In a recent contact center optimization webinar, the CEO of iOPEX technologies touted “the tremendous amount of success,” his company has seen in its implementation of Support.com’s Nexus product and Support Interaction Optimization (SIO).
With a large distributed workforce handling complex interactions across multiple time zones, iOPEX technologies helps large providers with their tech support needs.
“What we have been successful in doing is, to integrate every transaction, through multiple centers,” Shiva Ramani said. “It doesn’t matter which center picks up which transaction. We are able to deliver the same level of service on every transaction, irrespective of location.”
How was Ramani able to do that? “Nexus is the secret sauce,” he said. “With Nexus implementation, we are able to increase agent productivity from 75 percent to 88 percent,” Ramani said. “These are hard numbers.”
Support.com’s Nexus product is cloud-based productivity and analytics software. “Think of Nexus as a GPS for call center agents,” said Sampath Gomatam, Support.com’s SVP of Product. “It gives agents exactly the information they need, when they need it.”
In the webinar, Frost & Sullivan Global Program Director Ashwin Iyer described Support Interaction Optimization as a “set of applications and processes that enable support organizations to resolve customer support issues in a high streamlined and efficient manner, while ensuring high levels of customer satisfaction and agent performance.”
Iyer said the SIO market is poised to grow from $1.3 billion in 2014 to $2.6 billion in 2020.
To learn how iOPEX technologies reduced their Cost of Transaction and voice traffic by double digits, click on the link below to the webinar.