NICE pioneered the concept of customer experience management (Customer Experience Management)。And around recording products，In four cycles (record)、evaluate、Analysis、To improve)，Develop a range of value-added products to improve customer experience，Improve customer satisfaction。

Since the third quarter of 1999，NICE has been the first place in the world (source：Datamonitor,2003The fourth quarter quarterly report on the recording industry)。Subsequently acquired Racal (2002) and Dictaphone (in 2005) the two companies producing sound recording products，Further established its position as a market leader。

Easy Valley network as NICE platinum partner in China，Provide NICE recording、Quality testing、Call center operations management solutions。

NICE taxi for customers to contact the media center of all its complex interaction with customers, such as maze，Optimize customer dynamics，Driving the greatest commercial value。NICE solutions from top to bottom promote the call center business operations，Ensure compliance with regulations and risk reduction，Simplified operation，Enhance customer experience，Expand the effectiveness of marketing activities，Improve operational and service processes，Achieve strategic objectives。

Intention from.Insight into the impact：

NICE is a targeted industry leading integrated business solutions，Use the contact center to make good use of its customers。By collecting customer and business intentions，Analyze and reveal insights about customer and market dynamics，And apply these insights to the results。

Intention is the driving force of customer dynamics。Customers and businesses will each intention into each interaction。The client's intention is to complete a task：Solve a problem，Buy product，Service use。The intention of the company is to provide high quality service to the customers with the lowest cost and the highest profit。In order to accurately determine the customer's purpose，NICE access to interactive communication from different channels，Establish and monitor key indicators，Enable enterprises to coordinate the purpose of customers and enterprises。NICE analysis reveals hidden business insight in cross channel interaction。

NICE provides insights on how to optimize individual customer relationships as well as overall business，Convert insight into influence and provide information，Effective allocation of resources，Management quality and efficiency，The impact of the interaction and monitoring results。

By transforming the purpose into insight and impact，NICE overall solution and the ability to change the dynamics of the business as a business growth and competitive advantage。

NICE Provide the best first-class technology，Contact center performance，The formation of a full range of basic business solutions, Which contains:

  • Multi-channel capture- reliable performance,Secure interactive information capture，With built-in query、Storage and record retention。
  • Interactive channel analysis- voice interactive content analysis、E-mail、chat、Desktop and call flow analysis of multiple channel information content and trends。
  • Workforce ManagementProprietary multi skill and multi site technical features，Comprehensive forecasting and scheduling functions。
  • Quality Assurance- peer to peer performance monitoring and evaluation and use of KPI metrics，As a quality management process management and comprehensive guidance。
  • Real-time process optimization- provide the best advice to the Commissioner on the phone or interactive information、Real time decision making and process automation。
  • Recording and quality optimization system- provide personal、The performance of the team and the entire enterprise performance dashboard display and automatic scoring mechanism。
  • Customer feedback- call the query to define the interaction information that affects the customer experience。

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Brief introduction of NICE quality management (QM)

Nice latest Engage provides a full range of quality management functions，Precise query / location from recording，Assignment to recording，Flexible assessment of recording (creation and reference of evaluation forms)，To compare the results of multiple evaluation，Feedback to evaluation results，Creation of training package (effective training),Advanced package support required，To combine user feedback，Automatic classification and automatic scoring system (advanced package support)，Report modules to the system, etc.，The Nice system provides a friendly interface for users，Powerful quality assessment system。

NICE QM system has the following advantages and characteristics：

Centralized and unified management call center system recording and quality control platform through NICE centralized management，QC personnel only need to log in to an interface。

The process of quality management concept -- the new concept of quality control as a process，From recording / recording->Evaluation->Discipline->Report form，Closed loop management process，To continuously improve customer satisfaction，Service quality and operational efficiency。

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Introduction to NICE scheduling management

The NICE IEX scheduling system integrates powerful time management algorithms and discrete simulation techniques to generate employee work plans, And can be the site and network routing rules, Skill of individual agent, Skill level and other parameters and variables of work.

From the very beginning, the NICE IEX scheduling system is designed to solve complex problems such as how and when to carry out the planning management functions for the multi site Complex Enterprises. Patented planning tools can be intelligently based on the site's routing rules, Working hours, Allocation of resources and processing time for the staff. in addition, As an ideal multi site management tool, NICE IEX can be a good response to multi skill multi channel communication environment. The following lists some of the core functions of the NICE IEX scheduling management system.

