Speech Analytics
NICE SmartCenter™ Interaction Analytics
NICE SmartCenter Interaction Analytics extracts valuable business intelligence from customer recordings and interaction data.
Download BrochureNICE SmartCenter™ Interaction Analytics
NICE SmartCenter Interaction Analytics extracts valuable business intelligence from customer recordings and interaction data. Using a multidimensional approach it combines spoken word and phrases with additional audio information such as emotion levels, talk-overs and silence as well as screen content, activity data and information from CRM, CTI and other systems to improve accuracy and results.
Delivering quantifiable, accurate and immediate business insight NICE SmartCenter Interaction Analytics improves decision making and drives better performance, using the voice of the customer. The system extracts valuable business intelligence from recordings and associated data using an automated approach enabling mass analysis, categorisation, trending and root-cause determination across multiple sources of customer interaction data.
Key features:
- • 100% captured interaction analysis
- • Continuous categorisation of interactions
- • Ongoing trend tracking and automated alerts
- • Automated root-cause analysis
- • Speaker separation outlining ‘who said what’
- • Multidimensional analysis to improve accuracy
- • Out-of-the-box reporting templates
Interaction Analytics groups recordings by topic or content into categories based on what matters to your business, be that first call resolution, customer loyalty or sales campaign effectiveness. These are then analysed and assigned to the appropriate categories as they are captured. This continuous process provides tracking and reporting of volume trends within any given category and with thresholds set for automatic alerts you can find out straight away for example, if a competitor has launched a promotion which may impact your own sales effort.
Root cause analysis can deliver deeper insight into the interactions providing information which is automatically determined to be related to a specific business issue. Using sophisticated statistical analysis methods, the solution identifies commonalities between interactions that pinpoint potential problems. Results are then displayed using intuitive graphs which visually convey the business implications of relationships, correlations and trends. Integrated with customer demographics or operational information, a comprehensive root-cause analysis enables you to identify business issues constructively assisting with focused issue resolution.
Key Benefits:
- • Automatically analyses each captured interaction
- • Ensures decisions can be based on quantifiable, accurate intelligence
- • Ability to visually interpret complex results with ease
- • Reduce ‘at-risk’ business by predicting customer churn and taking corrective action
- • Proactively detect and respond to emerging trends and issues
- • Assists with identifying the right strategies for building operational efficiency, customer loyalty, marketing and sales performance
