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CCW 2013: Efficently Combining Contact Center Employees and Service Apps

almato presents a mobile extension for Real Time Interaction Management.

  • IT process automation RPA Business Process Automation RTIM Prozessautomatisierung .

Nowadays, there's an app for almost everything. They are used more and more on smartphones and tablet PCs so that customers can easily access Self Services. However, they often don't satisfy the customers expectations of user friendliness and functionality. That is why consumers often call contact centers.

The almato GmbH shows at the CCW 2013 at Stand D7 in Hall 4 how businesses can combine the expertise of employees with serrvice apps smoothly. 

"At this year's CCW our focus is especially on quality monitoting solutions and a mobile extension of Real Time Interaction Management - NICE Mobile Reach", explains Peter Gissmann, Managing Partner at almato. 

With Real Time Interaction Management (RTIM®) almato uses the Real Time Process Optimization (RTPO) software from NICE to optimize and automate processes. RTPO reads, writes and analyzes data during the customer interaction in real time. It uses all relevant applications without having to be integrated in the back end systems. On the basis of this information, and clearly defined business rules, the user gets next best action recommendations which help the employee make the right decision for the customer and the company.

almato presents the new NICE Mobile Reach, which extends NICE RTPO to include mobility features for the first time at the CCW. NICE Mobile Reach is designed as an answer to the increaed popularity of self service via apps. Many of these apps have broad functionalities, but they often reach their limits and overwhelm the user. 

A study by NICE in the tourist sector shows that only a third of al self service processes are successfully completed. In 71% of cases there are problems that lead to the customer chooseing another self service channel (24%), break off the process (8%) or call a call center (68%).

"This is where Mobile Reach comes into play. The solution enables an employee to immediately see where in the process a customer is, which steps he has done so far with the app and how he can help the customer. This is where the RTIM Business Rules help the employee. All this happens in real time. The benefits are obvious: the customer does not have to go through a pre-qualifying process, the agent immediately has all necessary information and an already started process can be finished together.", explains Peter Gissmann. "The first contact resoltion rate improves, the service is faster and more efficient and the service experience is tailored to the customer. That way, costs decrease and customer satisfaction increases."

Marc Eickmeier      8. February 2013

Author

Marc Eickmeier

Marc Eickmeier

Marc Eickmeier is Business Consultant at ALMATO.

After studying law at the university of Tübingen, Marc Eickmeier started his career at the Frankfurt-based consulting company b-k-p Consulting, where he was responsible for a variety of international projects. The focus of his activities was the process optimization in the automotive, FMCG and EVU sector.

Marc Eickmeier spends his free time in nature and in the kitchen. That's good because "being outside" and "eating" are what his young family enjoys. He liked to spend his weekends in Straßburg and, whenever it is possible, he visits friends and family in Israel.