  1. Predictive function: Using patented technology, Can automatically adjust the algorithm to generate accurate prediction results, And be able to adjust the emergency and critical business needs.
  2. Parameter (scheduling rules) setting: The forecasting / planning algorithm can calculate the human resource demand according to the service target set by the customer。The system sets different service targets according to different business or queues and different time periods，Customer service objectives。
  3. Planning function: Provide a large number of reference plans and be able to "assume" (What if) Analysis
  4. Scheduling function: Classes can be generated based on user generated rules, Provides the basis for the first generation of the definition of the rules of the class table function and the future time to compare the effectiveness of multiple classes of optimization. Work rules to make the picture below：Nice03
  5. Multi site function: Provide a unified plan for multiple sites distributed in different locations, Forecast, Scheduling and change management functions. The function can even support outsourcing environment.
  6. Change management function: Display updated information at any time, To enable managers to make timely and accurate decisions in a changing environment
  7. Report function: Based on seat, Analysis report of the monitor and planner, Help users improve performance
  8. management function: Provide strict review and control procedures, Protect the integrity of the system through advanced security and permissions.

NICE implementation process optimization RTI/RTAM/RTPO

Real time business process optimization package can help customers cope with challenges，And through its significant interactive management and guidance function，Support and enhance the communication with customers，Customer satisfaction。This solution is well suited to existing customer facing systems，And from the dynamic real-time screen and other data sources to extract intelligence information，No need for system integration。

This solution is based on advanced technology to analyze the foreground and background system events and information，Automate tasks and give advice on decisions and actions。Based on the background of the personalized screen content content in any communication channels through each interaction in the face of customer service representatives to provide close guidance。such，Customer service representatives can be freed from the tedious transitions between multiple applications，Focus on customer needs and issues，Comply with company policies and objectives。

Program features and features：

  • Business rule engineReal-time rule engine：

Design business rules based on SOP；Under normal circumstances, not by API and CRM system docking，But through the capture of screen objects and events，The process does not require code level development；At the same time, it also provides database interface and Web Service interface，Layered information for obtaining customers、Historical contact information and other data that can not be captured on the screen as the decision engine business logic to determine the data source。

The use of real-time interactive decision engine，Real time process optimization staff and business objectives in line with customer interaction。

Changes in customer interaction，The organization's business or revenue targets，Directly into the service process，Push your customers into a marketing interaction。Real time process optimization decision engine allows your organization to be flexible and personalized design requirements。

  • Real time guidanceReal Time Guidance

Real time guidance，Enable banks and financial services companies to design and implement，User side (including：Teller / Account Manager / customer service representative) how to deal with complex and unpredictable customer interaction in real time。It enables you to design，Then lead the team's first line，Through their interaction with customers，The related information support，Contain：Application window related to the spoken word script and seat。

Real time guidance，Can prompt the seat to comply with the standard operating norms，Avoid operation and input errors，You can also allow new agents can be faster on the line，Reduce training costs。

  • Process automationProcess Automation

Due to the continuous expansion of banking，The number of applications that need to be used for daily operations is often more than 6 or even up to more than and 10，Completing a call may require switching between different systems，Copy by hand、paste data，Greatly affect the efficiency of the operation and lead to dissatisfaction。Through process automation，Can help simplify the work flow，The system is based on the business rules that can be used to capture data from one or more applications on the desktop and automatically transfer to the target application，No need to manually copy and paste，And can simulate Click、Automatic submission，So as to improve the handling efficiency，reduce processing time。

  • Next best operating tipsNext-Best-Action

Predefined business logic rules，Real time system、Intelligent judgment when there are matching business application scenarios，What is the next best operation，And through the screen to remind the way，Suggest the best plan，Avoid customer dissatisfaction due to lack of experience or knowledge；

Through smart screen tips，And provide guidance or access to the application，for example：Currently online customers have a large amount of credit card spending，Recommended staging。Real-time process optimization，Can even interact with applications automatically，Such as the success of the proposed fund purchase，Open a fund account，Or cancel the transaction。

Real-time process optimization，Added a variety of dimensions of the target，To help companies improve customer experience，And provide system support platform for your customers and your organization。in addition，Real time process optimization analysis，Interaction between customers and the environment (e.g.，Talk time，waiting time，Call number,...) KPI and marketing rules，Find the best decision points。

  • Real time behavior monitoring package

Real time active process real-time monitoring task tracking and measurement of application usage，Provide real-time visibility data for contact center manager and back office manager。Desktop activity monitoring can be real-time desktop task tracking and application of the use of the root frequency of monitoring time，Insight into the most commonly used applications，Explore which desktop operations will affect the processing and quality of service，And provide relevant reports，Improve the positive cycle。