SEA Win Big BP Webinar - IA Winning Best Practices

1.

Which of the following challenges prompt the need for Interactions Analytics?
- A.
  
  Unstructured cross-channel interactions data
- B.
  
  Random sampling-based quality processes
- C.
  
  Time consuming in gaining insights from interactions
- D.
  
  Complexity of Transactional Database
Correct Answer(s)
A. Unstructured cross-channel interactions data
B. Random sampling-based quality processes
C. Time consuming in gaining insights from interactions

Explanation
Interactions Analytics is needed when there are challenges such as unstructured cross-channel interactions data, random sampling-based quality processes, and time-consuming insights from interactions. Unstructured cross-channel interactions data refers to the difficulty in analyzing data from various communication channels. Random sampling-based quality processes indicate the need for analyzing a representative sample of interactions to ensure quality. Time-consuming insights from interactions suggest that gaining valuable insights from interactions takes a significant amount of time. These challenges highlight the importance of using Interactions Analytics to overcome these obstacles and make better-informed decisions.

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2.

How large is the NICE IA install base globally?
- A.
  
  Less than 100,000 seats
- B.
  
  Between 150,000 – 200,000 seats
- C.
  
  Over 300,000 seats
- D.
  
  Over 800,000 seats
Correct Answer
C. Over 300,000 seats

Explanation
The correct answer is "Over 300,000 seats". This suggests that the NICE IA install base globally is quite large, with more than 300,000 seats. This indicates a significant number of installations and indicates a widespread use of NICE IA worldwide.

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3.

When selling cutting edge technologies such as real-time speech analytics...
- A.
  
  Ease the prospect’s mind by connecting with peers and showing market trends
- B.
  
  Engage early with IT to mitigate potential objections down the road
- C.
  
  Conduct a POC and show the technology is working
- D.
  
  All of the above
Correct Answer
D. All of the above

Explanation
The correct answer is "All of the above". When selling cutting edge technologies such as real-time speech analytics, it is important to ease the prospect's mind by connecting with peers and showing market trends. This helps to build trust and credibility in the technology. Engaging early with IT can help to address any potential objections or concerns they may have, and mitigate them before they become roadblocks in the sales process. Conducting a proof of concept (POC) and showing that the technology is working effectively can provide concrete evidence of its capabilities and value, further increasing the prospect's confidence in the product.

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4.

The best way to generate demand for Interaction Analytics is
- A.
  
  To always start with IT. If you don’t have IT on board first, you’ll never make it
- B.
  
  To call on senior business leaders first. They own the business problem, not IT
- C.
  
  To always do a POC first, then talk to the business about their problem. Once executives see the POC results, they will be hooked
- D.
  
  Wait for customers to call NICE with their problem
Correct Answer
B. To call on senior business leaders first. They own the business problem, not IT

Explanation
The best way to generate demand for Interaction Analytics is to call on senior business leaders first because they are the ones who own the business problem, not IT. By approaching the senior business leaders, you can understand their pain points and tailor your solution to meet their specific needs. Additionally, gaining their buy-in and support can help drive adoption and implementation of Interaction Analytics throughout the organization.

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5.

As per the latest (2011) DMG speech analytics market share report
- A.
  
  NICE leads the market by 34.7%, followed by Verint at 26.2%
- B.
  
  Verint leads the market by 34.7%, followed by NICE at 26.2%
- C.
  
  Nexidia leads the market by 34.7%, followed by NICE at 26.2%
- D.
  
  Nexidia and Utopy are the market leaders, NICE follows after
Correct Answer
A. NICE leads the market by 34.7%, followed by Verint at 26.2%

Explanation
The correct answer is "NICE leads the market by 34.7%, followed by Verint at 26.2%". This answer is based on the information provided in the DMG speech analytics market share report from 2011. The report states that NICE has the highest market share at 34.7%, indicating that they are the market leader. Verint follows with a market share of 26.2%. This information suggests that NICE is the leading company in the speech analytics market, with Verint being the closest competitor.

