Contact Centres
NICE SmartCenter™ takes a powerful new approach to managing the contact centre and driving business performance. The path goes through creating a culture of high performance across the organisation - from the employee, to the contact centre operations and up to the entire enterprise.
Organisations face a range of challenges as they strive to achieve high performance, including:
- Dynamic and rapidly changing business environment Increasingly demanding customers
- Multiple communication channels
- Complex operations involving distributed locations, at home agents and outsourced service units
- Disparate business systems and siloed data
NICE SmartCenter enables organisations to meet these challenges through a smarter approach to contact centre and enterprise performance.
NICE SmartCenter solutions are unified within an open, service-oriented architecture (SOA) framework and enhanced by field-proven services and business-focused consulting expertise. The following are among NICE SmartCenter’s fundamental capabilities. The power of NICE SmartCenter lays in the unique synergy between its components:
- Compliance Recording
- Quality Management and Coaching
- Interactions Analytics
- Customer Feedback
- Workforce Management
- Performance Management
The individual solutions within NICE SmartCenter provide market-leading features and functionality of their own for performance management, interaction analytics, quality management, compliance recording workforce management and customer feedback. Together they provide unmatched power with maximum flexibility.
NICE SmartCenter combines domain expertise with industry best practices to assist clients in achieving a rapid and ongoing return on their investment. Our methodology is focused on a detailed understanding of each customer’s unique business needs, operating environment and strategic objectives, for example:
Business Insights
- Reduce churn and increase customer loyalty
- Anticipate customers’ needs and behaviors
- Improve up-sell / cross-sell success rate
- Optimise marketing campaigns
- Enrich the organisation with competitive insight
Operational Efficiency
- Improve skill and volume forecast accuracy
- Schedule the workforce to meet service goals
- Improve effectiveness of quality and coaching programs
- Increase First Call Resolution (FCR)
- Gather customer feedback in real time
Compliance
- Minimize exposure to costly disputes and claims
- Comply with regulations
- Detect and prevent internal and external fraud
- Secure call retention with best execution policy
- Meet labour laws and union restrictions
Solutions
NICE Perform ↓
NICE Perform is the flagship solution from NICE, providing the most comprehensive solution in the market for the capture and analysis of customer interactions to drive performance in the contact-centre and throughout the enterprise. NICE Perform offers critical business insights through integrated solutions for interaction analytics, quality monitoring, regulatory compliance, liability recording, customer feedback and coaching.
NICE Perform provides:
- In-depth analysis of the causes of contact centre quality problems
- Efficient coaching processes
- Unique cross-media (traditional and VoIP calls, agent screens, IVR feedback, email and Web) capture of customer interactions (voice and screen) for analysis
- Better reports using more than 60 best practice report templates
- Supervisor and agent access to information anytime, anywhere, using a flexible, customisable portal
NICE Perform provides a comprehensive platform for improving service quality, strengthening customer loyalty, maximizing revenue opportunities and ensuring compliance. Multi-dimensional analytics, encompassing a wide variety of sources including speech analysis, screen content, customer feedback, call flow and other business data, enables contact centres to extract business insights hidden within captured interactions. These Insights from Interaction provide enterprise decision makers and contact centre managers with a detailed understanding of employee performance, customer actions and critical business issues ranging from operational to strategic.
Key Benefits
- Bridge the gap between contact centre processes and business initiatives
- Align QM workflows with business goals and KPIs
- Drive desirable agent behavior at agent, group and enterprise levels
- Provide tailored online coaching
- Improve evaluation team productivity and fairness
- Ensure consistent service across sites and home-based agents
Interaction Analysis ↓
- Complete - Analyse 100% of audio in a cost-effective way
- Context - Understand which side said what, emotional state, talk-over analysis
- Categorisation - Automatically segment and trend calls for fast insights
- Cause - Get to the core reasons why things happen using ClearSight
- Combination - Add other interaction elements (screen content, CTI events, etc)
- Consultative - Interaction Analytics thought leadership, subject-matter expertise
Business success depends on making the right decision at the right time. Decisions are based on a wide variety of information - industry reports, customer satisfaction surveys, random call recordings, even intuition and gut feelings.
Organisations are often missing the plain hard facts. NICE Perform Interaction Analytics delivers quantifiable, accurate and immediate business insight that improves decision-making and drives better performance.
Analysing contact centre interaction data empowers organisations to meet short-term objectives such as improving First Call Resolution and reducing Average Handle Time, as well as strategic goals such as predicting customer churn, increasing customer loyalty and satisfaction, and increasing marketing campaign effectiveness.
Key Benefits
- Automatically analyse every captured interaction
- Base business decisions on quantifiable, accurate information
- Identify customers at risk in real-time
- Expose root cause for customer dissatisfaction
- Decrease the number of repeat callers
- Reduce Average Handle Time (AHT)
- Uncover and eliminate compliance issues
Work Force Management ↓
IEX TotalView Workforce Management (WFM) software provides a centralised platform for optimising the performance of your contact centre. It helps your centre forecast and plan more accurately and schedule more effectively. It supplies real-time information to let you better manage the performance of your people and your operation. It integrates data seamlessly across your enterprise and automates many time-consuming and labour-intensive processes.
The IEX TotalView Workforce Management system lets contact centres forecast accurately, schedule efficiently and plan effectively. IEX TotalView delivers right-time information on changes in staffing levels, contact volumes and handling times as they occur, letting contact centres act quickly and effectively to address them. It automates time consuming and labour-intensive forecasting and schedule management processes while providing visibility into operations to improve the way the business performs.
NICE SmartCenter Workforce Management features:
- Browser-based access to schedule and performance information
- Flexible, self-adjusting forecasting for accuracy and agility
- Choice of preference or bid-based scheduling
- Continuously updated intraday performance information
- Patented multiskill and multimedia capabilities for complex
- Environments Real-time and historical schedule adherence tracking
- Comprehensive vacation and holiday management
- Automated scheduling of NICE SmartCenter coaching packages
- Outsourcer resource management tools
- Built-in support for single and multisite organisations
Customer Feedback ↓
Many companies believe that they deliver exceptional customer service. However, many customers frequently disagree with that perception.
In order to optimise customer satisfaction, organisations need to determine the most effective way to collect information about the customer experience. Gathering relevant, immediate and comprehensive customer feedback is fundamental to understanding the customer and improving organisational performance and productivity.
NICE Customer Feedback helps companies close the customer satisfaction gap by:
- Obtaining accurate and timely information from customers
- Correlating feedback information with specific interactions to determine the fundamental causes of customer satisfaction or dissatisfaction
- Aligning quality processes with customer expectations and educating agents to deal with the causes of satisfaction gaps
- Analysing customer satisfaction and evaluation trends to maintain alignment
Key Benefits
- Build the voice of the customer into business processes
- Align quality management and coaching with customer expectations
- Collect accurate and timely information from customers
- Provide real-time insight to business users