NICE Launches Scenario Analyzer, Enhancing Customer Journey Analytics with Business Intelligence

NICE’s new Customer Journey Optimization capability helps organisations identify and capitalise on customer motivations and trends, minimise deflections and churn, and boost customer satisfaction.

NICE announced the launch of Scenario Analyzer, which allows organisations 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 analysing all journeys from web and/or mobile to a voice call
• Churn reduction – Minimising churn by analysing all journeys ending with customers leaving the service provider
• Customer experience – Increasing customer satisfaction by analysing scenarios that ended with unhappy customers

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 organisations to understand why customers move between channels and to take prompt action to resolve recurring issues.

According to the 2016 NICE-BCG Survey of consumers worldwide, most organisations 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).

“Organisations must strive to create a customer experience that is informed, personalised, and effortless – these are the major hallmarks of excellent customer service,” said Miki Migdal, president of the NICE Enterprise Product Group.

“Considering customers use, on average, six different channels to interact with service providers, it is vital for organisations to have comprehensive cross-channel customer journey information at their fingertips so they can meet the needs and expectations of customers at every step of the journey.”

“By identifying which ‘leg’ of the customer journey is intrinsic to achieving a particular business goal, and drilling down to understand the origin of the problem, organisations can investigate and improve the customer journey experience and drive business results,” said Migdal.

For more information about NICE, visit their website.