL Push, Escorted Browsing, co-navigation
>Web Callback >VPN/Firewall Friendly
CICM CTMP Internet Call Manager
>Automatic response/response library/ response combining features
>e-mail handling status & data
>Intelligent e-mail system for contact centers
>Intelligent mail routing according to natural language search and analysis
CIMS CTMP Intelligent Mailing System
>Intelligent e-mail survey system for contact centers
>On-line survey analysis and statistics
>e-mail based campaign management
>Extraction of multiple answered customer data
CMSS CTMP e-mail Survey System
>Internet Telephony Gateway >Gateway & Gatekeeper in one
>Supports standard H.323 protocol
>Excellent sound quality and high compression rate
>Supports channels 4/8/16, E1, T1
CITG CTMP Internet Telephony Gateway
CIOD CTMP Intelligent Outbound Dialer
CIDS CTMP Intelligent Dialing System
>Intelligent outbound engine >Callback Reserve
>Accurate call routing based on agent status, project priority
>Various dialing methods - Power Dialing
- Progressive Dialing
- Predictive Dialing
>Intelligent dialing program
>Real-time monitoring of outbound process
>Executes actual dialing with CIOD
>Over 98% detection rate
(Voice, Machine, Busy, No Answer, Fax & Modem)
CCOM CTMP Center Outbound Monitor
>Real-time outbound monitoring program for supervisors
>Real-time resource status/performance monitoring
>Operating status management of each outbound server
>Display current center status change
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Virtually all businesses deal with customers. Every business has its consumers and therefore this system is
applicable to everyone who wants to provide quality customer care.
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WHY NEXUS?
Advantages of
Customized Modular CIM Packages
No one disputes the need for a business to have a contact center. However, it can be time consuming,
and it requires abundant resources to establish a multi-function, high-performance multi-contact center.
Nexus CTMP Suite V3.0 offers an optimal custom-made solution at a reasonable price.
High Reliability
It is ultimately the goal of Nexus CTMP Suite V3.0 to eliminate errors and guarantee stability, which is
crucial in business communications. Nexus will help you achieve "Satisfactory Customer Communications",
and self-satisfaction for the agents using it.
Wide Interoperability
A contact center is comprised of a network of various systems and equipment. Smooth and widespread
interoperability is required between each system to provide diversified information and conveniences. CTMP
Suite V3.0 provides excellent interoperability to customers and maximizes extension of applications at an
affordable price.
Complete A/S & Simple Up-Grade
It is necessary to invest in upgrading operation and maintenance of a contact center. Nexus CTMP Suite
V3.0 will always keep your contact center maintained at the highest possible standards. This is a hi-tech
center with flexible customizing service including periodical dispatch of specialist engineers, periodical
inspection, emergency trouble-shooting, and remote monitoring & control, and much more. Nexus CTMP
Suite V3.0 has provision in place for constant and prompt upgrading of services.
Superior Training Program
Nexus supplies a systematic training program for partners and customers through its own training center.
The product education course is recommended for efficient and optimal use of products.
It is comprised of a program for each of its users including agents, supervisors, and system managers.
Also, there is an introductory course on the products and technology. In addition to supplying the superior
products, Nexus tries to maximize the potential of its customer contact centers through
custom-made training courses.
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2004 NEXUS COMMUNITY INC. All rights reserved. CTMP Suite V 3.0 and the NEXUS COMMUNITY Logo are trade marks of NEXUS COMMUNITY INC. and may be registered in certain juridictions.
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TEL.+82-2-6240-2580 FAX.+82-2-6240-2588
http://www.nexus.co.kr
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Customer Interaction Management

Computer Telephony Integration

Multi Contact Center

Outbound Campaign

IP Contact Center

Work Force Management