Nice en Contact Center Telefónica
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Transcript of Nice en Contact Center Telefónica
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NICE Customer Interaction
Management Portfolio
Impacting Every Customer Interaction
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2
Workforce Optimization
Staffing & Scheduling
Performance Management
Best Practices
Skills Management
Incentives Management
Customer Intelligence
Cross-Channel Journey
Predictive Care
Social Feed & Influence
Previous Activities
Voice Biometrics & Fraud
Prevention
Real-time Analytics
Real-time Decisioning
Real-time Guidance &
Automation
Voice of the Customer
Surveys, Analytics, Social
Post-Interaction Analysis
Big Data Analytics
Root-cause Investigation
Employee Voice
Corrective Actions Coaching
Rewards
Guidance Scripts
Cross-enterprise Workflows
SHAPE the
Interaction
Continuously
IMPROVE PREPARE for
the Interaction
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