NICE Real Time Impact Offering

Turning Insights into Real-Time Impact

Agenda

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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

Delivering Business Impact in Every Interaction

Process Automation

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Process Guidance

DEMO

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