NEXUS 
Enterprise Collaboration Platform for Context & Task Driven Communication between various Internal and External Users
What is Nexus ?
nexus is an enterprise communication system which revolutionizes the way enterprise stakeholders interact with each other, both internally as well as externally.
It optimizes communication, enabling one-to-many (simultaneous) conversations as well as chatbot assisted flows, reducing human intervention and streamlining the communication processes within organizations.
Why Nexus ?
- Simplifies daily communication by providing required information with useful actions to provide a seamless interaction via nexus chat platform.
- AI enabled, capability to understand the context, providing apt response for first-level customer queries.
- Seamless conversation across every channel, by retaining data and context for better customer experience.
- Pre-trained to understand brand-specific or industry- specific knowledge and terms, it’s preconfigured to resolve common customer requests.
- In-built agile options such as: Video chat, Workgroup Conference, Transfer chat and much more.
- Quick interaction and problem-solving approach for customers.
- Easy monitoring at an enterprise end.
- Faster communication within organization, irrespective of the location.
Key Drivers
Skill based Routing | Dynamic Assignment | Specific Templates | History Audits | Analytics | Interface to Robotics
- Controlled instant messaging, auditing, reporting, feedback
- Admin portal for user management, templates configuration.
- Real-time chat monitoring by supervisors
- Interface for chatbot & robotics automation.
- Conference, transfer capability for additional support
- Third party integration with Skype, Social Messenger, etc.
Key Features
Chat Tools
- Message
- Canned responses
- User information
- Chat tags
- File sharing
- Timeline
- Chat archives
- Delivery status
- Notifications
- Transfer
- Conference
- Chat transcripts
Reports & analytics
- Basic statistics
- Chat reports
- Ticket reports
- Filters
- Daily summary
- Reports via AP
- Dashboard
- Waiting time
- Average response time
- Chat duration
- Number of messages
- Average agent rating
- Average first response time
- Exporting Report data
- Leader board
Email Chat Transcript
- Ability to email select chat transcript
Voice to Text & Text to Voice
Mobile users can use voice inputs too as input method for messages. Messages can also be played back.
Customization
- Chat window theme
- Flags / Logos
- Messages and labels
- Language
- CSS customization
- Engagement graphics
Team Management
- Agent groups
- Agent account managment
- Agent roles
- Chat supervision
- Work scheduler
- Chat limit
Chat Tools
- Conversation Record
- Use for Training Use for
- Machine learning
Sounds
- Customize or disable any sound that is played.
Speed
- Know every chat, every customer’s back story Help them better by knowing them & their support history even before asking One customer, one chat, one delightful
- experience, on every chat
API
- Workflow
- automation
- Webhooks
- JavaScript API
Audit log
- Audit log maintained
- Activities that have been
- undertaken by support agents
Service Levels
- Flexible
- Service Level definition
Getting Feedback
- Chat ratings
- Rating comments Ticket ratings
- Post-chat surveys Satisfaction stats
Continue Conversations
- No repeat questions Pull up prior conversations about the same customer or conversations with same Technician if there is a
- constant pattern to know where they left and where they’re headed
Notifications
- Dynamic notification on email, SMS or message in Notifications triggered on
- configurable thresholds
- Flexible Threshold definitions by work group or individual users
