mike harwell, kaarina kvaavik, co-founder, › uploadedfiles › webcasts_events... ·...
TRANSCRIPT
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Panel
Discussion
October, 2019
Mike Harwell,
Senior Director,
Omnichannel
Product
Management,
NICE inContact
Kaarina
Kvaavik,
Co-Founder,
Language I/O
.
Live Demonstrations
of Breakthrough
Innovations
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Why Digital? Why now?
October 2019
Mike Harwell, Senior Director, Omnichannel Product Management
NICE inContact
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A Convergence of TRANSFORMATIONS
3
AI/SELF-SERVICE
DIGITAL
CLOUD/SUITE
DATA & ANALYTICS
WORKFORCE
NICE inContact Confidential – DO NOT DISTRIBUTE
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Digital-first Omnichannel Service will Dominate
4 NICE inContact Confidential – DO NOT DISTRIBUTE
98%
What companies have
implemented today
of all companies
offer at least 1
digital channel today
330M
Monthly Active Users
2.1B 800M
WhatsApp with 29 million
messages per minute from 1B+
daily active users
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Modern Architecture for Digital-First OmnichannelEliminate siloed digital experiences for customers and agents
Complete Digital Messaging and Real-time
Options with 30+ Channels
Holistic Omnichannel Contact Center Management
Natural Blended Interactions Paradigm +
Context for Agents
Digital-first
Omnichannel
Customer Service
All Agents Are
Omnichannel
NICE inContact Confidential – DO NOT DISTRIBUTE5
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Digital-first Omnichannel – The Mandatory Components
6
Centrally manage
Next Gen Digital in the
Contact Center
Add Digital Messaging
and Real-time
Channels
Unified agent –
supporting each channels
unique capabilities
Provide context to all
interactions across
channels
Elevate customer
interactions across Voice,
Digital and Messaging
Provide Holistic
Omnichannel Management
for Contact Center
Incorporate advanced AI
capabilities for intelligent
workflow management
Provide new forecasting
models and KPIs
relevant to digital
NICE inContact Confidential – DO NOT DISTRIBUTE
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Demonstration
7 NICE inContact Confidential – DO NOT DISTRIBUTE
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8
oneexperience
onestep ahead
onecloud
onedestination
The Most Complete, Unified,
and Intelligent Cloud CX Platform
NICE inContact Confidential – DO NOT DISTRIBUTE
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Empower Digital-First Omnichannel Agents
9
Single Interface:
inbox for all digital messaging
and real-time (voice/chat) channels
– retaining native experience of
each messaging platform
Agents in Control: ‘pulling’ work in natural flow,
while dynamic prioritization
maintains SLAs
Customer Card: full customer context, journey
and conversation history,
plus sentiment
NICE inContact Confidential – DO NOT DISTRIBUTE
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Support Digital-first Contact Center Operations
10
• Provide
new models
and algorithms
to accurately
reflect digital
demand
Forecasting and
Scheduling
• Accommodate
cross-channel
interactions
and elevation
Interactions
• Support new
channels and
omnichannel
interactions
• Enable capturing
multiple separate
interactions in
parallel
• Adhere to new
regulations
Capturing
• Support new
standards
and processes
Quality
• Provide new
KPIs that reflect
digital channels
Performance
• Process and
make extensive
unstructured
data usable
Analytics
NICE inContact Confidential – DO NOT DISTRIBUTE
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Customer support. Any language. Anywhere.
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Customer support. Any language. Anywhere.
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About Language I/O
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About Language I/O
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About Language I/O
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Customer support. Any language. Anywhere.
![Page 25: Mike Harwell, Kaarina Kvaavik, Co-Founder, › uploadedFiles › Webcasts_Events... · 2019-10-30 · Panel Discussion October, 2019 Mike Harwell, Senior Director, Omnichannel Product](https://reader033.vdocuments.site/reader033/viewer/2022060415/5f12f928d85632176c5999f3/html5/thumbnails/25.jpg)
Customer support. Any language. Anywhere.
![Page 26: Mike Harwell, Kaarina Kvaavik, Co-Founder, › uploadedFiles › Webcasts_Events... · 2019-10-30 · Panel Discussion October, 2019 Mike Harwell, Senior Director, Omnichannel Product](https://reader033.vdocuments.site/reader033/viewer/2022060415/5f12f928d85632176c5999f3/html5/thumbnails/26.jpg)
Customer support. Any language. Anywhere.
![Page 27: Mike Harwell, Kaarina Kvaavik, Co-Founder, › uploadedFiles › Webcasts_Events... · 2019-10-30 · Panel Discussion October, 2019 Mike Harwell, Senior Director, Omnichannel Product](https://reader033.vdocuments.site/reader033/viewer/2022060415/5f12f928d85632176c5999f3/html5/thumbnails/27.jpg)
Customer support. Any language. Anywhere.
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Some of the Companies We Work With
Customer support. Any language. Anywhere.
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Contact Info
Kaarina Kvaavik
www.languageio.com
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Panel
Discussion
October, 2019
Mike Harwell,
Senior Director,
Omnichannel
Product
Management,
NICE inContact
Kaarina
Kvaavik,
Co-Founder,
Language I/O
.
Q&A