A Smarter Approach to Contact Center and Enterprise Performance Yoel Goldenberg VP Contact Center and Enterprise Solutions, NICE

2 What Does it Take to be a High-Performance Organization?  Action-oriented insight  Exceptional productivity  Meaningful performance metrics  Effective change management  Technology as a strategic asset Source: Accenture’s Institute for High Performance Business

3 Obstacles to High Performance Sites / Regions Business Environment  Customer expectations across multiple channels  Dynamic environment that requires an immediate response  Strict regulations Operations  Distributed operations / locations  Outsourcing and at-home considerations  Quality of service Systems  Disparate systems  Siloed data Organization  Fragmented processes  Misaligned objectives  Unqualified people

4 NICE SmartCenter For High Performance An innovative solution for contact center and enterprise performance Enabling organizations to achieve high performance by taking action at the right time and running their businesses in an insightful and proactive manner For High Performance

5 What Does it Take to be a High Performance Contact Center? Sites / Regions 1. Employee Performance  On time  Trained and knowledgeable  Perform according to KPI  Empowered and motivated 3. Enterprise Performance  Customer intelligence  Competitive insight  Customer loyalty  Aligned objectives across business units  Compliance and risk management 2. Operational Performance  Planning and forecasting  Right number of agents, with right skills at right time  First call resolution  Root cause driven action  Right time management  Proactive

6 NICE SmartCenter – High Performance, Delivered Sites / Regions Leading solutions in every category, unified within a Service-Oriented Architecture, supported by proven implementation methodology

7 Best-In-Class Recording, QM, and Interaction Analytics  Multi-dimensional interaction analytics  Advanced quality management and coaching  Customer feedback gathering and analysis  Interactions recording across technologies and geographies NICE Perform INTERACTION ANALYTICS

8 Best-In-Class Workforce Management Solution  Comprehensive Performance Management  Agent and Supervisor Self-Service  Patented Approach to Multi-skill Simulation  Designed for Multi-site Management  Intuitive and Easy to Use Interface IEX TotalView

9 Best-In-Class Performance Management Solution  Single source of performance information and reporting  Designed to meet the needs of any type of organization  Multi sites, complex hierarchies, team movement  Complete evaluation automation capturing hard metrics and soft skills assessments  Configurable workflows, notification and alert capabilities Performix

10 Gartner Rates NICE SmartCenter as # 1  NICE SmartCenter receives the top ranking in 6 out of 7 report categories.  Our QM, WFM, and Performance Management received the highest possible rank.  Our Adaptive Interaction Analytics is ranked as the best.

11 Screen Events Process Abstract Core Capabilities into  Services 12 Compose Services into New Applications within SOA Platform Assemble Events Disseminate Information Manage Notifications & Responses Link-In Subject Matter Expert Action Performance Mgmt Survey Feedback Speech Analytics Workflow Call Routing IP Telephony WFM Service Oriented Architecture - SOA

12 Services designed around execution, resulting in improved business performance Customer Feedback Quality Management Performance Management Interaction Analytics Workforce Management Recording Delivery Methodology  Architecting our offering around the client’s specific needs  Well-defined methodology with repeatable processes  Continuous improvement / life cycle approach  Using the SmartCenter tools as part of the discovery and the analysis phases Resulting in:  Optimized contact center processes  Embedding the contact center into the enterprise business flows Tools: Needs Assessmen t (pre-sale) Discovery Establish Baseline Root Cause Analysis Present Solution/ Action Plan Deliver Solution/ Execute Plan Monitor

13 SmartCenter for High Performance Putting it All Together

14 Increasing Profitability Through Customer Retention Enterprise Performance Increase Profitability Productivity Customer Retention Sales Call Handling Skills Product Knowledge Service Knowledge Operational Performance Agent Performance First Call Resolution % CSAT Score Quality Score Appreciation Gifts Offer %

15 Agent Performance – Improve Product Knowledge Interaction Analytics: Indicates knowledge gaps related to a specific product Agent gets a call following coaching WFM: Schedules coaching session at optimal time Coaching Package: Delivers session to agent Confirms session was taken and comments on performance Supervisor, Coaching: Identifies knowledge gap and creates a coaching package Precision Monitoring: Evaluates relevant interactions Agent addresses customer needs Real Time Coaching: Guides the the moment of truth Guide Dashboard: % Of transferred calls is above threshold

16 Operational Performance – Improve Customer Satisfaction Interaction Analytics: Correlates to longer queue time and issue with bills WFM: Schedules coaching session at optimal time Reschedules shifts to address high volume of calls Coaching Package: Coaches the agents on how to address questions about the billing mistake Dashboard: Indicates decline in customer satisfaction Precision Monitoring: Evaluates relevant interactions to uncover the billing issue Coaching Package: Delivers session to agent Confirms session was taken and comments on performance Dashboard: Monitors the success of the operational changes – customer satisfaction is increasing

17 Enterprise Performance – Customer Retention Interaction Analytics: Classify calls in which Competitor “XYZ” is being mentioned Marketing Department: Develops a new campaign to address the new concern Develops a new coaching package for the new campaign Dashboard: Tracking the success of the new campaign WFM: Schedules coaching session at optimal time WFM: A new agent skill is now managed Customer Feedback: Proactively gathers customers’ feedback for the new campaign Marketing Analysts: Listens to the relevant calls to learn what “XYZ” is doing Dashboard: Clearly indicates an increase in competitor “XYZ” mentions

18 Creating a Culture of High Performance Contact Center The Enterprise  For your agents  In your operation  Across the enterprise

Q & A Yoel Goldenberg, NICE Systems VP Contact Center and Enterprise Solutions