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Technology

From omni-channel communication to real-time booking sync, our platform brings all your systems into one powerful ecosystem. Streamline workflows, boost conversions, and deliver a seamless guest experience through tech that scales with you.

What Does Our Technology Offer?

Nexia Flow connects every customer touchpoint with your booking engine in real time, turning conversations into confirmed reservations. No chaos, no channel hopping — just one smooth flow that keeps your team efficient and your guests happy.

See Nexia Flow in Action
/ Features

Nexia Flow Platform Functionalities

Our platform brings every operational, communication, and booking feature into one unified ecosystem — so your team can stop juggling tools and start delivering effortlessly.

Administration

  • Configuration of active channels: voice, mail, chat, click to call, WhatsApp, networks
  • Intelligent routing according to the designed strategy, assigns agents, services and priorities based on skills and languages.
  • Call and screen recordings
  • Quality evaluation
  • Real time reporting of agents and services

Nexia Flow

  • It generates a customer profile and automatically associates all interactions with it.
  • It guides the agent and provides information to efficiently manage each interaction.
  • The agent collects the basic booking quote data in our application.
  • It orchestrates customer requests: new booking, modification, cancellation, information… integrated with your systems.

Booking Engine

  • Flow sends the booking parameters to the booking engine (GET method) at the hotel's URL.
  • On the hotel's website, the agent finalizes the selection of room type, meal plan, etc.
  • It allows for active promo codes in the engine and exclusive booking codes to adjust the price.
  • It uses the payment methods already established in the engine, e.g., email payment link.

Genesys Agent

  • 100% cloud, the agent accesses a secure URL and identifies himself with his credentials.
  • The agent manages their statuses, if available they receive interactions from any channel with the configured priorities or rules.
  • Nexia Flow guides the agent and provides them with information to efficiently manage each interaction.
  • Our platform orchestrates the client's requests: new booking, modification, cancellation, info... integrated with your systems.

Repository

  • Nexia Flow automatically associates all managed interactions to the customer profile.
  • Generate a data repository by integrating agent – interaction – customer – booking

Back / Extranet

  • Redirige al back office o extranet del cliente abriendo la reserva para gestionar modificaciones, cancelaciones

Data Analysis and Traceability

  • Historical customer history of all interactions through any available channel (voice, email, chat, WhatsApp, etc.), the requests handled in each case, and their relationship to each reservation.
  • Productivity and business together. This includes connection times, average management times, managed interactions, conversion rates, sales, cancellation rates, and net revenue.
/ Features

Nexia Flow Platform Functionalities

Our platform brings every operational, communication, and booking feature into one unified ecosystem — so your team can stop juggling tools and start delivering effortlessly.

Administration

  • Configuration of active channels: voice, mail, chat, click to call, WhatsApp, networks
  • Intelligent routing according to the designed strategy, assigns agents, services and priorities based on skills and languages.
  • Call and screen recordings
  • Quality evaluation
  • Real time reporting of agents and services

Frictionless

  • We take advantage of your engine, it does not require any type of system integration or additional mapping
  • We use the payment methods already established in your booking engine

Genesys Agent

  • 100% cloud, the agent accesses a secure URL and identifies himself with his credentials.
  • The agent manages their statuses, if available they receive interactions from any channel with the configured priorities or rules.
  • Nexia Flow guides the agent and provides them with information to efficiently manage each interaction.
  • Our platform orchestrates the client's requests: new booking, modification, cancellation, info... integrated with your systems.

Repository

  • Nexia Flow automatically associates all managed interactions to the customer profile.
  • Generate a data repository by integrating agent – interaction – customer – booking

Data Analysis and Traceability

  • Customer: You have a history of all their interactions through any available channel voice, email, chat, whatsapp... the requests handled in each case and their relationship with each booking
  • Agent: analyzing productivity and business together. Both connection times, average management times, managed interactions... such as conversion rates, sales, cancellation percentage, net revenue...
/ Our Approach

Why Hotels Choose Nexia

Because we deliver more than service — we deliver results.

Call Center Solution Design

We start by understanding your needs. Every strategy begins with insight and planning.

  • Requirements gathering
  • Process and needs analysis
  • Definition of service structure
  • Resource and technology planning

Systems and Technology

Our technology defines us. From PBX systems to ACD and CTI integrations, we deliver efficiency and intelligence.

  • Needs identification
  • Communications structure setup
  • Integration and testing
  • Continuous evaluation of innovations

Process Definition

We establish clear, repeatable, and efficient procedures to ensure consistent service quality.

  • Internal communication setup
  • Operations documentation
  • Product and process manuals
  • Continuous improvement control

Selection and Recruitment

People are the core of our service. We recruit, train, and empower professionals who embody your brand values.

  • Multichannel profile definition
  • Candidate screening and evaluation
  • Group and individual interviews
  • Cultural and skill alignment

Training and Development

We invest in talent through ongoing education — transforming agents into true brand ambassadors.

  • Customer service fundamentals
  • System and software training
  • Sales and communication techniques
  • Continuous performance coaching

Call Center Operations

Where strategy becomes reality — our skilled team executes your customer service with precision and care.

  • Operational management & reporting
  • Real-time supervision
  • Multichannel service delivery

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