NICE

2 apps making up Compliance Center

* Companies loaned Dashbord (management) * Policy Manager

CC Ops 4 Key Areas

* Compliance & Risk Mgt * CX * Operational Efficiency * Revenue Generation

CC business deliverables

* consistent CX, helps adherence to policies/ governance, provides biz reporting

Types of pricing

1 by agent. 2 by volume measured by hours or storage capacity A perpetual. B SaaS 3-year

Nice Nexidia

AI and Speech Analytics platform

ACM

Active Care Management

Speech to Text transcription.

Adds visual element and makes who said what easier to see

APA

Advanced Process Automation (portfolio)

CC VP for Mgt

Analysis of data for company effectiveness, efficiencies and offerings. + competitive intelligence

ACD

Automated Call Distributor/ Distribution

AVR

Automated Voice Response (system)

ADH

Average Delay to Handle

AHT

Average Handling Time

BO solutions

Back Office - extracts productivity data for adherence to WFM & KPIs for PM

Mattersight

Bought 8/2018 - PBR solution for WFO - matches personality styles

VOC - also called

CX Mgt Program, Customer Feedback Mgt Program

Satmetrix

CX leader that built the NPS model and customer loyalty measures.

CCaaS

Call Center as a Service

Nice Engage AIR

Call Recording platforms

CIS

Center for Internet Security (Compliance measure)

CTI

Computer telephony integration

CBA

Customer Benefit Analysis

CEM

Customer Engagement Management

CXA

Customer Experience Analytics

Titles for CX Execs

Customer Experience, Customer Care, Chief Customer Officer (CCO), Customer Care VP, Services VP, CC VP, Ops/ Sales/ Marketing VPs, Collections

CJO

Customer Journey Optimization

CJS

Customer Journey Softwarr

Nice CJS

Customer Journey Solutions

CLS

Customer Loyalty Soultion

CC Val Prop for Prod Devt

Customer ideas for new products or feedback on issues w existing.

Satmetrix

Customer loyalty (VOC)

CC Val Prop for Sales

Data analysis, up-sell/ cross-sell

CC Val Prop for Marketing

Data on outgoing campaigns, analysis of customer responses

3 types of APA

Desktop Robotics, Desktop Automation, Robotic Automation

Compliance Center foundation

Engage & AIR - integrates w Nexidia and 3rd Party Apps

FCR

First Contact Resolution

FCR

First call/ contact resolution

NICE Actimize

Fraud analytics & Mgt

5 elements for VOC

Gather - Analyze - Close the Loop - Distribute Insights - Drive Change to Adapt

ICM

Incentive Compensation Mgt

IVR

Interactive Voice Response

IVRO

Interactive voice response optimization

Digital Containment

Keeping customer within digital resolution path

KM

Knowledge management

MAS

Managed Analytics Services

MACs

Moves-Adds-Changes

NPS

Net Promoter Score - Fred reichheld of Satmetrix

NPS

Net-promoter Score - measures loyalties of a companies customer relationships, often related to revenue growth, created by Fred Reichheld of Satmetrix.

Nexidia Analytics

Neural Phonetic + Speech to Text Transcription

NTA

Nexidia Text Analytics

NEVA

Nice Employee Virtual Attendant

NPM

Nice Performance Mgt

CXOne Contact Center Infrastructure - 5 elements

Omnichannel routing * wfo * Analytics * AI * Cloud

Nexidia deliverables

Operationalize the data ——.>. Discovery / RCA / Predictive Models / Performance Metrics / real-time Event Alerts & Triggers

OCR

Optical Character Recognition

OCR

Optical Character Recognition - converts paper docs to digital

PCI standards

Payment Card Industry standards

Voice Biometrics

Physical and Behavioral factors combine to Make text independent voice patterns

Nice RTA

Real-time Authentication

RTAM

Real-time Availability Monitoring

RPA

Robotic Process Automation

RPA

Robotics Process Automation

Desktop Automation

Robots become virtual desktop assistants to Agents

SPM

Sales Perf Mgt

SAD

Sensitive Authentication Data (often related to PCI)

SMS

Short messaging service

SMART goals

Specific, Measurable, Attainable, Realistic, Timely

Neural phonetic

Speech analytics w advanced filters - foundation of Nexidia. Natural language. Much faster than word-level.

Nexidia Analytics Ecosystem

Structured + unstructured data combined. Analyzed by Journey, Topic, Word Level, Sentiment/ Behavior.

Compliance Center KPIs

TCO * Lower Risk * shorter time to Fix breaches

Nexidia 'formula drives success'

Tech (algorithms) + Apps + MAS + Cloud

Telephony

The integration of computer and telephone technologies.

RTA security authentication

Voice Biometrics

Nice VOC

Voice of Customer (Analytics)

VoiP

Voice over internet Protocall

VRO

Voice response optimization

VTO

Voluntary Time Off

WEM

Workforce Engagement Mgt

inContact CXOne

Worlds #1 Cloud CX platform - esp for call routing