Enabling Organizations to Operationalize Big Data
NICE (NASDAQ: NICE) is the worldwide leading provider of enterprise software solutions. When the world's leading companies want to improve their business performance, increase their operational efficiency, prevent financial crime, ensure they're fully compliant or enhance their safety and security, they talk to NICE.
LANcom is Nice approved long term business partner in Taiwan. As Gold partner since 1997, in recent 20 years, LANcom provide Nice innovated solution continuously, including recording, WFO solution & AI/Automation applicaiton in Contact Center & Compliance solution. In Digital Transformation, LANcom engage clients to drive customer outcomes with leading business technologies, it's the unremitting goal as LANcom's long term commitment.
NICE has global presence in more than 150 countries and recognized for innovation and the value it provides to more than 25,000 customers, including more than 85 of the Fortune 100. When it comes to turning information overload into practical business value, no one else comes close to NICE.
AI& Automotion
Customer Journey Solution
Consistent Customer Experience: O2O integration & Multi-channel customer service is a MUST in reality today, customers use multiple channels but expect to get a consistent experience.
Siloed and unstructed data Analytics: Customers use an ever-growing number of channels to interact with service providers: phone, email, chat, mobile apps, social media, web, IVR and branch locations, to name a few. These interactions generate a huge amount of data that can yield powerful insights to better understand and impact the customer experience. Can you make sense of the siloed and unstructured data ?
NICE Customer Journey Solutions enable you to understand how to drive value from your customer data. That value could be delivering a better customer experience, unlocking operational efficiencies or driving value to the bottom line. By having a complete picture of customer interactions across your service channels you can predict and act on the insights you gain.
Customer Engagement Analytics Combined transaction and interaction analytics for a complete understanding of the customer journey
Speech Analytics Innovative speech technologies to unveil hidden business insights
Automation for the People- Free your employees from mundane tasks
Increased Customer Satisfaction: Robotic process automation (RPA) automates manual desktop tasks that are highly structured, routine and rules- schedule- or event-driven, requiring little (if any) analysis or subjective judgement.
Improved Productivity: The average back office employee, for example, spends 80% of their day on such activities, like filling in forms, making repetitive calculations or processing orders. These tasks may be critical for supporting customers, but for your employees they are tedious motivation-killers. They are also notoriously error prone and time consuming.
Increased Accuracy: RPA allows you to hand these processes off to a robotic workforce that is fast, perfectly accurate, tireless, and easily scalable. With NICE Robotic Automation, you can relieve employees of tasks that require no human intervention (“unattended”) and partially automate those that do (“attended”).
Rapid ROI & Better Resource Utilization: Your employees are free to focus on high-value activities, while the software robots optimize your business processes.
Nice Voice Biometrics- Real time Authentication
You know that we each have a unique fingerprint, but did you know that your voice is a unique identifier ?
Voice biometrics can accurately verify the speaker at the other end of the line. Voice biometrics uses voice patterns to produce unique identification for every individual, using more than 100 physical and behavioral factors. These include pronunciation, emphasis, speed of speech, accent, as well as physical characteristics of your vocal tract, mouth and nasal passages.
The NICE voice biometrics offering your customer service center with the innovated solution that text /language independent, so you can talk naturally in whatever language you feel most comfortable.
NICE leverages voice biometrics, putting your voice to work:
Speech Analytics - Big Data Analytics Technologies
The foundation for customer engagement optimization
Speech analytics is a key capability of NICE Interaction Analytics. It helps identify the reasons why customers call the company and what causes customer dissatisfaction. It also helps contact centers uncover training opportunities to improve agent performance.
Help you knowing what your customers want and what should be done about it. NICE delivers a broad range of cross-channel interaction analytics tools (including speech, text, desktop and social media), coupled with powerful predictive analytics and machine learning technologies.
NICE speech analytics combines several best-of-breed speech technologies to gain powerful insights into customer interactions:
- Real-time speech analytics: A cutting edge technology that analyzes spoken interactions in real-time as they occur. It enables real-time agent guidance for next-best-action, as well as supervisor alerts for call intervention.
- Phonetic indexing: This powerful speech analytics technology breaks down speech into phonemes, the smallest units of language, and creates an indexed voice database. Since phonetic indexing is a fast and highly scalable technology, it can analyze 100% of call recordings to understand why customers are calling. It also enables free text search for specific words or phrases.
- Speech-to-text transcription: Transcription of calls from spoken to written words is a foundation of speech analytics. It enables text and data mining models to uncover root causes and hidden insights in frequently mentioned topics as well as the context in which these topics were mentioned.
- Speaker separation: It’s not enough to know what was said during calls, but to know who—customer or agent—said it. Speech analytics leverages speaker separation to provide valuable context for the content of customer interactions.
