nice service to sales sales deck final

NICE SERVICE TO SALES

August, 2013

2

Managing any Business is a Complex Operation

The ultimate goal is to grow business

3

Increased Revenues from Inbound Interactions

Realize the revenue

potential of

interactions you

already have today

4

Challenges along the Way

C USTOMER

“Stop calling and spamming

me”

“Try me again

tomorrow, this is not

a good time”

Sale

Customer

Problem

“But I just told you that

I’m moving, weren’t you

listening?!”

5


M ARKETING Marketing

Challenges

Bigger

Wallet

Share

Hard to run consistent

and effective cross-

channel campaigns

Don’t own the contact

center channel, have little

influence on it

6


A GENT

Service

Sale

“I don’t know

what to offer”

“I don’t know

how to sell”

“How much talk-

time should I

spend selling? I

need to meet my

AHT goals”

7

Service-to-Sales: Fast Track to Increased Sales

1 2

Transition

Select an Offer

3

Make an Offer

Fulfill the Order

4 Sale

Guided Dialog

Next Best Offer

Guided Selling

Order Automation

8

Service-to-Sales: Fast Track to Increased Sales

Sale

Transition Guided Dialog

Select an Offer Next Best Offer

Make an Offer Guided Selling

Fulfill the Order Order Automation

1 2

3

4

Agent

Motivation Gamification

Demo or Link to Video

10

A Big Sales Opportunity in Inbound Interactions

in generated leads / agent / year ~$12K Insurance Provider

in annual incremental revenue 9M Insurance Provider

in conversion rate 24% UPC

Insurance Provider in annual incremental revenue 11%

Atento in conversion rate 150%

11

Revealing Context for a Smooth Transition

• Context-aware Real-Time

Customer-Agent Guided

Dialog

• Customer answers are unique

inputs for Next Best Offer

recalculation

WHAT

• Dynamic selection of questions

• Real-Time Guidance:

• Pre-defined conversations

HOW

• Offline Interaction Analytics

driven

“May I ask if you’re renting

or buying your new house?”

“The house is mine”

“Congratulations! We have

great offers for homeowner

insurances…”

INSURANCE

12

Better Inputs Make Better Decisions

• Contextual Real-Time Next-

Best-Offer recommendation,

based on: • Customer intent

WHAT

• Agent profile

• Interaction context

• Unique Inputs:

• Real-Time Speech Analytics

HOW

• Desktop monitoring

• Guided dialog

• Offline analytics

• Hybrid Real-Time Decisioning:

• Real-time scoring

• Real-time segmentation

• Business rules

Real-Time

Speech Analytics

Desktop

Monitoring

Guided

Dialog

Agent

Profile

Interaction

Analytics

Campaign

Management,

Predictive Models

R EAL T IME S ALES E NGINE

Real-time

Next Best Offer

13

Scale-up Agent Selling Performance

• Active knowledge-push

Real-Time Guidance:

• Contextual key selling points

& rebuttal arguments

HOW

• Interaction Analytics-driven

• Context-aware Personalized

Guided Selling:

WHAT

• Skill-based

• Analytics driven

• Dynamic

Offline Interaction Analytics best practices

TELCO

Pulled from Knowledge Management

Offer fulfillment

Defined by marketing

14

Optimized Order Process

WHAT

• Order process automation

• Free up time to sell

• Reduce errors

HOW

• Front-end integration

technology

Order fulfillment

Emails

Billing

CRM

INSURANCE

15

Increasing Motivation with Gamification

M OTIVATION

We all desire status and

acknowledgement

A CTIONS

Agents are encouraged

to turn service into sales

interactions

R EWARDS

Agents gain points

according to pre-defined

KPIs

A CHIEVEMENTS

Badges, trophies,

leaderboard, which

increase motivation

16

On-going Sales Effectiveness Monitoring

16

Sales Conversion Rate Successful sales / Attempts

Missed Opportunities Measure cases where agents should

have made an offer but did not

Attempted Sales Total attempts

Failed attempts

Objection Handling Measure how your agents handle

customer objections to specific

offers / products

17

Analytics-driven Scripting

1 Compare Practices of

High Performing vs. Low

Performing Agents

2 Identify terms and

sentences used in best-

selling offers

3 Implement successful

Sales tactic scripts into

Guided Selling callouts

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Tying Insights Back to Performance Management

1 Categorize sales opportunities

and success rates 2 Identify which agents make the

most offers

4 Coach agents on sales best

practices to drive improvement 3 Compare practices of high

performing vs. low performing

agents

19

ASE

TUDIES

C

S

RESULTS

SOLUTION

Case Studies: Telco

One of the largest BPOs in the world

Increased $4700 per seat / year

BACKGROUND

NICE S2S gives a detailed account view including usage in excess of package limits

S2S detects cross-sell opportunities and calculates the NBO in RT

The subscriber inquires about the latest monthly bill

?

