NICE Interaction Analytics Business Solutions Leveraging customer interactions to enhance data-driven business decisions Insight from InteractionsTM

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1 NICE Interaction Analytics Business Solutions Leveraging customer interactions to enhance data-driven business decisions Insight from Interactions TM

2 Improving Business Performance with Interaction Analytics The NICE Interaction Analytics solution delivers immediate value, rapid ROI and a cost effective way to optimize the system to adapt to changing market dynamics. NICE Interaction Analytics increases business success through: First Call Resolution Improvement. NICE Interaction Analytics reduces the probability for repeat calls by identifying frequently referenced topics and informing management to take immediate action to rectify known problems. In addition, the solution provides insight into the operational environment to pro-actively handle service related issues. Average Handling Time Reduction. NICE Interaction Analytics is capable of analyzing call flow and dynamics to reduce average handling time and improve efficiency. It also provides a clearer understanding of the costs associated with extended average handling time. Customer Retention Improvement. NICE Interaction Analytics identifies customer preferences and behavior patterns which help organizations proactively prevent customer churn. Information gathered also enables the creation of personalized offerings to satisfy customers at risk to prevent them from moving to the competition. Marketing Effectiveness. NICE Interaction Analytics gives companies vital insight into the impact a marketing campaign will have on their sales and how to deal more efficiently with future campaigns. Competitive Intelligence. NICE Interaction Analytics captures the customer s opinion of the competition, their offerings and their customer approach. The information helps organizations take the correct pro-active measures to increase customer loyalty. With the deployment of the NICE Interaction Analytics solution, WEBHELP strengthened its offering to our large clients with an unequalled solution for multidimensional interaction analytics, precision quality monitoring and advanced coaching of its 5,000 agents around the world. Frederic Jousset co-president, WEBHELP

3 NICE Interaction Analytics Business Challenge Companies are consistently faced with the growing challenges of understanding market and customer dynamics, improving customer satisfaction and loyalty, while streamlining internal processes to increase profitability. In order to make the correct business decisions, organizations need to understand critical issues such as the rate and causes of customer churn, the effectiveness of various marketing campaigns, competition status, contact center service quality and agent productivity. Business decisions addressing those challenges must be based on the most accurate and recent business information. Organizations therefore need immediate access to accurate, quantifiable information covering all aspects of their business operation. Customer interactions are a valuable resource which can transform the call center into a foundation for assuring business success. Having the information however, is not enough. It is critical to have the ability to efficiently extract the relevant information as well as integrate it with other information sources in the organization such as CRM and written correspondence. Contact Center for Business Growth A company s contact center efficiency and effectiveness can be a key element to achieve outstanding business results. As one of the most precious resources for obtaining essential information, the contact center s ability to empower management to make the appropriate business decisions is a critical factor in an organization s success. Analyzing customer interactions provides a wealth of insight to evaluate performance, productivity and market strategy. In order to maximize the benefits derived from this information, it is essential that organizations find an efficient and cost effective method to analyze audio information and integrate it with other information sources. The results provide more business insight enabling management to make focused and accurate decisions. The NICE Interaction Analytics helped us advance our strategic plan for subscriber growth through maintaining a focus on higher quality customers that optimize ARPU, margins and reduce churn. Our plans call for improving the customer experience at every stage of the customer lifecycle, and the NICE solution helps us Business Challenges Improving customer loyalty Gaining competitive edge Improving profitability achieve these goals. Ellen Filipiak, Senior Vice President, Customer Service, DIRECTV, Inc. Enhancing marketing and sales effectiveness

4 nice InteractIon analytics BusIness solution NICE Interaction Analytics is a powerful business solution that drives high performance and business excellence in the contact center. The solution offers companies the means to obtain multi-dimensional business insight to improve operational efficiency, increase customer loyalty and retention, and improve marketing and sales effectiveness. Analyzing contact center interaction data using NICE Interaction Analytics empowers organizations to meet short-term objectives such as improving First Call Resolution and reducing Average Handle Time. Additionally, the solution enables companies to achieve strategic goals such as predicting customer churn, increasing customer loyalty and satisfaction, and increasing marketing campaign effectiveness. NICE s advanced Interaction Analytics provide us with a unique set of solutions that enable our management team to track more closely and rapidly the wants and needs of our customers. Carrie Kelleher, Chief Operating Officer, LENDING.com Interaction Analysis Categorization Trends & Alerts Automated Root Cause Analysis Operational Efficiency Loyalty & Retention Marketing/ Sales Effectiveness

5 multi-dimensional InteractIon analytics NICE Interaction Analytics offers mass content analysis of 100% of interactions. The solution utilizes NICE s unique multi-dimensional analysis by: Integrating multiple speech analysis technologies including phonetic indexing, word spotting and transcription Analyzing emotion levels during the conversation Performing call pattern analysis to detect talk over, call domination, silences Providing advanced information about the call, call length, number of transfers and hold period Integrating customer information from the CRM system such as demographics and customer status Incorporating chat and web correspondence information and content solution DelIvery As a global leader providing contact center solutions for over 20 years, NICE takes a consultative approach to implementing its Interaction Analytics solutions. NICE Delivery Services experts provide guidance from the initial discovery phase all the way through deployment to ensure rapid return on investment and ongoing effective use of information derived from interactions. Services offered include: Mapping business objectives to analytics components Integrating domain expertise and best practices into business processes Implementing NICE Interaction Analytics to specific environments Ensuring knowledge transfer for future business initiatives Performing periodic implementation check-ups automated root cause analysis NICE Interaction Analytics categorizes the recorded customer interaction according to pre-defined criteria. It then analyzes trends and can issue alerts. Additionally, it performs automated root cause analysis by identifying critical issues requiring extra attention but which may not have been previously pre-defined by the user. The solution then integrates all the different dimensions providing end-to-end business analysis. InteractIon analytics BusIness packages NICE offers a wide range of optional Interaction Analytics business packages to provide more customized tools to improve contact center operations and performance. The Interaction Analytics business packages available include: First Call Resolution Average Handle Time Reduction Churn Reduction Marketing & Sales Effectiveness CRM DATA AUDIO SCREEN CONTENT CALL FLOW & CHAT

6 ABOUT NICE NICE Systems (NASDAQ: NICE) is the leading provider of Insight from Interactions solutions and value-added services, powered by the convergence of advanced analytics of unstructured multimedia content and transactional data from telephony, web, , radio, video, and other data sources. NICE s solutions address the needs of the enterprise and security markets, enabling organizations to operate in an insightful and proactive manner, and take immediate action to improve business and operational performance and ensure safety and security. NICE has over 24,000 customers in more than 135 countries, including over 85 of the Fortune 100 companies. More information is available at CONTACTS Global International HQ, Israel, T , F Americas, North America, T , F EMEA, Europe & Middle East, T , F APAC, Asia Pacific, T , F o View, Alpha, ACTIMIZE, Actimize logo, Customer Feedback, Dispatcher Assessment, Encorder, enicelink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions, Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE SmartCenter, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision, NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet are trademarks and/or registered trademarks of NICE Systems Ltd. All other trademarks are the property of their respective owners. DATE 05/2008 P/N 406f CONTENTS OF THIS DOCUMENT ARE COPYRIGHT 2008