Every call answered, with the record on screen.
Calls come into the same platform as the rest of the work. The caller’s claim, shipment or account is already open when the phone is picked up. The assistant listens and takes notes, and the transcript lands on the record it belongs to.
The right team picks up, first time.
Each number rings a queue, and each queue belongs to a team, a site and a set of opening hours. Callers who wait too long are offered a call-back, and nobody loses their place.
- Local numbers for each site and country
- Queues with hours, overflow and call-backs
- The caller’s record opens before the call is answered
Recorded only where the law allows it.
What a caller hears before recording starts depends on the country they call from. The rules are set once, in plain words, and every call follows them.
- Consent messages by country and language
- No recording until the caller has been told
- Each rule shows who set it and when
Answer in the caller’s language. Keep what was said.
Install voices for the languages your callers speak, including voices that run on your own hardware. Transcripts are kept for as long as you decide, with personal details hidden from people who should not see them.
Voices and languages
- Voices that run locally
- Languages added per queue
- Switch language mid-call when the caller does
Transcripts
- Retention set per queue
- Card numbers and health details hidden
- Each transcript linked to its record
About calls and the contact centre.
Do we need a separate phone system?
No. Numbers, queues and voices are set up inside Nexus, and calls arrive on the same screens your team already uses. Existing numbers can be moved across.
Can the assistant answer calls on its own?
Only where you allow it, and only for the questions you choose. Anything else goes to a person, with the notes the assistant has taken so far.
Where are recordings kept?
Where the rest of your data is: in our EU cloud, in your data centre, or offline.
Go deeper
Hear it on one of your queues.
Bring the queue that is hardest to staff. We will show calls, transcripts and the record side by side.