Decision Tree Example v3
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NiCE CXone Expert
Decision Tree System
Your Selections:
Is the customer a current customer or new customer?
What ID's have you verified?
What type of service assistance is needed?
Recommended Content
Welcome! Let's get your technical setup completed.
Initial Setup Requirements:
• Download and install CXone client software
• Complete network connectivity testing
• Configure workstation requirements (minimum 8GB RAM, Windows 10+)
• Set up VPN access for remote connectivity
• Complete agent desktop configuration
Getting Started Resources:
• Setup Guide: Download comprehensive installation manual
• System Check: Run automated compatibility test
• Training Portal: Access 2-hour technical orientation course
Immediate Support:
• Setup Hotline: 1-800-SETUP-NOW (24/7 dedicated new customer line)
• Live Chat: Available 6AM-10PM EST for real-time assistance
• Screen Share: Schedule guided setup session with technician
Next Steps: Complete setup within 48 hours to maintain service activation timeline.
Welcome! Let's establish your billing preferences.
Account Setup Required:
??? Choose billing cycle (monthly/quarterly/annual options available)
??? Set up primary payment method (credit card, ACH, check)
??? Configure billing contact and delivery preferences
??? Review service package pricing and inclusions
??? Establish spending limits and overage notifications
Billing Portal Access:
??? Create online account at portal.nicecxone.com
??? Set up automatic payment (10% discount available)
??? Configure invoice delivery (email/postal/both)
??? Enable usage alerts and threshold notifications
Special New Customer Offers:
??? First Month: 50% discount on monthly fees
??? Annual Payment: Additional 15% discount
??? Multi-year Contract: Lock in current rates
Billing Support:
??? New Account Specialist: 1-800-BILL-NEW
??? Email: newbilling@nicecxone.com
??? Priority Response: 2-hour guarantee for new customer inquiries
Welcome! Your dedicated account team is ready to help.
Account Onboarding Checklist:
??? Complete customer profile and business requirements
??? Define organizational structure and user roles
??? Set up administrative access and permissions
??? Configure reporting preferences and dashboards
??? Establish escalation procedures and contacts
Your Account Team:
??? Account Manager: Primary business relationship contact
??? Implementation Specialist: Technical deployment guidance
??? Customer Success Manager: Ongoing optimization support
??? Technical Account Manager: Advanced configuration assistance
Onboarding Schedule:
??? Week 1: Welcome call and requirement gathering
??? Week 2: Configuration and setup completion
??? Week 3: Training sessions and go-live preparation
??? Week 4: Go-live support and optimization review
Contact Your Team:
??? Account Manager Direct: Will be assigned within 24 hours
??? Onboarding Hotline: 1-800-ONBOARD
??? Email: onboarding@nicecxone.com
Welcome! Let's explore the full potential of your CXone investment.
