Real-Time Guidance & Automation

Real-Time Guidance & Automation

 
 

Turning Insights into Next-Best-Action Recommendations

Analyzing the ongoing, multifaceted exchange of interactions and transactions between customers and organizations provides contact centers with valuable insights about their customers’ wants and needs, the issues they face, and how to address them. NICE Real-Time Process Optimization helps organizations own the decisive moments of customer interactions by shaping interactions in real time, delivering real-time decisioning, next-best-action guidance, and process automation.

NICE Real-Time Process Optimization provides powerful next-best-action recommendations through:

  • Real-time interaction analysis
  • On-screen agent guidance
  • Data consolidation from multiple applications into a single window
  • Relevant drill-down information, accessible with a single click
  • Business rule configuration based on your organization’s business objectives