Customer Interaction Management Solutions
About NICE systems
NICE (NASDAQ: NICE) is the worldwide leader of software solutions that deliver strategic insights by capturing and analyzing mass quantities of structured and unstructured data in real time from multiple sources, including, phone calls, mobile apps, emails, chat, social media, and video. NICE solutions enable organizations to take the Next-Best-Action to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.
www.nice.com
Customer Interaction Management Solutions
Customer Interaction Management Solutions
About NICE systems
NICE (NASDAQ: NICE) is the worldwide leader of software solutions that deliver strategic insights by capturing and analyzing mass quantities of structured and unstructured data in real time from multiple sources, including, phone calls, mobile apps, emails, chat, social media, and video. NICE solutions enable organizations to take the Next-Best-Action to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.
www.nice.com
Customer Interaction Management Solutions
Customer Interaction Management Solutions
About NICE systems
NICE (NASDAQ: NICE) is the worldwide leader of software solutions that deliver strategic insights by capturing and analyzing mass quantities of structured and unstructured data in real time from multiple sources, including, phone calls, mobile apps, emails, chat, social media, and video. NICE solutions enable organizations to take the Next-Best-Action to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.
www.nice.com
Customer Interaction Management Solutions
About NICE systems NICE (NASDAQ: NICE) is the worldwide leader of software solutions that deliver strategic insights by capturing and analyzing mass quantities of structured and unstructured data in real time from multiple sources, including, phone calls, mobile apps, emails, chat, social media, and video. NICE solutions enable organizations to take the Next-Best-Action to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.
www.nice.com
Customer Interaction Management Solutions
About NICE systems NICE (NASDAQ: NICE) is the worldwide leader of software solutions that deliver strategic insights by capturing and analyzing mass quantities of structured and unstructured data in real time from multiple sources, including, phone calls, mobile apps, emails, chat, social media, and video. NICE solutions enable organizations to take the Next-Best-Action to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people and assets. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the Fortune 100 companies.
www.nice.com
Customer Interaction Management Solutions
Customer Engagement Solutions
The focus of business today has shifted away from differentiating based on product and pricing to creating a perfect customer experience. Customers are now in the driver’s seat, demandingan experience that meets their expectations.
Today’s customers are also better informed, using technolo-gy to benchmark services and prices against the competi-tion. Many service providers are facing major challenges in driving the customer experience, causing experience levels in most industries to decline.
Technology empowered customers
1
Overflow of data
Millenial employees
Creating Perfect
Experiences 2
In order to oerfect the customer eeperience organizations needto pay closr attention to three key areas
Technology empowered customers
Overow of data
3
In what Forrester has described as “the age of the customer,” today’s customers may very well know more than the company representative about the product and service they seek. They also expect to get the service they require at the time they want through the channel most convenient to them.A recent consumer survey conducted by NICE shows that consumers are now using on average six channels to interact with their service providers.In addition social media provides consumers with a megaphone to broadcast their experiences to
The second challenge is sometimes referred to as ‘Big Data’. Organizations struggle to process huge amounts of customer data, including many millions of interaction records. No less important, when this data resides in lots of different places it provides limited value to the wider organization. This means that there is no easy way for companies to understand their customer, and it is even harder to operationalize and act upon that knowledge
Companies who take a systematic approach to customer experience are much more successful in achieving.
Solutions01Take for example one of NICE’s customers, a leading worldwide provider of money transfer services. With NICE’s solutions, the company was able to revolutionize its customers’ experience by transforming service and constantly measuring its alignment with desired outcomes. The results: within just one year customer satisfaction improved by 15 percent. Another NICE customer, a top -5 telecom company in the US, succeeded in signicantly improving its customer experience. Not only did their customer churn rate drop below two percent, they were also voted the most improved company in customer service across 47 industries. Customer experience efforts should be considered a top strategic priority in order to make an impact, and the results are well worth it. Once a company focuses on customer experience systematically, it is rewarded with improved business results such as higher revenue, repeat purchase increase, lower customer churn, and more positive word of mouth.
