Co-nexus' team of software designers and engineers developed the market leading call center tool CXM (Customer Experience Management). This scalable call recording software solution empowers contact centers and maximizes the experience clients receive through diverse functionality.
With CXM, you are able to better communicate with clients and automatically capture vital agent-customer interactions. Providing dynamic multimedia logging and reporting capabilities, Co-nexus' truly comprehensive software suite sets the standard for effective client contact by providing critical customer interaction data including call and related PC activity, live monitoring tools, components for performance evaluation, training and coaching capabilities and customer satisfaction surveys.
Click here to launch the CXM tour and find out more about how CXM can help your business with quality assurance and call recording.Call Recording and Quality Monitoring.
CALL RECORDING AND QUALITY MONITORING IS SCALEABLE TO MEET THE RECORDING DEMANDS OF AVAYA, MITEL, NORTEL, INTER-TEL, CISCO AND NEC CALL CENTERS: SMALL TO LARGE.
SIMPLY THE BEST
Many vendors have attempted to boost revenue through bundling their applications and services. At Co-nexus we have created CXM, an intuitive and modular call recording solution that allows our clients to pick and choose the tools that best fit their business needs. The end result? Simply the best recording solution for your company!
RECORD CALLS THE WAY YOU WANT
No company is alike. So why buy a recording solution that doesn't give the option how you want to record? Unlike the other guys, CXM gives the option to record by a number of different parameters AND by a combination of those parameters. 100% or a sampling, by caller ID, VDN, DNIS, TRUNK, SKILL, EXTENSION, AGENT ID, ON DEMAND...this list goes on. Our staff is standing by to assist you in designing your unique CXM Call Recording Solution.
CENTRALIZED STORAGE
Whether your call center resides in one location or across a network, CXM has the ability to centralize the storage of your recorded calls and associated data. Furthermore, the centralized data can be accessed 24X7 utilizing an Internet Explorer ready computer. An unlimited number of users are provided a unique username and password with security rights giving access to specific data. You can now easily monitor all of your locations from one central location.
100% RECORDING
Looking to record 100% of your inbound, outbound and internal calls? CXM Call Recording is a dependable choice with a variety of PBX integration options. A CXM Team is standing by to assist you in discovering the most cost effective method to record phone conversations and PC Data.
SAMPLE / QUALITY MONITORING RECORDING
With CXM Call Recording you get to set your recording parameters. The intuitive solution will record the calls you want to record. Set your own sampling percentage, the agents you want to record, the #'s you do and don't want to record. Finally, a solution that is as flexible as you need it to be.
RECORD ON-DEMAND
Do it yourself. Choose on the fly which calls you want and don't want. You can trigger the recording of calls from your phone or by your PC.
OBSERVE HOW YOUR AGENTS UTILIZE THEIR SOFTWARE APPLICATION TO IMPROVE THEIR EFFICIENCY.
FIND WORKFLOW TRAFFIC JAMS
With CXM PC Screen Capture you can both listen to and view your agents CRM (Customer Relationship Management) inputs to discover where your agents are having difficulty. Through the monitoring of screens, you can identify those agents who maneuver through the CRM most efficiently and those that require additional training.
FULL MOTION CAPTURE & SYNCHRONIZATION
During the course of the agent-customer conversation all agent PC activity is recorded and automatically synchronized with the recorded phone conversation. Supervisors simply choose the recorded interaction to be reviewed and the recorded PC activity and conversation is replayed in a full motion movie format.
BRING THE CLASSROOM TO YOUR AGENTS DESK TOP WITH THE CXM COACHING MODULE.
AGENT PORTAL
Your agents no longer have to leave their desks and more importantly, you no longer have to reserve your conference room for training. The Agent Portal is a virtual classroom for your agents. From their desktop they can:
Review their recorded calls
Grade their own recording.
View training videos
Read bulletins
View performance evaluation
DO THEY KNOW WHAT YOU THINK THEY KNOW?
Through the easy to use CXM Test Creator wizard you can create a number of different unique tests that will augment your training. These test can be assigned due dates and then pushed out to individual agents or entire groups of agents with one simple click. Supervisors can then view the results and run reports to see clearly what additional training may be required.
