Post on 25-Dec-2015
Agenda
2
Introducing the NICE Real-Time Impact Offering
Real-Time Guidance and Automation
Case Studies
Key Takeaways
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The Decisive Moments of Customer Service
INTERACTIONS:
the Decisive Moment
To help you Own
In everyINTERACTION
is THERE
Workforce Optimization Staffing & Scheduling Performance Management Best Practices Skills Management Incentives Management
Customer Intelligence Cross-Channel Journey Loyalty Score Preferences Previous Activities
Real-time Analytics
Real-time Decisioning
Real-time Guidance & Automation
Voice of the Customer Direct, Indirect, Inferred
Post-Interaction Analysis Root-cause Investigation Employee Evaluation
Corrective Actions Coaching Rewards Guidance Scripts Cross-enterprise Workflows
PREPARE for the Interaction
SHAPE the Interaction
Continuously IMPROVE
What Are Agents Struggling With?
Provide Excellent Customer Service
Understand the competition
Keep handling time low
Handle Complex Processes
Generate sales
Complying with regulations & internal policies
Access and digest large amount of information
Operate desktop applications
What if…
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You could have an expert next to each agent,guiding them through every interaction?
With NICE’s Real-Time Impact Offering – You Can!
Automate data entry for the agent
A SUPER AGENT could handle every single interaction?
Prevent mistakes before they occur
Catch that sales opportunity as it arises
Detect churn and invoke proactive
retention steps?
Consolidate data from multiple applications onto a Single View
REAL TIMEGUIDANCE
REAL TIMEAUTOMATION
Real-Time Decision Making Capabilities
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Product Catalog
Core systems Billing CRM
Real-Time Decisioning Engine
KM
WORKFORCEMANAGEMENT
QUALITYMANAGEMENT
CROSS CHANNELINTERACTION ANALYTICS
Agent Skills Quality ScoresInsights frominteractions
Quality ScoresFeedback Scores
FIZZBACK
Designed for both technical & business users
Visual, graphic process design
Business rules are defined using natural language
Quick testing & rollout to production
Flexible and Intuitive Design Environment
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Enabling IT with Business Agility
Completely UI-Driven (no coding)
Multi-profile users: business analysts, IT, technical integrators
Parallel Project Development
Time to Value Measured in Hours
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UPC Netherlands
BACKGROUND SOLUTION HIGHLIGHTS
IMPACT
SmartCenterCOMPONENTS
“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
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
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
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!
Real-Time Process Optimization
NICE Real-Time Sales Decisioning
INDUSTRY
Telecommunications
Nationwide Financial Services
Business Background/Objectives:
NFS is a leading provider of annuities, life insurance, retirement plans, and other financial services for individuals and institutional clients
The Challenge Improve Asset Retention process accuracy, empower reps with contextual knowledge push, improve customer experience
The Solution
Business rules and guidance for Asset Retention Process, special groups treatment alerts, inbound sales assistance
The Results
17% improvement in Asset Retention process accuracy
Real-Time Impact Control Group0%
20%
40%
60%
80%
100%
Before After Before After
Real-Time Impact Results
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Asset Retention: Before
Click Send
Go to Adesktop
Navigate
Go to CCare
Navigate
Read Field
Asset Retention?
Create Call Log In CCare
Go to a desktop
Exceptions
Assign to regional manager
Assign local rep based on
territory
Read Name Field
Go to CCare
Navigate (3 clicks)
Go to KM
Search(3 clicks)
Read Team Field
Read Balance
YES
YES
Over Defined $ Value
NO Route to BDD
YES
IP Top 200
Not Found
Found
YESIs Focus Group of NW acct?
NO
Assign team X
Find Internal Wholesaler and
Team
Create Quick Call
Enter
information (7 fields)
Enter balance
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Asset Retention: After
Asset Retention?
Create Call Log In CCare
YES
Click Send
Create a Quick Call
Go to a Desktop
Enter
Information
Auto Paste
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In summary
Key Product Differentiators Key Business Differentiators Business Benefits
ScalabilitySuperior Decisioning
CapabilitiesAgility
Holistic, KPI Driven Methodology
Proven architecture support for tens of thousands of simultaneous agents
Global tier-1 reference customers
Client-side decisioning
Built-in operational framework in support of hybrid local and remote locations
State-of-the-art rule engine
Interfaces with all desktop technologies
Runs predictive models for real time scoring
Agent quality drives guidance levels
Completely UI-driven (no coding)
Integrated report designer
Clear demarcation between business analysts and IT/Technical
Built-in, seamless content distribution framework
Integrated with the NICE’s world leading Interaction Analytics
Built-in data collection and reporting
Closed loop Insight-to-Impact cycle
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Business Impact
Key Product Differentiators Key Business Differentiators Business Benefits
Return on Your Assets
Deliver Measurable ROI
Business & IT Agility High User Adoption
Works on top of existing systems, no rip-and-replace, no data mastering
Creates actionable business insights from existing data
Payback period: Under 7 months
Efficiency gains: AHT reduction of 10%-20%
Revenue improvement: increase of 10-15%, Lead gen 20%-40% growth
Translate changes in strategy, priorities to field guidance
Zero intrusion, zero down time, zero risk for the organization
Time to value measured in hours
Agent Empowerment
Employee Satisfaction Surveys – 4.8 out of 5.0 score
No user training needed
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Value Proposition
Key Product Differentiators Key Business Differentiators Business Benefits
Ensure Process Compliance
Enforce predefined interaction processes and scripts to eliminate errors and exposure
Improve Operational Efficiency
Enhance interactions with agent guidance and automation to answer and resolve issues faster
Increase Revenue
Sense and respond to sales opportunities with best offer recommendation and sales guidance
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RTI Offering
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Real-Time Process Optimization
Real time process guidance and automationError reductionReal time decision support
Real-Time Activity Monitoring
Process analytics for comprehensive insight to back- and front-office productivity
Service To Sales
Turn service calls into salesIncrease number of leadsImprove sales conversion rates