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Own the
Decisive Moment of Customer Service
These engaged customers have greater knowledge, influence, and expectations than ever before, and demand NOW service. It’s important that you deliver on customer expectations. And it is also critical that you meet your own business goals. Whatever your priorities may be, at that moment - when the customer is on the phone, at the branch, or on your website - you have an opportunity to lead the interaction to the optimal result. The key to owning this Decisive Moment of customer service lies in the ability to manage the full lifecycle of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise.
Your winning business solution for customer centers
NICE and Cisco have teamed up to offer powerful business solution for contact centers. With the selection of NICE for Cisco’s SolutionsPlus program, Cicso’s ACU certified channel partners can expand their offering and lead the market. Based on Cisco MediaSense open recording platform, the NICE portfolio delivers an additional layer of interaction management to improve usability, ensure compliance with regulations and enhance security. The NICE portfolio for Cisco also includes three value added applications: Quality Management, Quality Optimization and Interaction Analytics.
:The combined solution
Whether your customers
Know
Act
Optimize
Nice customer interaction management Using real-time cross-channel analytics, including speech, desktop and text analytics, NICE identifies meaningful events which help understand the context of the interaction. By leveraging this information together with the acquired Voice of the Customer (VoC) intelligence and workforce performance data, the NICE realtime decisioning engine provides recommended next-best-action, and guides the employee to efficient execution. NICE collects and analyzes the complete VoC from realtime customer feedback and crosschannel customer experience analysis. It provides post-interaction analysis through
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analytics-based investigation tools and individual employee evaluations, then drives corrective actions and puts customer insights across the enterprise.
• Captures customer interactions through Cisco’s MediaSense.
• Captures customer interactions through Cisco’s MediaSense.
• Provides easy yet powerful access to the stored data and offers security
• Provides easy yet powerful access to the stored data and offers security
• Analyzes interactions to extract business insights and reveal rootcause.
• Analyzes interactions to extract business insights and reveal rootcause.
• Monitors agents’ performance provides targeted agent coaching and optimizes quality processes.
• Monitors agents’ performance provides targeted agent coaching and optimizes quality processes. •
Whether your customers :want to
Whether your customers :want to
• Uncover opportunities within their customer contact center
• Uncover opportunities within their customer contact center
• Differentiate themselves based on customer service
• Differentiate themselves based on customer service
• Improve operational efficiency
• Improve operational efficiency
• Or reduce churn
• Or reduce churn
• Together, we can help them achieve these goals.
• Together, we can help them achieve these goals.
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Your winning business solution for customer centers
Employee These engaged customers have greater knowledge, influence, and expectations than ever before, and demand NOW service. It’s important that you deliver on customer expectations. And it is also critical that you meet your own business goals. Whatever your priorities may be, at that moment - when the customer is on the phone, at the branch, or on your website - you have an opportunity to lead the interaction to the optimal result. The key to owning this Decisive Moment of customer service lies in the ability to manage the full lifecycle of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise.
Nice customer interaction management With its integrated solutions and unique real-time capabilities, the NICE Customer Interaction Management portfolio supports every stage of the interaction lifecycle and every touchpoint where interactions happen - the contact center, web, back office or branch locations. It enables enterprises to own the Decisive Moment by: service interactions to sales opportunities.
Engagement Nice customer interaction management It’s important that you deliver on customer expectations. And it is also critical that you meet your own business goals. Whatever your priorities may be, at that moment - when the customer is on the phone, at the branch, or on your website - you have an opportunity to lead the interaction to the optimal result. The key to owning this Decisive Moment of customer service lies in the ability to manage the full lifecycle of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise. The key to owning this Decisive Moment of customer service lies in the ability to manage the full lifecycle of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise.
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Nice customer interaction management
Own the
Decisive Moment of Customer Service
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With its integrated solutions and unique real-time capabilities, the NICE Customer Interaction Management portfolio supports every stage of the interaction lifecycle and every touchpoint where interactions happen - the contact center, web, back office or branch locations. It enables enterprises to own the Decisive Moment by: service interactions to sales opportunities.
