NICE REAL-TIME SOLUTIONS Karen Inbar

NICE Real-Time Solutions

Demo

Q&A

3

INTERACTIONS:

The Decisive Moments of Customer Service

4

Service Complexity

Listen to the customer Attempt a

sales offer

Consult the knowledgebase

Adhere with regulations

Summarize call wrap-up

notes

Complex Processes

Repeat Tasks

Ask the right

questions

Mind the number of

calls waiting

Avoid manual entry &

process errors

Access customer

information

Multiple Systems

077-9663851

Rewards Credit Card

What’s Missing?

ACCESS DECIDE ACT IMPROVE

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8

Real-Time Solutions

How Does It Work?

9

Agent Skills Quality Scores

WEB WINDOWS TERMINAL CRM KM

CROSS CHANNEL INTERACTION ANALYTICS

QUALITY MANAGEMENT

WORKFORCE MANAGEMENT NICE FIZZBACK

Feedback

Scores

Quality

Scores

Offline /Real-

Time Speech

Employee

Skills

NICE Applications

REAL -TIME GUIDANCE

PROCESS AUTOMATION

Employee Desktop

DESKTOP APPLICATION ANALYTICS Real-Time

Decisioning

DESKTOP PROCESS ANALYTICS

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Real-Time Solutions

MONITOR:

Bottlenecks, best practices

NAVIGATE:

On-screen guidance, complex processes

AUTOMATE:

Routine tasks, error prone processes

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Real-Time Service Optimization

Measure

Optimize

Identify

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Continuous Improvement for Service Optimization

your process

inefficiencies &

best practices

effectiveness of

the business

rules applied

processes with

guidance &

automated flows

for agents

Monitoring Agent Desktop Activities

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Identifying top/low performers

Discovery of best practices

Locating process bottlenecks

and inefficiencies

As an input feed to WFM for

schedule adherence

Used For…

Increase efficiency

Ensure process adherence

of workers across the

enterprise

Applications used and web

sites accessed

Tasks performed

Insights derived from out-

of-the-box and custom

reports

Monitoring…

Idle time, screen lock time,

log-in time

DESKTOP APPLICATION & PROCESS ANALYTICS

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Application Monitoring Usage

29.2

10.1 7.4

5.9

5.3

4.8

4.6

4.0 Notepad

IExplore

CRM

Outlook

Qteam Link Messenger

IEEMBED

Excel

Power Point

Charles C

John D

Sophie B

Robert M

Ronald O

Honey B

Patrish F

Zubin M

Maia V

Justin T

Discovered PowerPoint

was being used during

processes to supplement

training gaps

Notepad Usage too high

No Notepad Usage,

i.e. no documentation

Duration in seconds

Application Analysis Report

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Audry M

Carrie R

Charlotte H

Creighton K

Jerry N

Kelly D

Leah E

Mark G

Mary H

Robert S

Sherry M

Timothy C

Tina O

Vanessa H

Business Lock IDLE Non Business

Employees’ non-

productive time = low

utilization

Shaping Interactions with Real-Time Guidance

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New/complex processes

Next-best-action

Consistency

Onboarding

Used For…

Guidance…

Improved Efficiency

Customer Experience

Real-Time

Contextual and Dynamic

Personalized

Cross-Application

REAL -TIME GUIDANCE

Automating Processes for Optimizing Handle Time

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Automation of routine tasks

Customer data collected and

consolidated in a single view

Automates call summary notes

Used For…

Handle time reduction

Elimination of manual

entry/process errors

Reduced after call work

Automation…

Real-Time

On desktop or

remote server

Simulate any agent

desktop activity

PROCESS AUTOMATION

18

Real-Time Solutions

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The Contact Center is the Most Exposed

The contact center is a compliance blind spot

Link in the Compliance Chain

Marketing

Communication

Finance

P&L

Tracking

Training

Education

Operations

Infrastructure

Adaptation

Business

Offering

creation

Customer service

On the front line!

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“Time-to-Agent” Is Key

New regulations Operational

requirements

Internal policies Training plan

Scripts

You Need to Minimize it in Order to Reduce Risk

WHAT TO SAY:

Scripts get agents to say what they need to say, when they need to say it

CAPTURE:

Disclaimer & consent. That’s your evidence!

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Real-Time Compliance

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NICE Proactive Compliance Suite for Consumer Protection

During the interaction After the interaction

Real-Time Compliance Compliance Assurance

Context-Driven Agent Guidance

Capture & Manage Consent

Identify Exceptions

Manage Exceptions & Corrective Action

100%

Interaction

Capture

REC

Define a policy enforcement flow for every regulatory case within

an interaction

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Use Flexible Process Design Tools

NICE Proactive Compliance Suite for Consumer Protection

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Prove

compliance

Future ready

Efficiently align and

spearhead consumer

compliance across the

organization

Easily compile evidence,

supporting reports and

documents

Effortlessly roll out new

regulations and policies

enterprise-wide

Drive

compliance

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Real-Time Solutions

“Companies need to increase the

productivity of their contact centers and

boost customer revenues by determining the

optimum time to present customer offers. One way to accomplish

this is to use realtime information to guide agents through

customer queries and push relevant information to the agent

desktop.”

(Ovum, May 2012)

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Trends in the market

“Offering customers additional products or

services in context of the support call not only drives

incremental revenue, but when handled correctly, has no impact

on customer satisfaction or can even raise customer

satisfaction as customers feel they are receiving a more

comprehensive solution.

(TSIA Research, May 2012)

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Trends in the market

SENSE:

Interaction context

DECIDE:

Next best offer

GUIDE:

Agent to perfect sales execution

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Real-Time Service-to-Sales

Reconcile Differences to Improve Inbound

Interactions

Need to run consistent and

effective Cross-Channel

campaigns

Need to utilize incoming customer

interactions for marketing

Doesn’t own the channels, have

little influence on operations

Measured mainly on efficiency,

CSAT

Workforce is skilled for service

Minimal access to marketing data

from other channels

Marketing Challenges Contact Center Challenges

NICE Approach to Successful Service-to-Sales Interactions Service-to-Sales: What Service Reps

Struggle With

Sales

Service

Make an Offer

Transition

Take the

Order

Select an

Offer

Reveal

Context

&

Qualify

Guided Dialog

Next-Best-Offer

Guided Selling

Order

Automation

Interaction Analytics & Optimization

Agent Performance & Incentive Management

NICE Approach to Successful Service-to-Sales

Interactions

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Return on Investment

S2S Customers’ Results

Pan-European Telco 24% increase in conversion rate

US Major Insurance $9M Annual Return

Brazilian Telco $8.1M Annual Return*

Expected Impact on Sales KPIs

Attempt Rate + 40-50%

Conversion Rate + 3-10%

Sales per Call + 7-15%

Avg $ / Sale + 5%

Retention Rate + 2-4%

* estimated

DEMO

THANK

YOU

karen.inbar@nice.com