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6.

NICE Real-time Speech Analytics
- A.
  
  Provides real-time alerts to supervisor based on detection of pre-defined keywords
- B.
  
  Provides real-time agent guidance based on detection of pre-defined keywords
- C.
  
  Provides real-time alerts when high-emotion is detected on the voice call
- D.
  
  Is not real-time, but provides an alert after the call has been recorded
Correct Answer(s)
A. Provides real-time alerts to supervisor based on detection of pre-defined keywords
B. Provides real-time agent guidance based on detection of pre-defined keywords

Explanation
The correct answer is that NICE Real-time Speech Analytics provides real-time alerts to supervisors based on the detection of pre-defined keywords and also provides real-time agent guidance based on the detection of pre-defined keywords. This means that the system can immediately notify supervisors when specific keywords are mentioned during a call, allowing them to take immediate action if necessary. Additionally, the system can provide real-time guidance to agents based on the detection of keywords, helping them navigate the conversation more effectively.

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7.

Which of the following are benefits of implementing Interaction Analytics?
- A.
  
  Reduce churn
- B.
  
  Reduce AHT
- C.
  
  Forecasting Call Types
- D.
  
  Improve CSAT
Correct Answer(s)
A. Reduce churn
B. Reduce AHT
D. Improve CSAT

Explanation
Implementing Interaction Analytics can help reduce churn by identifying patterns and trends in customer interactions that may indicate dissatisfaction or potential churn. It can also help reduce Average Handling Time (AHT) by analyzing call data and identifying areas where efficiency can be improved. Additionally, Interaction Analytics can provide insights into customer sentiment and preferences, which can be used to improve Customer Satisfaction (CSAT) by tailoring interactions and offerings to meet customer needs.

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8.

Your have a customer interested in NICE Interaction Analytics, who is on a mono recording platform. Which one of the following answers should be your advise to the customer?
- A.
  
  Move to stereo recording as NICE is unable to identify speakers on mono recording
- B.
  
  Disqualify the opportunity
- C.
  
  NICE Speaker Separation has the ability to differentiate between the caller and the agent to perform the required analysis
Correct Answer
C. NICE Speaker Separation has the ability to differentiate between the caller and the agent to perform the required analysis

Explanation
NICE Speaker Separation has the ability to differentiate between the caller and the agent to perform the required analysis.

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9.

NICE Interactions Analytics can only function on NICE recording platforms.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
NICE Interactions Analytics is not limited to functioning only on NICE recording platforms. It is designed to work with various recording platforms, allowing organizations to analyze and gain insights from their customer interactions regardless of the platform they use. Therefore, the statement that it can only function on NICE recording platforms is incorrect.

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10.

How can users of IA identify primary concerns of their customers?
- A.
  
  Only via Pre-defined categories which must be configured prior to go-live
- B.
  
  In addition to pre-defined categories, NICE Interaction Analytics can automatically identify trends and hot topics
Correct Answer
B. In addition to pre-defined categories, NICE Interaction Analytics can automatically identify trends and hot topics

Explanation
NICE Interaction Analytics allows users to identify primary concerns of their customers not only through pre-defined categories but also by automatically identifying trends and hot topics. This means that users can gain insights into customer concerns beyond what has been predefined, allowing for a more comprehensive understanding of customer needs and preferences.

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Sea Win Big BP Webinar - Ia Winning Best Practices

Which of the following challenges prompt the need for Interactions Analytics?

How large is the NICE IA install base globally?

When selling cutting edge technologies such as real-time speech analytics...

The best way to generate demand for Interaction Analytics is

As per the latest (2011) DMG speech analytics market share report

NICE Real-time Speech Analytics

Which of the following are benefits of implementing Interaction Analytics?

Your have a customer interested in NICE Interaction Analytics, who is on a mono recording platform. Which one of the following answers should be your advise to the customer?

NICE Interactions Analytics can only function on NICE recording platforms.

How can users of IA identify primary concerns of their customers?