Your winning business solution for customer centers
NICE and Cisco have teamed up to offer powerful business solution for contact centers. With the selection of NICE for Cisco’s SolutionsPlus program, Cicso’s ACU certified channel partners can expand their offering and lead the market.
Technology empowered customers
In what Forrester has described as “the age of the customer,” today’s customers may very well know more than the company representative about the product and service they seek. They also expect to get the service they require at the time they want through the channel most convenient to them.A recent consumer survey conducted by NICE shows that consumers are now using on average six channels to interact with their service providers.In addition social media provides consumers with a megaphone to broadcast their experiences to
Overow of data
The second challenge is sometimes referred to as ‘Big Data’. Organizations struggle to process huge amounts of customer data, including many millions of interaction records. No less important, when this data resides in lots of different places it provides limited value to the wider organization. This means that there is no easy way for companies to understand their customer, and it is even harder to operationalize and act upon that knowledge
Based on Cisco MediaSense open recording platform, the NICE portfolio delivers an additional layer of interaction management to improve usability, ensure compliance with regulations and enhance security. The NICE portfolio for Cisco also includes three value added applications: Quality Management, Quality Optimization and Interaction Analytics.
10
Own the
Decisive Moment of Customer Service
It’s important that you deliver on customer expectations. And it is also critical that you meet your own business goals. Whatever your priorities may be, at that moment - when the customer is on the phone, at the branch, or on your website - you have an opportunity to lead the interaction to the optimal result. The key to owning this Decisive Moment of customer service lies in the ability to manage the full lifecycle of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise.
Nice customer interaction management With its integrated solutions and unique real-time capabilities, the NICE Customer Interaction Management portfolio supports every stage of the interaction lifecycle and every touchpoint where interactions happen - the contact center, web, back office or branch locations. It enables enterprises to own the Decisive Moment by: service interactions to sales opportunities. The key to owning this Decisive Moment of customer service lies in the ability to manage the full lifecycle of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise.
Sample 1 Lorem ipsum dolor sit amet, consectetur adipiscing elit. Donec sit amet turpis dui, sit amet molestie justo. Quisque auctor, lacus sed fermentum volutpat, neque nisl rhoncus nisi, ac vulputate libero diam vitae justo.
Sample 2 Lorem ipsum dolor sit amet, consectetur adipiscing elit. Donec sit amet turpis dui, sit amet molestie justo. Quisque auctor, lacus sed fermentum volutpat, neque nisl rhoncus nisi, ac vulputate libero diam vitae justo.
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12
Own the
Decisive Moment of Customer Service
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Nice customer interaction management It’s important that you deliver on customer expectations. And it is also critical that you meet your own business goals. Whatever your priorities may be, at that moment - when the customer is on the phone, at the branch, or on your website - you have an opportunity to lead the interaction to the optimal result. The key to owning this Decisive Moment of customer service lies in the ability to manage the full lifecycle of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise. The key to owning this Decisive Moment of customer service lies in the ability to manage the full lifecycle of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise.
14
Own the
Decisive Moment of Customer Service
NICE and Cisco have teamed up to offer powerful business solution for contact centers. With the selection of NICE for Cisco’s SolutionsPlus program, Cicso’s ACU certified channel partners can expand their offering and lead the market. Based on Cisco MediaSense open recording platform, the NICE portfolio delivers an additional layer of interaction management to improve usability, ensure compliance with regulations and enhance security. The NICE portfolio for Cisco also includes three value added applications: Quality Management, Quality Optimization and Interaction Analytics.
