NICE PERFORM ANALYTICS SUITE Insight from Interactions
EXTRACTING THE VALUE FROM INTERACTIONS Every day, millions of vital business interactions take place around the world, as organizations interact with customers, employees, contractors, vendors, investors and others. The information contained in these unstructured multimedia interactions is only valuable when it is available, understandable and usable. And with growing regulatory compliance demands, organizations have to find a way to deal with the overwhelming quantities of data available and the limitations of traditional data analysis techniques. GENERATING INSIGHT FROM INTERACTIONS The NICE Analytics Suite extracts the value hidden within unstructured multimedia interactions, providing decision makers with powerful insights into their marketplace and customer base and providing better decision-making tools. While most existing analytics tools deal with structured transactional data, and focus on what happened, NICE takes executives beyond the plain facts to learn why it happened, and what is likely to happen. NICE s multidimensional analytics enable decision makers to discover customer intent, and to identify current and future trends early enough for proactive management of challenges, opportunities and changes. FROM CONTACT CENTER TO CUSTOMER INTERACTION CENTER The NICE analytics suite turns the contact center into an information center focused on the company s customers. NICE gives the contact center the tools to move from call metrics (how many calls, how long they lasted, who answered), into an enterprise hub which serves as the ears and eyes of the enterprise. The insights extracted from this information can be used to improve loyalty and customer retention, increase upsell and cross-sell opportunities, and heighten customer satisfaction, providing value throughout the enterprise, including customer service, marketing, sales, product development, operations, legal and finance. Outsourcers (BPOs) can show their customers how they maintain customer policy, script adherence and high level of service. PRESENTING INTERACTIONS ANALYTICS Built on an advanced open architecture, the NICE Perform Analytics Suite provides multidimensional analytics for a range of interactions, utilizing a wide variety of information sources including: Stereo recording capture layer to enable precise analysis between agent and customer information by recording the agent and customer separately. Word spotting: automatic spotting of user defined key words and phrases. Emotion detection: spotting stress or anger in voices on each side of the interaction. Talk pattern analysis: presenting cross-talk, silence duration analysis. Call flow analysis: analyzing the customer experience during the interaction, and indicating events such as hold and transfer durations. Post-call customer surveys: immediate customer feedback gathered at the end of the interaction. Screen data capture and screen content analysis. All data is stored within a centralized data mart, and a set of advanced engines process the data and generate powerful analytics that address a variety of business issues. State-of-the-art visualization techniques enable analysts and executives to identify trends, deviations and situations requiring immediate action quickly and easily. Executives can effectively measure and understand customer retention rates. Legal departments can receive rapid warnings of possible legal problems from analysis of customer interactions. Marketing directors can receive timely and reliable information on, for example, the effectiveness of a TV campaign launched only a few hours earlier. Identifying Phrases and Emotions Contact center managers can gauge and improve first-call resolution. Quality supervisors can analyze calls and improve customer service.
Application Tier NICE MULTI-DIMENSIONAL ANALYTICS BUSINESS DATA AUDIO NICE MULTI-TIER PLATFORM Storage Services SCREEN CONTENT NICE Interaction Analytics Tier FEEDBACK CUSTOMER Database Services CALL FLOW Capture Tier Word Spotting Emotion Detection Talk Pattern Speaker Recognition Agent Related Feedback Services && Product Feedback Product Feedback Marketing Related Feedback Queue Time Ring Time Hold Periods Call Transfer Abandon Hang Up Side Event Based Triggering Screen Data Extraction & Triggering & Tagging Transactional Information Customer Customer Statistics Statistics Customer Customer Details Details NICE MULTI-DIMENSIONAL ANALYTICS BUSINESS DATA AUDIO SCREEN CONTENT NICE FEEDBACK CUSTOMER CALL FLOW
SCORING AND CLASSIFICATION RULES These rules define the auto-scoring formulas for each interaction. Users can define rules according to their business requirements, and the results are tagged interactions that reflect the specific needs of the contact center. These interactions can be replayed to extract additional insights. Scoring rules can be used to score high risk customers, mentions of competitors or expressions of anger and frustration. For example, correct customer greetings can be specified and audio analysis word spotting data can be used to mark interactions that do not contain the proper greeting. These interactions can be queried at a later date, replayed and used to improve agent training, evaluation and customer service. The Business Performance Portal WORD SPOTTING Word Spotting analysis identifies words or phrases within an interaction, and generates information concerning the position of a word in an interaction (to check, for example, that an agent used a specific phrase in an opening sentence) and the confidence level (how certain the engine is at a specific word has been identified). Once generated, this information