TOP 10 REASONS TO MOVE YOUR CONTACT CENTER TO

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1 TOP 10 REASONS TO MOVE YOUR CONTACT CENTER TO

2 About NICE For more than 30 years, NICE has been helping organizations of all sizes deliver a better customer experience by using our market leading solutions for customer interaction management, omnichannel capture, process automation, advanced real-time analytics and cloud services. Our loyal customer base includes more than 25,000 organizations in over 150 countries, including 85 of the Fortune 100 companies. Introducing IIn today s demanding CX environment, business as usual is no longer an option. Organizations are expected to constantly evolve and transform themselves, adding new communication channels, new products and new business models, while delivering exceptional experiences that meet consumer demands. And yet, most organizations are using legacy technologies that require complicated integration efforts and long upgrade cycles, preventing them from meeting the demands of the ever-changing market. With NICE incontact CXone, the world s number one cloud customer experience platform, organizations can now focus on customer experience innovations rather than on integrations. The CXone platform allows them to rapidly and dynamically adapt their CX programs, act smarter to deliver a personalized journey across channels and touch points, and respond faster using the agility of the platform s cloud foundation. These will be the key attributes of today s industry leaders.

3 one Experience one Cloud one Path one Leader

4 A powerful combination for all your CX needs. The ideal CX solution is a unified integrated platform, providing all the capabilities an organization needs to manage the customer experience and provide exceptional service. Where employees can find all the tools they need to do their job efficiently and successfully, creating exceptional experiences for customers. No more mix and match of different tools, capabilities and solutions that don t really work together. NICE incontact CXone offers a powerful combination of the industry s leading Omnichannel Routing in the cloud with the industry s leading Workforce Optimization, Analytics, Automation & Artificial Intelligence capabilities. This combination empowers organizations to act smarter and respond faster to ever-changing customer experience needs. NICE incontact CXone allows you to route customer requests to the best available employee across any communication channel, based on advanced employee and customer analytics. Manage the entire customer journey across all touchpoints, understanding the context of each step in that journey and taking the right action in real time. And provide Automation & Artificial Intelligence capabilities that improve and streamline your CX processes.

5 Let your employees focus on creating great experiences. Todays organizations need solutions that keep their team productive and engaged. Solutions that allow them to spend time on innovation and not integration, and enable them to adapt instantaneously to change. NICE incontact CXone gives your employees one powerful solution. Our award-winning agent interface, along with our Adaptive Workforce Optimization capabilities create a unified and personalized workspace for maximum productivity and efficiency. The suite includes powerful analytics capabilities that empower your employees to deliver amazing customer experiences. NICE incontact CXone improves how organizations generate insight providing automated, consistent, easy-to-understand drivers and root-causes, and how organizations predict intent taking a proactive approach that is based on customer s next expected actions. And because the platform is based on an open native cloud foundation, you can seamlessly add new capabilities as needed, ensuring your employees can meet the changing demands of your customer experience.

6 If you don t offer customers truly personalized service, they ll get it somewhere else. Customers today expect truly personalized service. They expect you to know their individual journey, to have the answers to their questions and to have solutions to their problems. And they want it now, on their preferred communication channel. Delivering this kind of experience will earn you customer loyalty but only as long as you continue to deliver this kind of experience with every interaction. With NICE incontact CXone organizations can now transform the way they understand their customers and visualize their journey for an unprecedented level of personalization. When a customer interacts with you on any channel, CXone begins collecting and connecting every available piece of structured and unstructured data. Combined with CXone s powerful analytics, you can understand who they are as a customer, where they ve been on their journey, and what their intent may be. Then take the right action based on intent insight in real time. The result? A consistent, exceptional and highly personalized customer experience.

7 A cloud platform that ll be as powerful tomorrow as it is today. Technology gets outdated faster and faster these days. If you want to deliver great customer experiences you need a flexible cloud-based solution that lets you add any capability as needed, based on a single true native cloud architecture. No more forklift or replacements of on-premises antiquated technology. An easyto-manage, flexible, and scalable solution is a must. NICE incontact CXone is a true open cloud platform, freeing you from the limitations of legacy on-premises solutions, providing extensibility that enhances your current and future ecosystem. CXone delivers enterprise-grade solutions that fit any size and will grow with your organization. Our scalable cloud foundation easily supports contact centers of all sizes and geographic locations from small single sites, to distributed remote agents, and global enterprises. Additional features include easy integrations using a comprehensive set of open API, turnkey telephony eliminating connectivity pains, and rapid turn-up.

