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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:

is THERE

The Decisive Moments of Customer Service

the

Decisive Moment

In every
INTERACTION

PREPARE for
the Interaction

Workforce Optimization

Staffing & Scheduling

Performance Management

Best Practices

Skills Management
Incentives Management

Cross-Channel Journey

Loyalty Score

Preferences

Previous Activities

IMPROVE

Voice of the Customer


Real-time Analytics

Direct, Indirect, Inferred

Post-Interaction Analysis

Real-time Decisioning

Customer Intelligence

Continuously

SHAPE the
Interaction

Real-time Guidance &


Automation

Root-cause Investigation

Employee Evaluation

Corrective Actions

Coaching

Rewards

Guidance Scripts

Cross-enterprise Workflows

What Are Agents Struggling With?


Generate sales
Provide
Excellent
Customer
Service

Complying with
regulations &
internal policies

Understand
the
competition

Access and digest


large amount of
information

Keep handling
time low

Operate
desktop
applications

Handle
Complex
Processes

What if
A SUPER AGENT could handle every single interaction?

You could have an expert next to each agent,


guiding them through every interaction?

Consolidate data from


multiple applications
onto a Single View

Detect churn and


invoke proactive
?retention steps

Prevent mistakes
before they occur

Automate data
entry for the agent

Catch that sales


opportunity as it
arises

With NICEs Real-Time Impact Offering You Can!


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Real-Time Decision Making Capabilities

WORKFOR
CE
MANAGEM
ENT

Agent Skills

FIZZBACK

Feedback
Quality Scores
Scores

QUALITY
MANAGEM
ENT

CROSS CHANNEL
INTERACTION
ANALYTICS

Quality Scores

Insights from
interactions

REAL TIME
GUIDANCE

Real-Time
Decisioning Engine
REAL TIME
AUTOMATI
ON

KM

Produ
ct
Catal
og

Core
systems

Billing

CRM

Delivering Business Impact in Every Interaction


Process
Guidance

Process
Automation

DEMO

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

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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

2nd largest cable


television operator in the
Netherlands
Serves 1.9M customers
600 seats CC, 3 in
house, 3 outsourced

Improved Sales Effectiveness

Business Goals

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

Increase cross/up-sell
Increase Customer
satisfaction
Increase operational
efficiency reduce AHT,
data entry errors, training
Ensure business process
adherence

SmartCenter
COMPONENTS
Real-Time Process
Optimization
NICE Real-Time Sales
Decisioning

Up-sell and cross-sell advice based on information


from Clarify (CRM) , Clementine (Knowledge
Management), and Unica (Campaign Management)

Efficiency and Customer Satisfaction

Technical problem resolution support


Connected to Clarify and Technical Diagnostics
application Smart Script!

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

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

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 Results


100%
80%
60%
40%

Be fore

Afte r

Be fore

Afte r

20%
0%

Real-Time Impact

Control Group
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Asset Retention: Before


Asset
Retention?
Go to
Adesktop

YES

Create Call
Log In CCare
Navigate

Read
Balance

Over Defined
$ Value
YES

IP Top 200

NO

Route to BDD

Go to CCare
Go to CCare

Navigate
Navigate
(3 clicks)

Assign
team X

Assign local
rep based on
territory

YES
Find Internal
Wholesaler and
Team

Not Found

Assign to
regional
manager

Found

Read Field
Read Name
Field

Is Focus Group
of NW acct?

YES

Enter
information
(7 fields)

Exceptions

Go to KM
NO
Search
(3 clicks)

Read Team
Field

Create Quick
Call

Go to a
desktop

Enter balance

Click Send

15

Asset Retention: After


Asset
Retention?
YES

Create Call
Log In CCare

Create a
Quick Call

Go to a
Desktop

Enter
Information
Auto Paste

Click Send

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In summary
Key Product Differentiators

Scalability
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

Key Business Differentiators

Superior Decisioning
Capabilities

Business Benefits

Agility

State-of-the-art rule
engine

Completely UI-driven
(no coding)

Interfaces with all


desktop
technologies

Integrated report
designer

Runs predictive
models for real time
scoring
Agent quality drives
guidance levels

Clear demarcation
between business
analysts and
IT/Technical

Holistic, KPI Driven


Methodology
Integrated with the
NICEs world leading
Interaction Analytics
Built-in data
collection and
reporting
Closed loop Insightto-Impact cycle

Built-in, seamless
content distribution
framework

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Business Impact
Key Product Differentiators

Return on Your
Assets
Works on top of
existing systems, no
rip-and-replace, no
data mastering
Creates actionable
business insights
from existing data

Key Business Differentiators

Deliver Measurable
ROI
Payback period:
Under 7 months
Efficiency gains: AHT
reduction of 10%20%
Revenue
improvement:
increase of 10-15%,
Lead gen 20%-40%
growth

Business Benefits

Business & IT Agility

High User Adoption

Translate changes in
strategy, priorities to
field guidance

Agent Empowerment

Zero intrusion, zero


down time, zero risk
for the organization

Employee
Satisfaction Surveys
4.8 out of 5.0 score
No user training
needed

Time to value
measured in hours

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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

Real-Time
Process
Optimization

Real time process guidance and automation


Error reduction
Real 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 sales


Increase number of leads
Improve sales conversion rates