NICE Shares Best Practices for Shaping Interactions in Real-Time
July 17, 2012
By Rachel Ramsey, TMCnet Web Editor
With the proliferation of smart devices and social networks, today’s consumers are far more knowledgeable, connected, and influential than ever before. NICE Systems (News - Alert), a provider of global integrated digital recording and management solutions, shared insights into how to maximize the business value of inbound customer interactions at Marketing World 2012: A Frost & Sullivan (News - Alert) Executive MindXchange. NICE director of business development for NICE service-to-sales Hovav Lapidot facilitated an interactive session titled, “Navigating the Transition from Outbound to Inbound Marketing.”
The discussion will focus on recognizing and acting on real-time opportunities, which occur during each interaction, in order to deliver excellent customer service and secure customer loyalty. Participants will gain insight into effective inbound campaign strategies, including how to prepare for real-time customer interactions by collecting and analyzing cross-channel customer data. This information helps guide the agent-customer dialog as it unfolds, enabling centralized decisioning and recommendations for the next best action.
Lapidot addressed the challenges of bridging the gap between assisted customer service channels and marketing efforts, running effective cross-channel marketing campaigns, measuring results and maximizing revenues from inbound interactions.
“Every inbound call can be a sales opportunity,” said Lapidot. “But in order to identify this opportunity and maximize revenues, organizations must arrive at the interaction fully prepared and be able to shape it as it happens. By leveraging insights into customer behavior and guiding agents in real time, businesses can transition from providing a service to making a compelling offer and ultimately increasing revenues.”
NICE’s Customer Interaction Management solutions enable you to capture the opportunity in every interaction and own the Decisive Moment. NICE is there to help you be best prepared for each interaction, shape it in real time, and continuously improve future interactions. NICE solutions impact customer interactions across all communication channels and touch points, including the contact center, retail branch, and back office.
The event is taking place this week until Wednesday, July 18 at the Hyatt Regency Boston in Boston. Representatives from NICE, a sponsor of Marketing World 2012, will also be available for one-on-one consultations at its booth.
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Edited by Allison Boccamazzo