With its integrated solutions and unique real-time capabilities, the NICE Customer Interaction Management portfolio supports every stage of the interaction lifecycle and every touchpoint where interactions happen - the contact center, web, back office or branch locations. It enables enterprises to own the Decisive Moment by: service interactions to sales opportunities. The key to owning this Decisive Moment of customer service lies in the ability to manage the full lifecycle of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise. With its integrated solutions and unique real-time capabilities, the NICE Customer Interaction Management portfolio supports every stage of the interaction lifecycle and every touchpoint where interactions happen - the
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contact center, web, back office or branch locations. It enables enterprises to own the Decisive Moment by: service interactions to sales opportunities. The key to owning this Decisive Moment of customer service lies in the ability to manage the full lifecycle of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing improvements across the enterprise. With its integrated solutions and unique real-time capabilities, the NICE Customer Interaction Management portfolio supports every stage of the interaction lifecycle and every touchpoint where interactions happen - the contact center, web, back office or branch locations. It enables enterprises to own the Decisive Moment by: service interactions to sales opportunities.
The combined solution: • Captures customer interactions through Cisco’s MediaSense. • Provides easy yet powerful access to the stored data and offers security • Analyzes interactions to extract business insights and reveal rootcause. • Monitors agents’ performance provides targeted agent coaching and optimizes quality processes.
Whether your customers want to: • Uncover opportunities within their customer contact center • Differentiate themselves based on customer service • Improve operational efficiency • Or reduce churn • Together, we can help them achieve these goals.
lies in the ability to manage the full lifecycle of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise. With its integrated solutions and unique real-time capabilities, the NICE Customer Interaction Management portfolio supports every stage of the interaction lifecycle and every touchpoint where interactions happen - the contact center, web, back office or branch locations. It enables enterprises to own the Decisive Moment by: service interactions to sales opportunities. improving by analyzing improvements across the enterprise.
The key to owning this Decisive Moment of customer service
16
Own the
Decisive Moment
of Customer Service
It’s important that you deliver on customer expectations. And it is also critical that you meet your own business goals. Whatever your priorities may be, at that moment - when the customer is on the phone, at the branch, or on your website - you have an opportunity to lead the interaction to the optimal result. The key to owning this Decisive Moment of customer service lies in the ability to manage the full lifecycle of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise.
Nice customer interaction management These engaged customers have greater knowledge, influence, and expectations than ever before, and demand NOW service. It’s important that you deliver on customer expectations. And it is also critical that you meet your own business goals. Whatever your priorities may be, at that moment - when the customer is on the phone, at the branch, or on your website - you have an opportunity to lead the interaction to the optimal result. The key to owning this Decisive Moment of customer service lies in the ability to manage the full lifecycle of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the
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interactions and implementing improvements across the enterprise.of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise.touchpoint where interactions happen - the contact center, web, back office or branch locations. It enables enterprises to own the Decisive Moment by: service interactions to sales opportunities. ouchpoints. These engaged customers have greater knowledge, influence, and expectations than ever before, and demand NOW service.
With its integrated solutions and unique real-time capabilities, the NICE Customer Interaction Management portfolio supports every stage of the interaction lifecycle and every touchpoint where interactions happen - the contact center, web, back office or branch locations. It enables enterprises to own the Decisive NICE provides comprehensive capabilities to measure, manage and motivate employees, ensuring consistent performance and optimized utilization of resources. It enables placing the right employee, with the right skills at the right time, identifying performance gaps and delivering targeted coaching. It provides visibility into individual and group performance via tailored dashboards and helps motivate employees with performance opportunities.
NICE provides comprehensive capabilities to measure, manage and motivate employees, ensuring consistent performance and optimized utilization of resources. It enables placing the right employee, with the right skills at the right time, identifying performance gaps and delivering targeted coaching. It provides visibility into individual and group performance via tailored dashboards and helps motivate employees with performance based incentives.Using real-time cross-channel analytics, including speech, desktop and text analytics, NICE identifies meaningful events which help understand the context of the interaction. By leveraging this information together with the acquired Voice of the Customer (VoC) intelligence and workforce performance data, the NICE realtime decisioning engine provides recommended next-best-action, and guides the employee to efficient execution.
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The key to owning this Decisive Moment of customer service lies in the ability to manage the full lifecycle of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise. of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise.touchpoint where interactions happen - the contact center, web, back office or branch locations. It enables enterprises to own the Decisive Moment by: service interactions to sales opportunities.
