WHAT'S NEW, WHAT'S NEXT WITH OMNICHANNEL?

WHAT'S NEW, WHAT'S NEXT WITH OMNICHANNEL?

Mike Harwell Senior Director Omnichannel Product Management 20+ years of Product Management and Contact Center experience Leads the Product Management team responsible for Strategy and Execution for the NICE incontact Omnichannel portfolio With NICE incontact for 4 years Omnichannel Portfolio Customer Experience

Omnichannel Routing Omnichannel Session Handling Customer Card Attribute-based Routing Digital Channels

Customer Experience Platform OMNICHANNEL ROUTING ANALYTICS WORKFORCE OPTIMIZATION AUTOMATION & AI Connect Journeys Across Any Channel Turn Insights Into Results Unlock Your Team's Potential Streaming Service Delivery OPEN CLOUD FOUNDATION Power Rapid Innovation

NICE incontact Definition of Omnichannel Omnichannel Interaction Channels Skills-Based Routing Agent Interface IB / OB Calls Proactive Outbound Attribute-Based Routing Max My Agent experience Email Chat ACD Reporting SMS Cobrowse ACD Call Recording Messaging Content Share Social Web Guidance Omnichannel Session Handling

Omnichannel Routing Vision Continue to build on existing & emerging interaction channels including email, chat, SMS and social Expand Omnichannel Session Handling experiences Refine the agent experience including customer context card Develop attribute- & rules-based routing that incorporates intelligent, individualized contact matching Customer journey analytics used for routing, agent enablement, WFM and reporting

Omnichannel Routing Omnichannel Session Handling Customer Card Attribute-based Routing Digital Channels

What is Omnichannel Session Handling? Empowers agents to concurrently handle multiple customer sessions from different channels. Two main usage scenarios: Empower agents to handle multiple contacts from different customers concurrently Chat with Bob Call with Anna Elevate interactions into Omnichannel sessions by adding one or more channels Email with Chris

Usage Scenarios Improve Customer Satisfaction An interaction starts as a web chat, but as the customer and agent progress, they find it would be easier to resolve the issue on the phone. The agent can make a call to the customer, and could even, when resolved, send a confirmation email with the chat still active. Increase Agent Productivity An agent works multiple chats concurrently, but can fill lulls in handling chat with handling on one or more routed emails If an urgent routed voice call comes in, the agent is still available to handle this call in addition to all other concurrent interactions. + + =

Elevating a Customer Interaction 1 Agent supporting two concurrent chat interactions. 2 The system alerts the agent when there is new activity in the chat interaction. 3 The agent places an outbound call to the customer.

Omnichannel Session Handling: A Paradigm Shift Omnichannel Settings At the team level & agent level ONE voice contact (IB/OB/VM) Up to 12 Chat, 25 Emails, 25 Work Item interactions New Handling Options Request Contact Setting Empowers the agent to determine when they are ready to handle the next contact Contact Auto-focus New contact gets auto-focus impacts reporting!

The Future of Omnichannel Session Handling Single matching algorithm for Voice and digital channels Personal Connection Dialer interoperability with Omnichannel Session Handling SMS as a Native Channel Multiple call handling Simplified migration: Single Contact Handling and Omnichannel Session Handling within the same Business Unit

Omnichannel Routing Omnichannel Session Handling Customer Card Attribute-based Routing Digital Channels

Customer Card - Overview Part of MAX My Agent experience Customer data Contact history Agent comments Analytics CRM integration

Customer Card - Detail Contact Information Name, Phone, Email, Social, etc Contact History Last 5 contacts Disposition, Agent Notes Each interaction is clickable for more detail Behavioral Profile Interested in Mattersight? Join us tomorrow! Breakout: NICE incontact CXone Vision Wednesday, May 16, 10:15 AM, Grand Ballroom 4

Omnichannel Routing Omnichannel Session Handling Customer Card Attribute-based Routing Digital Channels

What is Attribute-based Routing? Priority Conditional Rules Engine Experience ANI / DNIS / From / To / Customer Data Triggers" for conditional decisions: Product Expertise Age Mood / Sentiment Behavioral Profile Customer Contact Demographic Retention Risk Lifetime Value Last Agent Lifetime Value SLA EWT Time of Day Day of Week Holidays Outsourcing Revenue Goals Retention Goals Stock Market Interest Rate changes To be applied throughout the routing process Training Gender Agent Dialect Performance Upsell/ Cross-sell Interested in Mattersight? Join us tomorrow! Breakout: NICE incontact CXone Vision Wednesday, May 16, 10:15 AM, Grand Ballroom 4

Attribute-based Routing Concept Conditional rules determine which criteria are dropped/changed to define an new, broader pool of addressable Agents. Example: Virtual Queue 1: For the first 30 seconds of queue time, only agents with the ideal ruleset are eligible Virtual Queue 2: When a contact gets to within 30 seconds of its SLA, drop proficiency criteria from 100% to > 60% Virtual Queue 2 Relaxed criteria Virtual Queue 1 Ideal criteria Ruleset: Services All Service Agents When there are multiple available agents, agent selection criteria applies such as most idle agent Reporting and Forecasting based on defined Ideal criteria within the ruleset

Routing Digital Channels Using Analytics Enables you to detect e.g. sentiment or language of a digital interaction (e.g. email, chat). Route contacts based on analysis results (e.g. positive, negative, mixed, neutral; English, Spanish, French) Anna Bob Studio Action: Sentiment & Best Agent Charles Doris

Omnichannel Routing Omnichannel Session Handling Customer Card Attribute-based Routing Digital Channels

NICE incontact Cobrowse, Advanced and Proactive Chat NICE incontact Cobrowse for CXone: Start a cobrowse interaction with the customer anytime, for richer interactions in any channel! NICE incontact Advanced Chat for CXone: Use page push, file sharing, form filling, highlighting, etc. to reduce effort for your customers and increase website usability. NICE incontact Proactive Chat for CXone: Selectively and intelligently offer chat to customers based on business KPIs!

Demonstration

Upcoming Sessions in the Omnichannel Routing Track Tuesday, May 15, 2018 Breakout 3: 3:15 PM - 4:00 PM: Emerging Channel Strategies: Social Platforms, Messaging (SMS), AI and Bots (HelpSocial, mms, Inc., Webhelp, IBM, NICE incontact, Employbridge) Breakout 4: 4:15 PM - 5:00 PM: Improve Efficiencies and Effectiveness in Your Contact Center with Cxone (Landauer, BenchmarkPortal) Wednesday, May 16, 2018 Breakout 1: 10:15 AM - 11:00 AM: The Power of Personal Connection (Sunrun) Breakout 2: 11:15 AM - 12:00 PM: CX for Millennials and GenZ Get Ready to Leave the Competition Behind! (Webhelp) Breakout 3: 1:45 PM - 2:30 PM: 10 Ways You Should Be Disrupting Your Call Center! (Expivia Interaction Marketing Group) Breakout 4: 2:45 PM - 3:30 PM Disruptive Customer Engagement Strategies (RingCentral, Porch.com)

How was the SESSION? Fill out a short 2 question survey. Open the session in the app and click the Breakout Survey icon.