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Optimizing Customer Dynamics
NICE SmartCenter optimizes Customer Dynamics—the myriad complex, continuous interchanges that occur between customers and businesses—to deliver tangible value to contact center, sales, marketing and back office operations. NICE SmartCenter is an integrated suite of targeted business solutions and best-in-class capabilities that capture customer and business intent, reveal crucial insights and enable decisive actions to impact performance. It delivers benefits across a wide range of business imperatives including compliance and risk management, operational efficiency, customer experience and revenue generation.
NICE SmartCenter Business Solutions
NICE SmartCenter Business Solutions optimize Customer Dynamics to target key business issues. These solutions encapsulate industry best practices, pre-built content and closed-loop workflows to allow rapid implementation and deliver continuous business value. They package all the capabilities organizations need to capture intent, extract insights and impact performance to deliver tangible business value.
NICE SmartCenter Business Solutions target the following key business areas:
- Predictive Customer Churn- recognize potential customer churn by identifying signals of intent. Use insights gained into their underlying rationale to proactively intervene before it’s too late.
- Collections Optimization- identify best-practices and training needs to improve collections efficiency and boost revenue.
- Customer Experience- recognize what customers are seeking and the intent driving their interactions in order to align the intent and performance of the business. Improve short comings and amplify strengths in processes and performance to transform customer experience into competitive differentiation.
- First Contact Resolution- discover when, how and why customers contact your business to identify repeat interactions that can be avoided.
- Quality Optimization- view and manage agent performance in light of overall business goals in order to align contact center performance and business strategy
- Sales Effectiveness- identify best-practices and training needs to improve sales performance and boost revenues.
- Marketing Effectiveness- understand how well campaigns and promotions are performing in time to fine tune, if needed, and improve results. Utilize insights on customer desires and competitive actions to create compelling future campaigns.
- Handle Time Optimization- understand where time can be recaptured during customer interactions without sacrificing desired outcomes and customer satisfaction.
NICE SmartCenter Suite Platform
NICE SmartCenter offers an integrated platform of best-in-class capabilities that deliver comprehensive functionality to capture customer interactions across all communication channels, analyze them to discover valuable insights hidden within, optimize workforce utilization and performance and impact the interactions as transpire. The NICE SmartCenter platform also provides a solid foundation for NICE SmartCenter Business Solutions.
The NICE SmartCenter Suite Platform provides best-in-class capabilities for:
- Interaction Recording- offers compliance recording solutions that capture, store and maintain multi-channel interactions occurring in the organization such as telephone conversations and screen activity.
- Interaction Analytics- provides cross-channel analysis for meaningful insights and understanding into customer intent that can improve the dynamic between organizations and their customers. It transforms the substance of interactions with customers into tangible and comprehensible information that enables productive, impactful change.
- Workforce Management- optimizes personnel resources to make sure the right agent is ready to interact with the right customer at the right time in the right contact channel. Having appropriate resources in place impacts Customer Dynamics by reducing wait times and responding promptly and effectively to customer requests. WFM also enables companies to adjust resource allocations dynamically in order to address changes in contact behaviors and volumes.
- Performance Management- directs operational intent in order to successfully meet business goals. Providing up-to-date performance results at individual, group, department and organizational levels ensures that everyone is aware of their goals, current achievement levels and what needs to be done to address any gaps.
- Quality Optimization- an effective way to gain insights from the customer dynamic is to evaluate it as it transpired. With Quality Management businesses look at specific interactions to evaluate what’s working – and what isn’t. Once issues are identified, these insights drive specific improvement actions, such as agent coaching, impacting Customer Dynamics during future contacts.
- Customer Feedback- an easy-to-deploy, IVR-based, post-call survey system– the most efficient way to collect customer opinions.
- Agent Coaching - provides contact center agents with the feedback they need concerning how well they are performing their tasks, where and how they can improve, and what's new in the contact center.
- Storage Center - archives and retains captured interactions while leveraging existing storage investments and protecting organizational assets
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