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CREATING PERFECT EXPERIENCES
Raghav Sahgal President, NICE APAC
PERFECTING CUSTOMER
EXPERIENCE
FIGHTING FINANCIAL
CRIME
THE NICE OFFERING
FIGHTING FINANCIAL
CRIME
SOCIAL MEDIA
MOBILE APPS
WEBSITE CHAT
IVR SELF SERVICE
CALL CENTER BRICK &
MORTAR
SOCIAL MEDIA
MOBILE APPS
WEBSITE CHAT
IVR SELF SERVICE
CALL CENTER BRICK &
MORTAR
SOCIAL MEDIA
MOBILE APPS
WEBSITE CHAT
IVR SELF SERVICE
CALL CENTER BRICK &
MORTAR
6
7
#XoT
The customers have a lot of knowledge
Customers have changed and expect the companies to do the same
BIG DATA can negatively impacts the experience
Increasing Compliance
OMNI Channel
Reducing the cost to serve
EMPOWERED CUSTOMERS expect service on their own terms
Xompliance Expect a seamless and consistent experience across all channels
Huge amounts of data collected across all channels
KNOW YOUR CUSTOMER
OPTIMIZE CUSTOMER JOURNEY
ACT IN REAL-TIME
Know what customers want and need and what should
be done about it
Reduce customer effort by optimizing the end-to-end
journey
Provide an immediate & personal solution
12
Ada
ptiv
e W
FO –
O
pera
tiona
l Effi
cien
cy
VOICE BIOMETRCIS
WORKFORCE MANAGEMENT
PERFORMANCE MANAGEMENT
MANAGED ANALYTICS ROBOTICS BACK OFFICE
The NICE Portfolio – Helping Create Perfect Experiences
Capturing Experiences ENGAGE - Multi Channel
Empl
oyee
Eng
agem
ent
Customer Experience JOURNEY ENABLED SOLUTIONS AND VOC
ECOSYSTEMS OF PARTNERS
FIGHTING FINANCIAL
CRIME
THE NICE GTM
BUSINESS SOLUTIONS
14
4 STRATEGIC DRIVRES
ENTERPRISE SOFTWARE COMPANY
PORTFOLIO
CLOUD
ANALYTICS
15
ENTERPRISE SOFTWARE COMPANY
PORTFOLIO
CLOUD
ANALYTICS
an ENTERPRISE ANALYTICS PORTFOLIO CLOUD COMPANY
NICE:
>150
Countries
> 35
Local Offices
~860 R&D
Professionals
~25,000 Customers
> 85% Fortune 100 Customers
1986 Founded
~3,500 Employees
$927M 2015 Non-GAAP
Revenues
ENTERPRISE SOFTWARE COMPANY
of
THANK YOU