can be used by any application. EMOTION DETECTION Emotion Detection allows contact centers to spot stress in calls, and helps contact centers identify factors underlying such stress, such as poor service, unsatisfactory product or insufficient agent training. TALK PATTERN Talk Analysis identifies periods of silence and overlaps in an interaction, as well as the percentage of the call dominated by each side. These patterns show who was the dominant speaker, cases of interruption or talk-over, and periods of silence (which can signify a customer experience issue). SCREEN CONTENT NICE Perform can capture, tag and analyze any type of interaction (voice, VoIP, chat, email, co-browsing) based on agent screen activity or any type of information that appears on the screen. Screen captured information sheds more light on customer intent and add more dimensions to the analysis. THE NICE APPLICATION SUITE Business portals provide users with quick access to the data, applications and services they need to do their work, using an ordinary Web browser. The NICE Perform application suite provides multiple dimensional queries and allows users to view interactions using scoring rules and classifications. Each user receives a summarized, fully personalized view of the main activities of the contact center. Based on predefined privileges and personal needs, users can decide what information will be accessed using the portal and where it will be located on the screen. The application suite enables precise quality monitoring, agent coaching and specially designed portals for managers, executives, supervisors and agents, as well as customized reports and special visualizations of interactions, designed to meet the specific needs of each user. The application suite comes with a wide range of contact center metrics and customer specific reports. NICE PERFORM ANALYTICS SUITE FEATURES Complete interaction analytics for holistic and profound customer experience understanding. Stereo recording for precise, separate analysis of customer and agent. Advanced speech analytics including call-flow analysis and emotion detection. Accurate word-spotting analysis. Screen content analysis and screen event triggering rules. Customer feedback analysis. Rule-based engines to define what to analyze and when. Data mart to enable third-party integrations, OLAP and ETL. Rich application suite presents information clearly to drive business performance. CUSTOMER FEEDBACK NICE Perform includes a fully integrated, IVR-based survey solution which makes gathering of customer feedback easy and cost-effective, by obtaining reliable information on the interaction from the main source: the customer.
NICE ANALYTICS SUITE BENEFITS: Improved quality management Precise quality monitoring Agent script adherence Strengthened customer loyalty Understand customer intent and behavior Analysis of campaign awareness and effectiveness Maximized cross and up-selling opportunities More market information on products and services Improved market information on competitors Ensure compliance and reduce risk Review and refine business processes Conduct content-based queries Prevent fraud and detect identity theft NICE is giving us a whole new way of looking at our market and our customers. We can now, for example, effectively analyze our business strategies and customer contact points to gain much more in-depth knowledge than ever before of our customers, their perceptions of our organization and our relationship with them. It's exciting to have a quick and easy-to-use tool to deal with brand loyalty. NICE will give us a clear competitive advantage. Sharon Whitwam, Vice President of Member Services, WPS Health Insurance - NICE Perform Customer
NICE Systems is the global provider of advanced solutions that enable organizations to extract the value hidden within multimedia interactions. NICE solutions sharpen the awareness of organizations to help them generate insight from interactions for improved decision-making, better performance and enhanced security. NICE has more than 23,000 customers in over 100 countries, including the world's top ten banks and over 75% of the Fortune 100. More information is available at www.nice.com. Global International HQ NICE Systems Ltd 8 Hapnina Street POB 690 Ra anana 43107 Israel T +972 9 775 3777 F +972 9 743 4282 APAC Asia Pacific NICE APAC Ltd Rooms 1407-08 Harbour Centre 25 Harbour Road Wanchai, Hong Kong T +852 2598 3838 F +852 2802 1800 Americas North America NICE Systems Inc 301 Rt 17 North 10th Floor Rutherford, NJ 07070 USA T +1 201 964 2600 F +1 201 964 2610 EMEA Europe, Middle East & Africa NICE CTI Systems UK Ltd Tollbar Way, Hedge End Southampton Hampshire S030 2ZP United Kingdom T +44 8707 224 000 F +44 8707 224 500 360 View, Agent@home, Executive Connect, Executive Insight, Experience Your Customer, Investigator, Lasting Loyalty, Listen Learn Lead, MEGACORDER, Mirra, My Universe, NICE, NiceAdvantage, NICE Analyzer, NiceCall, NiceCLS, NiceCMS, NICE Feedback, NiceFix, NiceGuard, NICE Learning, NICE Link, NiceLog, NICE Perform, NICE Playback Organizer, Renaissance, ScreenSense, NiceScreen, NiceSoft, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse LIVE, NiceVision, NiceVision Harmony, NiceVision Mobile, NiceVision Pro, NiceVision Virtual, NiceVision Alto, NiceVision NVSAT, NiceWatch, Renaissance, Secure Your Vision, Tienna, Wordnet and other product names and services mentioned herein are trademarks and registered trademarks of NICE Systems Ltd. All other registered and unregistered trademarks are the property of their respective owners. ALL CONTENTS OF THIS DOCUMENT ARE COPYRIGHT 2005 DATE 07/2005 P/N 406F0232-01 www.nice.com