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NICE Real Time Impact Offering

NICE Real Time Impact Offering. Turning Insights into Real-Time Impact. Agenda. Introducing the NICE Real-Time Impact Offering Real-Time Guidance and Automation Case Studies Key Takeaways. To help you Own. INTERACTIONS:. The Decisive Moments of Customer Service. is THERE.

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NICE Real Time Impact Offering

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  1. NICE Real Time Impact Offering Turning Insights into Real-Time Impact

  2. Agenda • Introducing the NICE Real-Time Impact Offering • Real-Time Guidance and Automation • Case Studies • Key Takeaways

  3. To help you Own INTERACTIONS: The Decisive Moments of Customer Service isTHERE theDecisive Moment In every INTERACTION

  4. Continuously IMPROVE SHAPE the Interaction PREPARE for the Interaction Real-time Analytics Real-time Decisioning Real-time Guidance & Automation • Workforce Optimization • Staffing & Scheduling • Performance Management • Best Practices • Skills Management • Incentives Management • Customer Intelligence • Cross-Channel Journey • Loyalty Score • Preferences • Previous Activities • Voice of the Customer • Direct, Indirect, Inferred • Post-Interaction Analysis • Root-cause Investigation • Employee Evaluation • Corrective Actions • Coaching • Rewards • Guidance Scripts • Cross-enterprise Workflows

  5. What Are Agents Struggling With? Generate sales Provide Excellent Customer Service Complying with regulations & internal policies Keep handling time low Understand the competition Handle Complex Processes Access and digest large amount of information Operate desktop applications

  6. What if… You could have an expert next to each agent, guiding them through every interaction?  Prevent mistakes before they occur Automate data entry for the agent Catch that sales opportunity as it arises Detect churn and invoke proactive retention steps? Consolidate data from multiple applications onto a Single View With NICE’s Real-Time Impact Offering – You Can! A SUPER AGENT could handle every single interaction?

  7. Real-Time Decision Making Capabilities WORKFORCE MANAGEMENT CROSS CHANNEL INTERACTION ANALYTICS QUALITY MANAGEMENT FIZZBACK REAL TIME GUIDANCE Insights from interactions Feedback Scores Agent Skills Quality Scores Quality Scores Real-Time Decisioning Engine REAL TIME AUTOMATION KM Product Catalog Core systems Billing CRM 8

  8. Delivering Business Impact in Every Interaction Process Guidance Process Automation 9

  9. demo

  10. Flexible and Intuitive Design Environment Designed for both technical & business users Visual, graphic process design Business rules are defined using natural language Quick testing & rollout to production 11

  11. Enabling IT with Business Agility Completely UI-Driven (no coding) Multi-profile users: business analysts, IT, technical integrators Time to Value Measured in Hours Parallel Project Development 12

  12. UPC Netherlands BACKGROUND SOLUTION HIGHLIGHTS • 2nd largest cable television operator in the Netherlands • Serves 1.9M customers • 600 seats CC, 3 in house, 3 outsourced • Business Goals • Increase cross/up-sell • Increase Customer satisfaction • Increase operational efficiency – reduce AHT, data entry errors, training • Ensure business process adherence Improved Sales Effectiveness • Up-sell and cross-sell advice based on information from Clarify (CRM) , Clementine (Knowledge Management), and Unica (Campaign Management) Efficiency and Customer Satisfaction • Support the process of dispatch of engineers to the field. Connected to Dispatch application • Credit tool – real time calculation for credits to be issued to customers Technical problem resolution support • Connected to Clarify and Technical Diagnostics application – Smart Script! IMPACT • Sales conversion rate up 39.5%, vs. control group (w/o the solution) = • €1.88M per year • AHT reduction of 23 sec = €847K per year “NICE has delivered on all counts. During the time it has been in use at our call centers, it has driven a significant reduction in AHT and a measurable increase in the success of sales promotions and in service-to-sales conversion rates. NICE has become an indispensable aide in our call center agents’ daily working environment.” Marco Vianen, Vice President of Customer Operations, UPC Netherlands SmartCenterCOMPONENTS • Real-Time Process Optimization • NICE Real-Time Sales Decisioning INDUSTRY Telecommunications

  13. Nationwide Financial Services Real-Time Impact Results 14

  14. Asset Retention: Before Go to Adesktop Go to a desktop Asset Retention? Over Defined $ Value Is Focus Group of NW acct? IP Top 200 YES Navigate Assign to regional manager Assign local rep based on territory Find Internal Wholesaler and Team Assign team X Exceptions Create Quick Call Route to BDD Create Call Log In CCare Read Balance YES Enter balance YES NO Not Found Go to CCare Go to CCare Enter information (7 fields) YES Search (3 clicks) Navigate (3 clicks) Navigate Read Field Found Read Name Field Go to KM NO Read Team Field Click Send 15

  15. Asset Retention: After Go to a Desktop Enter Information Auto Paste Asset Retention? YES Create Call Log In CCare Create a Quick Call Click Send 16

  16. In summary Key Product Differentiators Key Business Differentiators Business Benefits 17

  17. Business Impact Key Product Differentiators Key Business Differentiators Business Benefits 18

  18. Value Proposition Key Product Differentiators Key Business Differentiators Business Benefits 19

  19. RTI Offering

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