It’s important that you deliver on customer expectations. And it is also critical that you meet your own business goals. Whatever your priorities may be, at that moment - when the customer is on the phone, at the branch, or on your website - you have an opportunity to lead the interaction to the optimal result. The key to owning this Decisive Moment of customer service lies in the ability to manage the full lifecycle of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise.
Nice customer interaction management
Own the
Decisive Moment of Customer Service These engaged customers have greater knowledge, influence, and expectations than ever before, and demand NOW service. It’s important that you deliver on customer expectations. And it is also critical that you meet your own business goals. Whatever your priorities may be, at that moment - when the customer is on the phone, at the branch, or on your website - you have an opportunity to lead the interaction to the optimal result. The key to owning this Decisive Moment of customer service lies in the ability to manage the full lifecycle of the interaction:
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These engaged customers have greater knowledge, influence, and expectations than ever before, and demand NOW service.
Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise.of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise.touchpoint where interactions happen - the contact center, web, back office or branch locations. It enables enterprises to own the Decisive Moment by: service interactions to sales opportunities.
With its integrated solutions and unique real-time capabilities, the NICE Customer Interaction Management portfolio supports every stage of the interaction lifecycle and every touchpoint where interactions happen - the contact center, web, back office or branch locations. It enables enterprises to own the Decisive Moment by: service interactions to sales opportunities. NICE provides comprehensive capabilities to measure, manage and motivate employees, ensuring consistent performance and optimized utilization of resources. It enables placing the right employee, with the right skills at the right time, identifying performance gaps and delivering targeted coaching. It provides visibility into individual and group performance via tailored dashboards and helps motivate employees with performance based incentives.Using real-time cross-channel analytics, including speech, desktop and text analytics, NICE identifies meaningful events which help understand the context of the interaction. By leveraging this information together with the acquired Voice of the Customer (VoC) intelligence and workforce performance data, the NICE realtime decisioning engine provides recommended next-best-action, and guides the employee to efficient execution.
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Own the
Decisive Moment of Customer Service
Workforce Optimization
Workforce Optimization
Back Office
Workforce Management
Branch & Retail
Compliance & Risk
Self Service
It’s important that you deliver on customer expectations. And it is also critical that you meet your own business goals. Whatever your priorities may be, at that moment - when the customer is on the phone, at the branch, or on your website - you have an opportunity to lead the interaction to the optimal result.
NICE CUSTOMER INTERACTION HUB
NICE provides comprehensive capabilities to measure, manage and motivate employees, ensuring consistent performance and optimized utilization of resources. It enables placing the right employee, with the right skills at the right time, identifying performance gaps and delivering targeted coaching. It provides visibility into individual and group performance via tailored dashboards and helps motivate employees with performance based incentives.
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Using real-time cross-channel analytics, including speech, desktop and text analytics, NICE identifies meaningful events which help understand the context of the interaction. By leveraging this information together with the acquired Voice of the Customer (VoC) intelligence and workforce performance data, the NICE realtime decisioning engine provides recommended next-bestaction, execution.
Sales Effectiveness
Real-Time Decisioning & Guidance Real-Time Analytics Cross-Channel Interaction Management
Workforce optimization NICE Contact Center Workforce Optimization enables organizations to measure, manage and motivate frontline employees to ensure best performance during customer interactions. NICE Workforce Optimization leverages integrated capabilities including unified operational dashboards across domains, cross-solution workflows, data aggregation from multiple sources, and unified administration. It fosters performance-driven operations, leverages the power of advanced analytics, and embeds voice-of-the-customer into daily operations.
With its integrated solutions and unique real-time capabilities, the NICE Customer Interaction Management portfolio supports every stage of the interaction lifecycle and every touchpoint where interactions happen - the contact center, web, back office or branch locations. It enables enterprises to own the Decisive Moment by: service interactions to sales opportunities.
