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.

Six women and men are shown representing different agent statuses: failing to meet KPIs, on break, idle, meeting KPIs, in training, and requesting help. Each is framed in a colored circle with a label indicating their status.

Real-Time KPI’s

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

Agent is on Target, KPI's are Successful

Screenshot of an office layout on a computer screen with multiple workstation desks, a central meeting area, and icons representing people and statuses. The top bar shows notifications and a search bar.

Agent is Not Meeting Expectations, KPI's are Unsuccessful

Floor plan of a call center with worker stations and employee icons, color-coded for teams or roles, with some labeled desks for support, survey, and support teams.

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

Agent Status Will Exist Along the Supervisor’s Header

Office floor plan with employee photos in purple circles and a toolbar showing different alert categories in various colors. The purple category indicates agents needing help.

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.

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.

Command Center/Metrics Boardroom

A presentation slide on a screen in a conference room shows campaign data with green and red arrows, percentages, and times for various metrics.

Agent Kudos and Times Square Ticker

3D office layout with multiple workstations, conference rooms, common areas, and a birthday celebration for Jason Hunnicutt.
Screenshot of a dropdown menu with options for Auto Shout Out, Custom Shout Out, and a submenu with FCR, AHT, ABT, and Survey.

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.

Screenshot of a virtual meeting interface showing a voting menu with options to raise hand, agree, disagree, can't hear you, and bio break. An agent is categorizing requests as urgent or casual, with visual indicators of urgency through arrows and icons.

Our BPO Services Feature The Most Cutting-Edge CCaaS Technology