NICE Real Time Impact Offering Turning Insights into Real-Time Impact

Agenda 2  Introducing the NICE Real-Time Impact Offering  Real-Time Guidance and Automation  Case Studies  Key Takeaways

4 The Decisive Moments of Customer Service INTERACTIONS: the Decisive Moment To help you Own In every INTERACTION is THERE

Workforce Optimization  Staffing & Scheduling  Performance Management  Best Practices  Skills Management  Incentives Management Customer Intelligence  Cross-Channel Journey  Loyalty Score  Preferences  Previous Activities Real-time Analytics Real-time Decisioning Real-time Guidance & Automation Voice of the Customer  Direct, Indirect, Inferred Post-Interaction Analysis  Root-cause Investigation  Employee Evaluation Corrective Actions  Coaching  Rewards  Guidance Scripts  Cross-enterprise Workflows PREPARE for the Interaction SHAPE the Interaction Continuously IMPROVE

What Are Agents Struggling With? Provide Excellent Customer Service Understand the competition Keep handling time low Handle Complex Processes Generate sales Complying with regulations & internal policies Access and digest large amount of information Operate desktop applications

What if… 7 You could have an expert next to each agent, guiding them through every interaction? With NICE’s Real-Time Impact Offering – You Can! Automate data entry for the agent A SUPER AGENT could handle every single interaction? Prevent mistakes before they occur  Catch that sales opportunity as it arises Detect churn and invoke proactive retention steps? Consolidate data from multiple applications onto a Single View

REAL TIME GUIDANCE REAL TIME AUTOMATION Real-Time Decision Making Capabilities 8 Product Catalog Core systemsBillingCRM Real-Time Decisioning Engine KM WORKFORCE MANAGEMENT QUALITY MANAGEMENT CROSS CHANNEL INTERACTION ANALYTICS Agent Skills Quality Scores Insights from interactions Quality Scores Feedback Scores FIZZBACK

Delivering Business Impact in Every Interaction Process Automation 9 Process Guidance

DEMO

 Designed for both technical & business users  Visual, graphic process design  Business rules are defined using natural language  Quick testing & rollout to production Flexible and Intuitive Design Environment 11

Enabling IT with Business Agility Completely UI-Driven (no coding) Multi-profile users: business analysts, IT, technical integrators Parallel Project Development Time to Value Measured in Hours 12

UPC Netherlands “NICE has delivered on all counts. During the time it has been in use at our call centers, it has driven a significant reduction in AHT and a measurable increase in the success of sales promotions and in service-to-sales conversion rates. NICE has become an indispensable aide in our call center agents’ daily working environment.” Marco Vianen, Vice President of Customer Operations, UPC Netherlands  2nd largest cable television operator in the Netherlands  Serves 1.9M customers  600 seats CC, 3 in house, 3 outsourced Business Goals  Increase cross/up-sell  Increase Customer satisfaction  Increase operational efficiency – reduce AHT, data entry errors, training  Ensure business process adherence  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 Improved Sales Effectiveness  Up-sell and cross-sell advice based on information from Clarify (CRM), Clementine (Knowledge Management), and Unica (Campaign Management) Efficiency and Customer Satisfaction  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 Technical problem resolution support Connected to Clarify and Technical Diagnostics application – Smart Script!  Real-Time Process Optimization  NICE Real-Time Sales Decisioning Telecommunications

Nationwide Financial Services Business Background/ Objectives: NFS is a leading provider of annuities, life insurance, retirement plans, and other financial services for individuals and institutional clients The Challenge Improve Asset Retention process accuracy, empower reps with contextual knowledge push, improve customer experience The Solution Business rules and guidance for Asset Retention Process, special groups treatment alerts, inbound sales assistance The Results 17% improvement in Asset Retention process accuracy Real-Time Impact Results 14

Asset Retention: Before Click Send Go to Adesktop Navigate Go to CCare Navigate Read Field Asset Retention? Create Call Log In CCare Go to a desktop Exceptions Assign to regional manager Assign local rep based on territory Read Name Field Go to CCare Navigate (3 clicks) Go to KM Search (3 clicks) Read Team Field Read Balance YES Over Defined $ Value NO Route to BDD YES IP Top 200 Not Found Found YES Is Focus Group of NW acct? NO Assign team X Find Internal Wholesaler and Team Create Quick Call Enter information (7 fields) Enter balance 15

Asset Retention: After Asset Retention? Create Call Log In CCare YES Click Send Create a Quick Call Go to a Desktop Enter Information Auto Paste 16

In summary Key Product DifferentiatorsKey Business DifferentiatorsBusiness Benefits Scalability Superior Decisioning Capabilities Agility Holistic, KPI Driven Methodology  Proven architecture support for tens of thousands of simultaneous agents  Global tier-1 reference customers  Client-side decisioning  Built-in operational framework in support of hybrid local and remote locations  State-of-the-art rule engine  Interfaces with all desktop technologies  Runs predictive models for real time scoring  Agent quality drives guidance levels  Completely UI-driven (no coding)  Integrated report designer  Clear demarcation between business analysts and IT/Technical  Built-in, seamless content distribution framework  Integrated with the NICE’s world leading Interaction Analytics  Built-in data collection and reporting  Closed loop Insight- to-Impact cycle 17

Business Impact Key Product DifferentiatorsKey Business DifferentiatorsBusiness Benefits Return on Your Assets Deliver Measurable ROI Business & IT AgilityHigh User Adoption  Works on top of existing systems, no rip-and-replace, no data mastering  Creates actionable business insights from existing data  Payback period: Under 7 months  Efficiency gains: AHT reduction of 10%-20%  Revenue improvement: increase of 10-15%, Lead gen 20%-40% growth  Translate changes in strategy, priorities to field guidance  Zero intrusion, zero down time, zero risk for the organization  Time to value measured in hours  Agent Empowerment  Employee Satisfaction Surveys – 4.8 out of 5.0 score  No user training needed 18

Value Proposition Key Product DifferentiatorsKey Business DifferentiatorsBusiness Benefits 19

RTI Offering 20