Turning Insights into Real-Time Impact

R T I

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Customer

Customer Dynamics Optimisationwith

Real-Time Impact

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Intent

Capturecustomer and

business

Capture

Multi-Channel

Interactions

Analyze

Past

interactions

across channels

Insight

Analyze toreveal

Identify

Root Causes

Implement

Process

workflows and

business rules

ActReal-Time

Guidance,

Process

Automation,

Sales Support

Impact

Take actionto create

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Customer

The RTI Value Proposition…

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Value PropositionIncrease Revenue

Sense and respond to sales opportunities

and churn risks with best offer

recommendation and sales / retention

guidance

Improve Operational Efficiency

Streamline customer interactions with Agent

guidance and process automation

Ensure Process Compliance

Enforce predefined interaction processes and

scripts

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Business Objectives

Revenue Growth

Customer Retention

Efficiency

Quality of Service

Agent Analytics CustomerAnalytics

Insights from interactions

CRM Billing

Knowledge BaseMS Office

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A Brief demonstration of Real-Time Impact

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What we’ve seen…

• Customer service

– Speed, efficiency, vital seconds saved

– Offered right information at right time to answer customer query

• Sales opportunity

– Prompting agents to ask for useful information

– Guided to sell in line with best practises

• Stress efficiency gains

– Remove need to navigate numerous applications

– Potentially eliminate wrap-up time

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Customer RTI Business Agility?…

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Completely UI-Driven

(Links applications at

desktop)

No need for lengthy

resource hungry

integration

Parallel Project in

weeks not years !

Time to Value

Measured in Hours

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Customer Progression Steps…

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Production Rollout

Pilot Programme

Opportunity Assessment

Discovery Workshop

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Customer RTI Successes…

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Retail Utilities

Telecom Finance and Insurance

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ROI in less than 6-months

Solution roll-out in 8 – 12 weeks

20 seconds decrease in AHT

20% increase in plans sold per call

16% increase in lines sold per month

87% User endorsement (Agents)

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Q &A

© 2011 Business Systems UK Ltd & NICE Systems CONFIDENTIAL. DO NOT DISTRIBUTE

Or message us at:- marketing@businesssystemsuk.com

David Mason07971 360205

dmason@businesssystemsuk.com