CXM COACHING MODULE INCLUDES:
- Training Videos - Within the CXM agent Coaching module supervisors create training videos for their agents. The CXM training video creator allows the supervisor to record any PC activity along with sound. For example, a supervisor can demonstrate how the agents should navigate through a new application while attaching their verbal explanation. The training video is stored in a standard AVI format. Agents view the training videos from their Agent Portal.
- Bulletins - Supervisor can communicate with their agents without traditional email that is filled with non-business related material. Agents view the Bulletings from their Agent Portal.
- Agent Tests - Using the CXM Test wizard, tests can be created to verify agent comprehension of training material. Agents take the tests within the Agent Portal.
- Agent Portal - Each agent has their own private virtual classroom. Within their portal the agent can listen to their own recorded calls, view all of their evaluation forms and the associated call recording. Additionally, agents view training videos, read bulletins and take tests.
CREATE YOUR OWN UNIQUE EVALUATION FORM
Get rid of those Excel spreadsheets and file cabinets. The CXM Performance Evaluation tool allows you to create an unlimited # of grading forms that are unique to your company and different groups. The forms are easily designed then published to the CXM server through our CXM Grading Form Wizard. You can weight your form by question or by section. Answer your questions a number of ways. Leave comments with each question or at the conclusion of the form. Furthermore, the CXM Performance Evaluation tool will calculate the scores for you and store the results instantly on the server.
GET TO THE BOTTOM OF SCORES
After you’ve listened to and graded the call, you can run reports associated with a specific agent, group or grading form. Discover progress and spot trends by easily running CXM reports on individual agents, groups of agents and on evaluators.
AGENT PERFORMANCE EVALUATION PACKAGE INCLUDES:
- Grading Forms Wizard – Create your own agent scoring forms using the easy to use CXM Grading Forms Wizard. The CXM Wizard makes it easy for you to create and modify the scoring forms that you use to evaluate agent performance. CXM supports a variety of grading formats including Yes/No, Pass/Fail, Excellent/Good/Average/Poor or an Advanced customized scoring option that you devise. Questions or sections can be weighted differently.
- Unlimited Number of Supervisors May Grade – Using the CXM web-browser interface call center supervisors and quality monitors can grade agent performance from any network PC. No special client software is required.
- Evaluation Reports – The CXM Performance Evaluation package includes reports to help you identify skill set weaknesses and trends. Reports can be generated on individual agents, groups of agents and evaluators. Supported formats include PDF, Excel and HTML.
- Call Distribution Feature – Through this scheduling feature, a predetermined number of recorded calls per agent are automatically located and presented to the evaluator to grade.
- Graded Calls Search – Supervisors can quickly locate all calls that have been graded for their agents. The search results show that date of call, date of evaluation and the actual grading score. One click of the mouse brings the supervisor to the actual grading form and the associated recorded call.
CUSTOMER SATISFACTION SURVEYS - CXM 4MYFEEDBACK
4myFEEDBACK from Co-nexus is an automated customer satisfaction survey system connected to your communication platform. Surveys are designed to obtain valuable feedback from your customers concerning their experience with your call center. This post call survey module comes with an easy to use survey wizard so you can create your own customized surveys. The software allows you to control the entire survey process without the ongoing expense associated with third party survey providers.
The system supports an unlimited number of different and concurrent survey campaigns. Using the wizard you create the survey questions and their corresponding values. You can record your own survey questions (WAV) or utilize our professional services to record the survey questions for you.
Callers are presented to the customer satisfaction survey module in a variety of ways. Most commonly, the caller is offered the option to participate in the survey during the pre-call greeting process. Upon conclusion of the call with the agent the caller is automatically routed to the CXM customer satisfaction survey module and presented with the survey questions. CXM 4myFEEDBACK utilizes powerful speech recognition technology enabling the caller to reply to survey questions with simple verbal responses. Alternatively, callers can be transferred by the agent into the survey module. Either way, you will obtain valuable information from your customers on their satisfaction with the level of service they are receiving from your organization.