Shape
Customer Experience
Quality Optimization
Nice customer interaction management
Prepare
Performance Management
Interaction Optimization
Shape NICE collects and analyzes the complete VoC from realtime customer feedback and crosschannel customer experience analysis. It provides post-interaction analysis through analytics-based investigation tools and individual employee evaluations, then drives corrective actions and puts customer insights across the enterprise.
Performance management
Workforce Management
Quality Management
• Data aggregation and reporting synchs multiple sources, allowing stakeholders to view tailored, relevant information.
• Flexible scheduling - supports virtually any scheduling methodology.
• KPI-based management automatically track telephony and analytics-based KPIs.
• scheduling methodology.
• Quality planner - automate QM processes and selection of calls for evaluation based on performance data.
• Frontline accountability and insight – performance measurement to determine root cause of frontline behaviors. • Targeted coaching - reduce admin burden and improve coaching focus, frequency, and impact. • Incentive management - ensure employees are compensated based on performance and in alignment with business strategy.
• Multi-site management - centrally forecast, schedule and manage across sites. • Multi-skill management - schedule agents based on skill levels and availability. • Real-time change management proactively respond to changing conditions.
• Root-cause evaluation - easy drill down to interactions that are missing or meeting KPI targets. • Cross-channel QM - improve quality across voice, email, chat and social media interactions.
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Your winning business solution for customer centers
These engaged customers have greater knowledge, influence, and expectations than ever before, and demand NOW service. It’s important that you deliver on customer expectations. And it is also critical that you meet your own business goals. Whatever your priorities may be, at that moment - when the customer is on the phone, at the branch, or on your website - you have an opportunity to lead the interaction to the optimal result.
Creating Perfect
Experiences
The key to owning this Decisive Moment of customer service lies in the ability to manage the full lifecycle of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise.
Nice customer interaction management With its integrated solutions and unique real-time capabilities, the NICE Customer Interaction Management portfolio supports every stage of the interaction lifecycle and every touchpoint where interactions happen - the contact center, web, back office or branch locations. It enables enterprises to own the Decisive Moment by: service interactions to sales opportunities.
Workforce optimization
Title These engaged customers have greater knowledge, influence, and expectations than ever before, and demand NOW service. It’s important that you deliver on customer expectations. And it is also critical that you meet your own business goals. Whatever your priorities may be, at that moment - when the customer is on the phone, at the branch, or on your website - you have an opportunity to lead the interaction to the optimal result.
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NICE Contact Center Workforce Optimization enables organizations to measure, manage and motivate frontline employees to ensure best performance during customer interactions. NICE Workforce Optimization leverages integrated capabilities including unified operational dashboards across domains, cross-solution workflows, data aggregation from multiple sources, and unified administration. It fosters performance-driven operations, leverages the power of advanced analytics, and embeds voice-of-the-customer into daily operations.
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Your winning business solution for customer centers
These engaged customers have greater knowledge, influence, and expectations than ever before, and demand NOW service. It’s important that you deliver on customer expectations. And it is also critical that you meet your own business goals. Whatever your priorities may be, at that moment - when the customer is on the phone, at the branch, or on your website - you have an opportunity to lead the interaction to the optimal result. The key to owning this Decisive Moment of customer service lies in the ability to manage the full lifecycle of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise.
Nice customer interaction management With its integrated solutions and unique real-time capabilities, the NICE Customer Interaction Management portfolio supports every stage of the interaction lifecycle and every touchpoint where interactions happen - the contact center, web, back office or branch locations. It enables enterprises to own the Decisive Moment by: service interactions to sales opportunities.
Title These engaged customers have greater knowledge, influence, and expectations than ever before, and demand NOW service.
Chapter title With its integrated solutions and unique real-time capabilities, the NICE Customer Interaction Management portfolio supports every stage of the interaction lifecycle and every touchpoint where interactions happen - the contact center, web, back office or branch locations. It enables enterprises to own the Decisive Moment by: service interactions to sales opportunities.
It’s important that you deliver on customer expectations. And it is also critical that you meet your own business goals. Whatever your priorities may be, at that moment - when the customer is on the phone, at the branch, or on your website - you have an opportunity to lead the interaction to the optimal result.
