New Solution Allows Organisations to Move from Managing Channels to Managing Journeys

NICE have introduced Digital Containment, a powerful solution for digital transformation initiatives, which improves customer experience and self-service customer interactions over digital interaction channels by leveraging in-depth multichannel journey analytics. The consumer insights obtained through advanced algorithms are key to mitigating digital-channel pain points in order to reinvent customer service and increase contact centre cost-effectiveness.

A NICE research study indicates that 60 percent of customers bypass digital self-service applications, or give up using them mid-process, in favour of speaking with a customer service agent. Such channel transfers generally make customer interactions 12 times more expensive for service organisations (NICE Customer Survey 2016).

NICE Digital Containment addresses this issue, promoting seamless customer self-service with measurable results. Early results from global brands that have implemented the solution include:

• Seamless and efficient digital transactions: average handle times decreased more than 40 percent, and average agent involvement in customer interactions decreased by more than 30 percent.
• Stronger loyalty, customer retention, and advocacy: customer satisfaction scores (CSAT) increased nearly 30 percent, and net promoter scores (NPS) increased by 56 points.
• Reduced costs and increased revenue: a wireless US telecommunications company, for example, estimated savings of $7 million by moving 10 percent of billing calls to self-service, and $3 million by reducing transfers by 5 percent; a leading global media company estimated an ROI of $5.1 million in savings due to containment optimisation, and new client captures increased, while churn was reduced, increasing profitability.

Built on the NICE Customer Experience Analytics platform, Digital Containment is an exceptional solution for customers wanting to present a single view of their customers’ digital journeys across web, mobile and voice while leveraging Big Data analytics. By evaluating every digital engagement, companies can identify common contact reasons and scenarios, as well as isolate the root cause of customer drop-out from digital channels. For example, companies can correlate the most-viewed pages on their website and the last-viewed pages, where self-service ended, to determine the best course of action to retain customers in the digital channel.

By operationalising the results presented by NICE Digital Containment, companies can ensure their customers accomplish their goals through automated digital channels, improving customer satisfaction and reducing contact centre costs.

Miki Migdal, president of the NICE Enterprise Product Group: “The global market for self-service digital technologies is growing rapidly. In this environment, NICE’s Digital Containment solution helps ensure contact centres can provide their customers with the rapid, independent issue resolution they demand. By optimising the use of digital channels, brands can maintain a competitive edge while deriving the greatest value possible from their digital investments, keeping their operating expenses low, and reinventing customer service with the insights generated from every engagement.”

For more information about NICE Systems, visit their website.