How to create perfect customer experiences was the question that brought more than 1,500 NICE Systems customers to Texas last week. Delegates at Interactions 2015 heard about real-time solutions for immediate results, like contact centres where customer information is enhanced with analytics for agents to tweak messages based on the discussion, correspondence, social media and real-time surveys.
Capgemini UK Portfolio and Innovation Director, Adele Every was given a warm welcome as NICE Systems partner for a newly launched Robotic Automation Hub. She presented about how Capgemini is working with NICE on client solutions and shared tips and recommendations to achieve process efficiencies and cost savings.
Adele highlighted the importance of putting customer experience at the heart of new process and IT solutions that automate repetitive tasks. As a result, staff in the front and back office can focus on higher value work using prepopulated contact screens and no longer have to cut and paste information between systems.
“Our clients look to automate repetitive and mundane processes in a way that releases transitional benefits so they can invest in strategic, fully digital processes of the future,” says Adele. “Many customers are keen to be self-sufficient over time so they can manage their own automation hubs of the future, so Capgemini and NICE provide a fully managed service that can be transitioned in-house. The answer comes down to what technical capabilities clients want to have as core skills to enable them to deliver perfect customer experiences.”
To find out more, Adele’s presentation is available here. Adele and Javier Yermo, Transformation Consultant, will also be presenting at NICE Interactions EMEA 2015 in London’s Park Plaza Riverbank.