Managed Analytics Services

Managed Analytics
Services
by NICE Systems
Analytics are what drive nearly all business operations today. Everything
from Customer Relationship Management systems to invoices aggregate
useful data that can increase profits and improve efficiency, but one piece
of the analytics puzzle is missing – the analysis of customer and company
interactions.
NICE Interaction Analytics provides the missing piece – vital agent and customer behavioral
data found in customer interactions from sources that include audio, chat, SMS, email, surveys
and social media. By structuring, synthesizing, and analyzing such interaction data, companies
can draw correlations, view trends, uncover root causes, and build predictive models that will
empower them to approach their customers in new and innovative ways.
With the idea of, “Analytics isn’t something you buy, it’s something you do,” NICE partners with
companies to focus on outcomes to bring complete visibility to all corporate objectives. The
scalability, flexibility, and referenceability of managed analytics services allow companies to quickly
gain insight from their customer interactions in order to make key business decisions that align to
corporate objectives.
The following use cases are examples of how managed analytics services help
companies improve the bottom line and impact future growth.
Business Services
Whether deployed in NICE’s secure, hosted environment or on your premises, a
team of analytics professionals is available with extensive knowledge of multiple
industries, as well practical experience in the day-to-day operation of interaction
analytics. Experienced practitioners work with you, guiding the process of collecting
interactions, prioritizing subjects to study, conducting analysis and most importantly, developing plans
that put the results of your analysis into action.
NICE’s results go beyond the contact center by aligning with the strategic direction of your business.
When combined with managed services experience and proven methodology, results are achieved
that address the critical factors required to produce measurable business change and help maximize
your revenue, while reducing your costs.
Business Process
Business processes, such as how calls are identified and transferred, greatly
influence call success rates. Speech analysis technology can assess the
effectiveness of business processes surrounding call handling.
Without interaction analytics, reviewing business processes is a manual, laborintensive endeavor that yields limited results. Interaction analytics streamline analysis and identify
impact quickly. Managed analytics services teams can conduct a call driver analysis to identify and
isolate calls connected to a particular business process. This type of analysis ensures contact centers
possess the knowledge needed to objectively evaluate their business processes and enact positive
change.
Average Handle Time
Average handle time (AHT) is one of the top metrics every contact center tries to
effectively manage. When every saved second generates significant financial savings,
it’s critically important to understand the drivers of handle time, whether they are
agent behavior or business process related.
Interaction analytics offer the most insight about how exactly a call was handled. Managed analytics
services teams can identify and analyze which call types have the longest handle time, locating
broken processes within the contact center and benchmarking best practices of agents who
exemplify excellent AHT.
First Call Resolution
Improving first call resolution (FCR) leads to a lower overall call volume, handle times
that are better managed and a reduction in operational costs. Traditional analytics
about FCR can’t specifically identify why customers are calling and what causes
repeat callers.
NICE Interaction Analytics offers a more tailored, qualitative approach to measuring FCR rates.
Managed analytics services teams identify and focus on the business processes and agent behaviors
that will yield the most improvement to a company’s FCR rates.
Sales Effectiveness
Contact centers need to not only evaluate the effectiveness of the sales pitches
being made, but also identify missed opportunities for up-sell or cross-sell. Before
interaction analytics came into play, the only way to analyze the sales potential of
calls was to examine a small sample. This unfairly represented the majority of agent
selling ability.
Managed analytics services teams evaluate all calls to look for best practices, areas for improvement,
and other factors influencing sales interactions. This analysis also contributes to training better
agents, engaging customers further, and translating sales goals into key performance metrics.
Customer Satisfaction
Regardless of why a customer called, their experience with a contact center and
their satisfaction can make or break the likelihood of loyalty. Most contact centers
use surveys to gauge customer satisfaction, but this is not the most accurate view
of customer feeling and perception, as it is usually a small sample size answering
biased questions.
Managed analytics services teams investigate the reality of what happened during a call, enabling
companies to improve the business processes and agent behaviors most affecting the customer’s
experience. By identifying calls with phrases like “unhappy,” “speak to a manager,” or “frustrated,”
contact centers will have a better view of customer interactions and overall trends of their satisfaction.
Product Analysis
As new products launch and customers begin to contact your company, it is
imperative agents know how to answer product questions quickly and correctly.
Failing to do so will result in increased handle times, reduced resolution rates, and a
drop in customer satisfaction.
NICE Interaction Analytics can help avoid these agent-related problems, but also mine data about
products in a trending overview of what customers are responding to either positively or negatively.
Managed analytics services teams can evaluate how agents are responding to product-related
questions, as well as average handle times to determine if agents have the knowledge required to
quickly address customer’s product questions.
Analytics With No Limits
Interaction analytics are becoming an integral part of today’s technology and how
we communicate with, operate within and interpret the world. In the enterprise
setting, NICE Interaction Analytics provides a service without limits encompassing all
the data and insight to be gleaned from every customer interaction. The countless
benefits of Interaction Analytics apply to all situations stemming from chats, calls and conversations
with your customers.
Discover the limitless power of
NICE Interaction Analytics today!
ABOUT NICE
NICE (NASDAQ: NICE) is the worldwide leader of software solutions that deliver strategic insights by capturing and
analyzing mass quantities of structured and unstructured data in real time from multiple sources, including, phone calls,
mobile apps, emails, chat, social media, and video. NICE’s solutions enable organizations to take the Next-Best-Action
to improve customer experience and business results, ensure compliance, fight financial crime, and safeguard people
and assets. NICE solutions are used by over 25,000 organizations in more than 150 countries, including over 80 of the
Fortune 100 companies.
www.nice.com