Handling call volume has always been a challenge for service organizations. Today, in the multi-channel era, where there are more channels and more interactions across them, the challenge has grown exponentially. In the face of rising demand, reducing unnecessary calls is critical.
NICE provides solutions to help organizations reduce call volume by resolving customer needs in one contact, predicting and preventing follow-up calls and improving customers’ ability to effectively solve their issues using self-service tools.
First Contact Resolution
Identify the drivers of repeat contacts across multiple communication channels to address customer requests in a single interaction
Next Call Prevention
Prevent the next/first customer call by predicting and fulfilling future need
