oscar martin - nice presentation 2013 english

7/28/2019 Oscar Martin - NICE Presentation 2013 English

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Oscar Martn

Advanced Solutions Specialist

NICE Systems


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Your customers are in control.

They have the power to shape theirpersonal journey.

You need to get closer


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Getting you closer to your customersAlong the customer journey


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A real business value


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Lets go to the movies


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Call Volume Reduction

ActionAlex bought a new phone

Pattern

Many customers contact theirservice provider afterpurchasing a new phone

ReasonHelp with data transfer


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Save unnecessary calls


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ActionAlex bought a new phone

eso u onAlex received a link to his mobile

ResultAlex was saved thetrouble. The serviceprovider prevented anunnecessary call


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Call Volume Good Customer

Reduction

Experience


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Capturecross channel

Applytext and s eech

Visualizecustomer ourne

interactions

analytics

Identifypatterns andsequences

Understandcontact reasoning

Predictnext actions


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ImproveCustomer Experience

Reducecall volume


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Sales Optimization

Your customersare mobile

Mobile apps are

becoming the first step inmany interactions


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Sales Optimization

The customer journey is valuable information:

Social mediamonitoring

Understandinginformation in real time

Increase valueof interactions


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Sales Optimization

A context-relevant offer during aninbound interaction is 10 times more

marketing technique


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Sales Optimization

Smooth transition from service

to sales


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Sales Optimization

Sometimes a sale is

also great service


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Sales Optimization

To be closer, you must be with the agentevery step of the way:

Identify Opportunity

Next Best Offer

Real Time Guidance

Automatic Order Processing


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Sales Optimization

Transform your contact centerTransform your contact centerinto a profit center


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Proactive Compliance


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So...

Why not put technology to work for you


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Compliance

The burden of proof is on you


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Capture allinteractions

Identify infractionsautomatically

Guide agents to

drive enforcementin real time

Audit with speed

and simplicity


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Voice of the Customer

Great customer service

80% of companies provide it

Only 8% of the customers get it


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When a positive experience is still fresh:

#1Get real-timefeedback

#2Listen & respondto feedback

#3Resolve anyissues - fast


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Delivering great customer experiencerequires understandingCapture every detail in thecross channel customer journey:

What did she say?What did he think?What did they do?


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Leverage Big Data Analytics

Hear the Voice of the Customer


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Life is about thejourney,not the destination.


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We have the opportunityto shape the customer experience


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Getting You Closer To Your Customers

Want to get closer?Demonstration at NICE boothon the Showcase Floor

oscar martin - nice presentation 2013 english

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