Contact Center Solutions Featured Article

Forrester Research Acknowledges NexJ's Capabilities in CRM

March 23, 2011

Forrester Research, an independent research firm, has evaluated NexJ Systems’ Customer Relationship Management (CRM) solution NexJ Contact. Forrester has concluded that NexJ Contact’s strength lies in CRM business processes for the insurance and finance sectors.


The solution’s processes that were evaluated include management of claims, cross-selling at sales and service points, distribution of leads, channel management and origination of accounts.

In a release, Paul DeVriendt, senior vice president – Products, NexJ Systems, said, "We feel the research conducted by Forrester provides further evidence that NexJ has a superior CRM solution for financial services and insurance. In-depth industry experience and vertical market focus are among the assets NexJ possesses that differentiates us from our competition."

NexJ Contact auto-completes forms to open new accounts, based on the lead and prospect information that already exists in the database. This credits the solution with a strong ‘account origination’ process. The solution was also found to have a strong ability to identify, record and track prospects, leads and referrals from resources like the client base.

NexJ Contact has a customer-centric approach and the ability to propose products and service based on interaction history and client profile. The solution’s integration with back office applications have made it strong in claims management. NexJ Contact automatically maintains the status of the claim throughout its entire lifecycle. This information can be instantly accessed by the customer.

One of the main ways of reducing claim leakage is through the implementation of an efficient First Notice of Loss process. To fix this, NexJ leverages its Business Process Wizard to configure a First Notice of Loss process that guides call center representatives, customers and agents through processes and business practices, capturing data, triggering workflows, assigning tasks to the appropriate parties, synchronizing data with essential back-office systems, and generating necessary forms and communications through to claims adjusters. The status of the claim is automatically maintained and is always instantly available to the customer throughout the claims life cycle.


Calvin Azuri is a contributing editor for ContactCenterSolutions. To read more of Calvin’s articles, please visit his columnist page.

Edited by Janice McDuffee



Home