Insight from Interactions
NICE PERFORM
™ANALYTICS SUITE
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, oppor tunities 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 up- sell and cross-sell oppor tunities, and heighten customer satisfaction, providing value throughout the enterprise, including customer service, marketing, sales, product development, operations, legal and finance.
• Executives can effectively measure and understand customer retention rates.
• Legal depar tments 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.
• Contact center managers can gauge and improve first-call resolution.
• Quality supervisors can analyze calls and improve customer service.
• 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 mar t, and a set of advanced engines process the data and generate powerful analytics that address a variety of business issues.
State-of-the-ar t visualization techniques enable analysts and executives to identify trends, deviations and situations requiring immediate action quickly and easily.
Identifying Phrases and Emotions
Queue Time Ring Time Hold Periods Call Transfer Abandon Hang Up Side Agent Related
Feedback Services &
Product Feedback Marketing Related Feedback Word Spotting
Emotion Detection Talk Pattern
Event Based Triggering Screen Data Extraction &
Triggering &
Tagging
Transactional Information Customer Statistics Customer Details
NICE
CUSTOMER FEEDKBAC ANALYSIS DATA
SCRE
EN
CO NT
ENT BUSINESS
CALL FLOW AN
ALY SIS
AUD IO
ANALYSIS
ANALYSIS
NICE MULTI-DIMENSIONAL ANALYTICS
Queue Time Ring Time Hold Periods Call Transfer Abandon Hang Up Side Agent Related
Feedback Services & Product Feedback Marketing Related Feedback Word Spotting
Emotion Detection Talk Pattern Speaker Recognition
Event Based Triggering Screen Data Extraction &
Triggering &
Tagging
Transactional Information Customer Statistics Customer Details
NICE
CUSTOMER FEEDKBAC ANALYSIS DATA
SCRE
EN
CO NT
ENT BUSINESS
CALL FLOW AN
ALY SIS
AUDIO
ANALYSIS
ANALYSIS
NICE MULTI-DIMENSIONAL ANALYTICS
Storage Services
Database Services Interaction Analytics Tier
Application Tier
Capture Tier
NICE MULTI-TIER PLATFORM
WORD SPOTTING ANALYSIS
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 cer tain 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 ANALYSIS
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 ANALYSIS
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.
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.
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 NICE APPLICATION SUITE
Business por tals 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 por tal 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 repor ts 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 repor ts.
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 mar t to enable third-par ty integrations, OLAP and ETL.
• Rich application suite presents information clearly to drive business performance.
The Business Performance Portal
“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 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
www.nice.com 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 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 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
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 proper ty of their respective owners.
ALL CONTENTS OF THIS DOCUMENT ARE COPYRIGHT © 2005 • DATE 07/2005 P/N 406F0232-01
