The Impact of Real-Time Action

Real-time agent guidance constantly monitors agents’ desktops while they interact with customers to bring contacts to their most successful conclusion. Combining business rules with a wide array of data sources–analytics systems, CRM applications, knowledge bases, campaign management, predictive next-best-offer models, the context of real-time interactions, and agent performance metrics—the system determines next-best-action guidance as the interaction unfolds.

It presents context-sensitive guidance windows on the agent’s screen during the interaction to improve customer experience (addressing customer issues quickly and accurately on the first contact), increase sales effectiveness (identifying hidden sales opportunities, determining the best offer for the circumstances, and equipping agents with sales scripts and effective objection-handling techniques), and improve operational efficiency (minimizing the time it takes the agent to decide what to do next, and the time to search for relevant information in the knowledge bases). A NICE Systems white paper, A Super Agent at Every Station, discusses the impact of real time action.

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