Next Call Prevention

Predict and meet future customer needs

What are some of the primary reasons customers call your contact center? In many cases, it’s that follow-up question customers forget to ask while on the line the first time. And, according to the NICE 2012 Consumer Channel Preference Survey, more than half of calls are from frustrated customers who were unable to accomplish a task via your self-service channels. Can you eliminate these calls? Absolutely.

 

Service organizations collect terabytes of customer “big data” from millions of interactions every day—data that provides valuable insight into customer history and current account status. Using the right analytics tools, this data can be used to literally predict the future, too, and take customer service to a higher level. NICE Next Call Prevention does just that.

 

NICE Next Call Prevention combines NICE speech analytics, text analytics and contact analytics to uncover common patterns and foresee future customer needs and address them. Specific capabilities include:

 

  • “Big Data” management infrastructure enables processing of terabytes of raw data from multiple channels, millions of customer records.
  • Cross-channel pattern identification cross-references analytics insights with customer lifecycle events, isolating the most common, recurring contact patterns that lead to calls to the contact center.
  • Customer-specific next call predictor predicts customers’ next actions or questions based on their history and past behavior.
  • Predictive real-time guidance cues agents in real time to offer customers a response to a predicted need after resolving the primary issue.
  • Customer notification, based on pattern identification, enables agents to easily and automatically create and send notifications to customers, alerting them to irregular consumption events (like impending account overages) or the nearest significant lifecycle events (such as contract expiration).
  • A cross-organization tasks module enables supervisors to easily create and automatically distribute tasks to relevant personnel across the organization based on patterns the system identifies, alerting others to process or procedure problems that are creating secondary issues for customers.
  • Self-service improvement isolates issues originating in the self-service channel that result in calls to the contact center, allowing organizations to take immediate corrective action.