This document discusses using service interactions as opportunities to increase sales. It begins by noting that managing business is complex and the goal is to grow business. It then discusses challenges like not owning all customer touchpoints, inconsistent campaigns, agents not knowing how to sell, and meeting agent productivity goals. The solution presented is a service-to-sales model using guided dialog, guided selling, order automation, and gamification to motivate agents. Case studies show increased revenue, conversion rates, and leads generated from pilots at telecom, insurance and other companies. The value proposition is outlined as generating additional revenue by leveraging existing service interactions and aligning marketing and contact centers.

1. NICE SERVICE TO
SALES
August, 2013

2. Managing any Business is a Complex Operation
The ultimate goal is to grow business
2

3. Increased Revenues from Inbound Interactions
Realize the revenue
potential of
interactions you
already have today
3

4. Challenges along the Way
“But I just told you that
I’m moving, weren’t you
listening?!”
“Try me again
tomorrow, this is not
a good time”
Sale
Customer
Problem
“Stop calling and spamming
me”
C USTOMER
4

5. Challenges along the Way
Bigger
Wallet
Share
Don’t own the contact
center channel, have little
influence on it
Hard to run consistent
and effective crosschannel campaigns
M ARKETING
Marketing
Challenges
5

6. Challenges along the Way
“How much talktime should I
spend selling? I
need to meet my
Sale
AHT goals”
“I don’t know
how to sell”
Service
“I don’t know
what to offer”
A GENT
6

7. Service-to-Sales: Fast Track to Increased Sales
Fulfill the Order
Order Automation
Sale
4
Make an Offer
Guided Selling
3
Select an Offer
2
1
Transition
Guided Dialog
7
Next Best Offer

8. Service-to-Sales: Fast Track to Increased Sales
Fulfill the Order
Order Automation
Sale
4
Make an Offer
Guided Selling
3
Select an Offer
2
1
Transition
Guided Dialog
8
Next Best Offer
Agent
Motivation
Gamification

9. Demo or Link to Video

10. A Big Sales Opportunity in Inbound Interactions
UPC
24%
in conversion rate
Insurance Provider
~$12K
Insurance Provider
9M
in annual incremental revenue
Insurance Provider
11%
Atento
10
in generated leads / agent / year
150%
in annual incremental revenue
in conversion rate

11. INSURANCE
Revealing Context for a Smooth Transition
WHAT
• Context-aware Real-Time
Customer-Agent Guided
Dialog
• Customer answers are unique
inputs for Next Best Offer
recalculation
HOW
• Real-Time Guidance:
• Pre-defined conversations
• Dynamic selection of questions
• Offline Interaction Analytics
driven
11
“May I ask if you’re renting
or buying your new house?”
“The house is mine”
“Congratulations! We have
great offers for homeowner
insurances…”

12. Better Inputs Make Better Decisions
WHAT
• Contextual Real-Time NextBest-Offer recommendation,
based on:
•
Guided
Dialog
Agent
Profile
Campaign
Management,
Predictive Models
Interaction
Analytics
Desktop
Monitoring
Customer intent
•
•
Real-Time
Speech Analytics
Agent profile
Interaction context
HOW
• Unique Inputs:
•
•
Desktop monitoring
•
Guided dialog
•
Offline analytics
• Hybrid Real-Time Decisioning:
•
Real-time scoring
•
Real-time segmentation
•
12
R EAL TIME SALES ENGINE
Real-Time Speech Analytics
Business rules
Real-time
Next Best Offer

13. TELCO
Scale-up Agent Selling Performance
WHAT
• Context-aware Personalized
Guided Selling:
•
Skill-based
•
Analytics driven
•
Offline Interaction
Analytics best practices
Dynamic
Defined by marketing
HOW
Real-Time Guidance:
•
Contextual key selling points
& rebuttal arguments
•
Active knowledge-push
•
Pulled from
Knowledge Management
Interaction Analytics-driven
Offer fulfillment
13

14. INSURANCE
Optimized Order Process
WHAT
Emails
• Order process automation
• Free up time to sell
CRM
• Reduce errors
HOW
Billing
• Front-end integration
technology
Order fulfillment
14

