Company Overview

Elix is one of the worlds leading providers of multimedia contact center and business solutions. Our products and services help organizations understand and manage customer interactions more efficiently as well as increase agent productivity, resulting in both enhanced profitability and customer loyalty.

Elixs suite of award-winning products enables organizations to manage customer interactions by offering their clients a wide selection of self-service and agent-assisted touchpoints, as well as customer experience monitoring. Our touchpoint solutions feature state-of-the-art Computer-Telephony Integration (CTI), Interactive Voice Response (IVR), Text-to-Speech (TTS), Internet, Automatic Speech Recognition (ASR), VoiceXML, CCXML, Wireless Communications, and fax processing.

The Elix team strives to excel in delivering the most comprehensive software tools that ease implementation and management of automated customer interaction applications. Using leading-edge technologies, professional services, and partners worldwide, we empower organizations to maximize customer lifetime value.

Elixs impressive suite of award-winning products is the answer to customers' evolving interaction needs:

-Elix IVS for Windows 2000: One of the most powerful IVR solution on the market today -Elix Maestro: A highly scalable communications platform -Elix Presto: The fastest, most cost effective plug-in reporting tool for Genesys environments -Elix Impresario: A feature-rich CTI toolkit designed to empower contact centers deliver the best level of customer service possible.

Elixs commitment to excellence also includes first-class consulting and integration services, training and award-winning suite of products. A leading Genesys deployment specialist since 1995, Elix offers Genesys expertise, integration tools and Genesys-certified training that empower contact center managers with turnkey solutions.

Elix is headquartered in Montreal, Canada, with worldwide presence via an extensive network of VARs and solutions installed in over 46 countries. Today, Elix counts among its customers such prestigious names as ABN-AMRO, Air Canada, Bell Canada, Clarica, CP Rail, Desjardins Bank, Duke Energy, Ericsson, France Telecom, Gallup, Microcell, NCR, Nortel Networks, Ontario Lottery Corporation, Revenue Canada, SingTel, Teleglobe, TeleTech, Telus, Unisys, Verizon, Visa, and Wal-Mart. Investors like Intel Communications Funds, Fondaction (CSN), and GTI Capital all support Elixs business objectives.

Elix combines 14 years of experience in the field of customer interaction automation. Elix was created in May 2000, following the merger of PRIMA and MediaSoft Telecom Inc., two equally prominent leaders in contact center solutions and interactive communication software. Merged as a new entity, the momentum of unprecedented growth set by these two recognized industry leaders continues today under the new Elix banner and a new corporate mission.

Company Information

Additional Details

Legal Name: BCE Elix

Number of Employees: 75

Contacts

Services

• Elix Academy

  Elix Academy is at your service to offer training to better understand and benefit from Elixs and Genesys technologies. Elix Academy offers a wide range of training solutions and services that can be adapted to your particular environment, technology and needs. Our training is designed to ensure that professionals are proficient from day one in touchpoints technologies such as Elixs IVS, Maestro, Impresario, Presto or Genesys solutions.

• Integration Service

  Over the years, Elix has worked with a wide range of customers, such as insurance firms, financial institutions, government agencies, telecommunication companies and call center outsourcers. Regardless of the industry, Elix has embraced and successfully implemented many technological innovations for numerous clients.

  In the past, many companies have used IVR platforms as a telephony-entry gateway to their contact center. In addition, speech-enabled services are today becoming an increasingly necessary component as a result of the booming wireless industry. Elix partners with leading developers of ASR and text- to-speech technologies to provide innovative voice solutions to clients.

  Typical integration services include:

  -Project management -Systems and architecture design -Deployment strategy planning -Integration with multi-platforms (PBX, Network) -ASR (advanced speech recognition) with Nuance and SpeechWorks -IVR integration -Complete CTI integration

  A strong team of professionals who are extremely knowledgeable about all aspects of contact center operations and the latest technologies available to support them backs our services.

Products

• Elix Impresario

  Elix Impresario is a feature-rich, out-of-the-box CTI toolkit for contact center agent desktops that synchronizes screen-pops with other desktop services. It delivers superior customer service by providing agents with key information for a rapid response to all queries.

  Elix Impresario facilitates and accelerates Genesys CTI solution integration and delivers an immediate return on investment. This user-friendly, agent-assisted touchpoint product provides off-the-shelf applications such as a soft- phone, real-time statistics, and alert message displays. It manages inbound/outbound calls, e-mail, chat, co-browse and callback, provides centralized management of statistics, messages, and agent groups, and works with any switch type.

• Elix Ivr-in-front

  Elixs IVR-in-front solution handles the call before it is distributed to the PBX, thus avoiding routing predictions and costly telecom intelligent network services by using static incoming call distribution across diverse farms of IVR ports.

  This unique implementation provides an opportunity to prescreen numbers before giving any audible feedback. Under certain conditions, calls may be intentionally deflected with a busy signal. This Elix feature improves customer service by maintaining a reasonable expected wait time for answered calls and preserving a target service level for higher-tier customers. Calls are qualified within the IVR to establish the required agent skills and caller priority.

• Elix Ivs

  Elix IVS for Windows 2000, one of the most powerful IVR solutions on the market today, is a feature-rich development platform designed to build, run, and manage an interactive voice services infrastructure. This development platform helps provide single or multiple services and applications, including IVR systems and other computer-telephony applications.

  Resource optimization and cost reduction are crucial concerns for customers. IVS for Windows 2000 is the ideal development platform to build customized IVR solutions quickly and easily. From the simplest of systems to the most complex, the platform enables delivery of custom solutions that answer all CTI needs.

• Elix Maestro
• Elix Presto

  Integrated into a global contact center solution, Elix Presto acts as a reporting tool for Genesys environments. Specifically designed to save time and money, Elix Presto is a selective cradle-to-grave data collection engine that enables contact center managers to quickly and easily generate skills-based and custom reports on standard Genesys statistics. The tool provides immediate access to the data needed to effectively manage a contact center, while enabling lower operating costs through enhanced agent productivity, minimal training requirements, and reduced system and storage requirements. The tool offers high availability and hot standby, and supports multiple database engines.

NAICS Categories

• 517210 Wireless Telecommunications Carriers (except Satellite)

Additional Information