NICE ENLIGHTEN
It is said there are over 2.7 trillion interactions in databases around the world, and with Enlighten this data can change the way your clients interact with their customers.
- Enlighten will unlock the meaning in data, allowing agents to optimise performance, increase organisational profit, reduce cost, and detect fraud.
- Using real-time interactive guidance your clients agents will be prompted on calls to adjust behaviours and interactions with customers instantly.
- Using post call analysis agents and their supervisors can review and monitor agent behaviour setting targets and goals for improve performance and employee management.
- Equally, Enlighten can identify fraudulent activity during calls by using voice metrics, these calls can be examine and blocked if deemed fraudulent, as is required by law companies have a legal requirement to report compliance complaints, Enlighten will identify and highlight these calls accordingly.
NICE NEXIDIA
NICE Nexidia provides insights on every touchpoint the customer has across an organisation. The Nexidia solution will help your clients drive cost-savings, improve customer satisfaction, and is powered by NICE Nexidia Neural phonetic speech Analytics, journey sequencing technology and predictive behavioural routing.
- Nexidia’s predictive models draws on sentiment and context to produce detailed insights into customers thoughts and agents abilities to develop better conversations.
- The analytics framework monitors different customer experiences indicators in real-time with AI based machine learning that categorises and scores groups of related interactions, analyses individual customer interactions and monitors desktop activities and events that trigger deep analysis.
- Enables agents with auto-scoring and direct feedback on 100% of their interactions with a one-click access to individual calls, desktop activity and agent notes.
- An IVR display to visualise the customer’s journey which optimises self-service and digital containment with omni channel coverage and integrated AI.
- Nexidia uses predictive sentiment and customer intent models measures each journey’s excellence improves the customer journey all while the AI automated routing system matches customers to agents who are most capable of handling the customer personality and needs.
- Secure cloud deployment and compliance is provided and expert lead managed analytics services.
