Proactively get to know what each customer is thinking and take the right action first time, reducing cost to serve.
Keep customers engaged in conversation from onboarding to installation, service, and retention.
Increase right first-time action and operational efficiency by ensuring customers’ needs and wants are known.
Utilizing proactive conversational AI, NICE ContactEngine removes the need for you to make assumptions about the needs, wants, and actions of the customers that never contact you. Engage every customer in long-duration conversations, through multiple milestones, delivering 90% success (aka containment).
Learn how Lumen goes beyond frictionless to provide a humanized, personal customer experience with NICE ContactEngine, for cost savings and optimal CX.
Eliminate costly assumptions.
Analyzes data to identify where a proactive conversation should be triggered or changed. Signals the start of a new conversation, or a new path for an ongoing conversation.
Collects and formats data and automatically feeds it back into your systems, keeping your customer records fully up-to-date.
Opens, maintains, and completes millions of simultaneous conversations 24 x 7 x 365 to ensure that customer responses are understood and replied quickly.
Monitors and flags the <10% of conversations that need escalation. Agents are equipped with full context of the conversation, enabling precise and timely intervention.
Every conversation has an objective, and each customer is navigated uniquely to that objective through conversation. Unlike notifications, proactive conversations invite the customer to respond by asking them a question, meaning you get to know exactly what each customer wants to do.
Engage each customer in a single, seamless conversation across the whole of their journey no matter how long it lasts.
The proactive revolution - Taking the lead in customer experience
The pandemic has driven seismic shifts in consumer expectations. Instant communication on the consumer's channel of choice has become the ‘new normal’ for any interaction with support organizations.
Ultimate Survival Guide for Transforming Reactive Service into a Proactive Experience
Research by Salesforce shows that 45% of customers will switch brands if companies don’t actively anticipate their needs.
Collections: The Case for Collection Treatment Automation with Proactive Conversational AI
Outbound digital assistance armed with intelligent conversations using natural language and AI, dynamic engagement strategies, and easy-to-trigger payment transactions is making collections treatment automation a game-(and reputation)-changer.