Every contact center has its own unique customer wants, comes with its own tech stack and has its own unique customer experience goals. How do you architect and connect your key customer experience systems (contact center, CRM, Ecommerce) to support end-to-end omnichannel experiences? This webinar will show you the options for aligning your valuable customer interaction systems and provide best practices for delivering omnichannel excellence.

1. ALIGNING YOUR TECH STACK
FOR OMNICHANNEL EXCELLENCE
How Proper Pairing of CCaaS and CRM Can
Supercharge Customer Experience
November 1, 2017

2. Nancy Jamison
Principal Analyst, Digital Transformation
Frost & Sullivan
2
Gayathri Krishnamurthy
Product Marketing Director
NICE inContact

3. 3
From Cord Boards to Chat Bots
Personalization is Key

4. 4
Customer Service
is the Key Competitive Differentiator

5. 5
It’s All About Customer Experience
Reduce
Operational Costs
33%
Improve Customer
Experience
32%
Improving Digital
Presence
30%
Boost Creativity
and Innovation
28%
Improve Sales and
Marketing Effectiveness
26%
Improve
Collaboration
24%
Expand to New Markets,
to New Regions
23%
Accelerate
Decision Making
21%
Attract and Retain
Workforce
19%
What are the top 3 drivers for IT investment over the next two years? Select top 3 answers.
N=1,934

6. 6
Top Strategic Performance Measures
CX remains most important strategic measurement for organizational performance
4.4
5.5
7.6
9.1
11.6
26.9
30.5
31.3
31.5
32.3
34.1
70.9
Migration to fully automated services
Other
Security systems or services
Migration to digital assisted services
Customer effort scores (ease of doing business)
Employee engagement
Productivity and cost to serve
Complaint levels (service quality)
First contact resolutions (right first time)
Customer advocacy or loyalty (e.g. NPS)
Sales revenues or profits
Customer experience
What are the top three performance measurements according to your company’s board or executive team? (N=1345)
Source: Dimension Data

7. 7
Employee Empowerment
is Essential to Compete
Customer Journey Mapping Real-Time Guidance
Knowledge Management Schedule Control

8. 8
CRM
The Brain Trust of the Relationship
Customer Details Demographic DataCustomer History
Customer Journey Data Rich Data including ERP,
Sales, Marketing & Others

9. 9
Contact Center Apps and Routing
The Workhorse Behind the Agent
Interaction
Data
Interaction
Analytics
Skills-based
Routing
Workforce Optimization
Scheduling &
Forecasting
Performance
Management
Quality
Management

10. 10
CRM + Contact Center Systems Optimize Customer Journey
Awareness Consideration Purchase Usage Advocacy
Customer
Voice Online Chat Email SMS/Text Interactive Voice
Response (IVR)
Social
…
Customer
Representative
CRM & Contact Center Systems
Marketing Systems eCommerce Systems Sales Systems Service Systems
Enhanced Customer &
Agent Experience
Profile,
Interaction History
+
Easy to Access
+
Real Time
=

11. 11
CRM + Contact Center Duo Enhance Customer & Agent Experiences
 Optimized Self service with
CRM data
1 IVR options based on CRM
product set info
 Better resolution with
better routing
2 Routing based on CRM
customer profile
 Agent efficiency with simple,
integrated data & interface
 Faster, Personalized experience
based on customer data
3
* Contact Center as a Service
CCaaS*
CRM
 Improved Agent utilization
 Enriched Customer journey data
4 Interactions auto-logged
in CRM
 Agent efficiency with integrated
Workforce Optimization
5 Agent accesses schedule,
coaching from same console

12. 12
CRM & CCaaS Duo Drive Value to all Stakeholders
Consumers
• Personalized experience
• Faster response
• Effective resolution
Operations
• Customer retention & growth – CSAT, NPS
• Improved operations – AHT, FCR, ASA
• Improved eSAT – Training, productivity
Agents
• Ease of use
• Empowered with customer journey data
• Better motivation from automation
Information Technology
• Faster deployment
• Easy maintenance/upgrades
• Real-time/actionable data & analytics

13. 13
NICE inContact Value Adds
Support all CRM and CCaaS integration options
pre-built integrations with Salesforce, Oracle,
Microsoft Dynamics, Zendesk
Only player to offer WFO integration along with
CRM/CCaaS
NICE inContact CXone = Omnichannel Routing +
Analytics + Workforce Optimization + Automation
& AI built on Open Cloud Foundation
Recognized as a Cloud Contact Center leader
by DMG, Frost & Sullivan, Gartner, IDC, Ovum

14. CLICK HERE TO ACCESS
FULL VERSION
VISIT US
Download the full version of the Webinar:
Aligning Your Tec Stack for Omnichannel Excellence
For Additional Information or Questions Please Contact Us
MarketingProduct@niceincontact.com