- 4myFEEDBACK includes a reporting engine enabling you to gather statistics on the survey results. Are your customers truly satisfied with the service level they are receiving? Use 4myFEEDBACK and find out. Do you need feedback from your customers to evaluate the quality of new product offerings? Use 4myFEEDBACK to find out.
- 4myFEEDBACK is a scalable customer satisfaction survey system that can support between 4 and 96 simultaneous survey sessions. The CXM survey module connects to any communication platform through analog or digital ports (IP connection is on the way). CTI software is not required however; it may provide additional functionality by attaching call center agent information to the survey results.
- 4myFEEDBACK can be installed as a standalone application or in conjunction with other CXM modules. Existing CXM customers benefit as the customer satisfaction survey results are linked to the preceding recorded call. Have a negative survey result? Listen to the CXM recorded call to find out exactly what went wrong! You can even compare customers' survey results with a call center supervisor's evaluation of the agents' call. Are your call center supervisors and quality monitors on the same page with your customers regarding service levels? Use the CXM Family of 4 applications to find out and improve the level of service being delivered to your customers.
PROTECT SENSITIVE DATA FROM CREDIT CARD FRAUD WITH CXM PCI COMPLIANCE.
The Payment Card Industry (PCI) has enacted a Data Security Standard designed to minimize Credit Card Fraud. The Standard requires businesses collecting credit card information to effectively secure this sensitive data. When consumer conversations are recorded the callers' credit card information may be collected as well. Co-nexus, Inc. has developed tools and features within its CXM Recording and Quality Monitoring application to protect this data from attack.
CXM ENCRYPTION - "Protection from outside attack"
CXM recorded data (audio and PC activity) can be encrypted utilizing encryption methods recognized by the PCI. After data is collected by CXM it is encrypted and then stored. To access the encrypted CXM data the user must have a valid CXM User Name and recognized Password and access to the encryption key.
CXM MUTING - "Protection from inside attack"
Another security option is to automatically mute the portion of the recorded call when the caller provides their credit card information. The CXM Recording and Quality Monitoring system can be designed to mute the audio stream when the caller provides their credit card information and then automatically resume recording once the information has been collected. Eliminating the credit card data from the recorded call is an effective measure in preventing fraud by users within your organization.
CXM AUDIT LOG - "Identify the attacker"
The CXM Audit Log provides detailed information on User activity with the CXM application. The Audit Log identifies, among other things, who accessed a recorded call and when it was listened to. This can be very useful in identifying the culprit in a credit card fraud investigation. Every time a CXM User accesses a recorded call, the CXM Audit Log knows about it. While no single measure is completely attack proof, Co-nexus has developed security measures within the CXM solution to minimize the chance of fraud and bring your organization into compliance with the PCI Standard.
ADVANCED PASSWORD SETTINGS
CXM supports configurable advanced password settings. Using advanced password settings minimizes the chance that an unauthorized user can gain access to the CXM server.
CXM® 4myCENTERTM is the complete private online workstation and communication link between agents & coaches
CXM® 4myCENTERTM provides a total workstation for sharing evaluation results and training materials to boost performance among your agents in one centralized location. Call center teams find improved feedback and communication through the unique private virtual classroom interface. Prior to 4myCENTERTM, call center agents had wait for their supervisors to provide feedback performance reviews. Now, agents are actively involved and have real time access to their performance reviews and training materials. Access to 4myCENTERTM is obtained through the agents' PC via a standard web browser interface using a unique login name and password, this creates the secure private virtual classroom. Once inside CXM® 4myCENTERTM, the agent has access to his or her own recorded calls, performance reviews, reports and all of the training material assigned to the agent by supervisors utilizing the CXM® 4myCOACHTM application.
A private web-based portal is available for every call center agent. Supervisors push agent training curriculum to the portal including graded calls and training videos. Within the portal, agents review score sheets, run reports to track their performance, view training videos, complete tests and listen to their own recorded calls. Tracking software is included so supervisors know if and when agents have accessed the training material available within the portal.
