NICE Real Time Impact Offering
Turning Insights into Real-Time Impact
Agenda
 Introducing the NICE Real-Time
Impact Offering
 Real-Time Guidance and
Automation
 Case Studies
 Key Takeaways
is THERE
To help you Own
INTERACTIONS:
The Decisive Moments of Customer Service
the
Decisive Moment
In every
INTERACTION
4
PREPARE for
SHAPE the
Continuously
the Interaction
Interaction
IMPROVE
Workforce Optimization

Staffing & Scheduling

Performance Management

Best Practices

Skills Management

Incentives Management
Voice of the Customer
Real-time Analytics
Cross-Channel Journey

Loyalty Score

Preferences

Previous Activities
Direct, Indirect, Inferred
Post-Interaction Analysis
Real-time Decisioning

Root-cause Investigation

Employee Evaluation
Corrective Actions
Customer Intelligence



Real-time Guidance &
Automation



Coaching
Rewards
Guidance Scripts
Cross-enterprise Workflows
What Are Agents Struggling With?
Generate sales
Provide
Excellent
Customer
Service
Complying with
regulations &
internal policies
Understand
the
competition
Access and digest
large amount of
information
Keep handling
time low
Operate
desktop
applications
Handle
Complex
Processes
What if…
A SUPER AGENT could handle every single interaction?
You could have an expert next to each agent,
guiding them through every interaction?
Consolidate data from
multiple applications
onto a Single View

Prevent mistakes
before they occur
Automate data
entry for the agent
Detect churn and
invoke proactive
retention steps?
Catch that sales
opportunity as it
arises
With NICE’s Real-Time Impact Offering – You Can!
7
Real-Time Decision Making Capabilities
WORKFORCE
MANAGEMENT
Agent Skills
FIZZBACK
Feedback
Quality Scores
Scores
CROSS CHANNEL
QUALITY
MANAGEMENT INTERACTION ANALYTICS
Quality Scores
Insights from
interactions
REAL TIME
GUIDANCE
Real-Time
Decisioning Engine
REAL TIME
AUTOMATION
KM
Product
Catalog
Core systems
Billing
CRM
8
Delivering Business Impact in Every Interaction
Process
Guidance
Process
Automation
9
DEMO
Flexible and Intuitive Design Environment

Designed for both technical &
business users

Visual, graphic process design

Business rules are defined
using natural language

Quick testing & rollout
to production
11
Enabling IT with Business Agility
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
 2nd largest cable
television operator in the
Netherlands
 Serves 1.9M customers
 600 seats CC, 3 in
house, 3 outsourced
Business Goals
 Increase cross/up-sell
 Increase Customer
satisfaction
 Increase operational
efficiency – reduce AHT,
data entry errors, training
 Ensure business process
adherence
 Real-Time Process
Optimization
 NICE Real-Time Sales
Decisioning
Improved Sales Effectiveness
 Up-sell and cross-sell advice based on information
from Clarify (CRM) , Clementine (Knowledge
Management), and Unica (Campaign Management)
Efficiency and Customer Satisfaction
 Support the process of dispatch of engineers to the
field. Connected to Dispatch application
 Credit tool – real time calculation for credits to be
issued to customers
Technical problem resolution support
• Connected to Clarify and Technical Diagnostics
application – Smart Script!
“NICE has delivered on all counts. During the time it
has been in use at our call centers, it has driven a
significant reduction in AHT and a measurable
increase in the success of sales promotions and in
service-to-sales conversion rates. NICE has become
an indispensable aide in our call center agents’ daily
working environment.”
 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
Marco Vianen, Vice President of Customer
Operations, UPC Netherlands
Telecommunications
Nationwide Financial Services
Business
Background/
Objectives:
NFS is a leading provider of annuities, life insurance, retirement plans,
and other financial services for individuals and institutional clients
The Challenge
Improve Asset Retention process accuracy, empower reps with
contextual knowledge push, improve customer experience
The
Solution
Business rules and guidance for Asset Retention Process, special
groups treatment alerts, inbound sales assistance
The
Results
17% improvement in Asset Retention process accuracy
Real-Time Impact Results
100%
80%
60%
40%
Before
After
Before
After
20%
0%
Real-Time Impact
Control Group
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Asset Retention: Before
Asset
Retention?
Go to
Adesktop
YES
Create Call
Log In CCare
Navigate
Read
Balance
Over Defined
$ Value
YES
IP Top 200
NO
Route to BDD
Assign
team X
Go to CCare
Assign local
rep based on
territory
Go to CCare
YES
Navigate
Navigate
(3 clicks)
Find Internal
Wholesaler and
Team
Not Found
Assign to
regional
manager
Found
Read Field
Read Name
Field
Is Focus Group
of NW acct?
Enter
information
(7 fields)
YES
Exceptions
Go to KM
NO
Search
(3 clicks)
Read Team
Field
Create Quick
Call
Go to a
desktop
Enter balance
Click Send
15
Asset Retention: After
Asset
Retention?
YES
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
Key Business Differentiators
Superior Decisioning
Capabilities
Business Benefits
Agility
 State-of-the-art rule
engine
 Completely UI-driven
(no coding)
 Interfaces with all
desktop
technologies
 Integrated report
designer
 Runs predictive
models for real time
scoring
 Agent quality drives
guidance levels
 Clear demarcation
between business
analysts and
IT/Technical
Holistic, KPI Driven
Methodology
 Integrated with the
NICE’s world leading
Interaction Analytics
 Built-in data
collection and
reporting
 Closed loop Insightto-Impact cycle
 Built-in, seamless
content distribution
framework
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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
Key Business Differentiators
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
Business & IT Agility
High User Adoption
 Translate changes in
strategy, priorities to
field guidance
 Agent Empowerment
 Zero intrusion, zero
down time, zero risk
for the organization
 Employee
Satisfaction Surveys
– 4.8 out of 5.0 score
 No user training
needed
 Time to value
measured in hours
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Value Proposition
Key Product Differentiators
Key Business Differentiators
Business Benefits
Ensure Process
Compliance
Enforce predefined interaction processes and
scripts to eliminate errors and exposure
Improve Operational
Efficiency
Enhance interactions with agent guidance
and automation to answer and resolve issues
faster
Increase
Revenue
Sense and respond to sales opportunities
with best offer recommendation and sales
guidance
19
RTI Offering
20
Real-Time
Process
Optimization
Real time process guidance and automation
Error reduction
Real time decision support
Real-Time
Activity
Monitoring
Process analytics for comprehensive insight to
back- and front-office productivity
Service To
Sales
Turn service calls into sales
Increase number of leads
Improve sales conversion rates