Interaction Management

Overview

Customer Interaction Management

With the proliferation of smart devices and social networks, today’s consumers are far more knowledgeable, connected, and influential than ever before. They are contacting organizations in greater volumes, and through a growing number of interaction channels and touch points, demanding NOW service.

Organizations need to deliver on the expectations of these new and demanding customers, while meeting their business goals. In this increased complexity, every customer interaction becomes a Decisive Moment™ – an opportunity for providing efficient service, securing customer loyalty, and generating more revenue; or an opportunity lost, if failing to serve optimally or even losing the customer to the competition.

NICE’s Customer Interaction Management solutions enable you to capture the opportunity in every interaction and own the Decisive Moment. NICE is there to help you be best prepared for each interaction, shape it in real time, and continuously improve future interactions. NICE solutions impact customer interactions across all communication channels and touch points, including the contact center, retail branch, and back office.

NICE delivers integrated solutions for :

Compliance & Risk – Adhere to the latest industry regulations and internal processes, and mitigate the risks inherent to customer service interactions.

Workforce Optimization – Ensure that frontline representatives are at their best when interacting with customers by measuring, managing and motivating their performance.

Operational Efficiency – Act in real time to ensure that interactions are handled most efficiently, unnecessary contacts are prevented and self-service channels are utilized effectively.

Voice of the Customer – Drive interactions according to the Voice of the Customer embed customers’ perspective into service processes and relay customer insights throughout the organization.

Sales & Retention – Increase revenues from inbound interactions by transforming service calls into cross-sell and up-sell opportunities.

Back Office Workforce Optimization – Improve workforce productivity and staffing levels, drive efficient task handling in real time, automate processes, and ensure regulatory compliance.