NICE Real-Time Impact – Customer Case Studies

March 2011

2nd largest cable television operator in the Netherlands

Serves 1.9M customers

600 seats CC, 3 in house, 3 outsourced

Business Goals Increase Customer

satisfaction Increase operational

efficiency – reduce AHT, data entry error, training time

Ensure business process adherence

Increase cross-sell and up-sell

Up-sell and cross-sell advice based on information from Clarify or from Clementine + Unica

Technical problem resolution support. Connected to Clarify and Technical Diagnostics application – Smart Script!

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

Key Differentiators Overwhelming pilot results Speed to develop and deploy Minimal IT involvement needed

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

UPC Netherlands

Leading energy supplier, provide gas, electricity and home repair services

1,800 seats CC IT environment:

Siebel 6, Terminal emulators, Web KM

Deal: > £850k

Business Goals Reduce AHT Improve sales

through service conversion

Improve customer experience

Service up-sell. Product matrix and scripting are maintained in Real-Time Guidance & Automation Best offer call outs

AHT reduction features: Auto call wrap up Call transfers ‘Electronic’ phone directory

QOS improvement features, quick click to access

Key Differentiators Ability to address the contradicting goals

of increasing revenue and reducing operational cost

BGS have realized an ROI after only four months of using the solution

Sales increased by 32%, followed by an additional 8% increase

AHT reduction of 6%

What’s Next: Re-launch sales

campaign using RTGA Expand to other parts

of BG – additional 3000 seats

British Gas Services

Leading telecommunications provider in Europe and Latin America

Deployed Real-Time Guidance & Automation in 2007 for business and private, fixed and wireless subscribers

Recently expanded to Technical Support

Business Goals Customer retention AHT reduction Mobile service up-sell Policy adherence

Footprint in over 6000 seats AHT reduction – retrieve relevant data

from CRM and knowledge base Billing, fees, contracts Customer profile Cross application data access

Up-sell – Best product/service to offer Alert on promotions

Compliance – operational and information alerts Billing complaint process Invalid or missing customer data Scripts of sensitive information Risk level of the client

Telefonica

Customer since 2004 Validated ROI on first

deployment Expanded the

solution throughout the organization

Solution implemented in over 1500 seats and 8 different locations

Business Goals Regulatory

compliance Operational efficiency Sales effectiveness Back office process

support

Compliance – State-based rules and regulations

provided to reps Error reduction

Efficiency – Smart links to knowledge pages

Context-based cross-sell – Business-driven rules, feedback

collection, reporting tools

Key Differentiators IT & Business agility - business users

can control the system and introduce new/changed functionality

Deep Avaya integration Support complex business processes

and high call volume

Auto Sales & Service - -5% AHT, +11% Sales

Back Office - reduced errors to nearly zero

What’s Next: Expand solution to 2

additional companies in AIG group

Product upgrade

21st Century / Farmers

2000 seats contact center

Selling wireline plans and lines to SMB business

The Challenge Increase sales of new

plans and additional lines for existing customers

Improve efficiency

Real-time best offers Selling scripts & tips, objection handling Smart links to competitive info

17% improvement in Lines sales

20% improvement in Plans sales

20% improvement in AHT

Tier-1 N. American Telecommunications Service Provider

A leading provider of annuities, life insurance, retirement plans, and financial services

400 seats

The Challenge Improve customer

experience Empower agents with

contextual knowledge Improve Asset

Retention process accuracy

Business rules and guidance for Asset Retention process

Special groups treatment alerts Inbound sales assistance

17% improvement in Asset Retention process accuracy

Nationwide