Telecom Lead India: NICE has launched the NICE Mobile Reach
(MR) solution.
The new solution is aimed at offering assisted customer
service over smartphones and tablets.
NICE Mobile Reach is designed to offer enterprises to assist
mobile customers select the best channel for completing their transaction.
NICE claims that the new solution enables a seamless and
effective transition with context to other channels when necessary, and
facilitates multimedia communication between customers and agents during
interactions. This offering will create a differentiated customer experience,
helping to achieve greater loyalty, higher revenue and lower service costs.
“NICE Mobile Reach analyzes, in real time, a multitude
of data sources from the mobile device and enterprise systems and then
recommends for the customer the most suitable channel to continue the
interaction when they need assistance,” said Udi Ziv, president NICE Enterprise
Group.
“If the customer decides to speak with a contact center
agent, the solution seamlessly connects them with the appropriate
representative while bypassing the IVR, and transferring the customer’s intent
and context to appear on the agent’s desktop just before the conversation
begins, enabling a great, personalized customer experience for the customer
while reducing the call handle time of the agent,” Ziv added.
The mobile channel is emerging as the consumer’s primary
choice for all possible service activity with service providers. The use of the
mobile channel will accelerate once customers realize that their needs will
always be met through this touch point. Complementing mobile self-service with
assisted-service is a natural and required evolution of the mobile channel.
By adding these capabilities to their existing mobile
self-service offering, industries such as banking, travel, telecommunications
and retail are able for the first time to provide their customers with a true
hybrid service channel that leverages smart mobile devices,” said Michael
Maoz, research vice president and distinguished analyst of Gartner.
NICE’s Enterprise Offering enables organizations to impact
every customer interaction with targeted solutions for enhancing the customer
experience, increasing service-to-sales revenue, streamlining operational
efficiency, and complying to policies and regulations. NICE Enterprise
solutions are implemented by contact centers of all sizes, branch networks,
retail stores, trading floors, and back office operations.
