Know your customer’s issue – before you answer the call
Our solution is a powerful, intuitive tool that aggregates a range of account data to help even inexperienced agents quickly and accurately predict why customers are calling – leading to faster issue resolution, reduced AHT, and increased CSR productivity.
Overview
Reduce Average Handle Time (AHT)
iCE aggregates real-time data from SAP S/4HANA and other systems and intelligently flags potential customer issues using configurable, color-coded ‘alerts.’ Agents can then quickly navigate directly to the right call center view, minimizing the number of clicks needed to resolve issues.
Improve First Call Resolution (FCR)
iCE gives agents an intuitive, holistic view of aggregated data from SAP S/4HANA and other systems– and, based on the data, intelligently flags likely customer issues. With just a quick scan, agents know where to focus their effort, and can quickly drill down to view relevant transactional data.
Isolate outlier exceptions to better focus on resolution
iCE is a framework designed for expansion, so you can add additional alerts based on specific needs. As each alert has configurable thresholds, these can be adjusted over time to help isolate outlier exceptions to continuously evolve your system to better focus on resolution.
Details
Solution type
Extensions and Add-ons
Industry
Utilities
Compatibility
Works with
Features
Native Fiori framework designed to work with any call center
Cloud native Fiori-based framework that works with any call center integrated with SAP S/4HANA including Customer Engagement, Service Cloud or other CRM application. As it is independent of the call center it will serve as a reference point to the agent as they navigate to answer the customers query
Configurable thresholds for more targeted alerts
Each alert has its own threshold configuration to determine what type of “traffic light” condition to display, whether it is the existence of a value or delta variation between two values (either as a percentage or a numeric value).
Drill-down display of alert details
Each alert shows high-level information about the condition of that alert that will in turn leverage native Fiori CDS views to retrieve additional information. This secondary view enables an agent to see the historical view of data to put the alert into context.
