NICE Customer Interaction Management Solutions

Getting You Closer to Your Customers

NICE solutions enable you to capture customer interactions, analyze Big Data, act on insights and impact interactions in real time. The result: the right experience delivered in every interaction, across all customer touchpoints, and a better bottom line. Driven by deep domain expertise, our solutions deliver industry best practices, pre-built content and closed-loop workflows to allow rapid implementation, and provide quick and continuous business value in the most critical areas of your business. 

By Business Need

Compliance & RiskCompliance & Risk
Organizations are facing growing compliance and risk challenges. The regulatory environment is constantly evolving, internal policies are tightened, and fraud is becoming increasingly more sophisticated.  
Operational EfficiencyOperational Efficiency
In the multi-channel era, where there are more channels and more interactions across them, the challenge to handle large volumes of customer interactions has grown exponentially.  
Voice of the CustomerVoice of the Customer
Today’s customers demand service when and how it’s most convenient for them—by phone or in person, on the web, via self-service or even social media. For organizations it makes it difficult to provide a consistent, effective and compelling customer experience across all communication channels.  
Back Office Workforce OptimizationBack Office Performance
Back office departments are not typically associated with customer service. Yet, back office operations have the ability to impact the customer experience. When back office worker do their job well, customer expectations are met, and sometimes exceeded. However, when errors are made, processing guidelines aren’t followed or backlogs mount, front office volumes rise, operational costs increase and customer dissatisfaction ensues.

By Industry

InsuranceInsurance
Improve Customer Retention, Increase Operational Efficiency and Boost Revenues Consumers have many choices when looking for a company to insure their health, homes, automobiles and other valuables. Price is a key factor in winning new business and customer experience can help keep current policyholders on board. Is it possible for insurance call centers to provide superior customer service and keep costs low? With NICE, it is.  
Communication Service ProvidersCommunication Service Providers
Differentiation and Competitive Advantage on the Front Line 
Health CareHealth Care
The Prescription for Patient and Client Wellbeing and Regulatory Compliance With changes on the horizon due to industry reform, the health care industry faces increasing competition and regulation. At the same time, the cost of providing customer service to patients and clients is on the rise. Health care call centers must keep current clients enrolled and gain new ones while watching the bottom line and maintaining regulatory compliance. These pressures all point to the needs for both operational efficiency and service excellence in the health care call center.
OutsourcingOutsourcing
Cost Savings and Insights You Can Pass Along to Clients Many companies outsource their customer service operations to cut costs and gain efficiencies. Typically, their goal is top-level service for their end-customers at the lowest possible price. In order to compete with rival bidders, outsourcing vendors must minimize their own costs by maximizing productivity and reducing technology ownership costs.  
Public SectorPublic Sector
Maximizing Service and Controlling Costs Serving the public sector has never been more difficult. Government agencies face a multitude of challenges. They must spend the public’s money wisely while fulfilling citizens’ expectations of service. New legislative mandates and changing demographics are also driving a technological transformation of public sector call centers. Investment in new technology, once seen as a luxury, is increasingly viewed as a way to optimize operational efficiency and provide constituents the level of service they expect. 
UtilitiesUtilities
Boost Customer Retention, Improve Operational Efficiency and Mitigate Compliance Risks
TransportationTransportation
Boost Customer Loyalty, Control Operating Costs and Improve Revenue Performance  Whether a transportation company moves people or cargo, satisfying customers and retaining their business is an important key to success. Competition for customers is becoming increasingly intense, even as operating budgets are strained by rising fuel and labor costs. Companies often seek cost-efficiencies in the call center; delivering them means giving customers the quality of service they expect in a way that optimizes operational efficiency.  

Solution Suites

Back Office Workforce OptimizationBack Office Performance
Back office departments are not typically associated with customer service. Yet, back office operations have the ability to impact the customer experience. When back office worker do their job well, customer expectations are met, and sometimes exceeded. However, when errors are made, processing guidelines aren’t followed or backlogs mount, front office volumes rise, operational costs increase and customer dissatisfaction ensues.
Call Volume Reduction SuiteCall Volume Reduction
Resolve customer needs in one contact and prevent follow-up calls
Handle Time OptimizationHandle Time Optimization
Understand how time can be saved during customer interactions without sacrificing desired outcomes
Proactive Compliance for Consumer ProtectionProactive Compliance
Ensure All Customer Interactions Comply with Regulations 
Retail Customer Experience and Sales EffectivenessRetail Customer Experience
Maximize Your Operational Performance Today’s retailers know that technology can be an enabler to superior performance, cost reduction, and higher profitability for the organization.  The NICE Retail Optimization suite provides customers with the tools to improve the retail customer experience and increase retail profitability. Our performance management solutions facilitate associate training and coaching for better sales effectiveness, an improved customer experience and reduced employee turnover.
Workforce Optimization
Drive employee performance, improve customer experience and decrease cost with active WFO
Voice of the CustomerVoice of the Customer
Listen to the real Voice of the Customer to enable a superior customer experience, enterprise-wide

Standalone Solutions

Contact Center Fraud PreventionContact Center Fraud Prevention
Prevent fraud by applying advanced analytics and detecting suspicious interactions in real time
Real-Time Customer FeedbackReal-Time Customer Feedback
Post-call surveys tied to the specific interactions that influenced customer experiences
Customer Journey Optimization
Analyze cross-channel behavior and drive real-time action to optimize the journey of each customer
First Contact ResolutionFirst Contact Resolution
Identify the drivers of repeat contacts across multiple communication channels to address customer requests in a single interaction
Incentive Compensation ManagementIncentive Compensation Management
Automate the process of commission, bonus, and incentive administration to support any type of variable pay strategy
Interaction AnalyticsInteraction Analytics
Analysis of interactions across multiple contact channels using speech, email, chat, desktop and call flow analytics
Contact Center Interaction RecordingInteraction Recording
Robust multi-channel interaction recording with built-in query, storage and retention capabilities
Performance ManagementPerformance Management
Turn service operations into high performance, data-driven organizations
Quality ManagementQuality Management
Manage and improve quality of service at the agent level and align contact center and business strategy
Real-Time Activity Monitoring
Analyze employees desktop activity to identify process inefficiencies and discover best practices
Real-Time AuthenticationReal-Time Authentication
Leverage voice biometrics and seamless enrollment to make the customer authentication quick and secure
Real-Time Guidance & AutomationReal-Time Guidance & Automation
Next-best-action recommendations to agents in real time during phone or chat interactions with customers
Sales Performance ManagementSales Performance Management
Analyze how teams are performing and take action to drive sales effectiveness
Service-to-SalesService-to-Sales
Increase up-sell and cross-sell performance and help agents spot— and close— opportunities in real time
Workforce ManagementWorkforce Management
Advanced forecasting and scheduling capabilities with built-in multi-skill and multi-site capabilities
Real-Time Web Engagement
Personalize interactions, deliver timely offers, and optimize service across Web and digital channels