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Panel

Discussion

October, 2019

Mike Harwell,

Senior Director,

Omnichannel

Product

Management,

NICE inContact

Kaarina

Kvaavik,

Co-Founder,

Language I/O

.

Live Demonstrations

of Breakthrough

Innovations

Why Digital? Why now?

October 2019

Mike Harwell, Senior Director, Omnichannel Product Management

NICE inContact

A Convergence of TRANSFORMATIONS

3

AI/SELF-SERVICE

DIGITAL

CLOUD/SUITE

DATA & ANALYTICS

WORKFORCE

NICE inContact Confidential – DO NOT DISTRIBUTE

Digital-first Omnichannel Service will Dominate

4 NICE inContact Confidential – DO NOT DISTRIBUTE

98%

What companies have

implemented today

of all companies

offer at least 1

digital channel today

330M

Monthly Active Users

2.1B 800M

WhatsApp with 29 million

messages per minute from 1B+

daily active users

Modern Architecture for Digital-First OmnichannelEliminate siloed digital experiences for customers and agents

Complete Digital Messaging and Real-time

Options with 30+ Channels

Holistic Omnichannel Contact Center Management

Natural Blended Interactions Paradigm +

Context for Agents

Digital-first

Omnichannel

Customer Service

All Agents Are

Omnichannel

NICE inContact Confidential – DO NOT DISTRIBUTE5

Digital-first Omnichannel – The Mandatory Components

6

Centrally manage

Next Gen Digital in the

Contact Center

Add Digital Messaging

and Real-time

Channels

Unified agent –

supporting each channels

unique capabilities

Provide context to all

interactions across

channels

Elevate customer

interactions across Voice,

Digital and Messaging

Provide Holistic

Omnichannel Management

for Contact Center

Incorporate advanced AI

capabilities for intelligent

workflow management

Provide new forecasting

models and KPIs

relevant to digital

NICE inContact Confidential – DO NOT DISTRIBUTE

Demonstration

7 NICE inContact Confidential – DO NOT DISTRIBUTE

8

oneexperience

onestep ahead

onecloud

onedestination

The Most Complete, Unified,

and Intelligent Cloud CX Platform

NICE inContact Confidential – DO NOT DISTRIBUTE

Empower Digital-First Omnichannel Agents

9

Single Interface:

inbox for all digital messaging

and real-time (voice/chat) channels

– retaining native experience of

each messaging platform

Agents in Control: ‘pulling’ work in natural flow,

while dynamic prioritization

maintains SLAs

Customer Card: full customer context, journey

and conversation history,

plus sentiment

NICE inContact Confidential – DO NOT DISTRIBUTE

Support Digital-first Contact Center Operations

10

• Provide

new models

and algorithms

to accurately

reflect digital

demand

Forecasting and

Scheduling

• Accommodate

cross-channel

interactions

and elevation

Interactions

• Support new

channels and

omnichannel

interactions

• Enable capturing

multiple separate

interactions in

parallel

• Adhere to new

regulations

Capturing

• Support new

standards

and processes

Quality

• Provide new

KPIs that reflect

digital channels

Performance

• Process and

make extensive

unstructured

data usable

Analytics

NICE inContact Confidential – DO NOT DISTRIBUTE

Customer support. Any language. Anywhere.

Customer support. Any language. Anywhere.

About Language I/O

About Language I/O

About Language I/O

Customer support. Any language. Anywhere.

Customer support. Any language. Anywhere.

Customer support. Any language. Anywhere.

Customer support. Any language. Anywhere.

Some of the Companies We Work With

Customer support. Any language. Anywhere.

Contact Info

Kaarina Kvaavik

kkvaavik@languageio.com

www.languageio.com

Panel

Discussion

October, 2019

Mike Harwell,

Senior Director,

Omnichannel

Product

Management,

NICE inContact

Kaarina

Kvaavik,

Co-Founder,

Language I/O

.

Q&A