Customers expect agents to provide immediate and accurate answers to their questions. Doing so requires contact center agents to access multiple sources of customer information and knowledge bases. They often also need to memorize scripts as well as understand and apply complex business rules. This information spans a multitude of applications and changes frequently with the introduction of new products, services and promotions. How can you translate it into the most effective next-best-action in real time?

NICE Real-Time Process Optimization provides next-best-action recommendations to your agents as they talk with customers in phone or chat interactions. It enables agents to take appropriate action— ask for regulation-required permissions, make a retention offer, suggest products or promotions— as part of the NICE SmartCenter closed-loop workflow.

Process Automation

NICE Real-Time Process Optimization simplifies processes by automating procedures that require agents to follow complex business rules in order to provide customer service. As a result, agents provide quick and effective service while complying with company procedures and regulations.

Cross-Sell and Up-Sell

NICE Real-Time Process Optimization can also help transform your contact center into a profit center by providing agents with next-best-action sales recommendations. It identifies sales opportunities by analyzing the customer profile and eligibility for possible promotions or sales campaigns while the call takes place, allowing the agent to capture and take advantage of sales opportunities.