disclaimer · 2019-11-25 · the product and marketing information, and any pricing information...
Post on 19-Jul-2020
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The product and marketing information, and any pricing information contained herein including any software features, functionality or other demonstration is being provided to you strictly for informative and display purposes.
NICE Systems Ltd. (“NICE”) hereby expressly disclaims any commitment or obligation, legal or otherwise, to include, develop or incorporate any content, features or functionality (or any portion thereof) contained herein in any of its future software, technology or other products.
Any pricing information is strictly provided for informational purposes and NICE expressly disclaims any commitment or obligation to provide products or services at the stated prices.
The information including all intellectual property rights thereto is strictly and exclusively the confidential and proprietary information of NICE and may not be reproduced, shared or disclosed to any third party without the express written consent of NICE.
DisclaimerDisclaimer
Introducing our new
brand identity
NICE Multi Channel Interaction Management
Brett Jones – Partners and Alliances Mgr
NICE Australia & New Zealand
KNOWYOUR CUSTOMER
OPTIMIZECUSTOMER JOURNEY
ACTIN REAL-TIME
Know what customers want
and need and what should
be done about it
Reduce customer effort by
optimizing the end-to-end
journey
Provide an immediate &
personal solution
KNOWYOUR
CUSTOMER
OPTIMIZECUSTOMER JOURNEY
ACTIN REAL-TIME
The NICE WFO Portfolio
So, Omni-channel is all about the customer
But what about you and your
employees? How do you:
ensure your agents know they are evaluated in the
same manner, no matter the channel they work on?
ensure you are PCI DSS3 compliant on
all recordings on all channels?
free your employees to
be proactive?know if an agent achieves higher
satisfaction on voice or video?
introduce new channels
easily?provide evidence from all channels is case of audit?
reduce time and money is spent on defining rules and procedures on multiple
systems
scale up?
ensure compliance and quality from day one?
How can you know if your agents identify sales
opportunities in chat?
change retention period for interaction
recordings for all channels?
Interaction Analytics
Quality Management
Real-time Authentication
Real-Time speech analytics
Interaction management
Business Applications
NICE AIR & Engage:
Keep on top of customer Interactions
Chat
NICE AIR & Engage
1-click to Value
State-of-the-Art
Business
Continuity
Comprehensive
Compliance
Omni-channel
Recording
Multi-Channel Recording – Roadmap Highlights
Multi Channel & RT Enablement
Simplification & UX
Compliance
Simple Recording configuration
System Mapping
Playback Portal
New UI for common applications (simplesearch & share)
New UI for Multi-Channel Player
Unified API
Personal Dashboard
‘Do It Yourself’ – support move, add, change operations
New UI for User Admin/ System Admin
Voice, Screen, Text recording via same recorder
Real Time streaming for real time applications
New Integrations: Vidyo, BoomeRing
Advanced Video Recording
Chat recording for top tier chat solutions
New Integrations: Skypefor Business
Recording social chat (Facebook Messenger, Twitter)
Recording Async. Channels (e.g. WhatsApp, Google Hangouts)
Client side recording conversations based on WebRTC
Advanced Privacy Rules
E2E Encryption Support
Government Ready(FIPS 140-2)
Support PCI- DSS3
Media management
Tagging for interactions under litigation
Force delete for selected interactions
Management of retention policies
CC Compliance Assurance suite
Automatic Alerts onnon-compliant interactions
Integration with EIA (Enterprise Information Archiving) vendors
Recently Released Coming 2-6 months Next 1-2 years
Randomly selected interactions lack relevance
Billing
Repeat Calls
Negative Sentiment
Quality evaluations are time consuming
Finding interactions Performing Evaluations
11
Targeted evaluation yields useful insight
Billing
Repeat Calls
Negative Sentiment
Lets see this in action
To Provide an Omni-
channel experience, your
organization needs to be
managed and operate in
an omni-channel way
Omni-channel experiences,
inside and out
Internal
omni-channel
experience
Record all channels with a single
server: voice, screen, chat, video,
email, text
Easily apply the QM and analytics best
practices developed for voice, across
channels
Create value with real time applications
Encryption, PCI, FIPS, Retention,
Interaction Lock-down, compliance
assurance, resiliency
Aligned with latest technology, secure,
resilient, scalable, open
Record, encrypt, archive, manage
retention, search, retrieve, playback,
lock
NICE Engage Omni-channel Solution Benefits
Manage all
recording needs
in a single place
A Single recorder
for operational
efficiency
Improve
customer
experience
Comprehensive
ComplianceEnterprise Grade
NICE AIR & Engage the only truly omni-channel recording
platform
by applying the same advanced compliance policies and practices to all channels
Protect your organization
by applying the quality management and analytics methodology developed for voice across channels
with a single, highly scalable platform, that is ready for any channel
Reduce costs & improve efficiency
Improve customer experience
Integrate with CRM Integrate with any SBC
An Open Platform
SecureManage
interactions
Export to
external BI
Connect any text
sourceIntegrate with any
CTI
Enhance interactions
with external business
data
Resilient
Scalable
NICE Engage APIs
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