Lowered the AHT from 12.5 to 5.7 min

BACKGROUND

RESULTS

SOLUTION

Case Studies: Telco

European triple-play Telco provider

Buyer: Corporate Marketing

Ecosystem:

Guided

Dialog RT scoring & decisioning,

calculating NBO

Order

Automation

improvement in conversion rate 24% ROI in 6 months

http://www.unica.com/index.htm

RESULTS

Case Studies: Insurance

Decrease in AHT

Increase in auto policies sold during RTI pilot

Increase in generated cross sell leads

Increase in multi-product policies

5% 11% 50% 3%

Source: Presented by the customer at NICE annual users conference

BACKGROUND

A major US insurance company

SOLUTION

NICE S2S gets customer info

S2S detects cross-sell opportunities and calculates the NBO in RT

Guide the agent through the interaction

23

The Value Proposition

Generate

additional

revenues

Leverage your assets:

increase business from

inbound Service interactions

Drive behavior and align

performance to business

objectives

Consistent and effective

inbound campaigns

across all channels

Align Marketing

and Contact

Center

Improve

agent

performance

Improve

customer

satisfaction

C ontact

C enter

24

NICE, because…

Q uick

T ime

V alue

to

H uman

F actor

E xpertise

D etect

C ontext

I ntent

and

E xpertise

Over 25 years of

experience in

Contact Center

interactions

Maximize revenue

through:

driving

behavior

change

Providing

personalized

sales guidance

Out of the box solutions

Easy integration

Unique technology to

capture the context of

Customer interactions

in Real Time

Provide the Next Best

Action

25

M AKE

E VERY

I NTERACTION

C OUNT

26

T HANK

Y OU

ADDITIONAL SLIDES

27

Web-based Business User interface for Marketers and Analysts:

Offer management

Build and maintain business logic

Built-in logic and content

Design and Control – Sales Designer Application

28

29

GAMIFICATION

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Why Should You Care?

Sources: Customer Contact Council, 2011, Aberdeen Nov 2012

PROBLEM

• Disengaged employees cost the average

1,000 agent contact center more than

$2,000,000 every year

• The percentage of “highly disengaged”

employees has increased from 8% to 21% in

a three year period

SOLUTION

Gamification drives engagement and makes

work more interesting and productive for

employees

RESULTS

Companies deploying gamification techniques

grow annual revenue and average deal size

twice faster in comparison with non-users

31

Gamification in a Sales Environment

Gamification provides the ideal setting

for healthy competition and internal

recognition for positive performance

There is a direct correlation between

use of gamification and positive sales

results

Source: Abardeen Group, Nov 2012

32

Gamification in the Contact Center

“There is a clear fit for gamification in the contact center,

where agent attrition rates are high, agents are

unmotivated by repetitive tasks and new hires need to get

up and running quickly. […] Gamification will be a growth

market among contact centers.” [“OVUM, March 2013]

33

BANKING SLIDES

34




Dialog


inputs for Next Best Offer

recalculation

WHAT




HOW

• Offline Interaction Analytics-

driven

“May I ask the reason for

the change?

“I’m starting college”


great offers for student

loans…”

BANKING

35



Real-Time Guidance:



HOW



Guided Selling:

WHAT

• Skill-based


• Dynamic

BANKING




Offer fulfillment

36


WHAT



• Reduce errors

HOW


technology

Order fulfillment

Emails

Billing

CRM

BANKING

37

INSURANCE SLIDES

38




Dialog


inputs for Next-Best-Offer

recalculation

WHAT




HOW

• Offline Interaction Analytics

driven

“May I ask if you’re renting

or buying your new house?”

“The house is mine”


great offers for homeowner

insurances…”

INSURANCE

39



Real-Time Guidance:



HOW

• Interaction Analytics driven


Guided Selling:

WHAT

• Skill-based


• Dynamic

INSURANCE




Offer fulfillment

40


WHAT



• Reduce errors

HOW


technology

Order fulfillment

Emails

Billing

CRM

INSURANCE

41

TELCO SLIDES

42




Dialog


inputs for Next-Best-Offer

recalculation

WHAT




HOW

• Off-line Interaction Analytics

driven

“May I ask what is the

reason for the change?

“Starting college”


great offers for long

distance call to any family

member…”

TELCO

43



Real-Time Guidance:



HOW


• Context-aware personalized

Guided Selling:

WHAT

• Skill-based

• Analytics-driven

• Dynamic


TELCO


Offer fulfillment


44


WHAT



• Reduce errors

HOW


technology

Order fulfillment

Emails

Billing

CRM

TELCO