Real-Time Guidance

Submitted by Anonymous on Tue, 06/15/2010 - 07:56
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Turning Insights into Immediate Business Impact

Analyzing Customer Dynamics— the ongoing, multifaceted exchange of interactions and transactions between customers and organizations— provides contact centers with valuable insights about their customers’ wants and needs, the issues they face, and how to address them. NICE Real-Time Guidance & Automation boosts contact center business agility by turning insights into immediate business impact, delivering next-best-action guidance, cross-sell and up-sell recommendations, and process automation.

 

Next-Best-Action

Customers expect agents to provide immediate and accurate answers to their questions. Doing so requires contact center agents to access multiple sources of customer information and knowledge bases. They often also need to memorize scripts as well as understand and apply complex business rules. This information spans a multitude of applications and changes frequently with the introduction of new products, services and promotions. How can you translate it into the most effective next-best-action in real time?
 
NICE Real-Time Guidance & Automation provides next-best-action recommendations to your agents as they talk with customers in phone or chat interactions. It enables agents to take appropriate action— ask for regulation-required permissions, make a retention offer, suggest products or promotions— as part of the NICE SmartCenter closed-loop workflow.
 
 
Real Time Guidance 
 
 

Process Automation

NICE Real-Time Guidance & Automation simplifies processes by automating procedures that require agents to follow complex business rules in order to provide customer service. As a result, agents provide quick and effective service while complying with company procedures and regulations.
 

Cross-Sell and Up-Sell

NICE Real-Time Guidance & Automation can also help transform your contact center into a profit center by providing agents with next-best-action sales recommendations. It identifies sales opportunities by analyzing the customer profile and eligibility for possible promotions or sales campaigns while the call takes place, allowing the agent to capture and take advantage of sales opportunities.
By analyzing customer interactions, NICE Real-Time Guidance & Automation offers powerful next-best-action recommendations contact centers can use to:
 
  • Leverage process automation to reduce handle time and improve first contact resolution
  • Maximize cross-sales and up-sales by identifying sales opportunities and matching the best offers to the most receptive customers
  • Enhance the customer experience by resolving issues quickly and during the first interaction
  • Ensure regulatory compliance by delivering context-sensitive instructions to agent desktops
NICE Real-Time Guidance provides powerful next-best-action recommendations through:
 
  • Real-time interaction analysis
  • On-screen agent guidance
  • Data consolidation from multiple applications into a single window
  • Relevant drill-down information, accessible with a single click
  • Business rule configuration based on your organization’s business objectives