Reference
Answers, terms, comparisons.
The questions that really get asked in projects — plus a glossary for tender documents and an honest comparison with the alternatives.
FAQ
Common questions from projects.
Rollout & operations
How long does the rollout take?
An appointment portal is live in four to six weeks. For a call-up system with terminals we reckon on two to three months per location, depending on hardware and network.
Who maintains services and opening hours?
Your own department, with no IT ticket. Changes are approved by role and logged — by chat as well, if you like.
What happens if the network goes down?
Terminals and call-up displays keep working from a local buffer; tickets are synchronised once the connection is back.
Is there training for the team?
Yes: counter staff, team leads and administration separately, on site or remote. Recordings stay available.
AI & data protection
Where does the assistant get its answers from?
Solely from your approved knowledge base and the functions of NexCX. With no match it refers to a person instead of guessing.
Is our data used for training?
No. Processing in EU data centres, no disclosure, no use for training. The details are in the data processing agreement.
Can citizens decline the AI?
Yes. Every dialogue offers the way to a person and to the phone; no matter can be settled by AI alone.
How is quality monitored?
Conversation logs, match rate and handover rate are visible in the reporting — the basis for maintaining the knowledge base.
Pricing & procurement
What does getting started cost?
That depends on the package — interactions per month, tenants, locations and the hardware you want. View all packages
Do you support us with the procurement?
We supply the specification of services, the price sheet and the evidence.
Glossary
Terms that come up in tenders.
Explained briefly, in the sense we use them in a project.
- Customer Journey Management (CJM)
- The management of every touchpoint of a visit — from booking the appointment through the call-up to the analysis.
- Call-up system
- A system that calls waiting people by rules: ticket, priority, counter assignment, display and voice announcement.
- Multi-tenancy
- Several organisational units in one system with separate data, their own opening hours and shared analysis.
- Mobile ticket
- A queue number on your own device, including position and call-up notification — with no app to install.
- MCP (Model Context Protocol)
- An open standard through which AI assistants invoke functions of a specialist system — with a permission check on every call.
- HL7 / FHIR
- Standards for data exchange in healthcare, here for patient data and appointments from the hospital information system.
- BITV 2.0 / WCAG 2.1 AA
- Binding requirements for digital accessibility applying to public bodies in Germany.
- Non-attendance (no-show)
- The share of booked appointments nobody turns up for. Reminders and easy cancellation bring the rate down.
- Service time vs. waiting time
- Waiting time ends with the call-up, service time is the handling at the counter. Both are measured separately.
- OZG process
- A digital application route under the German Online Access Act; appointments can attach to it as a building block.
Comparisons & alternatives
When which solution pays off.
We are not the right solution for every organisation. This overview also says when an alternative makes more sense.
| Criterion | Smart CJM | In-house development | Standalone appointment tool |
|---|---|---|---|
| Appointment, call-up and analysis connected | Smart CJM Yes | In-house development Possible, with effort | Standalone appointment tool Rarely |
| Time to the first location | Smart CJM 4–6 weeks | In-house development 6–18 months | Standalone appointment tool 2–4 weeks |
| Accessibility documented | Smart CJM Tested against BITV/WCAG AA | In-house development Own audit required | Standalone appointment tool Varies |
| Operation in your own data centre | Smart CJM Possible | In-house development Yes | Standalone appointment tool Usually not |
| Ongoing development | Smart CJM Included in the price | In-house development Own budget | Standalone appointment tool Depends on the vendor |
We are a fit when …
- several locations or tenants are involved
- appointments and on-site operations are thought through together
- evidence for procurement and accessibility is needed
We are not a fit when …
- all that is wanted is a simple appointment page for a single counter
- there is no need for analysis or for multiple locations
- an existing specialist system already handles the management