15. Increasing Motivation with Gamification
MOTIVATION
We all desire status and
acknowledgement
ACHIEVEMENTS
ACTIONS
Badges, trophies,
leaderboard, which
increase motivation
Agents are encouraged
to turn service into sales
interactions
REWARDS
Agents gain points
according to pre-defined
KPIs
15

16. On-going Sales Effectiveness Monitoring
Sales Conversion Rate
Successful sales / Attempts
Missed Opportunities
Measure cases where agents should
have made an offer but did not
Attempted Sales
Objection Handling
16
Total attempts
Failed attempts
Measure how your agents handle
customer objections to specific
offers / products
16

17. Analytics-driven Scripting
1
Compare Practices of
High Performing vs. Low
Performing Agents
2
Identify terms and
sentences used in bestselling offers
3
17
Implement successful
Sales tactic scripts into
Guided Selling callouts

18. Tying Insights Back to Performance Management
1
2
Identify which agents make the
most offers
4
18
Categorize sales opportunities
and success rates
Coach agents on sales best
practices to drive improvement
3
Compare practices of high
performing vs. low performing
agents

19. C ASE
STUDIES
19

20. Case Studies: Telco
One of the largest
BPOs in the world
BACKGROUND
?
The subscriber
inquires about
the latest
monthly bill
NICE S2S gives a
detailed account view
including usage in
excess of package limits
S2S detects crosssell opportunities
and calculates the
NBO in RT
SOLUTION
Lowered the AHT from
12.5 to 5.7 min
RESULTS
Increased $4700 per seat / year

21. Case Studies: Telco
European triple-play
Telco provider
Buyer: Corporate
Marketing
Ecosystem:
BACKGROUND
Guided
Dialog
RT scoring & decisioning,
calculating NBO
Order
Automation
SOLUTION
24%
improvement in
conversion rate
RESULTS
ROI in 6 months

22. Case Studies: Insurance
A major US insurance
company
BACKGROUND
NICE S2S gets
customer info
S2S detects crosssell opportunities
and calculates the
NBO in RT
Guide the agent
through the
interaction
SOLUTION
5%
11%
50%
3%
Decrease in
AHT
Increase in auto
policies sold
during RTI pilot
Increase in
generated cross
sell leads
Increase in
multi-product
policies
RESULTS
Source: Presented by the customer at NICE annual users conference

23. The Value Proposition
Generate
additional
revenues
Improve
agent
performance
Improve
customer
satisfaction
23
Leverage your assets:
increase business from
inbound Service interactions
Align Marketing
and Contact
Center
Drive behavior and align
performance to business
objectives
Consistent and effective
inbound campaigns
across all channels

24. NICE, because…
 Over 25 years of
experience in
Contact Center
interactions
Quick
T ime
D etect
Context
 Unique technology to
capture the context of
Customer interactions
in Real Time
to
 Out of the box
solutions
 Easy integration
H uman
F actor
E xpertise
 Maximize revenue
through:
 driving
behavior
change
 Providing
personalized
sales guidance
and
C ontact
C enter
E xpertise
V alue
24
I ntent
 Provide the Next Best
Action

25. MAKE
E VERY
INTERACTION
COUNT
25

26. THANK
YOU
26

27. ADDITIONAL
SLIDES
27

28. Design and Control – Sales Designer Application
 Web-based Business User interface for Marketers and Analysts:

Offer management

Build and maintain business logic
 Built-in logic and content
28

29. GAMIFICATION
29

30. Why Should You Care?
PROBLEM
SOLUTION
RESULTS
• Disengaged employees cost the average
1,000 agent contact center more than
$2,000,000 every year
• The percentage of “highly disengaged”
employees has increased from 8% to 21% in
a three year period
Gamification drives engagement and makes
work more interesting and productive for
employees
Companies deploying gamification techniques
grow annual revenue and average deal size
twice faster in comparison with non-users
Sources: Customer Contact Council, 2011, Aberdeen Nov 2012
30

