Sea Win Big BP Webinar - Ia Winning Best Practices

10 Questions | Total Attempts: 82

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Webinar Quizzes & Trivia

This is a short assessment that will help you to evaluate your understanding of the solution. Do note that you are only allowed to attempt this quiz ONCE and are required to complete it by Monday, 21 January 11:59pm (+08:00GMT). Time limit is 45 minutes. The top scorer for this quiz stands a chance to win a Powerbank Phone Charger & 2GB USB Executie Pen! GOOD LUCK!


Questions and Answers
  • 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

  • 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

  • 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

  • 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

  • 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

  • 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

  • 7. 
    Which of the following are benefits of implementing Interaction Analytics?
    • A. 

      Reduce churn

    • B. 

      Reduce AHT

    • C. 

      Forecasting Call Types

    • D. 

      Improve CSAT

  • 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

  • 9. 
    NICE Interactions Analytics can only function on NICE recording platforms.
    • A. 

      True

    • B. 

      False

  • 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

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