NICE Real-Time Impact – Customer Case Studies
March 2011
2nd largest cable television operator in the Netherlands
Serves 1.9M customers
600 seats CC, 3 in house, 3 outsourced
Business Goals Increase Customer
satisfaction Increase operational
efficiency – reduce AHT, data entry error, training time
Ensure business process adherence
Increase cross-sell and up-sell
Up-sell and cross-sell advice based on information from Clarify or from Clementine + Unica
Technical problem resolution support. Connected to Clarify and Technical Diagnostics application – Smart Script!
Support the process of dispatch of engineers to the field. Connected to Dispatch application
Credit tool – real time calculation for credits to be issued to customers
Key Differentiators Overwhelming pilot results Speed to develop and deploy Minimal IT involvement needed
Sales conversion rate up 39.5%, vs. control group (w/o the solution) = €1.88M per year
AHT reduction of 23 sec = €847K per year
UPC Netherlands
Leading energy supplier, provide gas, electricity and home repair services
1,800 seats CC IT environment:
Siebel 6, Terminal emulators, Web KM
Deal: > £850k
Business Goals Reduce AHT Improve sales
through service conversion
Improve customer experience
Service up-sell. Product matrix and scripting are maintained in Real-Time Guidance & Automation Best offer call outs
AHT reduction features: Auto call wrap up Call transfers ‘Electronic’ phone directory
QOS improvement features, quick click to access
Key Differentiators Ability to address the contradicting goals
of increasing revenue and reducing operational cost
BGS have realized an ROI after only four months of using the solution
Sales increased by 32%, followed by an additional 8% increase
AHT reduction of 6%
What’s Next: Re-launch sales
campaign using RTGA Expand to other parts
of BG – additional 3000 seats
British Gas Services
Leading telecommunications provider in Europe and Latin America
Deployed Real-Time Guidance & Automation in 2007 for business and private, fixed and wireless subscribers
Recently expanded to Technical Support
Business Goals Customer retention AHT reduction Mobile service up-sell Policy adherence
Footprint in over 6000 seats AHT reduction – retrieve relevant data
from CRM and knowledge base Billing, fees, contracts Customer profile Cross application data access
Up-sell – Best product/service to offer Alert on promotions
Compliance – operational and information alerts Billing complaint process Invalid or missing customer data Scripts of sensitive information Risk level of the client
Telefonica
Customer since 2004 Validated ROI on first
deployment Expanded the
solution throughout the organization
Solution implemented in over 1500 seats and 8 different locations
Business Goals Regulatory
compliance Operational efficiency Sales effectiveness Back office process
support
Compliance – State-based rules and regulations
provided to reps Error reduction
Efficiency – Smart links to knowledge pages
Context-based cross-sell – Business-driven rules, feedback
collection, reporting tools
Key Differentiators IT & Business agility - business users
can control the system and introduce new/changed functionality
Deep Avaya integration Support complex business processes
and high call volume
Auto Sales & Service - -5% AHT, +11% Sales
Back Office - reduced errors to nearly zero
What’s Next: Expand solution to 2
additional companies in AIG group
Product upgrade
21st Century / Farmers
2000 seats contact center
Selling wireline plans and lines to SMB business
The Challenge Increase sales of new
plans and additional lines for existing customers
Improve efficiency
Real-time best offers Selling scripts & tips, objection handling Smart links to competitive info
17% improvement in Lines sales
20% improvement in Plans sales
20% improvement in AHT
Tier-1 N. American Telecommunications Service Provider
A leading provider of annuities, life insurance, retirement plans, and financial services
400 seats
The Challenge Improve customer
experience Empower agents with
contextual knowledge Improve Asset
Retention process accuracy
Business rules and guidance for Asset Retention process
Special groups treatment alerts Inbound sales assistance
17% improvement in Asset Retention process accuracy
Nationwide
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