31. Gamification in a Sales Environment
Gamification provides the ideal setting
for healthy competition and internal
recognition for positive performance
There is a direct correlation between
use of gamification and positive sales
results
31
Source: Abardeen Group, Nov 2012

32. Gamification in the Contact Center
“There is a clear fit for gamification in the contact center,
where agent attrition rates are high, agents are
unmotivated by repetitive tasks and new hires need to get
up and running quickly. […] Gamification will be a growth
market among contact centers.”
[“OVUM, March 2013]
32

33. BANKING
SLIDES
33

34. BANKING
Revealing Context for a Smooth Transition
WHAT
• Context-aware Real-Time
Customer-Agent Guided
Dialog
• Customer answers are unique
inputs for Next Best Offer
recalculation
HOW
• Real-Time Guidance:
• Pre-defined conversations
• Dynamic selection of questions
• Offline Interaction Analyticsdriven
34
“May I ask the reason for
the change?
“I’m starting college”
“Congratulations! We have
great offers for student
loans…”

35. BANKING
Scale-up Agent Selling Performance
WHAT
Offline Interaction
Analytics best practices
• Context-aware Personalized
Guided Selling:
•
Skill-based
•
Analytics driven
•
Dynamic
Defined by marketing
HOW
Real-Time Guidance:
•
Contextual key selling points
& rebuttal arguments
•
Active knowledge-push
•
Pulled from
Knowledge Management
Interaction Analytics-driven
Offer fulfillment
35

36. BANKING
Optimized Order Process
WHAT
Emails
• Order process automation
• Free up time to sell
CRM
• Reduce errors
HOW
Billing
• Front-end integration
technology
Order fulfillment
36

37. INSURANCE
SLIDES
37

38. INSURANCE
Revealing Context for a Smooth Transition
WHAT
• Context-aware Real-Time
Customer-Agent Guided
Dialog
• Customer answers are unique
inputs for Next-Best-Offer
recalculation
HOW
• Real-Time Guidance:
• Pre-defined conversations
• Dynamic selection of questions
• Offline Interaction Analytics
driven
38
“May I ask if you’re renting
or buying your new house?”
“The house is mine”
“Congratulations! We have
great offers for homeowner
insurances…”

39. INSURANCE
Scale-up Agent Selling Performance
WHAT
Offline Interaction
Analytics best practices
• Context-aware Personalized
Guided Selling:
•
Skill-based
•
Analytics driven
•
Dynamic
Defined by marketing
HOW
Real-Time Guidance:
•
Contextual key selling points
& rebuttal arguments
•
Active knowledge-push
•
Pulled from
Knowledge Management
Interaction Analytics driven
Offer fulfillment
39

40. INSURANCE
Optimized Order Process
WHAT
Emails
• Order process automation
• Free up time to sell
CRM
• Reduce errors
HOW
Billing
• Front-end integration
technology
Order fulfillment
40

41. TELCO SLIDES
41

42. TELCO
Revealing Context for a Smooth Transition
WHAT
• Context-aware Real-Time
Customer-Agent Guided
Dialog
• Customer answers are unique
inputs for Next-Best-Offer
recalculation
HOW
• Real-Time Guidance:
• Pre-defined conversations
• Dynamic selection of questions
• Off-line Interaction Analytics
driven
42
“May I ask what is the
reason for the change?
“Starting college”
“Congratulations! We have
great offers for long
distance call to any family
member…”

43. TELCO
Scale-up Agent Selling Performance
WHAT
• Context-aware personalized
Guided Selling:
•
Skill-based
•
Analytics-driven
•
Offline Interaction
Analytics best practices
Dynamic
Defined by marketing
HOW
Real-Time Guidance:
•
Contextual key selling points
& rebuttal arguments
•
Active knowledge-push
•
Pulled from
Knowledge Management
Interaction Analytics-driven
Offer fulfillment
43

44. TELCO
Optimized Order Process
WHAT
Emails
• Order process automation
• Free up time to sell
CRM
• Reduce errors
HOW
Billing
• Front-end integration
technology
Order fulfillment
44