Choosing The Right BPO Contact Center Provider

As businesses focus on their core capabilities and seek to leverage a BPO contact center partner to help deliver superior customer care, choosing the right provider to become an extension of your organization is critical.

Our BPO Services Feature The Most Advanced CCaaS Technologies

Enhanced Avatar Functions

NexGen Contact Solutions leverages NexGen Virtual Office's advanced technology to offer a comprehensive agent management program. Agents can seamlessly collaborate with colleagues, access advanced communication tools, and receive real-time support, leading to improved performance and job satisfaction.

Digital floor plan of an office with designated workspaces, conference rooms, and employee icons.
A digital status dashboard with six agents in different states, each represented by a portrait and a color-coded circle. The states shown are failing to meet KPIs, on break, idle, meeting KPIs, in training, and requesting help.

Real-Time KPI’s

Hover Over Each Agent to Receive Real-Time KPI’s and Performance Metrics

Agent is on Target, Real-Time KPI's are Successful

How Do We Effectively & Efficiently Understand Our Call Center Floor?

Agent Status Will Exist Along the Supervisor’s Header

Office floor plan showing employees, desks, and a navigation toolbar with color-coded categories and icons.

The Command Center & Metrics Boardroom provides real-time campaign performance reports in a dashboard format. This boardroom is an accessible space in your virtual office environment, limited to authorized users.

Agent Kudos and Times Square Ticker

Screenshot of a dropdown menu with options for auto shout out, custom shout out, FCR, AHT, ABT, and survey, with a profile icon of a smiling man in a suit and a computer cursor hovering over the menu.
Office workspace with multiple desks and computers, lounge area with seating, and a reception desk. A yellow arrow points to a corner with text saying 'Highest Sales' and a birthday message for Jason Hunnicutt.

Agent is Not Meeting Expectations, Real-Time KPI's are Unsuccessful

Digital illustration of a call center floor plan with workstations, employee avatars, and support icons.

NexGen Virtual Office equips managers with powerful analytics and monitoring capabilities, enabling them to effectively oversee and optimize agent performance, enhance team collaboration, and make data-driven decisions to drive operational efficiency.

Our use of purpose-built AI-driven monitoring tools enables proactive and personalized support, setting NexGen apart from traditional BPOs.

Command Center/Metrics Boardroom

Presentation slide with campaign data, including percentages, times, and acronyms, displayed on a whiteboard in a conference room.

The agent kudos and scrolling ticker function allows supervisors to shout-out and publicly acknowledge agents based upon real-time KPI’s met and to boost morale.

The supervisor can right-click on an agent avatar to engage with the shout out functions manually at will.

Advanced Hand Raising

The hand-raising functionality allows a supervisor to see that a hand is raised while looking at the entire call center floor. An icon appears above an agent’s avatar to indicate that they need assistance. The agent, when raising their hand, is able to prioritize the urgency of their request between “urgent” and “casual”. The supervisor is then able to see the icon indicating that an agent needs help.

A screenshot of a communication interface labeled 'Agent Interaction' with options for categorizing requests, including 'None,' 'Raise Hand,' 'Agree,' 'Disagree,' 'Can't hear you,' and 'Bio Break.' There are two cartoon-style agent icons, one marked with an exclamation point, indicating urgency, and the other labeled 'Casual.' A text box explains that agents can categorize requests to improve efficiency by reaching out to urgent requests first.