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Own the
Decisive Moment
Nice customer interaction management With its integrated solutions and unique real-time capabilities, the NICE Customer Interaction Management portfolio supports every stage of the interaction lifecycle and every touchpoint where interactions happen - the contact center, web, back office or branch locations. It enables enterprises to own the Decisive Moment by: service interactions to sales opportunities. The key to owning this Decisive Moment of customer service lies in the ability to manage the full lifecycle of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise.
of Customer Service Your winning business solution for customer centers Technology empowered customers
Overow of data
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NICE and Cisco have teamed up to offer powerful business solution for contact centers. With the selection of NICE for Cisco’s SolutionsPlus program, Cicso’s ACU certified channel partners can expand their offering and lead the market. Based on Cisco MediaSense open recording platform, the NICE portfolio delivers an additional layer of interaction management to improve usability, ensure compliance with regulations and enhance security. The NICE portfolio for Cisco also includes three value added applications: Quality Management, Quality Optimization and Interaction Analytics.
In what Forrester has described as “the age of the customer,” today’s customers may very well know more than the company representative about the product and service they seek. They also expect to get the service they require at the time they want through the channel most convenient to them.A recent consumer survey conducted by NICE shows that consumers are now using on average six channels to interact with their service providers.In addition social media provides consumers with a megaphone to broadcast their experiences to
The second challenge is sometimes referred to as ‘Big Data’. Organizations struggle to process huge amounts of customer data, including many millions of interaction records. No less important, when this data resides in lots of different places it provides limited value to the wider organization. This means that there is no easy way for companies to understand their customer, and it is even harder to operationalize and act upon that knowledge
28
Own the
Decisive Moment of Customer Service
Nice customer interaction management It’s important that you deliver on customer expectations. And it is also critical that you meet your own business goals. Whatever your priorities may be, at that moment - when the customer is on the phone, at the branch, or on your website - you have an opportunity to lead the interaction to the optimal result. The key to owning this Decisive Moment of customer service lies in the ability to manage the full lifecycle of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise. The key to owning this Decisive Moment of customer service lies in the ability to manage the full lifecycle of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the
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interactions and implementing improvements across the enterprise. The key to owning this Decisive Moment of customer service lies in the ability to manage the full lifecycle of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise. The key to owning this Decisive Moment of customer service lies in the ability to manage the full lifecycle of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise.
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Own the
Decisive Moment of Customer Service
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Your winning business solution for customer centers Sample 1 Lorem ipsum dolor sit amet, consectetur adipiscing elit. Donec sit amet turpis dui, sit amet molestie justo. Quisque auctor, lacus sed fermentum volutpat, neque nisl rhoncus nisi, ac vulputate libero diam vitae justo.
Sample 2 Lorem ipsum dolor sit amet, consectetur adipiscing elit. Donec sit amet turpis dui, sit amet molestie justo. Quisque auctor, lacus sed fermentum volutpat, neque nisl rhoncus nisi, ac vulputate libero diam vitae justo.
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Own the
Decisive Moment of Customer Service
The key to owning this Decisive Moment of customer service lies in the ability to manage the full lifecycle of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise. of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise.touchpoint where interactions happen - the contact center, web, back office or branch locations. It enables enterprises to own the Decisive Moment by: service interactions to sales opportunities.
These engaged customers have greater knowledge, influence, and expectations than ever before, and demand NOW service. It’s important that you deliver on customer expectations. And it is also critical that you meet your own business goals. Whatever your priorities may be, at that moment - when the customer is on the phone, at the branch, or on your website - you have an opportunity to lead the interaction to the optimal result. The key to owning this Decisive Moment of customer service lies in the ability to manage the full lifecycle of the interaction:
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Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise.of the interaction: Shaping it in real time, preparing the workforce, and continuously improving by analyzing the interactions and implementing improvements across the enterprise.touchpoint where interactions happen - the contact center, web, back office or branch locations. It enables enterprises to own the Decisive Moment by: service interactions to sales opportunities.
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