AI Powered Contact Center Analytics

CXone Interaction Analytics
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Identify root cause and trends across 100% of customer interactions

CXone Interaction Analytics is an AI powered omnichannel contact center analytics and reporting tool that identifies root cause and trends across 100% of customer interactions. Speech, voice and text analytics guide measurable improvements such as: increase customer satisfaction, detect risk and compliance issues, spot training opportunities to improve operational efficiency and performance, and identify sentiment and detect emotion as a predictor of NPS.  A single, unified view empowers agents and enables business users to uncover customer experience without the help of a data scientist. Change the game with contact center interaction analytics that focus on voice of the customer and performance data across channels.

 

Enhance

Enhance the customers omnichannel experience

Improve

Improve First Contact Resolution across all channels

Retain

Retain customers proactively by detecting dissatisfaction

Identify

Identify non-compliance actions

Develop

Develop coaching topics for agents

NICE inContact CXone Interaction Analytics Demo
Watch how NICE inContact CXone Interaction Analytics lets you track trends and drivers of satisfaction across 100% of your customer interactions. 

Industry-leading contact center analytics

Improve every customer's experience
Improve your customers’ omnichannel experiences - Analyze every interaction to understand what transpired, identify outcomes, and evaluate the customer experience.
  • Drive continuous improvement
  • Enable proactive issue resolution
  • Pinpoint problematic customer interactions
  • Analyze 100% of your interactions
Systematically target business KPI Improvements
Pinpoint where opportunities for improvement exist across all contact channels and create real improvement that sticks
  • Prioritize and attack the most frequent or costly improvement opportunities
  • Increase results across all contact channels by gaining visibility into performance of digital channels.
  • Provide transparency and accountability with data access and to all users
  • Develop specific coaching and training topics for agent improvement
 
Detect Risk and Compliance Issues
Detect non-compliant actions in near real time and resolve them proactively before issues escalate.
  • Enhance precision of compliance monitoring
  • Pinpoint when agents are out of compliance
  • Investigate potential compliance issues
  • Identify suspicious or inappropriate conversations
What our customers say

"Because of the analytics and the measurements we have with NICE inContact, we've noticed considerable improvements...We're close to 70 percent first-contact resolution...and ...our customer satisfaction is over 98 percent across our contact centers.“

Jay Baucom 
Senior Vice President of Global Operations and CIO 
Alphanumeric Systems 

 

Alphanumeric testimonial
What is Call Center Software?
Call Center Software is a suite of tools that enable organizations to handle customer issues from any channel, improve the performance of their agents, analyze data, and achieve their customer experience goals. Most modern software platforms include automatic call distribution, interactive voice response, workforce management and optimization, a dialer for outbound communications, integration with Customer Relationship Management (CRM) systems, multichannel queues to handle different kinds of customer communications, and reporting.

Ready to transform the way you achieve
your customer experience goals?

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