Real-Time Decisioning

An Intelligent Engine for Best Real-Time Outcomes

NICE’s real-time decisioning engine, an integral component of NICE Real-Time Process Optimization, leverages NICE’s rich set of application connectors to capture and synthesize all information needed to drive every customer interaction to a successful outcome. The real-time decisioning engine draws on business rules and predictive analytics models to automate processes and deliver smart, real-time guidance and next-best-action recommendations to agents. Contact centers enjoy effective and efficient service resolution, reduced customer churn, and increased service-to-sales conversion.

Real-Time Decisioning – Enabling Real-Time Process Optimization

Analyzing the ongoing, multifaceted exchange of interactions and transactions between customers and organizations, NICE Real-Time Process Optimization provides contact centers with valuable insights about what their customers want and need, the issues they face and how to address them.

With its real-time decisioning technology, NICE Real-Time Process Optimization automates routine processes, enabling agents to focus on the interaction at hand. It also pushes next-best-action guidance and cross-sell and up-sell recommendations to agents’ desktops in real-time, in the form of context-sensitive callouts. These callouts are sequenced according to company-defined business rules configured within the real-time decisioning engine; they instruct agents on the best process to follow and offers to make. These business rules and the ability to link them  to predictive analytics models are defined and maintained by a business analyst using the Process Optimization Designer—a graphical, point-and-click, interaction design application.

With NICE Process Optimization platform, there is no need for IT to line up resources for development, no dependency on APIs, no code injections or any other intrusive integration approach. This allows the most rapid time to market and fastest, proven ROI. 
 

With its positive impact on revenue, efficiency and customer satisfaction, real-time decisioning is a cornerstone of the entire NICE portfolio of cross-channel business solutions. Click to learn more about Service-to-Sales and contact center operational efficiency solutions from NICE.