Workforce Optimization Featured Article
NICE Reduces Service Costs for Mobile Customers
By Anuradha Shukla, TMCnet Contributor
NICE is reducing service costs for mobile customers by introducing the industry's only comprehensive offering for assisted customer service over smartphones and tablets.
NICE claims its newly announced NICE Mobile Reach will create a differentiated customer experience, and help businesses to achieve greater loyalty, higher revenue and lower service costs.
Customers who have problems with companies typically dial the relevant call centers and they are then sent through the interactive voice response system (IVR), which means having to wait their turn to voice the problem.
When they finally reach the service agent, the customers have to start from the beginning and have to re-authenticate themselves and explain what they were trying to accomplish.
This problem is addressed by NICE Mobile Reach, according to Udi Ziv (News - Alert), president NICE Enterprise Group, as it analyzes, in real time, a range of data sources from the mobile device and enterprise systems and then recommends for the customer the most suitable channel to continue the interaction when they need assistance.
Multimedia collaboration tools will be available for both the customer and agent as they converse over the phone, and this make the interaction effective.
These tools also increase conversion rate, and drive quick and complete resolution on first contact, claims NICE.
"If the customer decides to speak with a contact center agent, the solution seamlessly connects them with the appropriate representative while bypassing the IVR, and transferring the customer's intent and context to appear on the agent's desktop just before the conversation begins, enabling a great, personalized customer experience for the customer while reducing the call handle time of the agent," said Ziv.
NICE Systems (News - Alert) was recently in news when it partnered with cloud-based contact center solution developer Five9 (News - Alert) to create a cloud-based Workforce Optimization (WFO) solution.
Edited by Juliana Kenny