Co-nexus,
Inc. Announces the Release of CXM® Version 4.0
Houston,
Texas, January 15, 2006:
-Co-nexus, Inc. today announced the general release of
CXM® Version 4.0. CXM® is a comprehensive suite of call
logging and quality monitoring products. The CXM® system
is comprised of hardware (servers and voice boards) and
software that are integrated with the customers' PBX
and LAN. CXM® is utilized by businesses to improve customer
satisfaction, resolve customer disputes, verify information,
ensure compliance and improve agent performance. Previous
releases of CXM® focused on call logging and indexing the data. However, with
the release of CXM® V4, Co-nexus now offers a comprehensive
suite of applications directed towards quality monitoring
and coaching of call center agents.
CXM® V4 includes modules for recording
phone calls, recording PC activity, evaluating performance
and coaching call center agents. "Although the look and
feel of the CXM® application is similar to previous versions,
the evaluation and coaching module are light years ahead
of the previous release," said company
president Robert Irvin. Using CXM® V4, call center supervisors can listen to agent-customer
interaction, evaluate the interaction using a customized
evaluation form, push example calls to the agents, create
agent tests, create training videos and communicate with
agents via bulletins. With over sixty canned reports
supervisors can target the specific agents and skills
sets that require coaching. Furthermore, reports can
be generated on supervisor productivity and for calibration.
Also new to CXM® V4 is the CXM® Agent Portal; the agents' virtual
classroom. Within the Agent Portal each agent has a private
view of their recordings, their evaluation results and
access to all of their training materials.
Previous versions of CXM® have
been recognized for ease of use and scalability. These
characteristics carry forward to CXM® V4. The application
continues to employ a web-browser client interface eliminating
the need for proprietary software being loaded on customer
PCs to access the system. Further, CXM® V4 includes a
unique method to enable supervisors to perform their
most common quality monitoring tasks by simply clicking
a single icon on the CXM® console to play a recording,
evaluate an interaction, email the recording, save the
recording to a private or shared training folder.
Co-nexus CXM® works with most major
communication platforms with CTI integrations to Siemens,
Mitel, Avaya, Nortel, Cisco, NEC and Inter-Tel. CXM® is a scalable solution with
no maximum system capacity. CXM® V4 is designed and priced
for the mid-sized call center offering the features demanded
by the largest call centers but with a price point palatable
for the mid-sized market.
About Co-nexus, Inc.
Co-nexus, Inc. is a privately held company based in Houston,
Texas. We strive to develop a comprehensive suite of
call logging and quality monitoring products that are
easy to use, competitively priced and customizable to
fit the needs of the small to medium size call center.
Our customers are our partners and we are committed to
providing the highest level of service and support to
each of them. For more information call 866.400.4CXM.
