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