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Gain actionable insights from every customer interaction
NICE inContact CXone Omnichannel Analytics provides you with actionable insights from every interaction to drive measurable improvements in omnichannel customer experience and agent performance. Analyze all of your voice and text-based interactions within a single, integrated application that is fully unified with the NICE inContact CXone.
Target drivers of
Focus agents on
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.
Increase improvement velocity & success
Increase improvement velocity & success - Pinpoint opportunities for improvement across all contact channels through automated issue identification and understand in detail what needs to change.
Coach & train more effectively
Identify individual coaching topics and training needs for every agent based on their customer interactions.
Manage compliance proactively
Detect non-compliant actions in near real time and resolve them proactively before issues escalate.
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.