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NICE Customer Interaction Management Solutions
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Own the Decisive Moment of Customer Service
In customer service, every customer interaction is a Decisive Moment™, a make-it or break-it moment with the customer. NICE Customer Interaction Management solutions enable organizations to own the Decisive Moments of customer service by preparing for every interaction, shaping it in real time and continuously improving for future interactions. NICE solutions deliver industry best practices, pre-built content and closed-loop workflows to allow rapid implementation, and deliver quick and continuous business value in the most critical areas of your contact center, back office or branch operations.
By Business Need
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.
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.
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 departments are not typically associated with customer service. Yet, these back office workers 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
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.
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.
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.
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.
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 departments are not typically associated with customer service. Yet, these back office workers 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.
Analysis of interactions across multiple contact channels using speech, email, chat, desktop and call flow analytics
Ensure All Customer Interactions Comply with Regulations
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.
Drive employee performance, improve customer experience and decrease cost with active WFO
Listen to the real Voice of the Customer to enable a superior customer experience, enterprise-wide
Standalone Solutions
Prevent fraud by applying advanced analytics and detecting suspicious interactions in real time
Post-call surveys tied to the specific interactions that influenced customer experiences
Identify the drivers of repeat contacts across multiple communication channels to address customer requests in a single interaction
Automate the process of commission, bonus, and incentive administration to support any type of variable pay strategy
Robust multi-channel interaction recording with built-in query, storage and retention capabilities
Understand how time can be saved during customer interactions without sacrificing desired outcomes
Create mobile customer experience that is as smart as your customers’ mobile devices
Manage and improve quality of service at the agent level and align contact center and business strategy
Leverage voice biometrics and seamless enrollment to make the customer authentication quick and secure
Next-best-action recommendations to agents in real time during phone or chat interactions with customers
Analyze how teams are performing and take action to drive sales effectiveness
Increase up-sell and cross-sell performance and help agents spot— and close— opportunities in real time
Advanced forecasting and scheduling capabilities with built-in multi-skill and multi-site capabilities