Additional Solutions Available:
??? CXone Analytics: Advanced reporting and workforce optimization
??? CXone Digital: Omnichannel customer engagement platform
??? CXone AI: Automated customer interaction and insights
??? CXone Quality Management: Performance monitoring and coaching tools
??? Professional Services: Custom integration and consulting
New Customer Incentives:
??? Bundle Pricing: Save up to 30% on additional modules
??? Extended Trial: 90-day free trial for add-on services
??? Implementation Credits: $5,000 toward professional services
??? Training Package: Complimentary advanced certification courses
Consultation Process:
??? Discovery Call: Understand your complete business needs
??? Solution Design: Custom proposal with ROI analysis
??? Demo Session: Live demonstration of recommended solutions
??? Pilot Program: Risk-free trial implementation
Connect with Sales:
??? New Customer Sales: 1-800-EXPAND-NOW
??? Solution Specialist: Request callback within 4 hours
??? Email: newsales@nicecxone.com
Technical Support for Current Customers
Self-Service Resources:
??? Knowledge Base: Search 500+ technical articles and solutions
??? System Status: Real-time platform health and maintenance updates
??? Downloads: Latest software versions, patches, and documentation
??? Community Forum: Connect with other users and experts
Escalated Support Options:
??? Priority Queue: Tier 1 support with 15-minute response SLA
??? Senior Technician: Direct access to Level 2 support specialists
??? Remote Diagnostics: Screen sharing and system analysis
??? Escalation Manager: Case management for complex issues
Proactive Monitoring:
??? Account Health Check: Quarterly system optimization review
??? Performance Alerts: Automated notifications for threshold breaches
??? Preventive Maintenance: Scheduled updates and optimization
Contact Support:
??? Priority Support: 1-800-TECH-SUP (existing customers)
??? Submit Ticket: Online portal with case tracking
??? Emergency Line: 1-800-URGENT-NOW (severity 1 issues only)
Billing and Account Information
Online Account Management:
??? Current Statement: View and download latest invoice details
??? Payment History: Complete transaction record with receipts
??? Usage Reports: Detailed consumption analytics and trends
??? Budget Tracking: Year-over-year spending comparison
Payment and Billing Options:
??? Auto-Pay Setup: Secure automatic payment configuration
??? Payment Methods: Update credit card, bank account, or check payment
??? Billing Frequency: Change monthly/quarterly/annual cycles
??? Invoice Delivery: Email, postal, or electronic portal options
Cost Optimization:
??? Usage Analysis: Identify cost-saving opportunities
??? Plan Review: Ensure optimal service package alignment
??? Volume Discounts: Qualification for usage-based savings
??? Contract Renewal: Early renewal incentives and pricing protection
Billing Support:
??? Account Specialist: 1-800-BILLING (dedicated existing customer line)
??? Dispute Resolution: Fast-track billing inquiry resolution
??? Online Portal: 24/7 account access at billing.nicecxone.com
Account Management Resources
Account Optimization:
??? Performance Review: Quarterly business outcome assessment
??? Configuration Updates: Modify settings, users, and permissions
??? Capacity Planning: Scale resources based on growth projections
??? Best Practices: Industry-specific optimization recommendations
Service Management:
??? Add/Remove Users: Instant user provisioning and de-provisioning
??? Feature Activation: Enable additional platform capabilities
??? Integration Support: Connect with existing business systems
??? Custom Configuration: Tailor platform to specific workflows
Strategic Planning:
??? Roadmap Review: Align platform evolution with business goals
??? ROI Analysis: Measure and maximize platform value
??? Expansion Planning: Growth strategy and timeline development
??? Change Management: Support for organizational transitions
Your Account Team:
??? Dedicated Account Manager: Your primary business contact
??? Customer Success Manager: Proactive optimization support
??? Technical Account Manager: Advanced configuration expertise
??? Account Management: 1-800-ACCOUNT-MGR
Expansion Opportunities for Current Customers
Platform Expansion Options:
??? Advanced Analytics: Workforce optimization and predictive insights
??? AI Enhancement: Automated routing, chatbots, and sentiment analysis
??? Digital Channels: SMS, email, social media, and web chat integration
??? Quality Management: Advanced monitoring, coaching, and compliance tools
??? API Integration: Custom connections with CRM and business applications
Existing Customer Benefits:
??? Loyalty Pricing: Exclusive discounts up to 25% off list price
??? Seamless Migration: Zero-downtime implementation of new features
??? Extended Support: Priority implementation and training included
??? Contract Flexibility: Month-to-month options for new additions
Growth Assessment:
??? Usage Analysis: Identify expansion opportunities from current patterns
??? ROI Calculator: Projected value of additional capabilities
??? Competitive Analysis: Benchmark against industry standards
??? Implementation Timeline: Fast-track deployment for existing customers
Connect with Your Sales Team:
??? Account Executive: Your dedicated sales representative
??? Upgrade Hotline: 1-800-UPGRADE-NOW
??? Solution Architect: Technical expansion consultation
??? Email: accountgrowth@nicecxone.com