NICE REAL-TIME SOLUTIONS. Karen Inbar

Transcription

1 NICE REAL-TIME SOLUTIONS Karen Inbar

2 NICE Real-Time Solutions Demo Q&A

3 INTERACTIONS: The Decisive Moments of Customer Service 3

4 Service Complexity Attempt a sales offer Listen to the customer Complex Processes Multiple Systems Access customer information Summarize call wrap-up notes Repeat Tasks Ask the right questions Consult the knowledgebase Mind the number of calls waiting 4 Adhere with regulations Avoid manual entry & process errors

5 Rewards Credit Card

6 What s Missing? ACCESS DECIDE ACT IMPROVE

7 7

8 8 Real-Time Solutions

9 How Does It Work? WORKFORCE MANAGEMENT NICE FIZZBACK QUALITY MANAGEMENT CROSS CHANNEL INTERACTION ANALYTICS NICE Applications Agent Skills Employee Skills Quality Scores Feedback Scores Quality Scores Offline /Real- Time Speech DESKTOP APPLICATION ANALYTICS Real-Time Decisioning REAL -TIME GUIDANCE DESKTOP PROCESS ANALYTICS PROCESS AUTOMATION Employee Desktop WEB WINDOWS TERMINAL CRM KM 9

10 10 Real-Time Solutions

11 Real-Time Service Optimization MONITOR: Bottlenecks, best practices NAVIGATE: On-screen guidance, complex processes AUTOMATE: Routine tasks, error prone processes 11

12 Continuous Improvement for Service Optimization Measure effectiveness of the business rules applied Identify your process inefficiencies & best practices Optimize processes with guidance & automated flows for agents 12

13 Monitoring Agent Desktop Activities Monitoring Used For DESKTOP APPLICATION & PROCESS ANALYTICS Applications used and web sites accessed Tasks performed Identifying top/low performers Discovery of best practices Locating process bottlenecks and inefficiencies As an input feed to WFM for schedule adherence Idle time, screen lock time, log-in time Insights derived from outof-the-box and custom reports Increase efficiency Ensure process adherence of workers across the enterprise 13

14 Application Monitoring Usage Notepad IExplore CRM Outlook Qteam Link Messenger IEEMBED Excel Power Point Charles C John D Sophie B Robert M Discovered PowerPoint was being used during processes to supplement training gaps Ronald O Honey B Notepad Usage too high No Notepad Usage, i.e. no documentation Patrish F Zubin M Maia V Justin T Duration in seconds 14

15 Application Analysis Report Vanessa H Tina O Timothy C Sherry M Robert S Mary H Mark G Leah E Kelly D Jerry N Creighton K Charlotte H Carrie R Audry M 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Business Lock IDLE Non Business Employees nonproductive time = low utilization

16 Shaping Interactions with Real-Time Guidance Guidance Real-Time Contextual and Dynamic Used For New/complex processes Next-best-action Consistency Onboarding REAL -TIME GUIDANCE Personalized Cross-Application Improved Efficiency Customer Experience 16

17 Automating Processes for Optimizing Handle Time Automation Real-Time On desktop or remote server Used For Automation of routine tasks Customer data collected and consolidated in a single view PROCESS AUTOMATION Automates call summary notes Simulate any agent desktop activity Handle time reduction Elimination of manual entry/process errors Reduced after call work 17

18 18 Real-Time Solutions

19 The Contact Center is the Most Exposed Link in the Compliance Chain Customer service Marketing Communication Finance P&L Tracking On the front line! Business Offering creation Operations Infrastructure Adaptation Training Education The contact center is a compliance blind spot 19

20 Time-to-Agent Is Key New regulations Operational requirements Scripts You Need to Internal Minimize policies it in Order Training plan to Reduce Risk 20

21 Real-Time Compliance 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! 21

22 22 NICE Proactive Compliance Suite for Consumer Protection Real-Time Compliance During the interaction Context-Driven Agent Guidance 100% Interaction Capture REC Identify Exceptions Compliance Assurance After the interaction Capture & Manage Consent Manage Exceptions & Corrective Action

23 Use Flexible Process Design Tools Define a policy enforcement flow for every regulatory case within an interaction 23

24 NICE Proactive Compliance Suite for Consumer Protection Drive compliance 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 24

25 25 Real-Time Solutions

26 Trends in the market 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) 26

27 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) 27

28 Real-Time Service-to-Sales SENSE: Interaction context DECIDE: Next best offer GUIDE: Agent to perfect sales execution 28

29 Reconcile Differences to Improve Inbound Interactions Marketing Challenges Contact Center Challenges 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

30 NICE Approach to Successful to Successful Service-to-Sales Service-to-Sales Interactions Service-to-Sales: What Service Reps Struggle With Interactions Make an Offer Reveal Context & Qualify Transition Guided Dialog Select an Offer Next-Best-Offer Guided Selling Interaction Analytics & Optimization Order Automation Take the Order Sales Service Agent Performance & Incentive Management

31 Return on Investment Pan-European Telco US Major Insurance Brazilian Telco S2S Customers Results 24% increase in conversion rate $9M Annual Return $8.1M Annual Return* Expected Impact on Sales KPIs Attempt Rate % Conversion Rate % Sales per Call % Avg $ / Sale + 5% Retention Rate + 2-4% 31 * estimated

32 DEMO

33 THANK YOU