Closing the Consumption Gap with Insights from Value Realization Scorecards

Dr. Vasudeva Akula, Director, Global Business Enablement, NICE Systems

Software solutions that take organizations from ins ight-to-impact, addressing three main business segments:

Financial Institutions

Ensuring compliance and prevent financial crime

Government agencies, public and private organizations

Ensuring safety & security

Enterprises

Enhancing the customer experience and increasing revenues through all customer interaction channels

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Customers Expected full year non-GAAP 2011 revenues*

Service ProfessionalsCountries

1986Founded

NICE Global Services Activity Domains

Business Consulting

Customization Solutions

Solution Delivery

Customer Education Services

Global Support

Customer

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NICE’s Strategic Move From Recording Solution ProviderTo Advanced Analytics Software Solution Provider

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THE BACKGROUND

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The Challenge: Poor User Adoption

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Risk of Reduced customer satisfaction, re-purchase delays and vulnerability to competitive displacemen t.IMPACT:

1 Source: TSIA/Neochange 2009 Study

50% of software functionality paid for and licensed by organizations is not actually used.

Executives surveyed:

69% indicated that the No. 1 driver of value realization was “effective user adoption”.

30% of software maintenance contract cancellations are attributable to lack of effective adoption. 1

• 88% of executives say they now expect value enablem ent and/or process alignment services from their vendors

– A key element of addressing the challenge, Value Realization Scorecard (VRSC) from NICE Business Consulting Services’

– Enables customers to fully adopt solution capabilit ies and realize the value they expect

The Solution: Bridge the Adoption Gap

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Source: Complexity Avalanche – Overcoming the Treat to Technology Adoption, J.B. Wood, TSIA

Proliferation of Product Features and Complexity

Ability of Customers to Consume Features

Adoption Gap

• 88% of executives say they now expect value enablem ent and/or process alignment services from their vendors.

• A key element of addressing the challenge, Value Re alization Scorecard (VRSC) from NICE Business Consulting Services’

• Enables customers to fully adopt solution capabilit ies and get the value they expect.

The Solution: Bridge the Adoption Gap

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Source: Complexity Avalanche – Overcoming the Treat to Technology Adoption, J.B. Wood, TSIA

Proliferation of Product Features and Complexity

Ability of Customers to Consume Features

Adoption Gap

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NICE’S SOLUTION TO ADOPTION CHALLENGE

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Value Realization Score Card (VRSC)

Solution Usage

Top-to-bottom tracking, from senior management down to call center agents.

Impact and Adoption

Qualitative and quantitative business impact and adoption, within the contact center and across the enterprise.

Criticality & Customer

Satisfaction

For both the solution and its implementation process.

VRSC provides fine-grained information necessary to accurately identify gaps between the maximum success potential for any given customer and the cu stomer’s actual solution adoption

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THE VRSC IN DETAIL

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Value of each module to different levels of users

Value Realization Score Card: Details

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Business Impact, Criticality & Effort Assessment

Value Realization Score Card: Details

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Customer perception and satisfaction levels

Value Realization Score Card: Details

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VRSC scores are generated three times during the course of each project, over a three month interval, in order to b est gauge improvement over time

VRSC Reports

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• Detailed scoring in each main section and all sub-sections• Completely

configurable for continuous improvement

• Supports best practice development based on successful project patterns

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Detailed Scoring

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Customer Success Through VRSC

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• Large scale deployment: Over 100 projects in leading utility, airline, financial services, insurance, and healthcare companies in the United States.

• Benchmarks with customer-to-customer comparison w/ Industry

• Gap Analysis and Opportunity identification for Higher Adoption

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ENABLING VALUE REALIZATIONBusiness Consulting Methodology Enhancements

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Value Realized Vs. Business Consulting Man Months

Man Months

Top 3 VRSC Average Linear (Top 3 VRSC Average)

Val

ue R

ealiz

atio

n S

core

1009080706050403020100

• Clear Correlation of Higher Solution Adoption and R ealized Value with More Consulting Time

– Each additional month of consulting significantly increases overall value realized

• New Solution Adoption Services Launched Via Busines s Consulting– Uniquely Designed to Drive Customer Success: Optimization & Follow-Up Consulting

– Long Term Consulting Services w/ Business Transformation Goals

Business Consulting: Driving Value for Customers

• Align your NICE solution with your processes & busi ness goals• Equip your key users with industry and vertical exp ertise• Drive business transformation with change managemen t guidelines• Prepare management and end users for higher solutio n adoption• Accelerate ROI across enterprise with a smooth, qui ck rollout• Ensure business process optimization with proven pra ctices

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Delivering Meaningful &

Actionable Information

Workshops & User Adoption

Industry Knowledge & Best Practices

Performance & Process

Improvements

Business Assessment & Gap Analysis

Marrying up People,

Process & Technology

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Business Consulting Activity Highlights

Improved Methodology with Lessons Learned

Delivering Meaningful &

Actionable Information

Delivering Meaningful &

Actionable Information

Delivering Meaningful &

Actionable Information

Workshops & User AdoptionWorkshops & User AdoptionWorkshops & User Adoption

Industry Knowledge & Best Practices

Industry Knowledge & Best Practices

Industry Knowledge & Best Practices

Performance & Process

Improvements

Performance & Process

Improvements

Performance & Process

Improvements

Business Assessment & Gap Analysis

Business Assessment & Gap Analysis

Business Assessment & Gap Analysis

Marrying up People,

Process & Technology

Marrying up People,

Process & Technology

Marrying up People,

Process & Technology

BUSINESS IMPACTSBusiness Consulting Methodology Enhancements

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Improvements achieved by numerous customers using business consulting after implementing the Analytics Based Quality Opti mization (AQO) Solution from NICE

• 11% reduction in AHT

• 17% increase in FCR

• 22% reduction in Escalation

• 50% reduction of repeated calls

• 12% increase in Agent Productivity

• 9% increase in collection rate

• 2.1 points increase in NPS

Utility, Airline, Financial Services , Insurance an d Healthcare companies in the US

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VRSC & Business Consulting: Proven Results!

Case Studies

The Three R’s: Key Improvements

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Revenue

Increased Revenue

References

Gained New Reference Customers

picture

Repeatability

Improved Repeatability

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SUMMARY

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Enabling Success

Innovative Thinking and Creative Effort

• Measure customer feedback during the project

• Leverage benchmarks & customer to customer comparisons

• Collaborate with customer management team in addressing adoption challenges

• Revenue, References, Repeatability : Key to PS Growth!

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Vasudeva Akula, Ph.D.Director, Global Business EnablementSix Sigma Black BeltNICE Global Services

T: 571- 918- 4104M: 703 - 597- 3843F: 201- 964- 22610E: vasudeva.akula@nice.com

NICE Systems301 Route 17N, 10th FloorRutherford, NJ 07070