Oscar Martn Advanced Solutions Specialist NICE Systems

Your customers are in control. They have the power to shape their personal journey.

You need to get closer

Getting you closer to your customers Along the customer journey

A real business value

Lets go to the movies

Call Volume Reduction

Action
Alex bought a new phone

Pattern
Many customers contact their service provider after purchasing a new phone

Reason
Help with data transfer

Call Volume Reduction

Save unnecessary calls

Call Volume Reduction

Action
Alex bought a new phone

Resolution
Alex received a link to his mobile

Result
Alex was saved the trouble. The service provider prevented an unnecessary call

Call Volume Reduction

Call Volume Reduction

Good Customer Experience

Call Volume Reduction

Capture
cross channel interactions

Apply
text and speech analytics

Visualize
customer journey

Identify
patterns and sequences

Understand
contact reasoning

Predict
next actions

Call Volume Reduction

Improve Customer Experience

Reduce call volume

Sales Optimization
Your customers are mobile

Mobile apps are becoming the first step in many interactions

Sales Optimization
The customer journey is valuable information:

Social media monitoring

Understanding information in real time

Increase value of interactions

Sales Optimization

A context-relevant offer during an inbound interaction is 10 times more effective than any outbound marketing technique

Sales Optimization

Smooth transition from service

to sales

Sales Optimization

Sometimes a sale is also great service

Sales Optimization
To be closer, you must be with the agent every step of the way:

Identify Opportunity Real Time Guidance Next Best Offer Automatic Order Processing

Sales Optimization

Transform your contact center into a profit center

Proactive Compliance

Proactive Compliance

So... Why not put technology to work for you

Proactive Compliance

Contact centers are prone to regulatory violations

Compliance
The burden of proof is on you

Proactive Compliance

Proactive Compliance

Capture all interactions

Identify infractions automatically

Guide agents to drive enforcement in real time

Audit with speed and simplicity

Voice of the Customer

Great customer service

80% of companies provide it Only 8% of the customers get it

Voice of the Customer

When a positive experience is still fresh:

#1 Get real-time feedback

#2 Listen & respond to feedback

#3 Resolve any issues - fast

Voice of the Customer

Capture every Delivering great detail customer in theexperience requires cross channel understanding customer journey: say? What did he think? What did they do?
What did she

Voice of the Customer

Leverage Big Data Analytics Hear the Voice of the Customer

Life is about the journey, not the destination.

We have the opportunity to shape the customer experience

Getting You Closer To Your Customers

Want to get closer?

Demonstration at NICE booth on the Showcase Floor