Customer Journey Optimization

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Deliver Effortless and Personalized Customer Experience

Customers interact with your organization in many different ways, often starting a task on one channel, and completing it on another. They expect each interaction with you to pick up immediately from the last one. They want you to understand and meet their needs quickly and efficiently. It is therefore crucial to connect your multichannel customer data, understand the customer context at every interaction, and use this data to optimize each step of the customer journey. 

NICE Customer Journey Optimization enables you to understand and learn from the cross-channel behavior of your entire customer base and drive real-time actions to optimize the journey of each individual customer. By connecting call and chat data to mobile and web behavior and business transaction data you can build a comprehensive and actionable view of each customer journey, enabling your organization to:

  • Understand and visualize your customers' multichannel journeys, to understand their behavior and uncover insights which improve your operational processes
  • Rapidly identify and respond to shifting patterns of customer behavior or business bottlenecks
  • Understand the state of mind of the customer throughout his journey: what his needs and preferences are, when he is at risk of churning, when he has highest satisfaction, when he is most interested in a product or service
  • Take real-time action, informed by a contextual view of the customer, to improve the customer's experience and maximize business value at every step of the journey
  • Continuously learn and improve by closing the loop between customer interactions and business outcomes

NICE Customer Journey Optimization enables you to build more valuable relationships with your customers. By breaking down the artificial barriers between channels and learning from rich behavioral data, the solution enables you to improve customer experience and uncover unmet customer needs, allowing you to:

  • Minimize customer effort, resulting in greater customer satisfaction and loyalty
  • Reduce operational costs, by anticipating customer needs and streamlining the customer journey
  • Identify business bottlenecks and how to fix them, and respond rapidly to shifts in customer behavioral patterns
  • Drive upsell, retention, and customer value through intelligent data-driven actions with directly measurable returns

NICE Customer Journey Optimization connects structured data such as IVR and transactional data with detailed web and mobile behavior and unstructured speech and text data. By applying speech analytics, text analytics and sophisticated machine learning to this comprehensive view of each customer, every individual’s journey can be optimized.

 

Identity association connects customer identities and behavior across every touch point, including both authenticated and anonymous data, to form a complete and detailed view of every multi-channel journey

 

Analysis and visualization of fully connected journeys, to understand patterns of behavior and identify issues and opportunities

 

Automatic discovery of shifts in customer behavior, including key interaction patterns

 

Predictive analytics learns from the behavior of the entire customer population to build powerful statistical models which are used to understand and make predictions about each individual, such as likely product interests, risk of churn, and projected customer value.

 

Machine learning:  Patent-pending self-learning algorithms monitor streaming customer data in real-time to enable better decisions, from the very next interaction 

 

Automated real-time actions to increase efficiency and drive up well, retention and customer value by:

  • Providing agent guidance and giving the agent a clear understanding of the customer history and context
  • Dynamically personalizing the mobile and web experience based on customer context
  • Triggering tailored emails or outbound calls to engage proactively with the customer
  • Dynamically personalizing the IVR to minimize customer effort and maximize containment