by Angela Guess
A new release out of the company reports, “NICE today announced the launch of Scenario Analyzer, which allows organizations to conduct precise, in-depth analysis of various business challenges related to the cross-channel customer journey. Some specific business use cases that can be addressed include: Digital containment – Reducing digital-to-human deflection by analyzing all journeys from web and/or mobile to a voice call. Churn reduction – Minimizing churn by analyzing all journeys ending with customers leaving the service provider. Customer experience – Increasing customer satisfaction by analyzing scenarios that ended with unhappy customers.”
The release goes on, “Part of the NICE Customer Journey Optimization solution, Scenario Analyzer is the first application of its kind, empowering enterprises to weed out inefficiencies, bottlenecks, and stress points in the customer journey, apply relevant business intelligence in real time, and leverage a more comprehensive understanding of the customer to deliver a perfect customer experience, every time. Scenario Analyzer lets analysts zoom in on deflections from one channel to another based on specific use cases. They can then examine underlying factors such as initial contact reasoning, customer profile, number of transfers, and time spent on each channel. This information enables organizations to understand why customers move between channels and take prompt action to resolve recurring issues.”
It adds, “According to the 2016 NICE-BCG Survey of consumers worldwide, most organizations provide a poor journey experience, with 76 percent of respondents experiencing difficulties when switching channels. Respondents believe a perfect experience hinges on ‘the agent already knowing what I need and providing an immediate solution’ (49 percent); ‘the rep knowing what I already did in a self-service channel’ (42 percent); and ‘my information being forwarded from department to department’ (42 percent).”
Read more at BusinessWire.
Photo credit: NICE