- Emotion detection: Certain words spoken during an interaction may indicate high levels of emotion. However, sometimes emotion can only be detected by analyzing the voice and tone of the speaker. Emotion detection is a speech analytics technology that analyzes the voice of the speaker and identifies emotion via slight variations of pitch or tone. High levels of emotion are a reliable gauge of both customer dissatisfaction and agent skills.
- Talk-over analysis: This useful speech analytics capability identifies portions of calls in which the customer and agent are talking simultaneously—a common indicator of customer dissatisfaction. In addition, talk-over analysis identifies periods of silence during calls that may be related to agent knowledge gaps.
NICE speech analytics, central to the cutting-edge capabilities of NICE Interaction Analytics, can help companies gain deep insights from customer interactions that can be used to increase customer satisfaction and loyalty, and improve operational efficiency.
Industry Application
Customer Interaction Management
Back Office Performance
Back office departments are not typically associated with customer service. Yet, back office operations have the ability to impact the customer experience. When back office worker do their job well, customer expectations are met, and sometimes exceeded. However, when errors are made, processing guidelines aren’t followed or backlogs mount, front office volumes rise, operational costs increase and customer dissatisfaction ensues.
NICE Back Office Performance extends front office efficiency into back office operations. It enables Back office workforce optimization through automation of manual processes, data integration from employees’ desktops and improved ability to view, analyze and manage resource capacity. It also provides tools to ensure regulatory compliance, and ultimately, elevate the level of service customers receive across the entire enterprise.
Compliance & Risk
Organizations are facing growing compliance and risk challenges. The regulatory environment is constantly evolving, internal policies are tightened, and fraud is becoming increasingly more sophisticated.
NICE Compliance and Risk solutions enable organizations to minimize the exposure to risks that are inherent to customer interactions, across traditional and new communication channels. The solutions deliver the most comprehensive capabilities for capturing and retaining customer interactions across all channels, provide real-time fraud prevention at contact centers, and ensure compliance with regulations such as the PCI-DSS standard and Dodd-Frank Act.
Operational Efficiency
In the multi-channel era, where there are more channels and more interactions across them, the challenge to handle large volumes of customer interactions has grown exponentially.
NICE provides solutions to help organizations improve operations across all service channels and ensure customer satisfaction. Leveraging unique real-time capabilities coupled with comprehensive analytics capabilities, NICE allows organizations to resolve issues on the first contact, improve handle time, and prevent unnecessary calls.
Sales Optimization & Customer Retention
As more and more consumers opt-out of outbound marketing, organizations must maximize the effectiveness of their inbound marketing activities across all channels. With millions of customers calling or coming in every day, contact centers and branch locations are now businesses’ best hope for generating new revenue from existing customers. The interactions they handle are golden opportunities to up-sell and cross-sell products and services, collect debts, and retain high-value customers.
NICE Sales and Retention solutions enable organizations to identify and leverage sales opportunities in real time, at the decisive moment of the interaction, and increase sales performance within the organization. It further uses insights into customers’ cross-channel journey and profile to identify potential churn and act upon it in real time.
Voice of Customer
Today’s customers demand service when and how it’s most convenient for them—by phone or in person, on the web, via self-service or even social media. For organizations it makes it difficult to provide a consistent, effective and compelling customer experience across all communication channels.
NICE Voice of the Customer solutions help organizations understand the customer perspective, act upon it, and drive customer-focus throughout the service organization. It ensures continuous improvement by collecting and analyzing the complete Voice of the Customer from all channels and touchpoints and infusing it into daily service operations and across the enterprise. NICE Voice of the Customer solutions empower businesses to harness customer interactions and deliver an experience that differentiates them from competitors, expands wallet-share and drives customer loyalty.
Workforce Optimization
Contact centers are continually challenged to do more with less—keep labor costs in check and improve efficiency across all levels of operations. NICE Workforce Optimization Suite enables organizations to measure, manage and motivate frontline employees to ensure best performance during customer interactions, while maintaining optimized use of resources.
NICE Workforce Optimization is comprised of tightly integrated solutions, enabling organizations to improve agent productivity, identify performance gaps, deliver targeted coaching, and effectively forecast workloads and schedule staff. It fosters performance-driven operations, leverages the power of advanced analytics, and embeds the Voice of the Customer into daily operations.
Financial Crime & Compliance
Nice Trading Recording
Meet Global Compliance and Trading Regulations
NICE Trading Recording (NTR) is a solution that can centrally manage all the firms’ voice recordings of front-office, middle-office, back-office, including:
Today's financial markets are surrounded by many rules and regulations, and trading being one heavily regulated area.
Nice analyzed all recent regulations, such as Dodd-Frank, MAR, MiFID II and the FX Codes of Conduct, and reviewed the specific rules for recording and surveillance of trading activities. Our Compliance Experts can advise firms on how to ensure that regulated employees are recorded and monitored in accordance with these regulations.
Get in touch and ask for a free consult on how we can assist.
