On Tuesday, the team at NICE introduced Digital Containment — a powerful solution for Digital Transformation initiatives, which improves customer experience and self-service customer interactions over digital interaction channels by “leveraging in-depth multi-channel journey analytics.”
The consumer insights obtained through advanced algorithms are key to mitigating digital channel pain points in order to reinvent customer service and increase contact center cost-effectiveness.
A NICE research study indicates 60 percent of customers bypass digital self-service applications, or give up using them mid-process, in favor of speaking with a customer service agent.
Such channel transfers generally make customer interactions 12 times more expensive for service organizations (NICE Customer Survey 2016).
NICE Digital Containment addresses this issue, promoting “seamless customer self-service with measurable results.”
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