8 Pay only for what you use. Finally. Imagine delivering extraordinary customer experiences while also lowering your cost of ownership, easily scaling your business up or down, based on demand and market needs, eliminating the need to build everything to the max, as in current legacy onpremises systems With NICE incontact CXone, you can scale easily and costeffectively. Here s one common example: if your contact center runs on premises-based technology, you may have had to purchase for maximum capacity, even though your center may only experience that level of volume a few times a year. CXone, on the other hand, effortlessly supports seasonal surges in call center activity.

9 Always be on the latest and greatest to maintain your competitive edge. To keep your competitive edge and provide your customers with the best customer experience in your industry, you want to have the latest technology and capabilities at your service. Always. Keeping your technological edge is expensive with on-premises contact centers. Upgrades are often complicated, time-consuming and costly. So costly, in fact, that organizations often avoid the purchase of new hardware and software simply because they do not have the budget for the massive expense of an upgrade. NICE incontact CXone, a pure native cloud platform, offers automatic updates so you always have the latest and greatest technology for your needs, delivered by the industry leader. You ll never face the problems of being on an old version of the software again. Instead you ll always have cutting-edge technology and upgrades can simply be pushed to end users upon release with the simple push of a button.

10 Stay available to your customers at all times Organizations today must be available to their customers at all times. They need a fully redundant solution, with a high guaranteed uptime, to ensure they re always providing exceptional customer experiences. NICE incontact CXone offers world-class cloud operations with 99.99% guaranteed availability. It ensures true data recovery and business continuity so you always have someone armed with the right data, responding to your customers. CXone eliminates the costly and time consuming process of building and maintaining back-up sites, and provides immunity to disasters impacting a single site. It also easily extends superior support for mobile devices and remote agents.

11 Open and extensive eco-system Adapting to ever-changing CX and market needs means being able to leverage additional partners and capabilities, through connectivity and integration to a variety of providers. With NICE incontact CXone custom integrations can be created in a matter of weeks to minimize agent inefficiencies and improve customer satisfaction. CXone has also a growing accessibility to over 250 APIs, Web Services and over 75 development partner ecosystems via cloud architecture. You can quickly build an all-inone solution integrating mobile, web, and other business systems, relying on our open cloud platform to be iterative and find the exact solution to fit your needs.

12 This way to the cloud. Moving to a cloud platform requires a clear plan, that takes into account your current investment, business and technology implications, organizational maturity and your specific business needs. NICE incontact CXone offers a flexible and easy way to migrate to an open native cloud CX platform. Our modular approach means you can keep your current investment as long as you need, by allowing your on-premises and new cloud applications to co-exist and work fully integrated together. Our simple migration path is based on three steps. First, keep your existing application and WFO infrastructure intact and move your omnichannel routing to the cloud. Then start using and adding any of the many CXone applications. Finally, migrate your current WFO applications to the CXone platform for a single, unified and integrated cloud solution. These steps can occur in any order and at any time. Set your own pace based on your business needs.

13 Want to lead? Go with the industry leader To provide exceptional customer experience in today s dynamic business environment you need the right partner. A real strategic partner that can provide you with the right solutions for today and the vision for tomorrow. NICE incontact CXone is a solution provided by the ONE recognized industry leader. It is your safe choice for empowering your organization to be FIRST, by doing things smarter and faster. NICE incontact holds the #1 position from all industry analysts, both for our WFO (Workforce Optimization) offering and CCaaS (Contact Center as a Service) solutions. We have the most native Contact Center cloud revenue and deployments in the world, with over 6 billion interactions handled in the cloud annually by over 200,000 cloud agents. We are committed to cloud and have the strength to innovate - with leading R&D spend & financial stability. And we have the most domain experience in the area of WFO, Analytics Omnichannel Routing and CCaaS, with more than 25,000 organizations in over 150 countries, including 85 of the Fortune 100 companies.