Real Time Impact
Real Time Impact
NICE Real-Time Process Optimisation helps guide agents through the complexities of live calls, automates the retrieval and updating of customer data and provides best offers, tailored uniquely to each customer at the time it is most relevant.
Real Time Impact
NICE Real-Time Process Optimisation helps guide agents through the complexities of live calls, automates the retrieval and updating of customer data and provides best offers, tailored uniquely to each customer at the time it is most relevant.
Part of the NICE SmartCenter Suite it analyses the interactions and transactions which occur between customers and contact centres as they happen, providing valuable insight on customers wants and needs, the issues they face and how to address them.
NICE Real-Time Process Optimisation impacts interactions as they unfold through next-best-action agent guidance, cross-sell and up-sell recommendations and process automation.
Key Features:
Non-Intrusive Integration- integrates with databases and back-end applications via Web services
Real-Time Decisioning – Using predefined business rules, the engine determines the action to automatically perform on the desktop i.e. presentation of guidance callouts or automation of data entry
Real-Time Guidance – through informational, contextual and interactive HTML pop-up window call outs
Real –Time Automation – such as automated data entry into screens, automated application screen navigation and launching applications and documents in the right context of the call
Real-Time Process Enforcement – limits screen and application functionality until agents complete mandatory steps and can shut down applications where invalid actions are performed
Real-Time Sales and Retention – integrates with predictive analytics and campaign management systems to identify real-time best offers
NICE Real-Time Process Optimization is primarily aimed at medium to large contact centre environments but can also be applied where high revenue or complex sales cycles exist. A contact centre does not need to have existing NICE applications in place to benefit from using this technology and discovery sessions can be arranged to help generate proof of concept to support further business cases if required.
Key Benefits:
Shortens average handle time - through automation capabilities
Increases first call resolution – through intuitive real time guidance and call out’s
Increases sales revenue – by providing best offers based on real time customer data
Reduces Customer Churn – by providing ‘small merchant intimacy’ and empowers agents to resolve issues through real-time guidance
Improves operational efficiency – using a closed-loop operational workflow
Enhanced customer service – dealing with enquiries more efficiently and providing best and relevant offers at optimum time