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7/28/2019 Oscar Martin - NICE Presentation 2013 English
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Oscar Martn
Advanced Solutions Specialist
NICE Systems
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Your customers are in control.
They have the power to shape theirpersonal journey.
You need to get closer
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Getting you closer to your customersAlong the customer journey
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A real business value
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Lets go to the movies
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Call Volume Reduction
ActionAlex bought a new phone
Pattern
Many customers contact theirservice provider afterpurchasing a new phone
ReasonHelp with data transfer
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Call Volume Reduction
Save unnecessary calls
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Call Volume Reduction
ActionAlex bought a new phone
eso u onAlex received a link to his mobile
ResultAlex was saved thetrouble. The serviceprovider prevented anunnecessary call
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Call Volume Reduction
Call Volume Good Customer
Reduction
Experience
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Call Volume Reduction
Capturecross channel
Applytext and s eech
Visualizecustomer ourne
interactions
analytics
Identifypatterns andsequences
Understandcontact reasoning
Predictnext actions
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Call Volume Reduction
ImproveCustomer Experience
Reducecall volume
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Sales Optimization
Your customersare mobile
Mobile apps are
becoming the first step inmany interactions
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Sales Optimization
The customer journey is valuable information:
Social mediamonitoring
Understandinginformation in real time
Increase valueof interactions
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Sales Optimization
A context-relevant offer during aninbound interaction is 10 times more
marketing technique
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Sales Optimization
Smooth transition from service
to sales
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Sales Optimization
Sometimes a sale is
also great service
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Sales Optimization
To be closer, you must be with the agentevery step of the way:
Identify Opportunity
Next Best Offer
Real Time Guidance
Automatic Order Processing
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Sales Optimization
Transform your contact centerTransform your contact centerinto a profit center
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Proactive Compliance
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Proactive Compliance
So...
Why not put technology to work for you
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Proactive Compliance
Compliance
The burden of proof is on you
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Proactive Compliance
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Proactive Compliance
Capture allinteractions
Identify infractionsautomatically
Guide agents to
drive enforcementin real time
Audit with speed
and simplicity
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Voice of the Customer
Great customer service
80% of companies provide it
Only 8% of the customers get it
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Voice of the Customer
When a positive experience is still fresh:
#1Get real-timefeedback
#2Listen & respondto feedback
#3Resolve anyissues - fast
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Voice of the Customer
Delivering great customer experiencerequires understandingCapture every detail in thecross channel customer journey:
What did she say?What did he think?What did they do?
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Voice of the Customer
Leverage Big Data Analytics
Hear the Voice of the Customer
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Life is about thejourney,not the destination.
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We have the opportunityto shape the customer experience
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Getting You Closer To Your Customers
Want to get closer?Demonstration at NICE boothon the Showcase Floor