r t i - call centre helper...© 2011 business systems uk ltd & nice systems. confidential. do...
TRANSCRIPT
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Turning Insights into Real-Time Impact
R T I
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© 2011 Business Systems UK Ltd & NICE Systems CONFIDENTIAL. DO NOT DISTRIBUTE
Customer
Customer Dynamics Optimisationwith
Real-Time Impact
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© 2011 Business Systems UK Ltd & NICE Systems CONFIDENTIAL. DO NOT DISTRIBUTE
Intent
Capturecustomer and
business
Capture
Multi-Channel
Interactions
Analyze
Past
interactions
across channels
Insight
Analyze toreveal
Identify
Root Causes
Implement
Process
workflows and
business rules
ActReal-Time
Guidance,
Process
Automation,
Sales Support
Impact
Take actionto create
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© 2011 Business Systems UK Ltd & NICE Systems CONFIDENTIAL. DO NOT DISTRIBUTE
Customer
The RTI Value Proposition…
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© 2011 Business Systems UK Ltd & NICE Systems CONFIDENTIAL. DO NOT DISTRIBUTE
Value PropositionIncrease Revenue
Sense and respond to sales opportunities
and churn risks with best offer
recommendation and sales / retention
guidance
Improve Operational Efficiency
Streamline customer interactions with Agent
guidance and process automation
Ensure Process Compliance
Enforce predefined interaction processes and
scripts
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© 2011 Business Systems UK Ltd & NICE Systems CONFIDENTIAL. DO NOT DISTRIBUTE
Business Objectives
Revenue Growth
Customer Retention
Efficiency
Quality of Service
Agent Analytics CustomerAnalytics
Insights from interactions
CRM Billing
Knowledge BaseMS Office
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© 2011 Business Systems UK Ltd & NICE Systems CONFIDENTIAL. DO NOT DISTRIBUTE
A Brief demonstration of Real-Time Impact
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© 2011 Business Systems UK Ltd & NICE Systems CONFIDENTIAL. DO NOT DISTRIBUTE
What we’ve seen…
• Customer service
– Speed, efficiency, vital seconds saved
– Offered right information at right time to answer customer query
• Sales opportunity
– Prompting agents to ask for useful information
– Guided to sell in line with best practises
• Stress efficiency gains
– Remove need to navigate numerous applications
– Potentially eliminate wrap-up time
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© 2011 Business Systems UK Ltd & NICE Systems CONFIDENTIAL. DO NOT DISTRIBUTE
Customer RTI Business Agility?…
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© 2011 Business Systems UK Ltd & NICE Systems CONFIDENTIAL. DO NOT DISTRIBUTE
Completely UI-Driven
(Links applications at
desktop)
No need for lengthy
resource hungry
integration
Parallel Project in
weeks not years !
Time to Value
Measured in Hours
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© 2011 Business Systems UK Ltd & NICE Systems CONFIDENTIAL. DO NOT DISTRIBUTE
Customer Progression Steps…
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© 2011 Business Systems UK Ltd & NICE Systems CONFIDENTIAL. DO NOT DISTRIBUTE
Production Rollout
Pilot Programme
Opportunity Assessment
Discovery Workshop
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© 2011 Business Systems UK Ltd & NICE Systems CONFIDENTIAL. DO NOT DISTRIBUTE
Customer RTI Successes…
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© 2011 Business Systems UK Ltd & NICE Systems CONFIDENTIAL. DO NOT DISTRIBUTE
Retail Utilities
Telecom Finance and Insurance
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© 2011 Business Systems UK Ltd & NICE Systems CONFIDENTIAL. DO NOT DISTRIBUTE
ROI in less than 6-months
Solution roll-out in 8 – 12 weeks
20 seconds decrease in AHT
20% increase in plans sold per call
16% increase in lines sold per month
87% User endorsement (Agents)
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© 2011 Business Systems UK Ltd & NICE Systems CONFIDENTIAL. DO NOT DISTRIBUTE
Q &A
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© 2011 Business Systems UK Ltd & NICE Systems CONFIDENTIAL. DO NOT DISTRIBUTE
Or message us at:- [email protected]
David Mason07971 360205