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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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Nice real time impact offering

NICE Real Time Impact Offering

Turning Insights into Real-Time Impact


Agenda

Agenda

  • Introducing the NICE Real-Time Impact Offering

  • Real-Time Guidance and Automation

  • Case Studies

  • Key Takeaways


Nice real time impact offering

To help you Own

INTERACTIONS:

The Decisive Moments of Customer Service

isTHERE

theDecisive Moment

In every

INTERACTION


Nice real time impact offering

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


What are agents struggling with

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


What if

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?


Real time decision making capabilities

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


Delivering business impact in every interaction

Delivering Business Impact in Every Interaction

Process Guidance

Process Automation

9


Nice real time impact offering

demo


Flexible and intuitive design environment

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


Nice real time impact offering

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


Nice real time impact offering

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


Nationwide financial services

Nationwide Financial Services

Real-Time Impact Results

14


Asset retention before

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


Asset retention after

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


In summary

In summary

Key Product Differentiators

Key Business Differentiators

Business Benefits

17


Business impact

Business Impact

Key Product Differentiators

Key Business Differentiators

Business Benefits

18


Value proposition

Value Proposition

Key Product Differentiators

Key Business Differentiators

Business Benefits

19


Rti offering

RTI Offering


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