Professional Documents
Culture Documents
Agenda
is THERE
the
Decisive Moment
In every
INTERACTION
PREPARE for
the Interaction
Workforce Optimization
Performance Management
Best Practices
Skills Management
Incentives Management
Cross-Channel Journey
Loyalty Score
Preferences
Previous Activities
IMPROVE
Post-Interaction Analysis
Real-time Decisioning
Customer Intelligence
Continuously
SHAPE the
Interaction
Root-cause Investigation
Employee Evaluation
Corrective Actions
Coaching
Rewards
Guidance Scripts
Cross-enterprise Workflows
Complying with
regulations &
internal policies
Understand
the
competition
Keep handling
time low
Operate
desktop
applications
Handle
Complex
Processes
What if
A SUPER AGENT could handle every single interaction?
Prevent mistakes
before they occur
Automate data
entry for the agent
WORKFOR
CE
MANAGEM
ENT
Agent Skills
FIZZBACK
Feedback
Quality Scores
Scores
QUALITY
MANAGEM
ENT
CROSS CHANNEL
INTERACTION
ANALYTICS
Quality Scores
Insights from
interactions
REAL TIME
GUIDANCE
Real-Time
Decisioning Engine
REAL TIME
AUTOMATI
ON
KM
Produ
ct
Catal
og
Core
systems
Billing
CRM
Process
Automation
DEMO
11
Completely
UI-Driven
(no coding)
Multi-profile users:
business analysts, IT,
technical integrators
Parallel Project
Development
Time to Value
Measured in
Hours
12
UPC Netherlands
BACKGROUND
SOLUTION HIGHLIGHTS
Business Goals
Increase cross/up-sell
Increase Customer
satisfaction
Increase operational
efficiency reduce AHT,
data entry errors, training
Ensure business process
adherence
SmartCenter
COMPONENTS
Real-Time Process
Optimization
NICE Real-Time Sales
Decisioning
IMPACT
Sales conversion
rate up 39.5%, vs.
control group (w/o the
solution) =
1.88M per year
AHT reduction of 23
sec = 847K per year
INDUSTRY
Telecommunications
The Challenge
The
Solution
The
Results
Be fore
Afte r
Be fore
Afte r
20%
0%
Real-Time Impact
Control Group
14
YES
Create Call
Log In CCare
Navigate
Read
Balance
Over Defined
$ Value
YES
IP Top 200
NO
Route to BDD
Go to CCare
Go to CCare
Navigate
Navigate
(3 clicks)
Assign
team X
Assign local
rep based on
territory
YES
Find Internal
Wholesaler and
Team
Not Found
Assign to
regional
manager
Found
Read Field
Read Name
Field
Is Focus Group
of NW acct?
YES
Enter
information
(7 fields)
Exceptions
Go to KM
NO
Search
(3 clicks)
Read Team
Field
Create Quick
Call
Go to a
desktop
Enter balance
Click Send
15
Create Call
Log In CCare
Create a
Quick Call
Go to a
Desktop
Enter
Information
Auto Paste
Click Send
16
In summary
Key Product Differentiators
Scalability
Proven architecture
support for tens of
thousands of
simultaneous agents
Global tier-1
reference customers
Client-side
decisioning
Built-in operational
framework in
support of hybrid
local and remote
locations
Superior Decisioning
Capabilities
Business Benefits
Agility
State-of-the-art rule
engine
Completely UI-driven
(no coding)
Integrated report
designer
Runs predictive
models for real time
scoring
Agent quality drives
guidance levels
Clear demarcation
between business
analysts and
IT/Technical
Built-in, seamless
content distribution
framework
17
Business Impact
Key Product Differentiators
Return on Your
Assets
Works on top of
existing systems, no
rip-and-replace, no
data mastering
Creates actionable
business insights
from existing data
Deliver Measurable
ROI
Payback period:
Under 7 months
Efficiency gains: AHT
reduction of 10%20%
Revenue
improvement:
increase of 10-15%,
Lead gen 20%-40%
growth
Business Benefits
Translate changes in
strategy, priorities to
field guidance
Agent Empowerment
Employee
Satisfaction Surveys
4.8 out of 5.0 score
No user training
needed
Time to value
measured in hours
18
Value Proposition
Key Product Differentiators
Business Benefits
Ensure Process
Compliance
Improve Operational
Efficiency
Increase
Revenue
19
RTI Offering
Real-Time
Process
Optimization
Real-Time
Activity
Monitoring
Service To
Sales