MODULES

Get more out of Connex One
than you thought!

The modules element of the Connex One platform allow you garner the full capabilities of your team. Manage inbound and outbound calls, create scripts and lead everything through to the data collection and analytics tools to get the best possible CRM results.

ONE PLATFORM - MULTIPLE MODULES

Data Analytics Module

The Connex One Data Analytics module allows our customers to create tailor-made rules to logically penetrate data based on demographic, insight driven or time driven logic across multiple campaigns and data sources.

The system can mine the database and profile the data via “Data Rules”

We can use the Connex One Data Analytics module to:

  • Increase the probability of contact according to the data profile
  • Location target certain key demographics with directed campaigns
  • Prioritise high value data records over lower value
  • Run targeted marketing and customer satisfaction campaigns based on customer or data insights and knowledge

CUSTOMER HUB

From this view operatives can view the customer
information, launch a script or data collection form
and view customer interaction from all channels.

Notification System

Any system alerts, warnings or calls to action will
automatically pop up with the relevant instructions
when an operative is logged into the system.

This reduces error and management of operatives.

INTERACTION HUB

From this screen, agents
can view their performance
and to do list.

Agents can also initiate
manual outbound
communication or receive
inbound communication.

GAMIFICATION

Agents perform better
with goals and rewards

Happier agents means better performance, better performance equals greater results.

Our intuitive agent interaction hub requires minimum training and with our built in
gamifcation reward system, it maximises leader/agent engagement ensuring better
performance.

Real-time visibility and control for you and your team leaders across the entire platform

ONE GOAL - MAXIMUM EFFECTIVENESS.

FEATURES OF CONNEX ONE GAMIFICATION

Instant scoring from Customers post interaction (i.e Rate today's call) / Instant
feedback to Connex One users (Level, Experience, Credits) / Ability for
managers to set their own Points rewarding system

SPEECH ANALYTICS

SOME BENEFITS OF SPEECH ANALYTICS

Improved internal QC (see QC benefits)

Improved Gamification (see Gamification benefits)

Higher reputation, brand recognition and industry awards

Increase market reach

Improve the customer experience

Improve service quality

Save money

Discover upsell opportunities

Minimize customer attrition

FEATURES OF CONNEX ONE SPEECH ANALYTICS

Maximize first call resolution

Reduce average handle time

Mobile interfaces

Customized to clients own specific needs.

Ability to enforce script and compliance adherence

Links to gamification and reporting module

Insights module

Data Insights

All data within the Connex One platform provides useful insights via a
friendly interface. Being informed allows our clients to make better decisions
on how the data is utilised to maximise performance and data penetration.

Example usage of Data Insights:

  • Review and maximise geographical performance
  • Review and maximise gender performance
  • Review and maximise age performance
  • Review and maximise snapshot analyse against previous weeks, months
  • Review and maximise upward and limit downward trends