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NICE Service-to-Sales Solution Release 1.0

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NICE Service-to-Sales empowers call centers to become true profit centers by maximizing revenues from inbound interactions across channels and making business strategies actionable. Using interaction analytics technologies such as speech analytics, cross-channelanalytics, as well as desktop monitoring, real-time decisioning and real-time guidance and automation, NICE Service-to-Sales guides agents to the next best offer, based on the interaction context. It helps agents to transition from service to sales mode, and present offers in the most compelling way. The solution even automates order execution so agents can focus on the customer, not the process. Ultimately, NICE Service-to-Sales analyzes and measures agents’ sales attempt and success rates to identify the root causes of customer objections, catalog sales best-practices, and assist agents struggling with poor sales skills. Based on this input, NICE Service-to-Sales defines business rules to identify real-time up-sell and cross-sell opportunities and best practices for successful sales.

Business information

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  • + Functional details

    - Presents agents with the context of the interaction with the customer - Guides agents through the transition of the conversation with the customer from service to sales - Automatically selects the best and the next best offers - Guides agents through the process of making the offer to the customer - Automates the taking of the order and enables agents to focus on the interaction at hand - Optimizes future customer interactions and sales - Enables to manage Agents Performance - Enables business users to define the logical strategies of sales flows, business rules, customer segments, guided dialogs and content required for a Service-to-Sales solution

  • + Business problem

    Contact centers now need to become profit centers. When consumers have become immune to traditional marketing solicitations, maximizing revenues from inbound interaction is crucial. Contact Centers need to find ways to up-sell, cross-sell and retain more customers without damaging the operational KPIs they’re still primarily being measured upon. NICE S2S addresses those inbound sales challenges.

  • + Competitive advantage

    - Balances between conflicting Contact Center KPIs - Fits your needs and is rapidly implemented in any technical and business environment - Provides better Real-Time decisions, based on better inputs - Improves the entire Service-to-Sales process, helping to Select the offer, Make the offer and Take the order

  • + Industries

    Banking Industry
    Insurance Industry
    Media & Entertainment Industry
       Cable
    Retail Industry
    Telecommunications Industry

  • + Solution areas

    Financial Services/Banking
       Automated Solutions
          ATMs
          Point of Sales
       Branch Transformation
       Customer sales & service
       Marketing insights & analytics
       Service to Sales (Front Office)
    Insurance
    Retail
       Customer Service
       Self- Service solutions
          Kiosks, ATMs
          Point of Sale
       Store Operations
    Telecommunications
    Travel and Transportation
    Cross industry
       Business Intelligence
          Relationship Marketing
       Business Process Management and Integration
          Business Operations
       Customer Relationship Management
          Contact Center Optimization
          Marketing and Customer Intelligence
          Sales Productivity
       On Demand Operating Environment
          Automation

  • + Customer size

    Midmarket Business (500 to 1000 employees)
    Large Business (greater than 1000 employees)

  • + Languages supported

    Dutch
    English
    Hebrew
    Portuguese (Brazil)
    Spanish; Castilian

  • + Countries/regions available for distribution

Technical information

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  • + Hardware/OS platforms

    Windows Server 2008 (inclusive)
       IBM BladeCenter HSxx (Intel processor-based)
       System x

  • + Services

    Business Solutions: Customer Relationship Management

  • + Storage devices

    Disk Storage Systems
       IBM System Storage DS4000 family (formerly FAStT)


Date last modified:    Feb 7, 2014


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Contact information

Audelia Boker
+972 (9) 775-3652

Company

NICE Systems LTD.
8 Hapnina St.
Ra'anana 43107
Israel

+972 9 7766677

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